To Create a Positive Impression and Foster Goodwill Towards an Organisation

question 22

Multiple Choice

To create a positive impression and foster goodwill towards an organisation, staff need to

• A) acknowledge and greet customers appropriately.
• B) listen to customers' expressions of their needs with respect.
• C) know their product and the service they are delivering.
• D) All of the above

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Definitions:

Cannon-Bard Theory

A theory of emotion that proposes emotions and physiological responses occur simultaneously and independently.

Cognitive Label

The identification or interpretation of a feeling once physiological arousal has occurred.

Physical Reaction

The body's automatic response to a specific stimulus, which can be immediate and involuntary, reflecting changes in physical state.

Emotion-arousing Stimulus

Any event or object that elicits a strong emotional response.