Pareto's Law suggests that 80% of a company's revenues or profits are accounted for by 20% of a firm's products or customers

You are browsing through an entertainment Web site. When you click on one of the links, the screen turns grey and displays the advertisement of an automobile manufacturer. Clicking on the advertisement leads to the automobile manufacturer's Web site

This advertisement is an example of a(n) ________. A) interstitial B) superstitial C) floating ad D) pay-per-click ad E) wallpaper ad

In terms of dealing with customer problems, a study in a medical billing operation found that the most effective technique was to

A) focus more on the problem than the customer's emotion. B) focus more on the customer's emotion than the problem. C) immediately offer a refund rather than attempting to deal with an unhappy customer. D) ask the customer for sympathy and compassion.