All of the Following Help a Service Organisation to Increase

question 40

Multiple Choice

All of the following help a service organisation to increase the level of responsiveness to its customers EXCEPT:

• A)telling customers exactly when service will be performed
• B)being willing to help customers whenever possible
• C)trying to instil confidence in customers
• D)matching competitors' levels of service whenever possible
• E)giving prompt service to customers

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Definitions:

Time-and-A-Half

A pay rate that is 1.5 times the employee's standard hourly rate, typically paid for overtime work.

Graduated Commission

A commission structure where the rate of commission increases with the amount of sales or revenue generated.

Gross Salary

The total of an employee's regular earnings before taxes and other deductions.

Annual Salary

The total amount of money earned by an employee in a year, not including bonuses or other extra payments.