6. Reasonable expectations for the time to perform a particular job are set down in: a. job descriptions. b. job standards. c. employee handbooks. d. all of the above. e. none of the above. 7. Customer Relationship Management is: a. an attempt to satisfy all customers. b. an information technology-based strategy for classifying customers. c. a promotional technique for getting new customers. d. all of the above. e. none of the above. 8. The majority of dissatisfied customers: a. do not complain to the service provider. b. tell numerous others about the problem. c. can be kept as customers if the problem is resolved. d. all of the above. e. none of the above. 9. The correct use of language and punctuation is listed in: a. a style guides b. a thesaurus. c. a compendium. d. a linguistics directory. 10. Which of the following is not part of Active Listening? a. using body language. b. attending to the speaker. c. asking for clarification d. summarizing