Emily Is an Inside Sales Representative for TEKSystems and Promises

question 93

Multiple Choice

Emily is an inside sales representative for TEKSystems and promises her customer accounts that she will return phone calls or e-mails within three hours during week-day work hours (9 a.m. to 5 p.m.) . She says that sometimes it's difficult to keep this promise to her customers but believes its a key to her success and the loyalty she creates among her customers. It's also led to referrals and helped her increase sales. What aspect of service quality is Emily delivering?​

• A)​responsiveness
• B)​empathy
• C)​assurances
• D)​tangibles

Recognize the role of transformational leadership in facilitating organizational change.

Understand the significance of communication in reducing resistance to organizational change.

Recognize the value of coaching and learning in facilitating organizational change.

Differentiate between the roles of internal and external change agents in organizational change.

---

Definitions:

Sensorimotor Stage

Piaget’s first stage of cognitive development, lasting from birth to about two years of age, during which infants construct an understanding of the world by coordinating sensory experiences with motor (physical) actions.

Synaptic Connections

The points at which nerve cells (neurons) connect and communicate with each other, playing a critical role in transmitting information throughout the nervous system.

Myelination

The process of forming a myelin sheath around a nerve fiber, enhancing the speed and efficiency of signal transmission.

Neurons

One of two types of cells in the nervous system; neurons are the nerve cells that handle the information-processing function.