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 that emphasizes the use of ________.
A) overinflating.
B) undermanaging.
C) managing expectations.
D) overpromising.

Question

Quizplus · Accepted Answer

The technique described in the scenario is an example of managing expectations. Xerox is intentionally inflating the estimated wait time in order to exceed the customer's expectations and provide a positive experience. This can help build customer satisfaction and loyalty. The other answer choices (overinflating, undermanaging, and overpromising) do not accurately describe the technique being used.

If Xerox Inflates the Time It Will Take for a Service