When Customers Complained That Employees at Freddy's Fast Stop Stores

question 56

Multiple Choice

When customers complained that employees at Freddy's Fast Stop Stores were unfriendly,Freddy's instituted its Smiling Service program,which required all employees to greet and make eye contact with every customer they see within 5 seconds and always smile and offer help whenever the customer appeared to need any.Employees were counseled,sent to training courses and terminated if they failed to follow these instructions.What mistake did Freddy's make when it instituted this program?

• A) It did not want to use audits or operating data to see how well the new program was being implemented
• B) It chose a hard standard without seeing if a soft standard would be more appropriate
• C) It selected behavior/actions for service standards instead of attributes
• D) It did not establish a means of measuring performance against standards
• E) It chose a soft standard without seeing if a hard standard was more appropriate

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Definitions:

Resources

The inputs or factors of production, including land, labor, capital, and entrepreneurship, that are used in the creation of goods and services.

Demand

The volume of commodities or services people are inclined and financially capable of purchasing at various price points during a designated time.

Opportunity Cost

Opportunity cost represents the value of the best alternative forgone when a decision is made to choose one option over another.

Bushel

A measure of volume that is used primarily for agricultural crops, with the exact measurement differing by product.