When a Customer Service Problem Requires an Apology,a Salesperson Should

question 61

Multiple Choice

When a customer service problem requires an apology,a salesperson should most likely:

• A)delegate the task to a customer service representative
• B)write and send a thoughtful,hand-written letter
• C)send a prompt e-mail to the customer
• D)send a text message to the customer
• E)call the customer personally

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Definitions:

Implicit Attitudes

Unconscious beliefs or feelings towards objects, people, or situations that can influence behavior and perceptions.

Accessible

Easily reached or obtained; easy to understand or appreciate.

Automatically

Occurring involuntarily or without conscious thought, as in actions or processes in the human body or computers.

Conformity

The act of matching attitudes, beliefs, and behaviors to group norms, policies, or societal expectations.