The Scholar's Depot: Where Knowledge Meets Opportunity

Set - Collection or group of objects (ex: favorite color) Well-defined set - Constant set (ex: multiples of 3) X∈A - X is an element of A X∉A - X is not an element of A Roster method - { } Set builder notation - {x|x is a multiple of 3} A⊆B - A is a subset of B Equation to find number of subsets - 2^x = # (x is number of elements, # is the number of subsets) Equation to find number or proper subsets - 2^x - 1 A∩B - What they share A∪B - Ev...

Qui transtulit sustinet (Connecticut) - The one who brought us sustains us Sic semper tyrannis (Virginia) - thus always to tyrants Audemus Iura Nostra Defendere (Alabama) - We dare to defend our rights Salus populi suprema lex esto (Missouri) - The welfare of the people shall be the supreme law (Missouri) Alis volat propriis (Oregon) - She flies with her own wings Artes, scientia, veritas - Arts, knowledge, truth University of Michigan Civium in moribus rei publicae salus...

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Active listening - the learned skill of interpreting the meaning behind what you hear Paraphrase - to restate in other words Empathizing - Expressing acceptance of the customers feelings and thoughts even if you disagree Open-ended questions - questions that respondents answer in their own words Closed questions - questions that ask for specific information and elicit a short, one- or two- word answer, a "yes" or "no," or a forced choice Cross-selling - Recommending a pr...

In a restaurant, guests should be acknowledged by every member of floor staff they pass- True Customer service is the main product of the hospitality industry- True Each quality control system (QCS) has a different central aim- False It costs a retailer five times more to attend a new customer than to keep one they already have- True Managers should use positive reinforcement to help employees link service behavior with service- Results Which of the following is not one of th...

Loyalty programs - programs that reward customers for their business and encourage repeat business Loyalty marketing - Strategy where businesses target marketing efforts toward their most valued customers Self-directed customer teams - groups of employees, often in the same department or unit, who work together with little or no supervision to accomplish a particular task Cross-functional customer teams - groups of employees from different departments who are brought together to acc...

A customer bought a laptop last week and is trying to return it and he has the receipt. The receipt states of you return within 10 days you may receive a refund and if you return after 10 days you will receive store credit. In either situation you must have a receipt on hand. How does a sales associate respond? - Apologize for the inconvenience and give the refund unless they prefer an exchange or store credit. A customer is looking at cell phones. What should the sales associated say to the...

What should you do when balancing service between phone customers and those you may be helping in store? - excuse yourself courteously from your in-store customer saying that you will be right back and answer the phone True or false: if you are shipping an item, it may be appropriate to enclose a "Thank you note" with your business card attached - True What will help you keep commitments to your customers? (over the phone) - call customers back in a timely manner What can the warra...

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A PCT is preparing to perform a venipuncture for a patient. The patient states “I am pretty anxious about this since it is my first time having blood drawn". Which of the following actions should the technician take? - D A Explain reason provider prescribed test in detail B Inform patient about all possible complications C Prepare an ammonia inhalant for patient D Describe procedure to patient A Junctional tachycardia B Ventricular tachycardia C Sinus tachycardia D Accelerated idi...