Moments of Truth (MOTs) Can Occur with Customers

question 5

Multiple Choice

Moments of truth (MOTs) can occur with customers:

• A) via an automated telephone system.
• B) via an organisation's website.
• C) via face-to-face contact.
• D) via telephone contact.
• E) All of these responses are correct.

---

Definitions:

Raw Materials

the unprocessed or minimally processed resources used to manufacture finished goods, such as metals, plastics, or textiles.

Retained Earnings

Cumulative net income of a company that is retained within the business rather than distributed to shareholders as dividends.

Cost of Goods Sold

The total cost directly associated with producing goods, including materials and labor expenses, that a company sells during a specific period.

Collections

The process of recovering amounts owed to a business by its debtors or customers.