PENTECOST UNIVERSITY COLLEGE

FACULTY OF BUSINESS ADMINISTRATION

BSC. MARKETING

QUESTIONNAIRE

Dear respondent, this questionnaire is designed by Mr. Cliff Duah, who is pursuing her

undergraduate degree at Pentecost university college. This questionnaire is to assist Mr. Duah in

examining “The impact of extended marketing mix on customer service delivery”. Your

response is highly needed and would be used for only academic purposes. Thank you very much.

SECTION A: PERSONAL INFORMATION

1. Kindly tick (√) your gender

Male [ ] Female [ ]

2. Kindly tick (√) your age group

20 and below [ ] 21-30 [ ] 31-40 [ ] 41-50 [ ] 51 and above [ ]

3. Kindly tick (√) your department

Accounts [ ] Administration [ ] Field [ ] Supervisor/Manager [ ] Production [ ]

Others [ ]

4. Kindly tick (√) your highest educational qualification

Primary [ ] Senior High [ ] HND [ ] Diploma [ ] Tertiary [ ] Others [ ]

5. Kindly tick (√) your marital status

Single [ ] Married [ ] Divorced [ ] Widowed [ ]

SECTION B: EXTENDED MARKETING MIX AND CUSTOMER SERVICE

DELIVERY

6. Are you aware of the qualities of a good negotiator?

Yes [ ] No [ ]

7. Does your company have good negotiation skills?

Yes [ ] No [ ] No idea [ ]

8. Does your company have good negotiators?

Yes [ ] No [ ]

9. Kindly complete the table

Kindly indicate by ticking the applicable

1 – Strongly disagree, 2 – Disagree, 3 – Neutral, 4 – Agree, 5 – Strongly agree,
Qualities of a good negotiator
Q1 Integrity 1 2 3 4 5
Q2 Ability to persuade others 1 2 3 4 5
Q3 Listening skills 1 2 3 4 5
Q4 Preparation and planning skill 1 2 3 4 5
Q5 Sense of judgement and general intelligence 1 2 3 4 5
Q6 Knowledge of the subject matter being negotiated 1 2 3 4 5

10. How would you rate the level of negotiation of your firm?

Below 10% [ ] 11%-20% [ ] 21%-30% [ ] 31%-40% [ ] 41%-50% [ ] 51%-60% [ ]

61%-70% [ ] 71%-80% [ ] 81%-90% [ ] 91%-100% [ ]

SECTION C: BENEFITS OF EFFICIENT AND EFFECTIVE NEGOTIATION

11. Are there any benefits of efficient and effective negotiation?

Yes [ ] No [ ]

12. Are you aware of the benefits of efficient and effective negotiation?

13. Yes [ ] No [ ]

14. If yes, kindly fill the table below

Kindly indicate by ticking the applicable

1 – Strongly disagree, 2 – Disagree, 3 – Neutral, 4 – Agree, 5 – Strongly agree,
 Benefits
B1 Helps reach agreement 1 2 3 4 5
B2 Assists in employee productivity 1 2 3 4 5
B3 Helps in achieving objectives 1 2 3 4 5
B4 Helps in problem solving 1 2 3 4 5
B5 Conflict resolution 1 2 3 4 5
B6 Improves relations 1 2 3 4 5

SECTION D: RELATIONSHIP BETWEEN EFFICIENT NEGOTIATION AND

ORGANIZATIONAL PRODUCTIVITY

15. Is there any relationship existing between efficient negotiation and organizational

productivity?

Yes [ ] No [ ]

16. If yes, how would you term the relationship?

Positive [ ] Adverse [ ]

17. Kindly complete the table

Kindly indicate by ticking the applicable

1 – Strongly disagree, 2 – Disagree, 3 – Neutral, 4 – Agree, 5 – Strongly agree,
Relationship
R1 Efficient negotiation helps boosts organizational productivity 1 2 3 4 5
R2 Efficient negotiation helps organizations achieve objectives 1 2 3 4 5
R3 Efficient negotiation reduces high costs for organizations 1 2 3 4 5
R4 Efficient negotiation builds good relationship between the 1 2 3 4 5
organization and suppliers

SECTION E: BARRIERS TO EFFICIENT AND EFFECTIVE NEGOTIATION

18. Are there barriers to efficient and effective negotiation?

Yes [ ] No [ ]

19. Are you aware of the barriers?

Yes [ ] No [ ]

20. If yes, kindly complete the table below

Kindly indicate by ticking the applicable

1 – Strongly disagree, 2 – Disagree, 3 – Neutral, 4 – Agree, 5 – Strongly agree,
Barriers
B1 Lack of education and training 1 2 3 4 5
B2 Unskilled personnel 1 2 3 4 5
B3 Non-compliance by second party 1 2 3 4 5
B4 Less attention paid to the negotiation process 1 2 3 4 5

21. Kindly indicate any other recommendation below.

a. ………………………………………………………………………………………………

b. ………………………………………………………………………………………………

c. ………………………………………………………………………………………………

d. ………………………………………………………………………………………………

Thank You