Training Is Especially Important in Reinforcing the Customer Service Culture

question 11

Multiple Choice

Training is especially important in reinforcing the customer service culture at Zappos where

• A) new employees are offered money to quit.
• B) employees are just interested in getting a paycheck.
• C) training does not include any tests.
• D) a cost leadership strategy is being used.
• E) little screening of employees occurs.

---

Definitions:

Close-Ended Question

A type of question designed to receive a specific, usually "yes" or "no," answer, limiting the extent of response.

FAB Sequence

Features, Advantages, and Benefits sequence used in sales and marketing to communicate the value of a product or service to customers.

Business Proposition

An offer or suggestion, typically involving a product or service, presented to a potential client or partner.

Marketing Plan

A comprehensive document outlining the marketing strategies, tactics, and actions aimed at achieving the marketing objectives of a business.