________ involves exchanging something of value for an agreement to lessen the resistance to the change effort

A company is considering eliminating a product line. The fixed costs currently allocated to the product line will be allocated to other product lines upon discontinuance. If the product line is discontinued,

a) total net income will decrease by the amount of the product line's fixed costs. b) total net income will increase by the amount of the product line's fixed costs. c) the contribution margin of the product line will indicate the net income increase or decrease. d) the company's total fixed costs will decrease.

The top rung of the loyalty ladder is the ________ rung

A) word of mouth/buzz B) repeat purchase C) satisfaction D) evangelism E) ownership