Exam 9: Expanding Customer Relations

Suppose you're a salesperson for a beer and wine distributor. One of your customers has just finished telling you they are unhappy because their last order contained several broken bottles. What should you do after expressing empathy and taking responsibility for the problem?

Mathew has called the customer service department of one of his suppliers to make a complaint. The customer service agent acts indifferent to Mathew's problem but agrees to resolve the issue. The customer service agent should have:

Some customers will not complain because they feel that their salespeople should be able to read their signals of dissatisfaction.

Salespeople must maintain open, _________________communication with customers after the initial sale in order to build a relationship.

In markets where it's hard to differentiate the core products, more and more companies are turning to _________________as a strategy to acquire and maintain customers.

When resolving complaints, salespeople should focus on what they can do rather than what they can't do for the customer.

"Moments of truth" are important, but do not have any long-term impact on the relationship between the buyer and the seller.

Salespeople looking for ways to take relationships with their customers to higher levels after the sales should:

A salesperson should refrain from showing anger toward a customer unless the customer displays anger first.

A salesperson should focus only on one individual in the buying organization, concentrating his/her sales resources there.

The first step in the complaint handling process is to ask the customer what he or she would like you to do.

What should the salesperson do next if the complaining customer proposes a viable way (some action) to resolve the complaint?

Salespeople should avoid letting their complaining customers vent because it only makes matters worse.

A salesperson should take responsibility for problems anyone in the selling organization has caused the buyer.

What is the customer service dimension that refers to a salesperson's ability to maintain a positive attitude regardless of how they are treated by customers?

If customer training is necessary, the salesperson should probably always be present or at least readily available to the customer.

By providing useful ____________, the salesperson is demonstrating a commitment to the buyer.

LaTosha is very good at getting customers to purchase her company's products. However, her customers are usually dissatisfied with the performance of the products even though they perform as well if not better than the competition's products. Which of the following is most likely the problem:

Which of the following is not one of the ways salespeople can convert new customers into highly committed lifetime customers.

Providing customers with high-quality information is an activity that will help salespeople enhance their relationships with those customers.