When Customers Do Complain by Telephone or in Person,the Sales

question 55

Multiple Choice

When customers do complain by telephone or in person,the sales representative should:

• A)encourage them to express their feelings.
• B)change the topic.
• C)ignore them.
• D)express his/her own opinion.
• E)give them free products.

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Definitions:

Dependent Samples

Samples that are interconnected or have relationships with each other, where the members of one sample correspond to or affect the members of another.

Analysis Of Variance

A statistical method used to compare means of three or more samples, testing if at least one sample mean is different from the others.

Independent Samples

Samples that are selected from two populations in such a way that the samples are not related or do not influence each other.

One-Way Analysis Of Variance

A statistical method used to test the difference between the means of three or more independent groups on a single factor to determine if at least one group mean is statistically different.