To Recognize Their Customer's Individual Preferences, Flyaway Airlines Began to Map

question 83

Multiple Choice

To recognize their customer's individual preferences, Flyaway Airlines began to map each step of customer interaction.This included making a note of individually preferred seating, food, and travel timings.Each of these customer interactions may be referred to as _____.

• A)tangible contacts
• B)touch points
• C)response stimuli
• D)response centres

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Definitions:

Resistance

A psychological or behavioral force that opposes change or hinders progress.

Credibility

The quality of being trusted and believed in, often gained through expertise or reliability.

Effective Facilitator

A person skilled in guiding groups or meetings efficiently towards achieving their goals without taking a particular position in the discussion.

Dominate

To have a commanding influence over; to prevail or have control over.