Read the case and answer the questions that follow.

Sam works toward building a strong relationship with a customer who has the D behavioral style. Sam tries to say yes to Ms. Clooney. He focuses on what he can do for her instead of what he cannot. He also displays product knowledge and makes the customer feel special by recognizing her repeat business and offering a discount. Sam is direct with her and does not spend too much time on small talk.

Sam: Hi Ms. Clooney, good to see you in the store again. (moves quickly toward her) How can I help you?

Ms. Clooney: I need to purchase the Blue Beast car for my sons birthday.

Sam: Im afraid we dont have the blue ones in stock right now, but we do have the green one, or, if you prefer, we could order one which will only take two days to arrive at the store.

Ms. Clooney: This is the second time P-Town hasnt had what I need in stock. His birthday is tomorrow, so I cant wait for an alternative.

Sam: Was there anything else your son wanted that maybe you could purchase for him instead?

Ms. Clooney: Yes, he also mentioned a monkey of some sort he saw on TV, but I didnt know what he was talking about.

Sam: Oh, yes, I bet he was talking about Monkeys Revenge, a game that almost every kid has on their Christmas list! The toy is $39.99 and was voted the best new toy by Consumer Reports.

Ms. Clooney: Can you show that to me? But, I am concerned about the cost, it is a bit more than I wanted to spend.

Sam: Since I know you are such a loyal customer, how about I offer you a 10% discount on Monkeys Revenge?

Ms. Clooney: That would be great. Thank you.

Q: People base their perceptions of others on many things. Which of the following is NOT one of them?

A.) social roles

B.) group affiliations

C.) self-actualization

D.) physical qualities

Q: If Ms. Clooney is displaying a decisive rather than an expressive behavioral style, what action could Sam take to accommodate her?

A.) Try to get to know the customer.

B.) Engage the customer in small talk.

C.) Provide direct, concise answers.

D.) Offer lengthy explanations.

Q: Which of the following techniques did Sam apply to build a stronger relationship with Ms. Clooney?

A.) reacting defensively

B.) taking a happy-go-lucky approach

C.) saying yes

D.) furthering small talk