If Xerox Overestimates the Time a Customer Has to Wait

question 118

Multiple Choice

If Xerox overestimates the time a customer has to wait for a service rep to arrive, then has the rep arrive well before the set time frame, the customer will be suitably impressed. This is a technique that emphasizes the use of:

• A) overinflating.
• B) undermanaging.
• C) managing expectations.
• D) overpromising.

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