Which of the following is the last step in the

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41. Which of the following is the last step in the recommended procedure for resolving customer complaints? (A) listen carefully and get the whole story (B) gain agreement on a solution (C) take action; educate the customer to ensure realistic expectations (D) follow through on all promises; add value Answer : (D)
42. Simone is a sales representative for an industrial chemical company. Over the next few months, Simone plans to have some members of her organization's R&D department visit her customers to see how they use the products. Why is Simone doing this?
(C) She is trying to impress her customers by showing her organization's expertise in research and development. (D) She is trying to build goodwill with her customers by showing that her organization cares. Answer : (B) 43. Why does an organization host seminars, training sessions, and social engagements with customers?
44. Which of the following statements regarding customer expectations is most appropriate for salespeople to remember?
45. According to the textbook, which of the following statements regarding managing customer expectations best summarizes what salespeople should strive to achieve? (A) A salesperson should strive to match the customer's expectations to what is provided by his or her most direct competition. (B) The higher the customer's expectations, the better, provided the seller can meet or exceed those expectations. (C) Customer expectations of the selling organization should be set as high as possible to provide for reach in the service quality objective. (D) The lower the customer's expectations, the better, so that the seller can easily and
consistently exceed those expectations. Answer : (B)

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