Zero Zone Inc.manufactures and sells display refrigeration and freezer units to supermarkets.A supermarket manager called Nathan,one of Zero Zone's salespeople,to inform him that his Zero Zone rear-load refrigeration display unit needed to be defrosted about three times every day.It was more than the normal rate,and Nathan responded immediately.He cancelled his other appointments and drove to the supermarket.Nathan worked for two hours installing a new oversized coil to fix the problem.Which of the following factors needed for the development of mutual trust is illustrated in this example?
A) Morality
B) Honesty
C) Marketability
D) Customer orientation
E) Likability

Question

Quizplus · Accepted Answer

Nathan demonstrated customer orientation by responding immediately to the supermarket manager's call and cancelling his other appointments to address the issue. This helps to build mutual trust between Zero Zone and the supermarket. Morality, honesty, marketability, and likability are important factors for mutual trust as well, but they are not specifically demonstrated in this example.