When resolving complaints, salespeople often make promises to the customer. Which of the following best reflects what the salesperson should do regarding those promises?
A) The salesperson should strive to over-promise and under-deliver
B) The salesperson should strive to under-promise and over-deliver
C) Follow through on all promises except those that cost the selling organization money
D) Follow through and all promises except those costing more than the profit made from the sale
E) Both b and d are correct

Question

Quizplus · Accepted Answer

The salesperson should strive to under-promise and over-deliver. This approach helps to exceed customer expectations and build trust and loyalty. Over-promising and under-delivering can harm the salesperson's reputation and damage the customer's trust in the organization.

When Resolving Complaints, Salespeople Often Make Promises to the Customer