What is the most important component of excellence in customer service?
a. listening to the customer
b. meeting the needs of the customer
c. giving the customer what they want
d. making the customer feel good about the service and product
e. learning something about the customer for future reference.

Which of the following is true of the strategy of planned and unplanned change in global marketing? a) cultural congruence involves deliberately changing certain aspects of culture to meet marketing goals. b) all marketing efforts require planned or unplanned change in order to be accepted. c) planned change involves marketing products similar to the ones already on the market. d) the first step in bringing about planned change in a society is to remove obstacles for acceptance of a product. e) social planners gained the acceptance of protein-rich diets among the peoples of underdeveloped societies using the strategy of planned change.