Exam 9: Expanding Customer Relationships

In the opening vignette of Chapter 9, Michael Nelson discusses the need to go beyond traditional product orientation and create value for his customers. What is he referring to?

Typically installers do not have the same relationship with customers.

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

When handling customer complaints, why is it important to ask the buyer how he or she would like to have the issue resolved?

Salespeople should make sure that their customers have accurate expectations about how the complaint will be resolved.

How does the textbook define the process of converting new customers into lifetime customers by continually adding value to the product?

Email is a good way for a salesperson to stay in touch with the customer because it guarantees the customer will get the message.

For the relational salesperson, it is safe to say that the real work does not begin until after the order is signed.

Which of the following is considered a customer relationship detractor?

A customer's problems not being taken seriously by the selling organization is a typical customer complaint.

Why does an organization host seminars, training sessions, and social engagements with customers?

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

What is the most time-consuming and expensive method of providing useful information when following up with customers?

Simone is a sales representative for an industrial chemical company. Over the next few months, Simone plans to have some members of her organization's R&D department visit her customers to see how they use the products. Why is Simone doing this?

Traditional selling and relational selling are pretty much the same with respect to postsale follow-up activities.

According to the textbook, which of the following aspects of salesperson behaviour has research shown to positively influence levels of customer satisfaction?

According to the textbook, one study has indicated that if a company fails to deal with customers and prospects that complain those customers will tell on average of how many people?

Which of the following customer service dimensions refers to a salesperson's desire to work with and properly service customers on a daily basis?

Customers expect salespeople to be warm, friendly, and reliable but are not particularly demanding when it comes to empathy or accuracy.

Resilience is an important characteristic for salespeople to have when dealing with customer complaints because it affects how they treat each customer.