MKT 410 OTE 3 Guidepost Questions.docx - Chapter 9 Which of the following complaints is a salesperson likely to hear from a customer sooner or later-All

MKT 410 OTE 3 Guidepost Questions.docx - Chapter 9 Which of...

This preview shows page 1 - 3 out of 5 pages.

Chapter 9 Which of the following complaints is a salesperson likely to hear from a customer sooner or later? -All of the Above A(n) __________ is a system that dynamically links buyers and sellers into a rich communication network to establish and reinforce long-term, profitable relationships. __________ is an example of such a system that is commercially available. -customer relationship management (CRM) system; Salesforce.com Ingram and his co-authors recommend that salespeople use __________ to follow up with customers. -All of the Above Ingram and his co-authors define __________ as “the ability of a salesperson to get knocked down several times a day by a customer’s verbal assault (i.e., complaint) and get right back up with a smile and ask for more.” -Resilience Ingram and his co-authors state that there are three dimensions of customer service: __________, __________, and __________. Of these, __________ is the most important. -communication; resilience; service motivation; communication Ingram and his co-authors quote Stevens and Kinni (2007): In research involving 80,000 business customers, the number-one characteristic found to define a world-class salesperson is someone who __________. -personally manages the customer’s satisfaction by being accountable for the customer’s desired results Ingram and his co-authors outline a procedure for handling customer complaints. The first step of that procedure is -Build the relationship to the point that your customers are comfortable complaining Salespeople can convert new customers into highly committed lifetime customers by -Doing all of the above
Image of page 1
A __________ is a plan in which a salesperson identifies his or her business and customers, what the customers want, and what is important to them. -service strategy Chapter 8 To support his point that sales and theater have much in common , Dan Pink states that sales and theater both __________. -Do A and C The three essential rules for improvisational theater also apply to selling and non- sales selling. They are 1) Hear offers, 2) __________, and 3) Make your partner look good.
Image of page 2
Image of page 3

  • Left Quote Icon

    Student Picture

  • Left Quote Icon

    Student Picture

  • Left Quote Icon

    Student Picture