You Installed a New Home Theater PC System in a Client's

question 47

Multiple Choice

You installed a new home theater PC system in a client's home last week. Today a lightning strike fried the system. Your client loudly and repeatedly tells you that the system is brand new, so you must have made a mistake when you installed the system. How to you initially respond?

• A) Remind the customer that you recommended the customer buy a surge protector to protect the system. However, the customer did not want the additional cost.
• B) Empathize with the customer, but after listening assert that the job was completed properly and the customer signed the authorization paperwork.
• C) Show sympathy and apologize often throughout the tirade to defuse the customer's anger.
• D) Ask questions about the incident, but stand up for yourself by telling the customer that you are not responsible for "Acts of God."
• E) Show sympathy for the incident, but point out that electrical devices should not be operated during lightning storms.

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Definitions:

Gestalt Principle

A theory which proposes that humans tend to organize visual elements into groups or unified wholes when certain principles are applied, such as similarity or proximity.

Template Matching

A theory of pattern recognition that suggests objects are identified by comparing them to mental templates or prototypes.

Featural Analysis

A process in cognitive psychology where visual stimuli are broken down into their basic elements or features for recognition and processing.

Prototype Matching

A theory in cognitive psychology that proposes the process of object recognition involves comparing stimulus with an internally stored prototype or the most typical example of a category.