When Handling Complaints from a Customer, a Salesperson Must

question 35

Multiple Choice

When handling complaints from a customer, a salesperson must:

• A) emphatically inform the customer what he or she cannot do.
• B) agree with the customer even if his or her expectations are unrealistic.
• C) avoid critical encounters.
• D) listen carefully and get the whole story.
• E) apply the practices of the traditional sales process.

---

Definitions:

Driving Accidents

Incidents involving vehicles in motion which result in damage, injury, or death.

Representative Sample

A subset of a population that accurately reflects the members of the entire population, often used in research to draw conclusions about the population as a whole.

Survey Research

A research method involving the collection of data from a predetermined group of respondents to gather information and insights.

Representative Sample

A smaller group within a larger population that accurately represents all members of that population.