As a Customer Service Rep, Joseph Is Responding to a Customer's

question 47

Multiple Choice

As a customer service rep, Joseph is responding to a customer's question sent to him via e-mail.What is the very first task Joseph should do?

• A) Hit the "Reply" button.
• B) Determine the purpose of the message he will send as a response.
• C) Start composing his reply.
• D) Conduct any necessary research.

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Definitions:

Declining Interest Rates

A situation in which the general level of interest rates in the economy is decreasing, affecting borrowing costs, investment returns, and economic activity.

Capital Gain

The profit realized from the sale of a capital asset, such as stock or real estate, when the selling price exceeds the original purchase price.

Term To Maturity

The remaining time until a debt instrument is due for repayment.

Modified Duration

A measure of the sensitivity of a bond's price to changes in interest rates, modified to account for changes in cash flow schedules.