When a Customer Calls the 800 Toll-Free Number at L

question 215

Multiple Choice

When a customer calls the 800 toll-free number at L.L. Bean in Freeport, Maine, to order a new chamois shirt, the person who answers the customer's questions is a:

• A) Retailer's order taker.
• B) Missionary salesperson.
• C) Supporting salesperson.
• D) Retailer's order getter.
• E) Technical specialist.

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Definitions:

Learning Orientation

An individual's predisposition towards viewing situations as opportunities for gaining new knowledge and skills, rather than as tasks to be completed.

Primacy Effect

The tendency to remember information that is presented first better than information that is presented later.

Stereotyping

is the act of categorizing individuals into groups and making assumptions about them based on generalizations.

Self-Serving Bias

A cognitive bias where individuals attribute positive outcomes to their own actions and negative outcomes to external factors.