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5 Steps to Customer Excellence

The road is blocked, you still proceed to pass by that road. Consequently, the cop catches you for entering a no entry road and insists you do not use this route. Under which category of c-factor does the cop fall?

Authority Bias

A

Ambiguity aversion

B

Empathy Gap

C

Priming

D

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GOODLUCK!

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WRONG!

When one of your team members is unwell, is experiencing vomiting and unable to eat, you offer to purchase a lemon soda for them. Which C-factor category would you fall under?

Power of because

A

Authority Bias

B

Ambiguity aversion

C

Empathy Gap

D

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RIGHT!

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WRONG!

You visit a hospital for a doctor’s appointment. The nurse asks the patient to wait for2 hours as the doctor is attending an urgent operation. Under which C-factor does the patient fall?

Empathy Gap

A

Authority bias

B

Ambiguity aversion

C

Power of because

D

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You’re in the queue to buy some medicines when a pregnant lady requests you if she can go ahead and buy her medicines. You ask her why she wants to go ahead. She tells you she’s pregnant and can’t stand for long periods of time. Under what category does this pregnant lady fall, given the C-factor?

Concretisation

A

Ambiguity aversion

B

Power of because

C

Anchoring

D

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WRONG!

You're planning to buy a house and your agent shows you a property that is close to the airport. However, this is not the requirement you have. Instead, you need a place with nearby markets and public transportation. Which C-factor do you fall into?

Concretisation

A

Power of because

B

Ambiguity aversion

C

Empathy Gap

D

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WRONG!

Lorem ipsum dolor sit amet, consectetuer adipiscing elit sed diam nonummy?

Wrong answer

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Wrong answer

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Lorem ipsum dolor sit amet, consectetuer adipiscing elit sed diam nonummy?

Wrong answer

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Lorem ipsum dolor sit amet, consectetuer adipiscing elit sed diam nonummy?

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Lorem ipsum dolor sit amet, consectetuer adipiscing elit sed diam nonummy?

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Lorem ipsum dolor sit amet, consectetuer adipiscing elit sed diam nonummy?

Wrong answer

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WRONG!

YOU WIN!

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WELL DONE!

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