Mike's Auto Repair Works Hard to Find Out What Customers

question 97

True/False

Mike's Auto Repair works hard to find out what customers want and how to best meet their needs. Based on feedback from customers, Mike now provides a written estimate before any work is done, offers a more comprehensive guarantee than competitors, and calls customers after servicing their cars to make sure they are satisfied. These efforts suggest Mike is applying the concepts of customer relationship management.

Recognize the emotional and cognitive aspects of cognitive dissonance.

Identify factors that influence the effectiveness of persuasion.

Understand different methods of attitude formation.

Describe the central and peripheral routes to processing persuasion.

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Definitions:

Hardcover Books

A type of book characterized by a thick, rigid protective cover.

Two-part Tariff

A two-part tariff is a pricing strategy involving a fixed fee plus a variable usage rate, commonly used in utilities and services to cover both fixed and variable costs.

Access Charge

An access charge is a fee paid by telecommunications companies to use the network infrastructure of another company.

Hourly Rental Rate

The charge applied for renting a service or product by the hour.