When Resolving Complaints, Salespeople Often Make Promises to the Customer

question 22

Multiple Choice

When resolving complaints, salespeople often make promises to the customer. Which of the following best reflects what the salesperson should do regarding those promises?

• A) The salesperson should strive to over-promise and under-deliver
• B) The salesperson should strive to under-promise and over-deliver
• C) Follow through on all promises except those that cost the selling organization money
• D) Follow through and all promises except those costing more than the profit made from the sale
• E) Both b and d are correct

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Definitions:

Scientific Management

Emphasises careful selection and training of workers, and supervisory support.

Work Methods

The procedures and techniques employed to complete tasks efficiently and effectively in a workplace.

Performance Standards

Criteria established for evaluating the effectiveness and efficiency of employees' work or organizational productivity.

Motion Study

The science of reducing a task to its basic physical motions.