The Customer Service Representatives at G

Multiple Choice

The customer service representatives at G.K.'s Heating and Cooling must know as much about the products as possible, so that they can help customers solve their difficulties without sounding hesitant or unsure of themselves. This is an example of a high-quality strategy for ________.

A) life-cycle cost
B) postsale service
C) self-service technologies
D) out-of-pocket costs
E) expectation management