Chapter 9Which of the following complaints is a salesperson likely to hear from a customersooner or later?-All of the AboveA(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.comIngram and his co-authors recommend that salespeople use __________ to followup with customers.-All of the AboveIngram 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.”-ResilienceIngram and his co-authors state that there are three dimensions of customer service: __________, __________, and __________. Of these, __________ is the most important.-communication; resilience; service motivation; communicationIngram 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 resultsIngram and his co-authors outline a procedure for handling customer complaints.The firststep of that procedure is-Build the relationship to the point that your customers are comfortable complainingSalespeople 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 8To support his point that sales and theater have much in common, Dan Pink states that sales and theater both __________.-Do A and CThe 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.