Which of the Following Is a Current Development in Customer

question 37

Multiple Choice

Which of the following is a current development in customer service?

• A)Salespeople are spending less time monitoring customer satisfaction.
• B)Incentives are used by salespeople to personalize customer relationships.
• C)The personal follow-up visit has proven to be the only effective follow-up method.
• D)Extranets enhance customer service by placing regular,automated calls to customers.
• E)Salespeople criticize competitors for the purpose of creating magical moments with customers.

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Definitions:

Cognitive Interpretation

a mental process that involves understanding and assigning meaning to perceptions, sensations, and information.

Schachter and Singer

Two psychologists known for their theory on emotion, suggesting that physiological arousal is interpreted in the context of the environment to produce the emotional experience.

Physical Arousal

A physiological response of the body to sexual attraction or excitement, involving increased blood flow, heart rate, and erection or lubrication.

Labeling

The process of identifying and naming specific conditions or behaviors, which can influence perception and treatment of individuals.