Internal Employees or External Consultants Who Pose as Customers in On-Site

question 39

Multiple Choice

Internal employees or external consultants who pose as customers in on-site visits, over the telephone, or online to determine how well customers are being served are known as ________.

• A) mystery shoppers
• B) lobbyists
• C) jobbers
• D) category captains

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Definitions:

Decoding

The process of interpreting or understanding the meaning of information, messages, or signals received.

Well Intentioned

Having or showing a wish to do good and cause positive effects, even if not always achieving the desired outcome.

Low-context Cultures

Societies where communication is explicit, and understanding does not heavily rely on context, background, or non-verbal cues.

Written Word

The expression of ideas, thoughts, or information through the act of writing, as opposed to spoken communication.