Author Question: Which of the following statements about value is FALSE? A) Value includes the concept of quality, ... (Read 21 times)

anshika · **on:** Jun 28, 2018

Which of the following statements about value is FALSE?
A) Value includes the concept of quality, but it is broader in scope.
B) Value takes into account every marketing program element.
C) Value, unlike quality, means the same thing to all customers.
D) Value is critical to maintaining long-term customer relationships.
E) Value allows for the necessary balance among the five types of utility.

Question 2

Jane is a salesperson for a company that manufactures laptop computers. One of her customers left her a message indicating that he was unhappy about the last order he received. While on her way to visit the customer to discuss the problem, Jane decides to review her procedure for handling complaints. What is the first thing she needs to do in order to resolve the customer's complaint?
A) Jane should ask the customer what he would like her to do.
B) Jane should ask the customer to explain the problem and listen carefully to get the whole story.
C) Jane should offer the customer a discount on his next order.
D) Jane should inform the customer that she will not charge him for the order.
E) Jane should ask the customer if he would like her to ask her superior to handle this complaint.