Which of the Following Should Be One of Your Goals

question 66

Multiple Choice

Which of the following should be one of your goals when responding to a customer complaint?

• A)Tell the customer what they did wrong and how to avoid the problem in the future
• B)Follow up to make sure your response was correct
• C)Use a colleague's name to indicate exactly who was at fault
• D)Cite the company's policy for complaints
• E)Sympathize with the customer for the poor service

Comprehend the significance of discriminative stimuli in operant conditioning.

Identify misconceptions about behavior modification techniques and the views of B. F. Skinner.

Understand the concept of latent learning as introduced by Edward Tolman.

Recognize applications of operant conditioning principles in real-life settings.

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Definitions:

Imperfect Competitor

An entity in a market that does not hold enough power to dictate the conditions of the market but can influence the price and output of its goods to some extent.

MRP

Marginal Revenue Product, the additional revenue generated from employing one more unit of a factor of production.

Unit of Input

The smallest measure of an input (like labour, materials) used in the production of goods or services.

Complementary Resources

Assets or inputs that are used together with another resource to produce a good or service, enhancing each other's value in the process.