A Marketing Manager Should

question 61

Multiple Choice

A marketing manager should

• A) know that most consumer complaints do not require a response because the consumer's dissatisfaction is beyond the control of the firm.
• B) recognize that many consumers who complain are trouble makers and that not much can or should be done about their complaints.
• C) assume that most customers who are dissatisfied will complain, but that people who are satisfied will be silent.
• D) be concerned that many of the complaints that are reported are never resolved.
• E) recognize that a "complaint" box isn't needed if the firm is really market-oriented in the first place.

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Definitions:

Silicate Content

The proportion of silicate minerals present in a rock, soil, or other material.

Felsic

Refers to igneous rocks that are rich in light-colored minerals such as quartz and feldspars, typically associated with continental crust.

Higher Viscosity

Refers to fluids that have a greater resistance to flow, often relating to the thick, slow-moving nature of certain types of lava.

Silicate Chains

Linear arrangements of silicate minerals linked by oxygen atoms, common in the structure of many igneous rocks.