If Xerox overestimates the time a customer has to wait for a service rep to arrive, then has the rep arrive well before the set time frame, the customer will be suitably impressed. This is a technique that emphasizes the use of:
A) overinflating.
B) undermanaging.
C) managing expectations.
D) overpromising.

Question

Quizplus · Accepted Answer

This technique is known as managing expectations. By setting the expectation for a longer wait time and then exceeding that expectation by arriving early, Xerox is effectively managing the customer's expectations to create a positive impression.

If Xerox Overestimates the Time a Customer Has to Wait