Marketing 5th Edition by Roger Kerin,Steven Hartley ,William Rudelius,Erin Steffes

Exercise 7

After listening to a recent sales presentation, Mary Smith signed up for membership at the local health club. On arriving at the facility, she learned there was an additional fee for racquetball court rentals. "I don't remember that in the sales talk; I thought they said all facilities were included with the membership fee," complained Mary. Describe the problem in terms of the communication process.