The Ad Guaranteed That You Would Be Skydiving After Only

question 3

Multiple Choice

The ad guaranteed that you would be skydiving after only a couple of hours of lessons.Megan was excited at the prospect.After enrolling in the class,she learned that rather than skydiving by herself,which is what the ad implied,she would be skydiving in tandem (belted to another experienced sky diver) due to safety requirements.Megan's disappointment was the result of:

• A) Inadequate management of customer expectations
• B) Under-promising and over-delivering
• C) Improper vertical communication
• D) Differences in policies and procedures across departments
• E) Inadequate customer empowerment

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Definitions:

Serial-Position Effect

A phenomenon in memory that suggests that when learning a list, people tend to remember the first and last items better than those in the middle.

Alphabet

A set of letters or symbols in a fixed order used to represent the basic sounds of a language, particularly for writing.

Mnemonic Devices

Techniques a person can use to help them improve their ability to remember something, often by associating patterns, such as letters or associations, with the information being memorized.

Procedural Memory

The type of long-term memory responsible for knowing how to do things, also known as muscle memory.