Use a passive sentence when you need to form a ________________ from one sentence to the next

________ are costs incurred after the company delivers poor-quality goods or services to customers and then has to make things right with the customer

A) Prevention costs B) Appraisal costs C) Internal failure costs D) External failure costs

When Hewlett-Packard's management team decided to alter the impression that the company was a staid company run by engineers into an ultimate lifestyle technology company in tune with pop culture is an example of:

A) developing a new image B) reinforcing a current image C) rejuvenating an image D) changing an image