By Creating the Role of a Customer Quarterback (An Employee

question 14

Multiple Choice

By creating the role of a customer quarterback (an employee who greets customers when the store is busy, assesses their shopping needs, and then instructs other employees) , ACE Hardware has successfully

• A) increased product sales.
• B) downsized the number of employees.
• C) focused customer attention on specific brands.
• D) converted mission shoppers to competitive loyals.
• E) improved customer satisfaction.