According to Jim Peterson,it Is Important to Know How Customers

question 5

Multiple Choice

According to Jim Peterson,it is important to know how customers honestly perceive the quality of the product or service offered by the franchise system.The product quality is within the perception of the customer and is greatly influenced by the franchise system's server.The attitude of the customer is made up of three key factors.Which one of the options below is not one of these critical customer perception factors?

• A)70%--the way the customer is looked at;
• B)29%--based on the tone of the server's voice;
• C)1%--exactly what the employee (server)says;or
• D)the server's intent to win an argument.

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Definitions:

Stimulus Discrimination

The ability to differentiate between two or more stimuli, responding only to the one that is conditioned while ignoring the others.

Learned Response

A reaction or behavior that is developed as a result of experience or conditioning.

Stimulus Generalization

The process by which a conditioned response is triggered by stimuli that are similar to the original conditioned stimulus.

Learned Response

A reaction or behavior that results from repeated exposure, practice, or conditioning, rather than being an inborn or instinctual response.