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
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.
