When Marquis Was Trying to Close the Sale with a Customer

question 54

Multiple Choice

When Marquis was trying to close the sale with a customer, he used direct eye contact, a confident stance, and open gestures. He was using nonverbal messages _______.

• A) to secure help
• B) to confirm self-image
• C) to hide faults
• D) to be believed

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Definitions:

Zone of Tolerance

The zone of tolerance refers to the range within which customers are willing to accept variations in product or service delivery quality, influencing satisfaction and loyalty.

Desired Service

A specific assistance or function that consumers or clients seek to fulfill their needs.

Acceptable Service

A level of service that meets the basic requirements and expectations of customers, deemed satisfactory by the receiving party.

Zone of Tolerance

The range within which customers are willing to accept variations in service performance and still consider the service as meeting their expectations.