All Businesses Deal with Unhappy Customers at Some Point, and They

question 91

Multiple Choice

All businesses deal with unhappy customers at some point, and they typically follow this pattern in these situations: call the customer, describe the problem and apologize, offer an explanation and resolution, and

• A) follow up with a 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:

Rates of Return

The gains or losses on an investment over a specified period, expressed as a percentage of the investment's initial cost.

Graphical Representation

A visual way of presenting data, information, or statistical results using charts, graphs, or other imagery.

Discounted Payback

A method to evaluate the profitability of an investment by calculating the time it takes for the net present value of cash flows to equal the initial investment cost.

Required Return

The minimum expected return on an investment necessary to compensate for the risk taken by the investor, including the time value of money and inflation.