Answer the following statement(s) true (T) or false (F)
1. In a customer flow map, customers cannot wait at more than one location within the process.
2. Customer employee interaction takes place at customer contact points.
3. The line of visibility separates a customer contact point from points where customer contact does not take place.
4. Customers generally like to wait.
5. Capacity sharing refers to finding uses for underutilized capacity.
1. False
2. True
3. True
4. False
5. True
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Salespeople should encourage direct communication among similar functional areas.
Answer the following statement true (T) or false (F)
Higher esteem needs include the need for self-respect, self-confidence, and
A. status. B. recognition. C. fame. D. attention. E. independence.
Terrell asks a salesperson what size of water heater he should buy for a twenty-unit motel. If Terrell purchases a tank based on the salesperson's suggestion, the salesperson's recommendation is:
a. an express warranty of merchantability regarding the water heater. b. an implied warranty of merchantability regarding the water heater. c. an implied warranty of fitness for a particular purpose. d. no warranty, but only a statement of opinion.
Why is the ability of the salesperson to handle objections so important in the selling process?
What will be an ideal response?