Anthony Is a Purchasing Agent for a Hospital

question 35

Multiple Choice

Anthony is a purchasing agent for a hospital. One day the hospital receives a shipment from a supplier with several items missing. Anthony calls the supplier and talks to a customer service representative, who is very friendly and helpful. Anthony calls the supplier again the next day but talks to a different customer service representative, who is not as friendly and not as helpful. What type of problem does the supplier have involving its customer service?

• A) Customer service people are hard to train.
• B) The quality of the service provided is inconsistent across customer service agents.
• C) The first customer service agent set an unrealistic expectation.
• D) The second customer service agent needs more training.

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Definitions:

Cash Dividends

Payments made by a company to its shareholders out of its profits or reserves.

Market Price

The current price at which an asset or service can be bought or sold in the market.

Preferred Stock

A class of ownership in a corporation that has a higher claim on assets and earnings than common stock, usually with dividends that are paid out before those to common stockholders.

Basic Earnings Per Share

A calculation that shows a company's profitability per share of stock by dividing net income by the weighted average number of common shares outstanding.