Rebecca Is Not a Happy Customer

question 47

Multiple Choice

Rebecca is not a happy customer.What she received is significantly less than what she was promised.The salesperson has created a:

• A)Minor point complaint.
• B)Performance gap.
• C)Service recovery signal.
• D)Alternative-choice closing opportunity.

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Definitions:

Credit Sales

Transactions where goods or services are provided to a customer with the agreement that payment will be made at a future date.

Non-Growth Firm

A business that does not expect to increase its revenue or expand its market share significantly over time.

Cash Positions

The amount of cash or cash-equivalents that a company or individual has available at any given time.

Aversion To Risk

Risk aversion is the preference to avoid uncertainty.