Tony Is a Salesperson Dealing with a Customer Complaint

question 87

Multiple Choice

Tony is a salesperson dealing with a customer complaint. Tony's customer is asking for a resolution Tony knows is nonviable. Tony should:

• A) Allow the customer to vent more.
• B) Tell the customer no.
• C) Thank the customer for the suggestion and then offer an alternative solution.
• D) Agree to the resolution even though he knows his company won't be able to follow through on his promise.
• E) Tell the customer to think again.

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Definitions:

Leadership Grid

A model for understanding leadership styles based on two dimensions: concern for people and concern for production, proposing ideal leadership behaviors.

Barista

A person skilled in making and serving coffee drinks, typically working in a coffee shop.

Tasks

Specific pieces of work or activities to be completed, usually part of a larger project or goal.

Relationships

Connections or associations between individuals or groups based on social, emotional, or professional ties.