In Your Position as an Electronics Salesperson,one of Your Retailers

question 52

Multiple Choice

In your position as an electronics salesperson,one of your retailers tells you to take back some unsalable goods.You are not sure if the customer's claim is honest or not.You do not want to make the retailer unhappy as he brings you good business.How do you tackle this situation?

• A) Ask the customer to avoid being dishonest.
• B) Apologize to the customer and inform him that you are not sure of his claim.
• C) Give the benefit of doubt to the customer and return the goods.
• D) Never return the goods if you are not sure that the customer's claim is true.
• E) Return half the merchandise if the customer is correct.

Understand the concept and importance of collective intelligence in teams over individual intelligence.

Recognize various approaches to team building and their specific applications.

Understand the significance of high-performance teams turning general purposes into specific performance objectives.

Comprehend the importance of core values and the right mix of skills in high-performance teams.

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Definitions:

Customer Satisfaction

The measure of how well a company's products or services meet or exceed customer expectations.

Balanced Scorecard

A strategic planning and management system used to align business activities with the vision and strategy of the organization, improve internal and external communications, and monitor organizational performance against strategic goals.

Report

A detailed account or statement about a specific topic, situation, or event.

Residual Income

The income that remains after subtracting all required costs of capital from the operating income.