Quality & Performance Excellence 6th Edition by James Evans

Exercise 20

Consider the following customer experiences. What would your reaction be to each of them
a. Looking to buy a cell phone, I met a saleswoman who introduced herself, asked my name, went through the features related to my needs, and didn't try to sell me the most expensive phone.
b. I was shopping in a home-improvement store and encountered a salesman who remarked, "Oh, shopping for your husband "
c. At one restaurant, we were stranded in a booth without silverware or a waiter. We finally made contact with a waitress who said, "Your waiter is late, and I can't take your order because this isn't my station."
d. I was shopping for a TV antenna, and asked the salesman the difference between the models. He replied, "They're all pretty much the same. Some cost more because they look better."