If Xerox Overestimates the Time a Customer Has to Wait

question 118

Multiple Choice

If Xerox overestimates the time a customer has to wait for a service rep to arrive, then has the rep arrive well before the set time frame, the customer will be suitably impressed. This is a technique that emphasizes the use of:

• A) overinflating.
• B) undermanaging.
• C) managing expectations.
• D) overpromising.

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Definitions:

Bluff

A strategy in negotiations or games where one pretends to have a stronger position or intent than is actually true.

Deadline

A fixed or set time by which something must be completed or submitted.

Disruptive Action Tactics

Strategies intended to disrupt or destabilize the status quo in negotiations or competitions, to gain advantage.

Escalation Of Conflict

The process by which disputes and disagreements grow in severity and intensity.