If Xerox Inflates the Time It Will Take for a Service

question 73

Multiple Choice

If Xerox inflates the time it will take for a service rep to visit,then has the rep arrive a day earlier,the customer will be suitably impressed.This is a technique that emphasizes the use of ________.

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

---

Definitions:

Profit Margin

Profit margin is a financial metric showing the percentage of revenue that remains as profit after all operating expenses are deducted from sales.

Investment Turnover

A ratio that measures the efficiency of a company’s use of its assets in generating sales or revenue; the ratio of net sales to average total assets.

Transfer Prices

Prices charged for the selling of goods and services between subsidiaries or divisions within the same company.

Variable Cost

Expenses that change in proportion to the level of production or business activity.