Which factor is considered the most critical in determining where customers choose to shop?
A. Store/website design
B. Display
C. Merchandise selection
D. Service
Answer: C
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A person will generally confess when
a. The interviewer repeated states that he or she is guilty. b. They perceive the benefits of confession outweigh the penalties, c. The accuser has evidence that probably the accused has committed an offense. d. The accuser conveys that the accused is really a "good person" who made a mistake.
Which employee likely has the most direct influence on the guest’s perception of service quality and value?
a. the general manager b. the frontline employee c. the back-of-house employee d. the owner
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A) corporate vertical B) horizontal C) contractual vertical D) administered vertical E) direct
In the 1990s, which was true about world class help desks?
A. They resolved a large percentage of problems. B. They let their customers dictate support strategies. C. They tended to be reactive but were always available. D. They escalated problems as quickly as possible.