Customer Satisfaction Is Affected by the Amount of Time It

question 35

Multiple Choice

Customer satisfaction is affected by the amount of time it takes to get a question answered or a problem resolved.Retailers can minimize this time by:

• A)using company jargon when dealing with customers so customers can learn about the products that are offered
• B)delegating all handling of complaints to store managers only
• C)providing employees the tools and ability to service customers
• D)increasing the number of people the customer deals with so the customer can see how the retailer really cares about resolving his or her complaints

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Definitions:

Installation Costs

Installation costs are expenses associated with setting up or installing equipment, machinery, or other assets so they are ready for use.

Straight-Line Depreciation

A method of allocating the cost of a tangible asset over its useful life in equal annual amounts.

Payback Period

Payback Period is the length of time it takes for an investment to generate sufficient cash flow to recover its initial cost, used as a basic measure of investment risk.

Salvage Value

The calculated remaining value of an asset at the conclusion of its effective life.