When you must deny a customer something they have requested, the best way to do it is to:
A. Be very direct. Do not pad the "no" with forgiving explanations.
B. Be empathetic. Make sure they understand that you regret having to say "no."
C. Avoid giving an answer. If you can put it off long enough, they will forget.
D. Offer all the reasons for why giving them what they want is a poor choice for
both the customer and the organization.
B
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________ refers to a new generation of Internet services that encourage online collaboration and sharing
A) Global village B) Push technology C) Viral marketing D) Web 2.0 E) E-commerce
Content analysis and interaction analysis are similar in that:
A. each is considered a quantitative method. B. each codes ongoing interaction. C. each is an experimental research design. D. each relies on participants' perceptions of communication events. E. each is a method for analyzing content of interaction.