Which statement about the use and interpretation of secondary data to measure a retailer's performance is not correct?
a. A retailer has to develop performance standards based on the best retailers, regardless of industry.
b. A retailer needs to adjust nationally-based data to reflect regional differences.
c. A retailer needs to adjust nationally-based data to reflect the size of the companies used in the sample.
d. A retailer's performance measures must be comparable to those used by secondary sources.
a
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Clearwater Hampers is a small British company that sells luxury food and drink in various combinations in picnic hampers. Food and wine are seen as classic, fail-safe gifts in a market where present-buying is increasingly tricky. Corporate customers, both in the United Kingdom and abroad, are important to the business. Clearwater has had several orders for more than a quarter of a million dollars. According to the company's leading salesperson, Peter Austin, "We have lots of repeat corporate customers as a result of the importance we place on getting the hampers out on time and filled with the right products." Peter Austin is extremely successful and the major reason for his success is the way he handles objections. He believes that effectively handling objections is the key to success in
a sales profession. Today he is calling the CEO of Diamonite to make an important sales presentation. Austin is confident of handling the objections as he has prepared for the call.During the sales presentation, the CEO announced, "I think the prices for your individual hampers are too high." Austin replied, "Give me a minute and I'll show you how spending a relatively small amount of money can really impress your customers." Austin: A. postponed the handling of the objection. B. used the showmanship method of dealing with objections. C. ignored the objection. D. used empathetic denial to handle the objection. E. avoided the use of forestalling.
______________ is the means through which firms ensure the needs of all their stakeholders are satisfied.
a. Ethical leadership b. Corporate governance c. The board of directors d. Senior management
The ________ of performance and consumption of services heightens the role of human service providers in a customer's experience.
A. inseparability B. perishability C. intangibility D. tangibility E. variability
In a condition subsequent, the duty of performance is discharged upon the failure to meet a
condition after the duty has already arisen. Indicate whether the statement is true or false