Suppose That a Retail Store Conducts a Mail Survey of Its

question 52

Multiple Choice

Suppose that a retail store conducts a mail survey of its customers and finds that 50 percent of the customers believe store personnel are "courteous." Which benchmark or comparison would be most useful for interpreting this result?

• A)The annual dollars spent at the store by those customers who believe store personnel are courteous
• B)How the 50 percent figure compares with that for competitors
• C)The percentage of store personnel who have completed training in customer service and public relations
• D)How the 50 percent figure compares with industrial or wholesale institutions and stores
• E)The percentage of store personnel who feel they are courteous to customers

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Definitions:

Maslow Hierarchy

A theory of human motivation that ranks human needs in a pyramid structure, from basic physiological needs at the bottom to self-actualization at the top.

Self-actualization

The realization or fulfillment of one's talents and potentialities, considered as a drive or need present in everyone.

Physiological

Relating to the branch of biology that deals with the normal functions of living organisms and their parts.

Personal

Relating to or affecting an individual directly; not related to or representative of anything larger or external to oneself.