1. In general, what is the biggest difference between dealing with organizations for these types of services vs. dealing with consumers?

2. How might the communication gap and zone of tolerance differ between the B to B and B to C worlds?

3. What are the financial aspects of B to B services compared to B to C?

4. Contrast the importance of service workers and recovery systems between the B to B and B to C service worlds.

5. What types of customer research are probably most commonly used with B to B customers?

For the next 4 questions, think about the role of the salesperson in a B to B context (e.g. a salesperson selling Kellogs cereals to Kroger stores).

6. Which of the basic characteristics of services (ch. 1) imposes the most challenges for salespeople? For the sales organization?

7. What steps would you take if, as a salesperson, your customer tells you that a desperately needed shipment was late?

8. Beyond just helping the Kroger cereal buyer sell more Kellogs cereal, how could you help the buyer?

9. Suppose one of your best customers offers you a job for 5% more than you are currently making, but you really dont want to leave where you live. What do you do?