Melissa, a salesperson for a cosmetics company, is selling the company's new range of anti-acne products. While selling to prospective customers, she explains how one of her previous customers was hesitant to buy the product initially but was very happy with the results when she finally gave the product a try. In this scenario, Melissa is using the _____ of earning commitment.
A) summary commitment technique
B) probing commitment technique
C) success story commitment technique
D) balance commitment technique
E) alternative commitment technique
Question 2Why is it that a great percentage of service customers never complain to the offending party?
A) They don't think it will do any good.
B) They accept part of the blame since they are directly involved in the process.
C) They don't know who to complain to.
D) They don't want to create a confrontation.
E) All of these are reasons customers do not complain.
Question 3__________ is/are considered to be the glue of successful implementation that binds the entire organization together as a single, functioning unit.
A) Organizational structure
B) Marketing strategy
C) Systems and processes
D) Leadership
E) Shared goals and values
Question 4The statement Let us make a list of the pros and cons associated with purchasing my product is an example of which of the following types of techniques to earn commitment?
A) The direct commitment technique
B) The boomerang method technique
C) The summary commitment technique
D) The balance sheet commitment technique
E) The alternative choice technique
Question 5The manager of a bank branch contacted complaining customers to explain how their voices resulted in bank policy changes. This is an example of which service recovery basic rule of thumb?
A) Actively encourage complaints.
B) Train employees.
C) Empower the front line.
D) Respond quickly.
E) Close the loop.
Question 6Marketing implementation is often problematic, as marketing plans are usually devised by __________, while implementation is the responsibility of __________.
A) production; marketing
B) marketing; production
C) the CEO; middle management
D) top management; frontline employees
E) finance; marketing
Question 7The question Would you like to place an order today? is an example of which type of technique to earn commitment?
A) The direct commitment method
B) The boomerang method
C) The summary commitment method
D) The balance sheet commitment method
E) The alternative choice method
Quick Reply
