Exam 9: Expanding Customer Relations

Anthony is a purchasing agent for a hospital. One day the hospital receives a shipment from of its suppliers with several items are missing. Anthony calls the supplier and talks to a customer service representative who is very friendly and helpful. Anthony calls the supplier again the next day but talks to a different customer service representative. This customer service representative is not as friendly and not as helpful. Which of the following describes the problem the supplier has with customer service?

New customers generally feel special because they have received a lot of attention.

Once the salesperson and the customer have agreed upon how to resolve the complaint, the salesperson should do what?

Resilience and shrewdness are important characteristics for salespeople to have when dealing with customer complaints.

As for the salesperson to call sporadically, a relationship enhancer is for the salesperson to call_____________.

Which of the following is accurate regarding the impact of technology on customer relationship management?

Before implementing a solution, the salesperson should seek the buyer's agreement that the solution will resolve the complaint.

_____________ refers to the extent to which the salesperson and the selling organization meet or exceed customer service expectations.

The salesperson should encourage critical encounters with their customers to encourage effective dialogue.

Once the sale has been made and the product delivered, the buyer does not want to hear from the salesperson until it is time to order again.

With respect to relational selling, it is the salesperson's job to follow-up with the customer after a sale has been made in order to ensure customer satisfaction.

Suppose you're a salesperson for an industrial machine manufacturer. How can you demonstrate to your customers your commitment to building mutually satisfying long-term relationships?

One advantage of computer technology is that salespeople can now track their orders in real time and, subsequently, relate the appropriate information to their customers.

Whenever possible, the salesperson should avoid letting the customer determine the best option for resolving the complaint.

E-mail is a good way to stay in touch with the customer because it guarantees the customer will get the message.

One of the first things the salesperson should do when dealing with a complaint is let the customer vent.

Long-term customers may feel neglected because the salesperson has many new customers and cannot be as attentive as he or she was previously. .

Which of the following methods of post sale follow-up is probably most effective?

The fourth component of effective follow-up is ________________. This refers to the salesperson applying relevant understanding and insight to create value-added interactions.

Unfortunately, many companies do a poor job understanding and satisfying their customers.