A stakeholder orientation can be viewed as a continuum in that firms are likely to adopt the concept to varying degrees.
Indicate whether the statement is true or false
Question 2Alan, a salesperson for Wabbi Industrial Equipment, finds most of his customers express resistance based on the fact that Wabbi's delivery time is one week longer than most of its competitors. Alan usually handles that resistance by reviewing with the customers all of the confirmed benefits that the product provides. Alan is using the _____ method for handling resistance.
A) forestalling
B) direct denial
C) translation
D) questioning
E) compensation
Question 3____ complaints are expressed without the expectation that the problem will be solved.
A) Ostensive
B) Instrumental
C) Reflexive
D) Noninstrumental
E) Critical
Question 4Codes of conduct try to address every ethical issue the company is likely to face.
Indicate whether the statement is true or false
Question 5Jeremy is interested in buying ten new cars for his company. He likes a particular car that a salesperson is showing him but expresses concern about the fact that the car's engine is not as powerful as the other cars he was considering. Which of the following best illustrates the salesperson's use of the translation method to handle Jeremy's concern?
A) Yes, the engine is less powerful, but the car comes with several other options you said you wanted.
B) Because the engine is less powerful, it is more fuel efficient, and that means your company will save money.
C) You're mistaken; the engine has the same amount of power as the others you were considering.
D) Why do you want an engine that has more power?
E) Actually, most of our customers think the engine isn't that powerful. But it is as powerful as other cars in the same range.
Question 6Consumer complaints tend to be:
A) instrumental and ostensive.
B) instrumental and reflexive.
C) noninstrumental and ostensive.
D) noninstrumental and reflexive.
E) ostensive and reflexive.
Question 7Channel stuffing is an ethical issue related to the supply chain.
Indicate whether the statement is true or false
Question 8Ethan has a testimonial from a highly respected customer that counters the rumor that Ethan's company does not have a strong research and development department. With which of the following types of objection handling methods is Ethan most likely to use the testimonial?
A) Indirect denial
B) Questioning
C) Translation
D) Compensation
E) Third-party reinforcement
Question 9Service failures NOT relating to problematic customers include:
A) uncooperative customers.
B) breaking company policies.
C) drunkenness.
D) admitted customer error.
E) verbal and physical abuse.
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