20. What does ripple effect mean? O A. The method of spreading customized messages to customers via the Internet OB. The impact a single unhappy customer has on other people and businesses O C. The process in which positive morale spreads throughout a company's employees O D. The number of jobs lost when there is not enough respect for diversity 18. Which of these statements would most likely help to diffuse an upset caller? O A. "I can understand why you would feel that way, sir." O B. "I am sure that model was built better than that, ma'am." OC. "Please let me put you on hold for a few moments." O D. "I'm sorry, that isn't a problem I can help you with." 17. Which of the following statements about customized messages is incorrect? O A. They're being used less in today's high-tech commerce. O B. They're only sent to a limited number of customers. O C. They're individually tailored messages sent to customers. O D. They're rarely successful for the average business. Select the best answer for the question. 15. Which of the following ways to answer the phone is considered the best to use in customer service? O A. "Tech support. This is Joe Brown." B. "You've reached the customer support line and this is Mrs. Cooper speaking." OC. "Hellol This is Ellen. How are you doing today?" O D. "Welcome to Acme. How may I help you?" 13. Which of the following is not one of the primary types of customer turnoffs? O A. Profit O B. People O C. Value O D. Systems