You have been meeting every day for four days with the purchasing manager, trying to decide the relative responsibilities of the quality and purchasing departments for dealing
with supplier problems. Which of the following would likely be least effective at helping reach agreement?

• A.Wait several days before meeting again.
• B.Write a procedure outlining how you believe the process should work.
• C.Spend more time listening than talking, in order to understand the purchasing manager 's viewpoint.
• D.Meet in a conference room rather than one of your offices.

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The best use of the cost of lost banking customers is to:

• A.Compare this cost from one accounting period to another.
• B.Compare lost-customer costs with costs to obtain new customers, and if the cost of obtaining new customers is greater, refocus efforts on customer retention.
• C.Use these figures to reprimand employees responsible for lost customers.
• D.Justify an initiative to contact lost customers and entice them to come back.

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Scenario planning is used for:

• A.Analyzing the results of a SWOT analysis.
• B.Envisioning several alternative strategic viewpoints.
• C.Determining which method of financial analysis to use.
• D.Deciding which continuous improvement project recommendations to implement first.

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Which of the following techniques is most useful for measuring the test- retest reliability of a survey?

• A.Have the same respondents complete a survey at two different points in time.
• B.Conduct an organized review of the survey to ensure that it includes everything it should.
• C.Calculate Cronbach's coefficient alpha.
• D.Use differently worded items to measure the same attribute.

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To further improve customer loyalty, an investment service organization may effectively use which of the following strategies?
I. A lost-customer analysis
II. Free lessons for customers on how to make wise investments
III. A customer panel to determine acceptability of a free quarterly newsletter highlighting the lives of long-term investors
IV.
Direct computer access to market information and investment analysis data for high-value customers

• A.I, II, III, and IV
• B.II, III, and IV only
• C.I only
• D.I and III only

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