Those Points of Contact Between the Buyer and Seller That

question 95

Multiple Choice

Those points of contact between the buyer and seller that are most critical to the relationship are called:

• A)impact moments.
• B)moments of truth.
• C)judgment moments.
• D)moments of impression.

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Definitions:

Decoding

The process of interpreting and understanding communication signals or messages.

Communication Process

The method by which information is exchanged between a sender and a receiver through a medium or channel.

Misrepresentation

The act of deliberately presenting false or misleading information.

Filtering

The process of selecting which information will be paid attention to and which will be ignored.