Cameron Is a Customer Service Representative and Has Just Gone

question 49

Multiple Choice

Cameron is a customer service representative and has just gone through training to improve his listening skills.Which of the following skills was he most likely taught that will make him a better listener?

• A) Mentally criticize grammar, voice, tone, and speaking style to get a better sense of what the customer is like.
• B) If you already know what the answer is, you can tune out some of what the customer is saying.
• C) Remain silent for a few seconds after a customer finishes to be sure the thought is completed.
• D) Because listening is automatic, you can divide your attention among two or more tasks to be more productive.

Learn the principles of cost allocation in service departments and the rationale behind it.

Grasp the concept of joint costs and the methods for their allocation.

Understand the role and structure of a responsibility accounting performance report in comparing actual to budgeted costs.

Identify the characteristics of a service department within an organization.

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Definitions:

Anti-democratic

Referring to principles, actions, or ideologies that oppose democracy, which is a system of government where power is vested in the hands of the people, often through elected representatives.

Elitist

Pertaining to a belief or attitude that a select group of people with a certain ancestry, intrinsic quality, high intellect, wealth, or who have specific, desirable affiliations are entitled to lead or enjoy special status.

Anti-democratic

Opposed to democratic principles, often favoring centralized control or leadership without the same level of input or influence from the general population.

Upper-management Levels

The highest tier in an organization's management hierarchy, responsible for strategic decision-making and company-wide policy setting.