Establishing objectives is a critical component of self-leadership.
Indicate whether the statement is true or false
Question 2____ logic stresses cost containment and cost reduction through mass production.
A) Marketing
B) Finance
C) Accounting
D) Operations
E) Human resources
Question 3Customers do not usually make independent judgments about satisfaction.
Indicate whether the statement is true or false
Question 4_________ are brief moments that occur whenever a customer comes into contact with a salesperson, the training staff, installers, field engineers, or service personnel and has an opportunity to form an impression.
Fill in the blank(s) with correct word
Question 5Which of the following is NOT an informal approach to provide keen insights into the values and beliefs of the organization?
A) conduct culture interviews and surveys
B) observe what is missing
C) observe objects and artifacts
D) observe current culture as an impartial observer
E) conduct direct question surveys
Question 6Customer satisfaction occurs when actual performance exceeds the desired performance expectation.
Indicate whether the statement is true or false
Question 7By exceeding expectations and _________, a salesperson helps ensure repeat business.
Fill in the blank(s) with correct word
Question 8Which informal approach helps firms assess their current culture?
A) direct questioning
B) attitude check
C) observational and indirect questioning
D) service audit
E) consulting
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