Alaina's Customer Service Department Follows Up on Customer Complaints by Telephone

question 10

Multiple Choice

Alaina's customer service department follows up on customer complaints by telephone inquiry. During a recent period, the department initiated 10,000 calls and incurred costs of $312,000. Of these calls, 3,800 were for the company's wholesale operation; the remainder was for the retail division. Costs allocated to the wholesale operation are:

• A) $0.
• B) $31,200.
• C) $118,560.
• D) $193,440.
• E) $203,000.

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Definitions:

Specific Task

A particular piece of work or duty that is assigned or expected to be carried out.

Ability

The possession of the skills, talents, or competencies to perform a specific task or set of tasks.

Forethought

Pertains to the mental activity involving planning or thinking ahead before taking action.

Social Learning Theory

A theory that proposes individuals learn new behaviors and acquire new information through observing others in their social environment.