A prospect who _____ will say no during the first few calls to test the salesperson's persistence.
A) resists change because he or she dislikes making decisions
B) objects because it is a matter of custom
C) has not been properly qualified
D) wants to avoid the sales interview
E) fails to recognize a need
Question 2
Which of the following is a major criticism of the SERVQUAL scale?
A) The questionnaire is too short to adequately assess the dimensions.
B) The five service quality dimensions do not hold up under statistical scrutiny.
C) The results do not predict consumer purchase intention.
D) The perceptions section is of no real value.
E) More emphasis should be placed on the expectations section.
