In Customer Service, Many People Do Not Always Act the Way

question 7

Multiple Choice

In customer service, many people do not always act the way you want them to. Hence, for those in customer service, ________.

• A) behavior studies are a waste of time
• B) controlling others' behavior is necessary
• C) isolation from such customers is essential
• D) adaptability is crucial

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Definitions:

Discount Factor

A financial metric used to determine the present value of a future cash flow, discounting it for risk and the time value of money.

After-Tax Discount Rate

A rate used in capital budgeting that takes into account the effects of taxes on the project's cash flows.

Straight-Line Depreciation

A strategy for apportioning the cost of a solid asset over its period of utility in uniform annual portions.

Internal Rate Of Return

A metric used in capital budgeting to estimate the profitability of potential investments, calculated as the discount rate that makes the net present value of all cash flows equal to zero.