The exchange process tends to break down when marketing activities deviate from accepted standards. ...

The exchange process tends to break down when marketing activities deviate from accepted standards.
 
 Indicate whether the statement is true or false

Question 2

Jennifer, a salesperson for Wog Industrial Equipment, likes to address certain known sources of buyer resistance before the buyer brings them up. In this scenario, Jennifer uses the _____ method of handling resistance.
 A) forestalling
  B) direct denial
  C) translation
  D) questioning
  E) compensation

Question 3

Under which subgroup of the service failure category relating to customer needs and requests would preparing a meal for a vegetarian fall?
 A) special needs
  B) customer preferences
  C) disruptive others
  D) customer errors
  E) level of attention

Question 4

According to the pyramid of social responsibility, legal responsibilities are the foundation upon which all other responsibilities rest.
 
 Indicate whether the statement is true or false

Question 5

Katie, a salesperson for Sol Computers, is faced with an objection from one of her prospects. The prospect says that the graphics of the computers do not meet his requirements. Katie listens to the objection and makes it known to her prospect that she has received the message. According to the LAARC method, which of the following should Katie do next?
 A) Continue listening
  B) Assess the objection
  C) Ask confirmatory questions
  D) Respond to the objection
  E) Change the subject of the conversation

Question 6

All of the following are a main service failure category discussed in the text except:
 A) unprompted and unsolicited employee actions.
  B) failures relating to customer needs and requests.
  C) pricing failures
  D) core service failures
  E) failures relating to problematic customers

Question 7

An action is considered ethical if it adheres to all legal and regulatory requirements.
 
 Indicate whether the statement is true or false

Question 8

Ramon is salesperson for a car manufacturing company. One of his prospects raises an objection, saying that the car is too expensive. Ramon listens to the objection carefully. According to the LAARC method, once Ramon has listened to the customer express his or her objection, he should:
 A) continue listening.
  B) assess the objection.
  C) acknowledge the objection.
  D) respond to the objection.
  E) ask confirmatory questions.