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Chapter 13 Assignment 15 points Directions: Please answer the questio

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Chapter 13 Assignment 15 points
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Directions: Please answer the questions below completely. Each question is worth 5 points. You will demonstrate your understanding of the concepts in the chapter. Please upload your work to Canvas when you complete the assignment. Please type the questions and your responses.
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Review Questions 5 points per question.
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1. Explain what it means to say that customers really want feelings and solutions, rather than products and services. When you are a customer, what does that mean to you?
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2. What are the four steps in giving the customer bad news? Explain each step.
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3. What are some steps ( List 5) one can take to build the customer’s self-esteem? Which step, in your opinion, is the most important? Explain.

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