In the early days of sales, buyers and sellers were not always truthful with each other, and ...

In the early days of sales, buyers and sellers were not always truthful with each other, and manipulation was the norm.
 
 Indicate whether the statement is true or false

Question 2

All of the following statements pertaining to the SERVQUAL scale are correct except:
 A) when the gap score equals zero, the customer is satisfied.
  B) the first section of questions asks respondents to record their experiences with excellent firms in the specific service industry.
  C) SERVQUAL consists of five service quality dimensions.
  D) SERVQUAL compares perceptions to what a customer should expect from a firm the delivers high-quality services.
  E) SERVQUAL is a 44-item scale.

Question 3

Most firms that experience ethical or legal problems actually have a code of conduct or an ethical compliance program in place. Why is it that these firms can still have ethical problems despite having a code of ethics or compliance program?
 A) Their codes typically don't cover high risk issues.
  B) Their codes are typically written by consultants outside the firm.
  C) Their codes are typically not integrated into daily decision making.
  D) Their codes are written with no input from employees or customers.
  E) Their codes are mandated by regulation rather than originating from within the firm.

Question 4

After a buyer expresses a price objection, it is inappropriate for the salesperson to ask the buyer probing questions.
 
 Indicate whether the statement is true or false

Question 5

Which of the following is NOT one the five dimensions that is measured by the SERVQUAL scale?
 A) tangibles
  B) employee satisfaction
  C) responsiveness
  D) assurance
  E) empathy

Question 6

With respect to regulating marketing ethics, a key advantage of self-regulatory programs like the Better Business Bureau is the fact that they are:
 A) less costly and more practical to implement.
  B) typically stricter than government regulations.
  C) easier to enforce.
  D) tied to state and local regulatory agencies.
  E) All of the above.

Question 7

When Andy hears a customer say I need something a lot cheaper, he knows that a product objection is being raised.
 
 Indicate whether the statement is true or false

Question 8

Which of the following statements pertaining to the SERVQUAL scale is correct?
 A) SERVQUAL compares perceptions to what customers would normally expect.
  B) SERVQUAL is a 22-item scale.
  C) SERVQUAL consists of four service quality dimensions.
  D) SERVQUAL compares perceptions to what a customer should expect from a firm that delivers high-quality services.
  E) SERVQUAL consists of one in-depth and two sub-sections of questions.

Question 9

Colgate promotes its toothpaste using a claim that states helps fight plaque and gingivitis. What potential ethical issue does Colgate have with respect to its promotional strategy?
 A) bribery
  B) ambiguous statements
  C) fraud
  D) superficial claims
  E) false advertising

Question 10

Most salespeople feel the price objection is an attempt by the buyer to get the salesperson to lower his or her price.
 
 Indicate whether the statement is true or false