Frank Is Evaluating His Sales Force and Sees One Rep

question 46

Multiple Choice

Frank is evaluating his sales force and sees one rep has a high percentage of canceled orders.Frank will likely:

• A)Terminate the rep before anymore cancellations come in.
• B)Investigate to see if the rep is using high-pressure tactics.
• C)Assess the call/expense ratio for that rep relative to other reps.
• D)In the future use a BARS rating system in evaluating the rep.

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Definitions:

Apologizing

The act of expressing regret or sorrow for having done something wrong or caused inconvenience or offense to someone.

Customer's Claim

A formal request or assertion made by a customer demanding a remedy or compensation for a product or service issue.

Full Refund

A full refund is a repayment in total of an amount paid by a customer for goods or services that were unsatisfactory, unfulfilled, or canceled.

Warranty

A written guarantee, issued to the purchaser of an article by its manufacturer, promising to repair or replace it if necessary within a specified period of time.