When Customers Complained Employees at Safeway Stores Were Unfriendly, Safeway

question 13

Multiple Choice

When customers complained employees at Safeway Stores were unfriendly, Safeway instituted its Superior Service program, which required all employees to greet and make eye contact with every customer, always smile and offer help whenever the customer appeared to need any. Mystery shoppers were used extensively to make sure the employees were adhering to the program. In terms of the process for developing service standards, the mystery shoppers were an example of:

• A) Benchmarking
• B) Trailer surveys
• C) Relationship research
• D) Feedback mechanisms
• E) Experiential research

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Definitions:

Average Rate of Return

A metric used to assess the profitability of an investment, calculated by dividing the average annual profit by the initial investment cost.

Straight-Line Depreciation

A method of allocating the cost of a tangible asset over its useful life in equal installments.

Present Value

Present Value is the current worth of a future sum of money or stream of cash flows, given a specified rate of return.

Compound Interest

Calculating interest by considering the base amount of a deposit or loan and adding the interest accrued across preceding periods.