If a salesperson fails to earn a buyer's commitment initially, he or she should:
A) attempt once again to gain the buyer's commitment.
B) thank the buyer for his or her time.
C) attempt to get another appointment with the buyer.
D) ask a series of questions to reveal why the buyer is resistant.
E) explain the features and benefits of the product again.
Question 2
Ritz Carlton employees take initiative to spend up to 2,000 on recovery efforts. This is an example of which service recovery basic rule of thumb?
A) Measure the costs.
B) Actively encourage complaints.
C) Train employees
D) Empower the front line.
E) Respond quickly.
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