Craig, a salesperson, encounters a situation where two ...

[Garrulous]

Craig, a salesperson, encounters a situation where two individuals from the buying group disagree on a particular benefit of the product he is presenting. Which of the following tactics should Craig employ in this situation?
 A) He should be diplomatic and handle the disagreement during the presentation.
  B) He should help resolve the issue at the end of the presentation.
  C) He should disregard the issue and continue with his presentation.
  D) He should always play an active role in any disagreement that arises.
  E) He should not present more information till the issue is resolved.

Question 2

Define and explain the relevance of the term predicted service, desired service, and adequate service as they pertain to customer satisfaction and service quality.

[harveenkau8139]

Answer to Question 1

A

Answer to Question 2

Predicted service is the level of service quality a customer believes is likely to occur. Desired service is the level of service quality a customer actually wants from a service encounter. Adequate service is the level of service quality a customer is willing to accept. Customer satisfaction is calculated by comparing predicted service and perceived service. Perceived service adequacy, which compares adequate service and perceived service, and perceived service superiority, which compares desired service and perceived service, are measures of service quality.

[Garrulous]

Correct answers!

[harveenkau8139]

Great! Please up vote