Because He Has a Busy Practice, New Patients for Dentist

question 80

Multiple Choice

Because he has a busy practice, new patients for dentist Dr. Kirby Brown are told that, unless there is an emergency, the first available appointment will be in three months. If they accept the appointment, they will be reminded of their appointment by a courtesy call. This first visit will take about an hour. On this visit, their teeth will be cleaned and x-rayed, their gums will be examined and the dentist will talk to them about future dental treatment needs. Dr. Brown is:

• A) Managing service promises
• B) Managing customer expectations
• C) Communicating with customers
• D) Managing horizontal communications
• E) Exceeding customer expectations

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Definitions:

Chief Operating Officer (COO)

An executive role responsible for managing the day-to-day administrative and operational functions of a company.

Top Management Team

The top management team of an organization refers to the group of senior executives responsible for the overall strategic operation of the firm.

FMCG Company

A company specializing in Fast Moving Consumer Goods, which are products that sell quickly at relatively low cost, such as packaged food, beverages, toiletries, and over-the-counter drugs.

Diversification Strategy

A business growth strategy where a company expands its operations into new markets or product lines to reduce risks and take advantage of new opportunities.