Exam 9: Expanding Customer Relations

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:

Which of the following statements regarding customer expectations is appropriate for salespeople to remember?

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.

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

____________is the desire of a salesperson to service customers each day.

Which of the following is not a method a salesperson might use to expand collaborative involvement between the selling organization and the customer's organization?

One of the relationship detractors discussed in the text is for the salesperson to _____-promise and under-deliver.

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

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

When resolving complaints, salespeople often make promises to the customer. Which of the following best reflects what the salesperson should do regarding those promises?

Why is it important to assess customer satisfaction?

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

CRM is an acronym for _______________ _______________ _______________.

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

An organizations dedicated and proprietary computer network offering password-controlled access to people within and outside the organization is referred to as a/an _______________.

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

Suppose you are a salesperson for a corporate jet manufacturer. You know from experience that after placing an order most customers will have questions or concerns. Which of the following post sale follow-up methods are appropriate for you to utilize?

The final step of the complaint handling process is to follow through on _________________.

Susan is a sales representative for an industrial chemical company. Over the course of the next few months Susan is going to try to have people from the R&D department visit her customers to see how they use the products. Which of the following explains why Susan is going to all of this trouble?

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