Exam 14: Building Long-Term Partnerships

Jack has just received a complaint from one of his long-time customers about a problem with the ignition system on some automatic tillers that were delivered last month.Should Jack assume the product is fine and the user is at fault?

It is up to a single salesperson to change his or her company's corporate culture to secure a partnership with an important client.

What is generally meant by the use of the term "preferred supplier"?

How can trust-destroying conflicts be avoided?

The first thing a salesperson should do in dealing with a customer's complaint is:

Al,the owner of Mac's Tire Mart,has received his first shipment of tires from the NevaFlat Tire Company.Al is now testing how well the tires sell,how well NevaFlat responds when he has a question or problem,and how durable the tires really are.Al and NevaFlat Tire Company are in which of the following stages of partnership development?

Angela is a salesperson for KSU exercise equipment.She wants to sell deluxe exercise stations to Silver Workout Centers.Hans is the assistant regional director of Silver Workout Centers in the greater Chicago area and is acting as a champion for Angela's product.We should expect all of the following EXCEPT that:

Ralph realizes that most of the people he established a business partnership with are no longer in their organizations.He does not know what his customers are planning next or what his competitors are doing.Ralph is most likely in the _____ stage of business partnerships.

After building awareness,the next stage in the development of a partnership is:

To achieve increasing revenue in an account over time,the salesperson acts as a change agent.

A manufacturer of sporting goods is considering the purchase of a new computer system that will affect nearly every operation within the company.The company's marketing vice president is concerned about how the change will affect the short-term efficiency of the company's shipping department.Discuss how a champion can make the change go more smoothly.

Assuming proper expectations have been set,what are the three major sources of customer complaints?

Identify a true statement about upgrading during the expansion phase of a sales relationship.

Brenda calls one of her best customers and the first thing she hears is "Brenda,I have a complaint." How should Brenda respond to the complaint?

How can salespeople achieve customer satisfaction and reordering in the exploration phase of a relationship?

Which of the following actions is still necessary after the partnering process reaches the expansion stage?

Describe the 3-by-3 strategy advocated by Darryl Lehnus.

During the _____ stage of developing a partnership,the buyer tests the seller's product,how the seller responds to requests,and other similar actions after the initial sale is made.

_____ is convincing a customer to use a higher-quality product or a newer product.

Getting customers to use a higher-quality or newer version of a product is called full-line selling.