You can?t tell much about people?s attitudes by how they sit, stand or walk

Which of the following is not necessarily an important step for an organization to take when rectifying a mistake to a customer?

A. Apologizing to the customer B. Offering atonement C. Solving the problem D. Involving top management in solution

Questions are tools of the trade for interviewers and may be classified as:

A. open/closed, primary/secondary, neutral/leading. B. clear/unclear, nice/not-so-nice, pleasant/unpleasant. C. open/closed, scheduled/nonscheduled, leading/loaded. D. favorable/unfavorable, good/bad, active/passive.