Chapter 11
You should be which of the following when trying to obtain commitment?
a) aggressive
b) assertive
c) submissive
b) assertive
The ultimate goal of negotiations is to reduce conflict.
True or False
True
What is the combined total of all future sales?
a) transactional relationships
b) relationship marketing
c) customer lifetime value
c) customer lifetime value
a) minor point close
b) continuous yes close
c) standing room only close
d) assumptive close
c) standing room only close
Which points of negotiation are buyers/sellers lease likely to concede?
a) minor points
b) major points
c) price
b) major points
Dissolution is the last step of the commitment process.
True or False.
False
Traditional emphasis on "getting the sale no matter what" does all of the following EXCEPT:
a) damage trust
b) compliments buyer's intelligence
c) raises possibility of losing commitment
c) compliments buyer's intelligence
The negotiation profile that buyers/sellers would be most beneficial is:
a) competing
b) accommodating
c) collaborating
d) compromising
d) compromising
Successful relationships involve all of the following EXCEPT:
a) mutual investments
b) powerful motivation
c) strong incentive to pool strengths
d) total dependence on one another
d) total dependence on one another
Which method for obtaining commitment is best when meetings were long and occurred numerous times?
a) direct request
b) benefit summary
c) probing
d) balance sheet
b) benefit summary
People who operate in the ______ mode are unassertive and uncooperative.
a) avoiding
b) compromising
c) collaborating
d) accommodating
a) avoiding
The least important component of mutual trust is which of the following?
a) Honesty
b) Competence
c) Likeability
d) Dependability
e) Customer orientation
c) Likeability
In order to have a successful trial offer, which of the following should occur?
a) set a specific time for training
b) fluid documentation of the decision criteria
c) allow the decision to occur over time
a) set a specific time for training
Which of the following is a variation of lowballing?
a) budget bogey
b) preliminaries
c) sneak attack
d) nibbling
d) nibbling
Thinking of loyalty as a progression, which is more important?
a) behavioral loyalty
b) attitudinal loyalty
c) trust
d) commitment
c) attitudinal loyalty