Which of the Following Statements Is FALSE Concerning the Discussion

Which of the following statements is FALSE concerning the discussion of the Zappos case study?

A) An example of a primary process at Zappos is "order entry."
B) The value of a loyal customer is an important part of Zappos' strategy because of its emphasis on more repeat customers through word of mouth.
C) Zappos' first core value is "Deliver WOW through service."
D) Zappos' call center is the gateway to its business and represents a support process.