The Use of Effective Communication Skills in Customer Service and Public

question 59

Multiple Choice

The use of effective communication skills in customer service and public relations is critical because

• A)such skills are 'best practice' and required in a global trading environment
• B)they allow the real needs of the customers to be addressed
• C)customers expect special treatment
• D)the organisation pays for staff to have such skills

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Definitions:

Systematic Risk

This is the exposure to uncertainty faced by all investments in a market or a sector, and is also recognized as market risk or non-diversifiable risk.

Unsystematic Risk

The risk of price change due to the unique circumstances of a specific security, as opposed to the market as a whole.

Market Risk Premium

The extra return expected by investors for taking on the risk of investing in the stock market over a risk-free rate.

Security Market Line

A line representing the relationship between the expected return of a market security and its risk, as measured by beta.