Suppose That a Retail Store Conducts a Mail Survey of Its

question 52

Multiple Choice

Suppose that a retail store conducts a mail survey of its customers and finds that 50 percent of the customers believe store personnel are "courteous." Which benchmark or comparison would be most useful for interpreting this result?

• A)The annual dollars spent at the store by those customers who believe store personnel are courteous
• B)How the 50 percent figure compares with that for competitors
• C)The percentage of store personnel who have completed training in customer service and public relations
• D)How the 50 percent figure compares with industrial or wholesale institutions and stores
• E)The percentage of store personnel who feel they are courteous to customers

Recognize the benefits and drawbacks of formal and informal mentoring programs.

Explain the concept of collective vs. individual socialization and its relevance to organizational culture and behavior.

Understand the significance of realistic job previews in managing employee expectations and reducing reality shock.

Describe the role of socialization tactics in facilitating organizational socialization and the assumption of organizational roles.

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Definitions:

Controllable Factor

An element within a business or project that can be managed or influenced directly.

Excess Supply

A situation where the quantity of a product offered for sale by producers exceeds the quantity demanded by consumers at the current price.

Downward Pressure

Describes a situation in which there are factors that are causing the price of an asset or security to potentially decline.

Complements

Items that, when used or consumed together, enhance the value or enjoyment of both, often leading to an increase in demand for one when the price of the other decreases.