When Customers Make the Effort to Complain to a Salesperson

question 67

Multiple Choice

When customers make the effort to complain to a salesperson, they want all of the following EXCEPT:

• A)their grievances handled in a friendly manner.
• B)a sympathetic reaction to their problems.
• C)their feelings acknowledged.
• D)the salesperson to become antagonistic with them.
• E)a chance to tell their story.

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Definitions:

Criterion Variable

The dependent variable in statistical modeling, whose variation is being studied and predicted.

F-ratio

A statistical test ratio used in the analysis of variance (ANOVA) to determine if the variances between means are significant, typically comparing the variance between groups to the variance within groups.

R

A programming language and free software environment used for statistical computing and graphics.

Significance

The likelihood that an observed effect or relationship in data is not due to chance, typically assessed through statistical tests.