Rebecca is not a happy customer.What she received is significantly less than what she was promised.The salesperson has created a:
A)Minor point complaint.
B)Performance gap.
C)Service recovery signal.
D)Alternative-choice closing opportunity.

Question

Quizplus · Accepted Answer

A performance gap refers to the difference between what was promised to the customer and what was actually delivered. In this situation, Rebecca is not satisfied with what she received, which indicates a performance gap created by the salesperson.

Rebecca Is Not a Happy Customer