implement a mystery shopper program, which will file periodic reports with management

54) Marquise Jewelers is a national chain of value jewelry stores with locations throughout North America. “Luxury service at affordable prices” is the crux of Marquise’s business model, and executive management is always looking for ways to ensure that the high standards in this area are maintained. Recently, several of their stores in New England have had an uptick in customer service complaints, and they received an average Yelp rating of three stars, down from four stars during the last financial year. Marlee, the regional manager for New England, meets with Deray and Kiki, local store managers, and Tarquin, the top salesperson in their area, to discuss strategies for improving their customer service rating. Each employee writes down several goals. Given what you know about management by objectives, which one of these goals do you consider the best option?

A) make sure sales staff provide customer service that goes above and beyond

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B) within the next six months, reduce the rate of customer service complaints by half

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C) have sales staff follow up with every customer personally by phone or email

D) by month’s end, implement a checklist of ten goals for each customer interaction

E) implement a mystery shopper program, which will file periodic reports with management

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