John Is a Customer Service Employee at a Small Bakery

question 10

Multiple Choice

John is a customer service employee at a small bakery.He notices a customer deliberating the chocolate chip or sugar cookies.In his head,John hears his boss: "I trust your judgment;do what it takes to delight the customer." With that in mind,John offers the customer a sample of each cookie.John's boss uses ____ as a motivational tool.

• A) ​incentives
• B) ​job design
• C) ​training and education
• D) ​empowerment

---

Definitions:

Budget Variance

The difference between the budgeted or planned amount of expense or revenue, and the actual amount incurred or earned.

Variable Overhead

Costs of production that fluctuate with the level of output, such as utility expenses and some types of labor costs, which are not directly tied to the volume of production.

Spending Variance

The difference between the actual amount spent and the budgeted amount for a particular cost or expense category.

Standard Cost

A predetermined cost of manufacturing or producing a product or performing a service under normal conditions.