In Corresponding with Customers, Making Statements Such As, "Thank You

question 39

Multiple Choice

In corresponding with customers, making statements such as, "Thank you for purchasing the most durable notebook computer you can buy" is

• A)to be avoided in routine positive messages.
• B)a good way to build customer relationships.
• C)an important part of all negative responses to claim letters.
• D)all of the above.

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Definitions:

Cognitive Processes

Mental activities involved in acquiring, storing, retrieving, and using information, such as perception, learning, memory, and reasoning.

Theories

Systematically organized principles or explanations that provide understanding, prediction, and control of phenomena.

Reductionism

The approach of analyzing and describing a complex phenomenon in terms of its simplest or most fundamental constituents.

Association

A mental connection or relation between thoughts, ideas, or concepts, often formed through experience or learning.