Which of the Following Guidelines Should Managers Follow While Building

question 32

Multiple Choice

Which of the following guidelines should managers follow while building a customer-responsive culture?

• A) Precisely defining employees' normal job requirements and ensuring they perform those actions alone
• B) Giving service/contact employees continual training on product knowledge, listening, and other behavioral skills
• C) Designing jobs with rules and procedure that employees should stick to in order to satisfy customers
• D) Preserving the discretion to make day-to-day decisions on job-related activities at the top level of management
• E) Awarding employees who prove cost savings from minimizing time spent on customers.

---

Definitions:

HSN

Home Shopping Network, a television network that broadcasts live retail programming 24 hours a day.

Nonstore Retailing

Selling goods or services outside of a traditional retail establishment, such as online, direct mail, or telemarketing.

Direct Selling

A retail channel where sales are made directly to consumers, bypassing traditional retail environments.

Vending Machines

Automated machines that provide items such as snacks, beverages, and other products to consumers after money, a credit card, or a specially designed card is inserted into the machine.