When Handling Customer Complaints It Is Important to Ask of the Buyer

question 111

Multiple Choice

When handling customer complaints it is important to ask of the buyer what he/she would like to have happen in order to resolve the issue. By doing this, the salesperson:

• A) Avoids proposing an insufficient solution.
• B) Avoids proposing a solution that over-compensates for the problem.
• C) Will understand what the buyer wants to correct the problem.
• D) Is more likely to gain the customer's agreement to the solution if it is viable.
• E) All of the above.

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Definitions:

Charismatic Power

Power that is based on the attractiveness a person has to others.

Critical Areas

Specific geographic zones deemed vital for environmental, social, or economic reasons that require special management or protection.

Redefining Stage

A phase where existing perceptions or values are reassessed and new meanings are constructed to adapt to change.

Group Development

The process through which a group progresses through stages of formation, storming, norming, performing, and adjourning to achieve effectiveness and cohesion.