The Manager of the Customer Service Division of a Major

question 115

Multiple Choice

The manager of the customer service division of a major consumer electronics company is interested in determining whether the customers who have purchased a DVD player made by the company over the past 12 months are satisfied with their products. Which of the following will be a good frame for drawing a sample?

• A) Telephone directory
• B) Voting registry
• C) The list of customers who returned the registration card
• D) A list of potential customers purchased from a database marketing company

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Definitions:

Fixed Mind-Sets

Fixed mind-sets refer to the belief that one's abilities, intelligence, and talents are static traits that cannot significantly change.

Stable Attributions

The tendency to explain an individual's behavior as being due to consistent and enduring internal characteristics.

Negative Affect

A subjective feeling of distress and unpleasurable engagement that can include mood states such as anger, guilt, and nervousness.

Challenging Tasks

Tasks or activities that require significant effort or skill to complete, often seen as opportunities for growth.