Which of the Following Statements Regarding Customer Expectations Is Appropriate

question 24

Multiple Choice

Which of the following statements regarding customer expectations is appropriate for salespeople to remember?

• A) Many relationships fail due to unmet expectations
• B) The higher the customer's expectations, the better, provided the seller can meet or exceed those expectations
• C) Salespeople must be able to manage their customers' expectations
• D) Customer dissatisfaction is often the result of unmet expectations
• E) All of the above are correct

---

Definitions:

Fixed Role Therapy

A psychotherapeutic technique in which the client acts out constructs appropriate for a fictitious person. This shows the client how the new constructs can be more effective than the old ones he or she has been using.

Existing Constructs

Pre-established concepts or frameworks used to understand or interpret various phenomena.

Anticipating Events

The process of predicting or expecting future occurrences based on current or past information.

Role Construct Repertory

A psychological test and theory that assesses how individuals construe significant people in their lives, reflecting their personal construct systems.