Brant, a Telemarketer, Has Been Given a Script to Read

question 106

Multiple Choice

Brant, a telemarketer, has been given a script to read to customers and was instructed to be enthusiastic and conceal any frustration he might have. Brant is using what?

• A) emotional dissonance
• B) display rules
• C) house rules
• D) emotional regulation

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Definitions:

Insurance Agent

a professional who sells, solicits, or negotiates insurance policies on behalf of an insurance company to clients.

Bearer Instruments

Financial documents that entitle the holder or bearer to a sum of money or value stated on the document, without requiring ownership registration.

Indorsement

An act of signing a document, often found on the back of a check, to transfer rights or to authenticate.

Negotiating

The process of discussing and arriving at a mutual agreement between parties with differing needs or viewpoints.