Which of the following represents the three part formula for responding positively to a claim using social media?
A) Understanding, apology, and solution
B) Identification, resolution, and apology
C) Apology, blame, and dismissal
D) Defense, plan of action, and follow up
E) Tweeting, wall posts, and rating alterations
Answer: A
Explanation: A) The three-part formula—understanding, apology, and solution—works equally well when responding to complaints received through Twitter, Facebook, or other social media outlets.
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What is a unique advantage to using person-administered surveys?
A) feedback B) rapport C) quality control D) adaptability E) all of the above
Amanda Perkins is a senior sales manager in Arlington Steelworks
As the customer base of her company has grown larger and more demanding over the last few years, Amanda insists on ________, or using groups of people from various departments such as sales, technical support, engineering, and even upper management to service complex accounts. A) cross selling B) e-procurement C) team selling D) observational research E) vendor screening