Which of the Following Is an Incorrect Match of Customer $\rightarrow$

question 55

Multiple Choice

Which of the following is an incorrect match of customer service performance measure type and measure?

• A) Pre-transaction measure \(\rightarrow\) Number of sales calls made
• B) Transaction measures \(\rightarrow\) Time to seat customer
• C) Transaction measures \(\rightarrow\) Percentage of shipments damaged
• D) Post-transaction measures \(\rightarrow\) Number of service requests

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Definitions:

Win-Lose

A competitive situation or negotiation outcome where one party's gain is directly proportional to another's loss.

Distributive Negotiation

A negotiation strategy focused on dividing a fixed amount of resources, often resulting in a win-lose outcome.

Principled Negotiation

A negotiation strategy that involves seeking mutually beneficial solutions by focusing on interests rather than positions, emphasizing objective criteria.

Objective Standard

A benchmark or criterion that is not influenced by personal feelings, interpretations, or prejudice, applied equally to all cases.