Which of the following best describes sales resistance?
A) It is anything a salesperson says that gives the prospect a reason to buy.
B) It is anything the prospect says or does that slows down the buying process.
C) It is the favorable reaction of the prospect to a feature of a product.
D) It is an emotional state brought on through miscommunication.
E) It is an emotional state brought on through misunderstanding.
Question 2____ refers to the service firm's commitment to providing its services in a timely manner.
A) Tangibles
B) Empathy
C) Responsiveness
D) Assurance
E) Reliability
Question 3Essentially, having a climate of ethics and social responsibility is all about creating trust among a firm's stakeholders. To gain trust, the firm and its employees must continuously uphold:
A) their commitment to strategic philanthropy.
B) their standards of integrity.
C) the firm's right and responsibility to be profitable.
D) their standards of fair competition in the marketplace.
E) their legal responsibilities.
Question 4The assumptive close method for gaining commitment makes the assumption that the buyer wants to make a purchase.
Indicate whether the statement is true or false
Question 5Excellent companies will perform the service right the first time is a typical statement within the ____ dimension of the SERVQUAL scale.
A) tangibles
B) empathy
C) responsiveness
D) assurance
E) reliability
Question 6Research indicates that being ethical and socially responsible has a number of benefits for the organization. Which of the following IS NOT one of these benefits?
A) increased customer goodwill
B) increased stakeholder orientation of the organization
C) increased employee commitment
D) increased marketing financial performance
E) increased competitive orientation
Question 7Traditional techniques for gaining commitment are still viewed as effective by most professional buyers today.
Indicate whether the statement is true or false
Question 8The ____ dimension is an assessment of the firm's consistency and dependability in service performance.
A) tangibles
B) empathy
C) responsiveness
D) assurance
E) reliability
Question 9The link between marketing ethics/social responsibility and firm performance has been documented repeatedly over time. This link is most evident in firms that have a strong __________.
A) market orientation
B) cause-related marketing program
C) sense of customer loyalty
D) ethical climate
E) employee satisfaction program
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