Which of the Following Standards Would Be Most Useful in Evaluating

question 268

Multiple Choice

Which of the following standards would be most useful in evaluating the performance of a customer-service group?

• A) The average time per customer inquiry should be kept to a minimum.
• B) Customer complaints should be processed promptly.
• C) Employees should maintain a positive attitude when dealing with customers.
• D) All customer inquiries should be answered within seven days of receipt.

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Definitions:

Handling Objections

A sales technique that involves addressing and overcoming doubts or hesitations (objections) from potential customers.

Indirect Denial

An apparent agreement with the prospect used by the salesperson to deny the fundamental issue of the objection.

Objection Handling

The process of addressing and overcoming reservations or concerns raised by a potential buyer in a sales context.

"Yes, but…"

A conversational technique often used in sales and negotiations to acknowledge a point and simultaneously introduce a counterargument or exception.