_____ Customers are more easily satisfied if their expectations are effectively managed. 2. _____ Most upset customers will calm down if you offer a sincere apology. 3. _____ When you answer a call, and the customer really needs to resolve the issue with another department, it's your responsibility to make sure the customer reaches someone who can help. 4. _____ After resolving a customer complaint, the customer is impressed with your customer service if you contact them to make sure they're satisfied and thank them for their business. 5. _____ The most credible advertising is a satisfied customer. 6. _____ Non-store retailing has been growing at a faster rate than store retailing. 7. _____ Many retail stores are independently owned. 8. _____ Corporate retail organizations achieve economies of scale, greater purchasing power, wider brand recognition, and better-trained employees. 9. _____ Most companies today are trying to lengthen the order-to payment cycle. 10. _____An off-price retailer is one in which the retailer has a broad selection of high-markup, fast- moving, brand-name goods in stock