_________ refers to a strategy with the purpose of doing whatever it takes (legally and within reason) to keep a company’s current customers on a long-term basis.

______ is an enormous employee motivational tool that can give a business the competitive edge it needs to survive.

Preparing a file folder for each item on your schedule is particularly helpful when you have:

Business writing experts say that the most important strategy behind good written communication is to be:

The process in which a message arrives from a sender, and the senses pick up the message and relay it to the receiver is called:

Which of the following is a benefit of having a messaging on-hold system?

______ characterizes the listener’s feelings. (Example: “When you , I feel ”)

Seeking to understand the other person’s position without personally getting emotionally involved means to practice:

Which of the following is not one of the three softening techniques?

Which nonverbal behavior can be interpreted as readiness or aggression?