In Terms of Enhanced Customer Satisfaction, the Most Important Communication

question 55

Multiple Choice

In terms of enhanced customer satisfaction, the most important communication skills are recognized as

• A) employees' listening skills, empathy, and cultural sensitivity.
• B) employees' track record, clarity, and directness.
• C) employees' listening skills, assertiveness, and reliability.
• D) employees' loyalty, popularity, and experience.

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Definitions:

Antitrust Legislation

Laws aimed at promoting competition and preventing monopolies by regulating corporate behaviors that limit market competition.

Celler-Kefauver Act

A U.S. law aimed at limiting anticompetitive mergers and acquisitions by restricting asset purchases and inter-corporate stock purchases.

Interlocking Directorates

A situation where the same individuals serve on the boards of directors of multiple companies, creating interconnectedness and potential conflicts of interest.

Antitrust Laws

Legislation (including the Sherman Act and Clayton Act) that prohibits anticompetitive business activities such as price fixing, bid rigging, monopolization, and tying contracts.