By Changing a Standard from "Be Nice to Customers" to "Greet

question 46

Multiple Choice

By changing a standard from "be nice to customers" to "greet every customer,and if possible by name," a services marketing manager has created a(n) __________ goal.

• A) insurmountable
• B) invisible
• C) empowerment
• D) measurable
• E) inseparable

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Definitions:

Net Income

The total profit of a company after all expenses and taxes have been subtracted from total revenue.

Fixed Costs

Expenses that do not change in proportion to the level of goods or services produced within a certain period.

Hurdle Rate

The minimum rate of return on a project or investment required by a manager or investor.

Cost of Capital

The rate of return that a company must earn on its project investments to maintain its market value and attract funds.