If Xerox inflates the time it will take for a service rep to visit, then has the rep arrive a day earlier, the customer will be suitably impressed. This is a technique which emphasizes the use of .
A) undermanaging
B) overinflating
C) managing expectations
D) bad estimation
E) overpromising

Question

Quizplus · Accepted Answer

This technique is about managing expectations by setting a longer timeline than necessary, so when the service is delivered earlier, it exceeds customer expectations.

If Xerox Inflates the Time It Will Take for a Service