When Customers Complained That Employees at Freddy's Fast Stop Stores

question 63

Multiple Choice

When customers complained that employees at Freddy's Fast Stop Stores were unfriendly,Freddy's instituted its Smiling Service program,which required all employees to greet and make eye contact with every customer and 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 Smiling Service 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:

Rorschach Inkblot Test

A psychological test in which a person's interpretations of inkblots are analyzed to assess personality traits and emotional functioning.

Lacking Validity

Refers to the extent to which a concept, conclusion or measurement fails to accurately reflect the real world.

Thematic Apperception Test

A projective psychological test that involves creating stories about ambiguous images, used to explore a person's emotions, attitudes, and internal conflicts.

Implicit Motives

Unconscious desires, aspirations, or needs that influence one's behaviors and attitudes.