Allstate Changed Its Insurance Billing Procedure After Research Revealed Customers

question 21

Multiple Choice

Allstate changed its insurance billing procedure after research revealed customers wanted flexible payment plans and billing information presented in an easy-to-read format.What type of research would Allstate most likely have used to discover how customers perceived Allstate's billing procedure?

• A) Trailer calls
• B) Mall intercept interviews
• C) Role-playing experiments
• D) Critical incident technique
• E) Thematic apperception tests

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Definitions:

Listening Skills

The ability to effectively receive and interpret messages during communication.

Nonverbal Feedback

Communication that occurs without words, such as gestures, facial expressions, and body language, often reflecting the listener's response or attitude.

Mentally Paraphrase

The practice of silently rewording sentences in one's own words to better understand and retain information.

Decoding

Interpretation or translation of encoded data into a readable format.