One of the Real Problems with Using In-House People to Report

question 39

Multiple Choice

One of the real problems with using in-house people to report on customer problems is that:

• A) they don't know how to interact with customers and lack experience.
• B) each suggestion is usually someone's perception of what the customer problem is.
• C) they tend to focus on finding out what new products customers are looking for instead of providing a solution with each suggestion.
• D) they generally lack the skills and expertise required for analyzing customer problems.

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Definitions:

Self-Serving Bias

A cognitive bias where individuals attribute their successes to internal factors and their failures to external factors.

Fundamental Attribution Error

The cognitive bias that leads individuals to overemphasize personal traits and underestimate the influence of situational factors when explaining other people's behavior.

Halo Effect

The halo effect is a cognitive bias where an observer's overall impression of a person, company, or brand influences their feelings and thoughts about that entity's character or properties.

Distinctiveness

The quality or state of being easily distinguishable from others due to unique characteristics or features.