Answer The customer is always right Customers may be wrong but if they truly

Answer the customer is always right customers may be

This preview shows page 148 - 151 out of 205 pages.

Answer: "The customer is always right." Customers may be wrong, but if they truly believe that their complaint is legitimate, it should be handled as if it is. But the salesperson has to be careful in handling the dishonest customers. Handle complaints fairly. Learning Objective: 13-05 Topic: Handle Complaints Fairly Blooms: Understand AACSB: Level of Difficulty: Medium Short Answer Questions 135. List the three levels of business friendship. Answer: The three levels are acquaintances, friends and intimate friends. Learning Objective: 13-02 Topic: Building a Long-Term Business Friendship Blooms: Remember AACSB: Level of Difficulty: Easy 11-148
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136. Which level of customer relationship marketing can be related to an intimate friendship? Answer: Partnering in relationship marketing can be related to an intimate business friendship. Learning Objective: 13-02 Topic: Relationship Marketing and Customer Retention Blooms: Understand AACSB: Level of Difficulty: Medium 137. List the three levels of customer relationship marketing. Answer: The three levels are (1) transaction selling, (2) relationship selling and (3) partnering. Learning Objective: 13-02 Topic: Relationship Marketing and Customer Retention Blooms: Remember AACSB: Level of Difficulty: Easy 138. List two of the seven deadly sins of business selling. Answer: Lack of product knowledge, time wasting, poor planning, pushiness, lack of dependability, unprofessional conduct, and unlimited optimism. Learning Objective: 13-01 Topic: Do’s and Don’ts for Business Salespeople Blooms: Understand AACSB: Level of Difficulty: Medium 139. What is a business acquaintance? Answer: Acquaintances are people whose names you know, whom you see occasionally, and whom you may know little about even if you’ve known them for a long time. Learning Objective: 13-02 Topic: Building a Long-Term Business Friendship Blooms: Remember Understand AACSB: Level of Difficulty: Easy Medium 140. What is perceived purchase satisfaction? Answer: Perceived purchase satisfaction is the customer's feelings about any differences between what is expected and actual experiences with the purchase. Learning Objective: 13-01 Topic: Customer Satisfaction and Retention Blooms: Remember AACSB: Level of Difficulty: Easy 11-149
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141. What are the elements in the circular relationship for managing a sales call? Answer: The elements are planning, implementation and evaluation. This is done continually by the salesperson. Learning Objective: 13-01 Topic: So, How Does Service Increase Your Sales? Blooms: Understand AACSB: Level of Difficulty: Medium 142. What does the response function of the customer to the salesperson's calls signify? Answer: The most productive number of calls is reached at the point at which additional calls do not increase sales to the customer. This relationship of sales volume to sales calls is referred to as the response function of the customer to the salesperson's calls.
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