Question 1

What should the salesperson do next if the complaining customer proposes a viable way to resolve the complaint?
A) allow the customer to vent
B) follow through with what the customer suggests
C) offer the customer an alternative resolution
D) gain the customer's agreement that the action will resolve the complaint

Accepted Answer

The answer of What should the salesperson do next if...

Question 2

According to the textbook, which of the following best summarizes a salesperson's responsibility for customer training?
A) Salespeople should focus on selling and leave the training to the training experts.
B) Salespeople should encourage customers to provide their own training.
C) Salespeople should always use training as a bargaining tool when trying to get the buyer to make a purchase.
D) Salespeople should be involved either directly or indirectly in the training process unless otherwise specified by the customer.

Accepted Answer

According to the textbook, salespeople have a responsibility to be involved in the training process, either directly or indirectly, unless the customer specifies otherwise. This includes providing information on product usage, demonstrating how to use the product, and following up with the customer after the sale to ensure they understand how to use the product effectively.

Question 3

When handling customer complaints, why is it important to ask the buyer how he or she would like to have the issue resolved?
A) Asking the buyer enhances commitment and helps the salesperson to avoid proposing a solution that is either insufficient or overcompensates for the problem.
B) The salesperson avoids proposing a solution that will not make the customer happy.
C) It helps the customer feel like his or her complaints are being taken seriously.
D) Making an apology sound sincere is easier if the customer feels that he or she is being listened to.

Accepted Answer

Asking the buyer how he or she would like the issue resolved enhances commitment and helps the salesperson to avoid proposing a solution that is either insufficient or overcompensates for the problem. This ensures the customer is satisfied with the resolution, which is the ultimate goal of handling customer complaints.

Question 4

Oscar is a salesperson for a beer and wine distributor. One of his customers has just finished telling him that they are very unhappy because her last order contained several broken bottles. What should Oscar do after expressing empathy and taking responsibility for the problem?
A) offer the customer a discount on her next order
B) reimburse the customer for the broken bottles
C) ask the customer what she would like him to do
D) allow the customer to vent her frustration and listen attentively to get the whole story

Accepted Answer

After expressing empathy and taking responsibility for the problem, the best course of action is to ask the customer what she would like him to do. This shows that Oscar is willing to find a solution that works for the customer and gives her a sense of control in the situation. Offering a discount or reimbursement without first consulting the customer could be seen as dismissive of her concerns. Allowing the customer to vent her frustration and listen attentively to get the whole story is important, but it should be done in conjunction with offering a concrete solution that addresses the customer's concerns.

Question 5

According to the textbook, although salespeople generally have little control over order processing and installation of the products they sell, which of the following best summarizes a salesperson's responsibility in this area?
A) Most sales managers prefer their salespeople to focus their efforts on selling rather than order processing or installation.
B) It is important for a salesperson to monitor these activities and assist when necessary to demonstrate commitment to the customer and enhance the relationship.
C) Customers expect a salesperson to do these activities as part of their job.
D) Installation rarely presents an opportunity to upsell additional products and services, but a salesperson should be there just in case.

Accepted Answer

Although salespeople may not have direct control over order processing and installation, it is important for them to monitor these activities and assist as necessary. Doing so demonstrates commitment to the customer and helps to enhance the relationship. Additionally, salespeople may be able to identify opportunities for additional sales or improve the overall customer experience by providing insight into the installation process.

Question 6

Jasmine is a salesperson for an office supply company. One of her customers left a message indicating that they were unhappy about the last order they received. What is the first thing Jasmine should do to resolve the customer's complaint?
A) ask the customer what he would like her do
B) ask the customer to explain the problem and then listen carefully to get the whole story
C) offer the customer a discount on his next order
D) gain agreement on a possible solution to the problem

Accepted Answer

The best first step for Jasmine would be to listen to the customer's complaint and get the whole story. By doing this, Jasmine can better understand the problem and work towards a solution that will satisfy the customer. Asking what the customer would like her to do or offering a discount on the next order might not address the root cause of the complaint and could potentially worsen the situation. Gaining agreement on a solution might not be possible until the customer's concerns have been fully addressed.

Question 7

Which of the following is a notable difference between the recommended procedures for handling objections and for handling customer complaints after the sale, as discussed in the textbook?
A) The complaint handling procedure asks the customer how he or she would like to have the issue resolved, whereas the salesperson determines how an objection should be handled.
B) The objection handling procedure involves more negotiation skills than the complaint handling procedure.
C) The salesperson determines how a complaint should be resolved, whereas the objection handling procedure requires more collaboration with the prospect.
D) The complaint handling procedure requires more negotiation skills than the objection handling procedure.

Accepted Answer

The recommended procedure for handling objections is for the salesperson to determine the best way to handle the objection, while for handling customer complaints, the recommended procedure is to ask the customer how he or she would like the issue to be resolved. This is a notable difference between the two procedures. Option B and D are incorrect as they provide conflicting information with what is mentioned in the question. Option C is incorrect as it does not highlight any difference between the two procedures.

Question 8

Which of the following best summarizes the difference between the traditional sales process and the trust-based relational sales process?
A) Salespeople using the trust-based relational sales process spend more time prospecting for new business than those using the traditional sales process.
B) The traditional sales process focuses on getting the order, while the trust-based relational sales processes focuses on earning commitment after the sale.
C) Customer satisfaction levels tend to be higher for salespeople using the traditional sales process.
D) The trust-based relational sales process focuses on getting the order, while the traditional sales processes focuses on earning commitment after the sale.

Accepted Answer

The traditional sales process is focused on getting the order, while the trust-based relational sales process is focused on building a relationship with the customer and earning their commitment after the sale. This means that the trust-based relational sales process is more focused on the long-term relationship with the customer, rather than just the immediate sale. Option A is incorrect as it is not necessarily true that trust-based relational sales process spend more time prospecting for new business. Option C is incorrect as customer satisfaction levels can vary between sales processes and is not a defining characteristic of either process. Option D is incorrect as it is the opposite of the correct answer.

Question 9

In general, what is the best method for a salesperson to use to reduce customer complaints?
A) manage customer expectations (e.g., do not overpromise)
B) follow up daily or even hourly with the order fulfillment department
C) offer the customer a discount at the first sign of trouble to compensate for any problems experienced
D) let the trained professionals in the customer service department look after this area

Accepted Answer

Managing customer expectations is the best method for a salesperson to use to reduce customer complaints. By not promising more than what can be delivered, customers will be satisfied with the product or service they receive, resulting in fewer complaints. Following up with the order fulfillment department and offering discounts can also help, but managing expectations is the most effective approach. Letting customer service professionals handle complaints is not a proactive way of reducing them.

Question 10

What is the most time-consuming and expensive method of providing useful information when following up with customers?
A) a personal visit
B) a telephone call
C) an email
D) a handwritten note

Accepted Answer

A personal visit would require the most time and expenses, such as travel costs and potential loss of productivity for the salesperson. While it may provide a personal touch, it may not always be the most practical or efficient method for providing information to customers. Therefore, it may not be the best choice.

Question 11

When using the recommended complaint handling procedure, once the salesperson and the customer have agreed upon how to resolve a complaint, what should the salesperson do?
A) make sure that the customer has realistic expectations, and then implement the solution
B) allow the customer to vent
C) add value by following through on any promises made
D) make sure to get the agreement in writing

Accepted Answer

The salesperson should make sure that the customer has realistic expectations, and then implement the solution. This will help to ensure that the customer is satisfied with the resolution and that the complaint is resolved effectively.

Question 12

According to the textbook, which of the following best summarizes a salesperson's responsibility when a postsale customer complaint arises?
A) find out who is responsible for the problem and subsequently refer the buyer to him or her
B) reassure the customer that all complaints are taken seriously and handled quickly and efficiently by the service department
C) accept responsibility for the problem regardless of who in the selling organization is at fault and take immediate steps to correct the problem
D) document the problem and send the customer the proper information on how to solve it

Accepted Answer

The textbook states that salespeople should accept responsibility for the problem, regardless of who in the selling organization is at fault, and take immediate steps to correct the problem. This approach shows accountability and a commitment to customer satisfaction.

Question 13

What is the term for meetings in which the salesperson encourages the buyer to discuss tough issues, especially in areas in which the salesperson's organization is providing less than satisfactory performance?
A) critical encounters
B) touch points
C) service opportunities
D) complaint sessions

Accepted Answer

Critical encounters are meetings in which the salesperson encourages the buyer to discuss tough issues, especially those related to areas in which the salesperson's organization is providing less than satisfactory performance. These meetings are intended to address and resolve any concerns or issues that the buyer may have, ultimately improving the customer relationship and increasing sales.

Question 14

With respect to building good relationships with customers, what is one of the main challenges in handling customer complaints?
A) getting the whole story without bias
B) gaining agreement on how to solve the problem
C) getting customers to say something when a problem occurs
D) determining who is at fault when a problem occurs

Accepted Answer

The answer of With respect to building good relationships with...

Question 15

What is the name for a system that links buyers and sellers into a rich communication network to establish and reinforce long-term, profitable relationships?
A) a marketing intelligence system (MIS)
B) an extranet database
C) a management information system (MIS)
D) a customer relationship management (CRM) system

Accepted Answer

The description refers to a customer relationship management (CRM) system, which is designed to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving business relationships with customers, assisting in customer retention, and driving sales growth. An MIS or management information system helps organizations make informed decisions by providing timely, relevant, and accurate information. An extranet database is a collection of information that can be accessed by authorized users from outside an organization's network. While an extranet may be used to support a CRM system, it is not the same as a CRM system itself.

Question 16

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?
A) one
B) two
C) five
D) ten

Accepted Answer

According to various customer service studies, when a company fails to adequately address complaints, dissatisfied customers will tell an average of ten people about their negative experience. This highlights the importance of effective complaint resolution in maintaining a positive company reputation.

Question 17

What should the salesperson do next if the complaining customer proposes a nonviable way to resolve the complaint?
A) allow the customer to vent
B) follow through with what the customer suggests anyway
C) thank the customer for the suggestion and then offer the customer an alternative resolution
D) gain the customer's agreement that the action will resolve the complaint

Accepted Answer

While it is important to allow the customer to vent and demonstrate empathy, following through with a nonviable solution will not lead to a resolution. Instead, thanking the customer for the suggestion and then offering an alternative that could possibly address their concerns is a more effective approach. This shows the salesperson is listening and offers a solution that could work for both parties. It is also important to gain the customer's agreement that the action will resolve the complaint, but this is not the first step in the process.

Question 18

What is an inexpensive but less immediate and reliable method of providing useful information when following up with customers?
A) a personal visit
B) a telephone call
C) mail (hard copy or electronic)
D) a handwritten note delivered in person

Accepted Answer

Mail (hard copy or electronic) can be an inexpensive way to provide useful information to customers, but it may not be as immediate or reliable as an in-person visit or telephone call. However, it is still a good option for following up with customers who may not require an immediate response.

Question 19

What is the most immediate, convenient, and personal method of providing useful information when following up with customers?
A) a text message
B) a telephone call
C) an email
D) a handwritten note

Accepted Answer

A telephone call is the most immediate, convenient, and personal method among the options for providing useful information when following up with customers. It allows for real-time interaction and personal connection.

Question 20

From the salesperson's perspective, what should be the primary motivation for ensuring effective handling of customer complaints?
A) to use as a stepping stone to repeat business and recommendations to others
B) to avoid having to offer discounts or incentives to keep the customer happy
C) to protect his or her reputation
D) to avoid wasting his or her time

Accepted Answer

Ensuring effective handling of customer complaints can lead to repeat business and recommendations to others. When a salesperson successfully resolves a customer's complaint, the customer is more likely to continue doing business with them and may also refer others to them. This can ultimately lead to increased sales and revenue for the salesperson.

Quiz 9: Expanding Customer Relationships

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

According to the textbook, which of the following best summarizes a salesperson's responsibility for customer training?

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

Oscar is a salesperson for a beer and wine distributor. One of his customers has just finished telling him that they are very unhappy because her last order contained several broken bottles. What should Oscar do after expressing empathy and taking responsibility for the problem?

According to the textbook, although salespeople generally have little control over order processing and installation of the products they sell, which of the following best summarizes a salesperson's responsibility in this area?

Jasmine is a salesperson for an office supply company. One of her customers left a message indicating that they were unhappy about the last order they received. What is the first thing Jasmine should do to resolve the customer's complaint?

Which of the following is a notable difference between the recommended procedures for handling objections and for handling customer complaints after the sale, as discussed in the textbook?

Which of the following best summarizes the difference between the traditional sales process and the trust-based relational sales process?

In general, what is the best method for a salesperson to use to reduce customer complaints?

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

When using the recommended complaint handling procedure, once the salesperson and the customer have agreed upon how to resolve a complaint, what should the salesperson do?

According to the textbook, which of the following best summarizes a salesperson's responsibility when a postsale customer complaint arises?

What is the term for meetings in which the salesperson encourages the buyer to discuss tough issues, especially in areas in which the salesperson's organization is providing less than satisfactory performance?

With respect to building good relationships with customers, what is one of the main challenges in handling customer complaints?

What is the name for a system that links buyers and sellers into a rich communication network to establish and reinforce long-term, profitable relationships?

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?

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

What is an inexpensive but less immediate and reliable method of providing useful information when following up with customers?

What is the most immediate, convenient, and personal method of providing useful information when following up with customers?

From the salesperson's perspective, what should be the primary motivation for ensuring effective handling of customer complaints?