All of the following are reasons customers make noninstrumental complaints except:

All of the following are reasons customers make noninstrumental complaints except:
 A) to alter an undesirable state of affairs.
  B) to regain some control through indirect retribution.
  C) to solicit sympathy.
  D) to create the impression of being more intelligent and discerning.
  E) to release frustration.

Question 2

One of the links between strategic planning and marketing implementation is interdependency, which refers to the fact that:
 A) strategic planning cannot occur without marketing implementation, and vice versa.
  B) the strategic planning process depends entirely on marketing implementation.
  C) the marketing plan affects how it will be implemented, and implementation affects the marketing plan.
  D) both strategy and implementation must constantly evolve.
  E) both strategy and implementation must adapt to environmental changes.

Question 3

A straightforward method for earning commitment is the _____.
 A) assumptive close method
  B) minor-points close method
  C) T-account method
  D) success story commitment method
  E) direct commitment method

Question 4

The smallest number of complaints registered by individuals are:
 A) instrumental and ostensive.
  B) instrumental and reflexive.
  C) noninstrumental and ostensive.
  D) noninstrumental and reflexive.
  E) ostensive and reflexive.

Question 5

Typically, the difference between the planned marketing strategy and the strategy that actually takes place is:
 A) caused by managerial mistakes, not by changes in the firm's internal or external environments.
  B) typically caused by unexpected competitive activity.
  C) caused by the way the planned marketing strategy is implemented.
  D) independent of marketing implementation.
  E) caused solely by changes in customer behaviors.

Question 6

Stacey, a salesperson for Zone Technologies, has just heard her prospect make a red light statement. This means that:
 A) it is unlikely she will get the sale.
  B) she has an objection to handle.
  C) she may now ask for the order.
  D) the prospect wants her to stop selling.
  E) the prospect is ready to make a purchase.

Question 7

Complaints about the weather being too hot can be classified as:
 A) instrumental and ostensive.
  B) instrumental and reflexive.
  C) noninstrumental and ostensive.
  D) noninstrumental and reflexive.
  E) ostensive and reflexive.

Question 8

The __________ marketing strategy is what the firm wants to happen-it is the firm's planned strategic choices that appear in the marketing plan itself.
 A) forecasted
  B) intended
  C) predicted
  D) realized
  E) planned