Answered Essay: Q20. An unbiased witness is    a. a person who will be the most objective.

Q20. An unbiased witness is
a. a person who will be the most objective.
b. a person who has something to lose by making a statement.
c. a person who has something to gain by making a statement.
d. a person who is an expert in a different field.

Q28. When a business does not plan for productive client communication and customer service, that organization can expect
a. as many problems to arise as in any other organization.
b. low expectations and many complaints.
c. an average number of complaints about service.
d. good service from employees because people already know the importance of customer service.

Q29. Relationship selling refers to the move away from product-driven sales to customer-driven sales.
a. True
b. False

Q32. A new mindset in many organizations focuses on improving business by changing from an operations-driven culture to
a. a value-driven culture.
b. a customer-driven culture.
c. a money-driven culture.
d. an ideals-driven culture.

Q38. Angry customers can actually help an organization by pointing out where there may be failure and opportunities to improve.
a. True
b. False

Expert Answer


20- a. a person who will be the most objective. Here the person will say what he have seen or doesnot have any subjectivity in opinion who can listen to own consciousness.

28- c. an average number of complaints about service. Because of non-availability of these services complains on these issues will increases.

29- a. True. Here interaction between the buyer and the salesman has primacy then features of the product.

32- a. a value-driven culture. New value created in this approach from the existing values by overhauling the process.

38- b. False.These customers have short-temper and do not listen to anything.

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