Even with Data from Customer Satisfaction Surveys, Customer Complaints, and Sales

question 63

Multiple Choice

Even with data from customer satisfaction surveys, customer complaints, and sales reports, many businesses do a poor job of listening to customers because they are

• A) internally focused.
• B) externally focused.
• C) focused on customer needs.
• D) focused on the potential customer.
• E) focused on dissatisfied customers.

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Definitions:

Misrepresentation

The act of deceitfully presenting false information as the truth or misleading someone about the characteristics or nature of something.

Negligence

The failure to take reasonable care to avoid causing injury or loss to another person.

Sexual Harassment

Unwelcome sexual advances as defined by the EEOC.

Multiple-Hurdle Model

Process of arriving at a selection decision by eliminating some candidates at each stage of the selection process.