Ramon is salesperson for a car manufacturing company. One of his ...

[Marty]

Ramon is salesperson for a car manufacturing company. One of his prospects raises an objection, saying that the car is too expensive. Ramon listens to the objection carefully. According to the LAARC method, once Ramon has listened to the customer express his or her objection, he should:
 A) continue listening.
  B) assess the objection.
  C) acknowledge the objection.
  D) respond to the objection.
  E) ask confirmatory questions.

Question 2

Services that do not meet customer expectations are called:
 A) service failures.
  B) critical incidents.
  C) servuction failures.
  D) service recoveries.
  E) instrumental complaints.

[al]

Answer to Question 1

C

Answer to Question 2

A