When Theresa Martinez Relocated from the East to the Midwest,she

question 56

Multiple Choice

When Theresa Martinez relocated from the East to the Midwest,she needed to find a bank with offices in her new state.Several banks offered banking products (checking and savings accounts,loans,certificates of deposit) and other financial products (mutual funds,insurance) that were available from her former bank.After selecting U.S.Bank,Theresa later needed some help with her accounts and went to visit her personal banker.She was very impressed with the banker's attitude and willingness to explain certain items to her in terms she could understand.The service Theresa received from the U.S.Bank banker exhibited __________ properties.

• A)credence
• B)expertise
• C)search
• D)experience
• E)customer relationship

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Definitions:

Emotional Timing

The appropriate or opportune moments for expressing feelings.

Listener

Someone who actively pays attention to and processes what others are communicating.

Selective Listening

The practice of hearing and responding to certain parts of a conversation while ignoring others, often based on personal biases or interests.

Social Context

The immediate physical and social setting in which people live or in which something happens or develops.