When a Company Has a Consumer Complaint and the Company

question 16

Multiple Choice

When a company has a consumer complaint and the company suggests another one of its brands rather than lose the customer, this is called

• A)cross-selling.
• B)bait-and-switch.
• C)consumer switch.
• D)cross-over.

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Definitions:

Encoding

The initial process of converting information into a form that can be stored in memory.

Semantic Code

A cognitive system used for understanding and producing language, particularly in terms of meaning and relationships between words.

Encoding

The method through which data is converted into a format that is capable of being retained in memory.

Cognitive Abilities

The mental capabilities that include the ability to reason, plan, solve problems, think abstractly, comprehend complex ideas, learn quickly, and learn from experience.