Bob Demonstrates to Trainees How to Handle Angry Customers Who

question 44

Multiple Choice

Bob demonstrates to trainees how to handle angry customers who call the firm's help line.Each trainee is then assigned a role to play in a simulated telephone conversation to help the trainees practice the proper communication skills.Which training technique is Bob most likely using?

• A) behavior modeling
• B) informal learning
• C) apprenticeship training
• D) vestibule training

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Definitions:

Rational Process

A systematic approach to problem-solving based on logical reasoning, critical analysis, and factual evidence.

Logical

Relating to or involving the process of reasoning and the use of the mind to analyze facts and make decisions based on evidence and sound principles.

Value Chain

A series of activities that a company performs to deliver a valuable product or service to its customers.

Channels of Distribution

The pathways through which goods and services flow from the producer to the consumer or end-user in the market.