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Exams - CS

Because pictures of products, either in print or on 
the Internet, can differ from the actual appearance 
of a piece of jewelry, Priceless Treasures’ 
customers are sometimes surprised by items they 
have purchased. To reduce customer 
dissatisfaction, the firm’s customer service 
representatives call customers to answer any 
questions they have, confirm their satisfaction with 
the purchase, and communicate the firm’s 
refund/return policies. With this effort, the firm is 
seeking to influence the consumers’ purchase 
decision process by

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