It Is Important to Record the Facts of an Interaction

question 27

Multiple Choice

It is important to record the facts of an interaction with a customer in CRM software but not your conclusions,because:

• A)it is never appropriate to make conclusions from data without consulting the research department
• B)recording conclusions is a breach of ethics
• C)coworkers could use this information to sabotage your sales
• D)this information could become available to the customer in the future
• E)the competition has access to the same databases you do

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Definitions:

Universal Sources

Information or data that is widely accepted and used across various fields or disciplines, often considered reliable and comprehensive.

Anger

Anger is an emotional state that varies in intensity from mild irritation to intense fury and rage, often triggered by perceived wrongs or frustration.

Physiological Patterns

Regular or recurring biological activities or responses that are characteristic of living organisms, such as heart rate, breathing patterns, or hormonal cycles.

Polygraph

A machine designed to detect lies by measuring physiological responses such as blood pressure, pulse, respiration, and skin conductivity while the subject answers questions.