Salespeople at Nordstrom Have a Clear Picture of Superior Customer

question 28

Multiple Choice

Salespeople at Nordstrom have a clear picture of superior customer service so they can serve customers better. This example best shows that:

• A) vision establishes a standard of excellence.
• B) Nordstrom has a good human resources department.
• C) the company is mainly focused on internal organizational issues.
• D) Nordstrom concentrates on short-term results rather than taking the long-view.

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Definitions:

Defence Mechanisms

Psychological strategies used unconsciously to protect oneself from anxiety arising from unacceptable thoughts or feelings.

Hatred

An intense dislike or ill will towards a person, group, or object, often characterized by hostility.

Repression

A defense mechanism where undesirable thoughts, memories, or desires are unconsciously blocked from conscious awareness.

Distressing Thoughts

Intrusive and upsetting thoughts that can cause significant emotional discomfort or anxiety.