Taking a "you" perspective in the face of a mistake ________
A) results in the customer ending all business relations with the company
B) is considered to be harmful for future business
C) results in angry customers
D) is ethical and a good business decision
E) must be avoided
Answer: D
Explanation: D) Taking a "you" perspective in the face of a mistake is not only ethical, but also a good business decision. A strategically worded apology can improve a company's public image, facilitate forgiveness, and even decrease damages if a case goes to court.
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The more precise the prediction in a linear relationship, the closer the R-square value will be to:
A) 0 B) -1 C) +1 D) infinity E) .01
Which of the following would most likely be used in a focus group?
A) an fMRI machine to better understand why consumers make the decisions they do B) a one-way mirror that allows a client to observe the group C) a longitudinal design that tracks the responses of members of the group over time D) an experiment that attempts to rule out some explanations for consumer decisions E) a cross-sectional design that collects information from a large number of respondents