The Customer Service Representatives at G

question 72

Multiple Choice

The customer service representatives at G.K.'s Heating and Cooling must know as much about the products as possible, so that they can help customers solve their difficulties without sounding hesitant or unsure of themselves. This is an example of a high-quality strategy for ________.

• A) life-cycle cost
• B) postsale service
• C) self-service technologies
• D) out-of-pocket costs
• E) expectation management

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Definitions:

Photography Equipment

Tools, machines, and accessories used for taking photographs, such as cameras, lenses, lighting, and tripods.

Invoice

A document issued by a seller to a buyer that lists goods or services provided, the costs, and the payment terms.

Dairy Products

Foods produced from the milk of mammals, such as cheese, milk, butter, and yogurt.

Operating Profit

Income generated by the primary activities of a business, not including expenses from interest or taxes.