When Calling a Customer by Phone to Address a Problem

question 23

Multiple Choice

When calling a customer by phone to address a problem or disappointment, you should describe the problem and apologize, offer an explanation and resolution, and

• A)follow up with a written message that documents the phone call and promotes goodwill.
• B)suggest a face-to-face meeting to resolve any remaining issues.
• C)come to an agreement on a refund or compensation.
• D)provide resale information or promote products and services.

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Definitions:

Expected Return

The anticipated amount of profit or loss an investment is projected to yield based on historical or estimated future performance.

Beta

A measure of a stock's volatility in relation to the overall market; a beta greater than 1 indicates higher volatility than the market.

Correlation Coefficient

The correlation coefficient is a statistical measure that calculates the strength and direction of a linear relationship between two variables, ranging from -1 (perfect negative correlation) to +1 (perfect positive correlation).

Portfolio Effect

The impact of diversifying investments across different assets, which can reduce risk without proportionately lowering expected returns.