A salesperson wants to meet the customer's needs to receive a special price on a product, but also follow the company's policy, which forbids this practice. What specific determinant of performance is this salesperson struggling with?
a. aptitude
b. role perception
c. skill level
d. motivational level
e. personal characteristics
Question 2
All of the following are approach techniques used to gain the prospect's attention and interest except _____.
a. using a present customer's name as a reference
b. asking whether the prospect's business is growing or declining
c. giving the prospect a small gift
d. offering a sample product
e. offering a benefit of interest to the prospect
Hong Kong is a strange situation. A British colony since 1842, it was handed back to China in 1997 a
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Coding for Special Situations Cont
Bank teller assisting with customer service.
Step 8 is very important. Be sure that the customer’s concern has been corrected.
Use the product rule to find derivative