Connor Is a Sales Representative with Sherwin Williams

question 135

Multiple Choice

Connor is a sales representative with Sherwin Williams. He typically calls on facility managers in hospitals, office buildings, apartment complexes, and schools to discuss their paint and specialty coating needs. He's talking with his aunt at Thanksgiving and trying to explain the difference between his role as a sales representative and the counter or inside sales representative that his aunt might encounter within the Sherwin Williams retail store. Which of the following characteristics might be true for Connor in his role as a B2B sales representative with Sherwin Williams?

• A) Connor's relationships with customers would last longer.
• B) Connor's customers can quickly make decisions.
• C) The purchasing decision for Connor's customers is very simple.
• D) Connor typically works with only one person or decision maker within the buying organization.

Understand the significance of reliability and assurance in service settings.

Comprehend the concepts of instrumental and emotional support to enhance service delivery.

Realize the impact of service recovery measures on customer satisfaction.

Differentiate between various forms of fairness (distributive, procedural, and interactional) in service recovery.