An organization can cultivate a good customer-service image by:
A. focusing on attracting new customers, not on retaining current customers.
B. maintaining continuous contact with customers even after sales have been made.
C. using a problem-solving approach to customer service.
D. limiting the development of good customer-service skills to sales representatives.
B
An organization can cultivate a good customer-service image by maintaining continuous
contact with customers even after sales have been made. Maintaining continuous contact with
customers helps reinforce the relationship between the organization and the customer.
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Research in Motion (RIM), a Canadian company which markets BlackBerry Messenger, is very popular with politicians and business people because it offers advance encryption that provides data security
This can be a disadvantage for some countries because: A) it is too complex to understand. B) governments use strict control for security reasons. C) the software can be easily downloaded. D) the accessibility is very poor. E) there is competition from local manufacturers.
Mike has an employee, Marvin, who has shown low job involvement but high organizational commitment. Which of the following is a possible intervention for Marvin?
A. focus on satisfaction with coworkers B. focus on working conditions C. focus on increasing organizational commitment D. focus on increasing pay
What is the first step in the basic consumer decision process?
A. seeking more information B. evaluating options C. making comparisons D. identifying motivations E. recognizing a problem
Just-in-time (JIT) systems rely on inspectors to inspect quality into the product
Indicate whether the statement is true or false