Mateo Works as a Customer Service Representative at Asphalt Autos

question 32

Multiple Choice

Mateo works as a customer service representative at Asphalt Autos. He writes a letter to a customer who has recently become a member of the lifetime service club. Which of the following introductory statements written by Mateo best illustrates you-attitude?

• A) You are now a lifetime service club member at Asphalt Autos!
• B) You will be delighted to know that you have become a lifetime service club member at Asphalt Autos.
• C) We at Asphalt Autos are glad to inform you that you are now a lifetime service club member!
• D) I am sure you will be happy to know that you are now a part of our lifetime service club family.
• E) It gives me pleasure to inform you that you are now in our lifetime service club!

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Definitions:

Referent Power

A form of influence based on the leader's appeal and charisma that inspires loyalty and admiration from followers.

Compliance

The act of following and adhering to rules, regulations, or requests established by authorities or organizations.

Coercive

Employing force or intimidation to obtain compliance or control over others.

Instrumental Compliance

Following rules or guidelines not out of agreement or belief but as a means to achieve a certain goal or reward.