Word-of-mouth communication. This is promotion and publicity for a business provided by customers
who tell others of their satisfaction with the business. Therefore, customers recommending the business
to their friends is an example of word-of-mouth communication. In many cases, these recommendations
lead to additional sales because people tend to believe their friends and take their advice. A testimonial is
a statement by an identified user of a product proclaiming the benefits received from the use of the
product. Verbal assertiveness is a confident attitude that involves the use of words. Recommending a
business to friends is not an example of one-on-one selling.
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