Michael Is a Customer Service Agent for a National Car

question 38

Multiple Choice

Michael is a customer service agent for a national car rental business.He has access to the company's intranet,which provides access to research information,stored reports,shared work documents,contact information for employees and customers' records.Which of the following is this access most likely to enable Michael to do during interactions with customers?

• A) analyze primary data
• B) use data mining techniques
• C) share information with value-network partners
• D) customers' background and past purchases
• E) evaluate marketing intelligence

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Definitions:

Direct Management Supervision

A management approach where supervisors closely monitor and directly oversee their employees' work and processes.

Narrower Spans of Control

Organizational structure where a manager supervises a small number of subordinates, leading to closer supervision and more direct manager-employee interaction.

Standardization

The process of implementing and developing technical standards to ensure consistency and compatibility within processes, products, or services.

Chain of Command

The hierarchy within an organization that establishes who is in command of whom and the proper channels for communication and orders.