By Involving Employees in Cross-Functional Teams to Align Their Jobs

question 36

Multiple Choice

By involving employees in cross-functional teams to align their jobs with end customer requirements,a service firm is:

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

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Definitions:

Operating Expenses

Expenses incurred in the normal operation of a business, excluding the cost of goods sold.

Net Sales

This is the amount of sales generated by a company after deducting returns, allowances for damaged or missing goods, and any discounts allowed.

Gross Profit

The difference between revenue and the cost of goods sold before accounting for certain other costs.

Net Sales

The revenue from sales after deducting returned goods, allowances for damaged or missing goods, and any discounts allowed.