Which of the Following Strategies Should Be Adopted for Successfully

question 4

Multiple Choice

Which of the following strategies should be adopted for successfully providing effective customer service over the telephone?

• A) Address customers using their first name irrespective of their consent.
• B) Always ask open-end questions to clarify or verify information.
• C) Always answer a phone call by the third or fourth ring.
• D) Multi-task while attending to customers on the telephone in order to save time.

---

Definitions:

Unearned Franchise Fees

Income received by a franchisor for which the services have not yet been provided or realized.

Notes Receivable

Represents claims for which formal written promises of payment have been received by the business.

Initial Franchise Fee

The upfront cost paid by a franchisee to a franchisor for the rights to use the franchisor's brand, business model, and resources to operate a franchise.

Gross Profit

The financial metric that represents the difference between sales revenue and the cost of goods sold (COGS), indicating the efficiency of a company in managing labor and supplies in production.