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

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Definitions:

Revenue Volume Variance

This reflects the difference between actual revenue and the expected revenue that was based on the budget, often attributed to changes in sales volume.

Planned Selling Price Sep## Actual Units Sold

This represents the comparison between the pre-established price at which goods were intended to be sold and the actual number of units sold.

Significant Variances

Major discrepancies between planned and actual figures in budgets, costing, or any financial metric.

Favorable Cost Variance

A situation where the actual cost of a product or service is less than its budgeted or standard cost.