Services that do not meet customer expectations are called:
A) service failures.
B) critical incidents.
C) servuction failures.
D) service recoveries.
E) instrumental complaints.
Question 2Greenwashing is a promotion-related ethical issue.
Indicate whether the statement is true or false
Question 3Anthony is a salesperson for Xaim Chemicals and is faced with an objection raised by a buyer. According to the LAARC method, the first thing Anthony needs to do is:
A) forestall.
B) ask for the order.
C) respond to the objection.
D) listen carefully.
E) assess the objection.
Question 4According to the text, which of the following is NOT a type of complainer?
A) meek customer
B) aggressive customer
C) high-roller customer
D) rip-off customer
E) ugly customer
Question 5Social entrepreneurship is similar to strategic philanthropy, but a major difference is that companies' social entrepreneurship programs are not the primary purpose of the organizations or reason for their existence.
Indicate whether the statement is true or false
Question 6The LAARC (listen, acknowledge, assess, respond, and confirm) method is a customer-oriented way to:
A) keep the sales dialogue positive.
B) get an order.
C) end the sales dialogue.
D) qualify prospects.
E) deny an objection.
Question 7List the five dimensions of service quality. Which dimension is typically rated by customers as the most important? Which is typically rated as the least important?
Question 8Perhaps the best known self-regulatory association is the Better Business Bureau.
Indicate whether the statement is true or false
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