**Question 1**

Question 2

Problem 1:

I- A box contains 8 red, 3 white and 9 blue balls. If 3 balls are drawn at random without replacement, determine the probability that

(a) all 3 are red

(b) all 3 are white,

(c) 2 are red and 1 is white

(d) at least 1 is white

(e) 1 of each color is drawn

(f) the balls are drawn in the order red, white, blue.

II-In the game of poker five cards are drawn from a pack of 52 well-shuffled cards.

Find the probability that

(a) 4 are aces

(b) 4 are aces and 1 is a king

(c) 3 are tens and 2 are jacks

(d) a nine, ten, jack, queen, king are obtained in any order,

(e) 3 are of any one suit and 2 are of another

(f) at least 1 ace is obtained.

Question 3

Which one of these is not regarded as a potential turnoff to customers?

a) Merchandise prices not marked, price check required

b) Having to wait too long

c) Dirty facilities, particularly restrooms

d) Product bundling

Turnoff relates to a term that is used to describe the things or actions that make someone bored or disgusted. Avoiding turnoffs in business is essential since it helps in attracting consumers. Thus, increasing consumer satisfaction.

Question 4

Which of these core customer service competencies requires an ability to listen to the customer and assess their situation?

a) Ability to communicate effectively

b) Acceptance of ownership

c) Ability to manage knowledge

d) Ability to use empowerment

Customer service refers to the assistance that a company provides to a customer before, during, and after a sale. Many businesses which sell consumer goods set up special customer service phone lines to deal with issues or questions that buyers may have after a purchase.

Answer to question 1

Answer to question 2

The box contains 20 balls total.

Probability is the chance of choosing a specific ball / all of the balls in the bag.

a) since there are 8 red balls to begin with the probability of choosing a red ball is 8/20.

Once this ball is removed there are 7 red balls remaining and 19 balls total in the bag, forming a new probability.

THe same pattern continues when you choose the third ball.

The likelihood of choosing 3 in a row is a multiplicative combination problem, this means you multiply all three of the individual probabilities to get the total probability.

b) You solve b the same way, in this case, your first probability would be 3/20 since there are only 3 white balls.

c) Now we are combining parts a and b

*Remember when you pick the third white ball, there are still 3 in the bag, so this probability would be 3/18

d) To solve at least problems you need to figure out the probability that NONE are white, and then subtract this from the total probability.

The initial probability of not picking a white ball is (17/20)

e) this is done the same as part c, just add the third color

f) I think this problem is done the same way, im not sure why it was specified that “order matters” in a problem like this

2. a) Originally we have (4/52) aces, if one is chosen we have (3/51)… continue this as a normal multiplicative combination problem. Since the 5th card can be anything the last probability is (48/48) = 1, so it does not need to be included.

b) if the fifth card is a king, the last probability changes to 4/48 (since there are 4 kings)

c) and d) are the same with different cards

e) there are 13 cards in each suit (13/52)(12/51)…

f) we again need to find the probability that no aces are obtained and subtract this from the total probabiity (52/52)

since there are 4 aces there are 52-4 non aces, so the original probability of not picking an ace is (48/52)

Answer to question 3

Answer and Explanation: Which one of these is not regarded as a potential turnoff to customers? d) Product bundling Product bundling is a term used to describe the act of combining different products that are related to each other and selling them as a single product. Product bundling helps in increasing consumer satisfaction since it allows the consumer to get all products as a single unit. Product bundling is not a consumer turn-off since it does not bore the consumer. Therefore, the correct answer is option d. Additional Information Option a) Merchandise prices not marked, price check required is incorrect since it a consumer turn off that makes consumers bored. Option b) Having to wait too long is incorrect since it is a consumer turn-off since people get bored when they wait for a long duration. Option c) Dirty facilities, particularly restrooms is wrong because dirty facilities make consumers feel disgusted.

Answer to question 4

Answer and Explanation: The answer is: a) Ability to communicate effectively Effective communication means that the company representative should establish a rapport with the customer, meaning he or she must listen closely to the customer’s issue, in order to assess how the company can best respond. The other answers are also important for a customer service provider, but do not necessarily require the listening component.