It is better to under-promise and over-deliver than it is to over-promise and under-deliver.
Indicate whether the statement is true or false
Question 2Information that the respondent has forgotten creates a type of error called ____________________.
Fill in the blank(s) with correct word
Question 3During their teen years, individuals
a. always rebel.
b. are thinking of stability in their lives.
c. think about starting families.
d. strive to develop a distinct identity.
e. are less influenced by peers than they will be later in life.
Question 4Which of the following accurately represents the three dimensions of customer service?
a. negotiation, motivation, and empathy
b. communication, sympathy, and diligence (CSD)
c. communication, negotiation, and concession
d. communication, resilience, and motivation
e. None of these are correct.
Question 5____________________ questions are regularly used at the start of interviews or questionnaires to determine
whether the respondent is actually a member of the population being studied.
Fill in the blank(s) with correct word
Question 6Which of the statements about Generation Y's shopping behavior is not true?
a. Teens tend to shop more on weekends.
b. Friends are a major source of information about products.
c. Males tend to shop more than females.
d. A major shopping motive for teens is socializing.
e. Teens now shop more for themselves than previous generations.
Question 7By demonstrating the willingness to serve the customer, the seller:
a. reduces the buyer's perceived risk.
b. demonstrates compatibility.
c. will gain the buyer's commitment.
d. opens himself or herself up for opportunistic behavior by the buyer.
e. None of these are accurate.
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