With respect to customer training, salespeople should
Be involved either directly or indirectly in the training process unless otherwise specified by the customer.
Which of the following is the best method a salesperson can utilize for reducing customer complaints?
Manage customer expectations (e.g. don't over promise.)
Susan always asks her customers to be candid with her, especially when it comes to their satisfaction. Susan:
Is encouraging critical encounters
Suppose you are a salesperson for an office supply company. One of your customers left you a message indicating that they were unhappy about the last order they received. While on your way to visit the customer to discuss the problem, you decide to review your procedure for handling complaints. What is the first thing you need to do to resolve customer's complaint?
Ask the customer to explain the problem and then listen carefully to get the whole story.
When resolving complaints, salespeople often make promises to the customer. Which of the following best reflects what the salesperson should do regarding those promises?
The salesperson should strive to under-promise and over-deliver.
What is the most important customer service dimension?