When John checked into his Orlando hotel, the front desk clerk informed John that his
room would not be ready for another 20 minutes. John didn't mind waiting; he had
arrived well ahead of the standard check-in time and this wait time fell within his
__________, the area between his expectations regarding desired service and the
minimum level of service he will accept.
A. zone of tolerance
B. delivery gap
C. zone of intolerance
D. service gap
E. patience zone
Although a sales representative may skip a step in the personal selling process or might
sometimes have to go back and repeat steps, there is logic in the sequence. Which of the
following would not be appropriate in the personal selling process?
A. Before a salesperson can work through the preapproach, leads must be qualified.
B. The customer's reservations must be addressed before closing the sale.
C. Closing the sale is the finaland most satisfyingpart of the process.
D. Carefully working through the preapproach will make the next stepthe sales
presentationmore effective and efficient.
E. Follow-up may include additional sales for the representative.