The First Thing a Salesperson Should Do in Dealing with a Customer's

question 30

Multiple Choice

The first thing a salesperson should do in dealing with a customer's complaint is:

• A)offer a satisfactory solution
• B)determine the facts
• C)determine whether the buying or selling firm is at fault
• D)represent the customer's position to the selling firm's personnel
• E)encourage the customer to tell his or her whole story

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Definitions:

Recognition Heuristic

A decision-making process where a more recognized option is chosen over the less familiar one, based on the assumption that recognition is correlated with value.

Behavioral Economics

A method of economic analysis that applies psychological insights into human behaviour to explain economic decision-making.

Self-Serving Bias

Self-serving bias is the tendency to attribute positive events to one's own character but attribute negative events to external factors, affecting judgment and decision-making.

Planning Fallacy

The optimistic cognitive bias that leads individuals or teams to underestimate the time, costs, and risks of future actions, while overestimating the benefits.