| A | B |
|---|
| What will probably happen to a business if it continuously fails to deliver on its brand promise? | Lose Credibility |
| Which of the following is a policy that the WNJ Company might implement to reinforce its image as an efficient and responsive business? | Requiring employees to respond to customer inquiries within 24 hours. |
| What is an example of an employee reinforcing a firm's image through his/her job performance? | Jack politely asks if his customer would like a beverage while s/he waits for car service. |
| John communicates through all advertisements that his employees go through extensive training. What is John doing? | Making a brand promise |
| When a business publicly pledges to provide all of its customers with quick, courteous service, what is it doing? | Making a brand promise. |
