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:

Figure-ground Distinction

Refers to the visual perception ability to separate objects (figure) from their background (ground), allowing focus on specific elements in a field of perception.

Retinal Disparity

The slight difference in images processed by the left and right eyes, which is important for depth perception.

Shape Constancy

The perception of the shape of an object as constant even when its shape changes on the retina.

Visual Angle

A measure of the size an object appears to an observer, determined by the object's actual size and its distance from the observer.