Question $21(1$ point$)$

Customized messages mean that:

Question $21$ options:

a$)$

customers can control the ads they see.

b$)$

all consumers in one demographic can be given the same message without crossover to an unrelated demographic.

c$)$

both A and B

d$)$

neither A nor B

Question $22(1$ point$)$

The first step in developing a company$$s customer$-$driven strategy is:

Question $22$ options:

a$)$

articulate vision.

b$)$

establish a pecking order.

c$)$

create camaraderie.

d$)$

clear the communication channels.

Question $23(1$ point$)$

When promotions occur, which employees are most likely to advance?

Question $23$ options:

a$)$

The most productive

b$)$

The boss$$s favourite

c$)$

The highest paid

d$)$

The highest seniority

Question $24(1$ point$)$

The first step to reduce waiting time is to:

Question $24$ options:

a$)$

encourage customers to come in at times that are typically slow.

b$)$

anticipate peak$-$load times and plan staffing accordingly.

c$)$

plan for seasonal demands.

d$)$

all of the above

Question $25(1$ point$)$

The best companies to work for:

Question $25$ options:

a$)$

typically use multi$-$faceted employee training.

b$)$

allow employees to train themselves using on$-$the$-$job training.

c$)$

treat employees as hired hands.

d$)$

none of the above

Question $26(1$ point$)$

Presenting redundant information is seen as insulting to customers, who typically can understand the information if it is presented clearly in one format.

Question $26$ options:

a$)$ True

b$)$ False

Question $27(1$ point$)$

Management can contribute to stress by failing to:

Question $27$ options:

a$)$

allow workers to participate in decision making.

b$)$

provide family$-$friendly work policies.

c$)$

both A and B

d$)$

neither A nor B

Question $28(1$ point$)$

Keeping notes on customers and employees that you can later use in conversations is:

Question $28$ options:

a$)$

cheating.

b$)$

intrusive.

c$)$

smart.

d$)$

all of the above

Question $29(1$ point$)$

Packaging enhances the value of a product or service, even if core value remains unchanged.

Question $29$ options:

a$)$ True

b$)$ False

Question $30(1$ point$)$

Information is a valuable asset to your company, as such, requires managing. Sources should be checked for quality, $\_\_\_\_\_\_\_\_\_\_\_\_,$ and monitored for obsolete and misleading information.

Question $30$ options:

a$)$

readily available

b$)$

quantity

c$)$

re$-$categorized periodically

d$)$

kept secure