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Refer to the Scenario Below to Answer the Following Questions

question 67

Multiple Choice

Refer to the scenario below to answer the following questions.
Reliable Tool Company is a manufacturer of hubs and axles for the trailer and heavy truck industry. Although Reliable Tool only has fifteen customers, the company is the sole supplier of hub and axle components to those customers. Monthly sales at Reliable Tool are approximately $1 million. "You might say we have all of our eggs in one basket," says owner Arthur Deetz. Therefore, it is critical that a competent sales force nurture those few but large accounts. Ninety-five percent of Reliable Tool's customers are located in Michigan, Ohio, and Indiana, which means that travel time to all customers is relatively short. However, given the nature of the industry, time spent with each customer is essential.
-Because Reliable Tool has only a few customers, the sales force manager wants to make satisfying customers throughout the sales process as important as making large sales. Which of the following is the best strategy for the Reliable Tool sales manager to adopt in order to motivate the sales force to focus on customer satisfaction?

Definitions:

Standardized Rules

Established and uniform procedures and criteria that apply to all relevant parties in a given context to ensure consistency and fairness.

Scripted Greetings

pre-written messages used in customer service settings to ensure consistency and efficiency in communication with clients.

Output Control

A management process where actual output is measured, compared to desired output, and adjustments are made as necessary to achieve objectives.

Profitability

The ability of a business or activity to generate a profit or financial gain compared to its costs and investments.