Differences

This shows you the differences between two versions of the page.

--- what_to_include_and_how_to_order [2018/08/21 11:31]
127.0.0.1 external edit
+++ what_to_include_and_how_to_order [2019/08/08 11:39] (current)
lisa.illgen_concentrix.com [Ordering of menu options] Added Anchor Links
@@ Line 54: / Line 54: @@
     * // You can say 'set up payment arrangements,' 'billing questions,' 'change service,' or 'technical support.' //
-Setting up payments is in fact a billing question, but if your goal is to handle those calls differently, listing it before the generic category will help achieve that. In fact, if you don't put the specific option before the more general option, there is a risk that callers who hear the general option will select it immediately and will never hear the more specific option (Balentine & Morgan, 2001).
+Setting up payments is in fact a billing question, but if your goal is to handle those calls differently, listing it before the generic category will help achieve that. In fact, if you don't put the specific option before the more general option, there is a risk that callers who hear the general option will select it immediately and will never hear the more specific option ([[references#balentine2001|Balentine & Morgan, 2001]]).
 Another example. Look back at our travel prompt for new reservations. It's probably in a less than optimal order with 'a vacation package' being last. A caller could very easily select either 'flights' or 'hotel' before hearing the option that combines them.