Zero Zone,Inc.manufactures and sells display refrigeration and freezer units to supermarkets.When 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 more than was normal,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 typically illustrated in this example?
A) Morality
B) Honesty
C) Marketability
D) Customer orientation
E) Likability

Question

Quizplus · Accepted Answer

Nathan's immediate response to the supermarket manager's complaint and his willingness to cancel other appointments in order to address the issue shows that he prioritizes the needs of the customer (customer orientation). This helps to develop mutual trust between Zero Zone and its customers as they see that the company values their satisfaction and is willing to go above and beyond to meet their needs.