Instruction 7-5 The Manager of the Customer Service Division of a Major

question 141

Multiple Choice

Instruction 7-5
The manager of the customer service division of a major consumer electronics company is interested in determining whether the customers who have purchased a DVD player made by the company over the past 12 months are satisfied with their products.
-Referring to Instruction 7-5,which of the following questions in the survey will NOT likely induce a measurement error?

• A)How many times have you illegally copied copyrighted sporting events?
• B)How many times have you failed to set the time on the DVD player?
• C)What is your exact annual income?
• D)How many times have you brought the DVD player back for service?

Grasp the importance of selecting clear and effective words for communication.

Identify and differentiate between technical words, slang, and jargon.

Recognize and avoid the use of clichés to improve communication clarity.

Understand the significance of word choice to enhance message effectiveness.

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Definitions:

Moods

Emotional states that are less intense and longer-lasting than emotions, and often without a specific identifiable cause.

Interrelated

Things or concepts that are connected or related to each other in such a way that they influence or affect one another.

Contrast

The state of being strikingly different from something else in juxtaposition or close association, emphasizing differences between two or more items.

Criteria

Standards or principles by which something may be judged or decided.