A salesperson should determine ahead of time what a customer is going to complain about so that the customer does not have to go through the process of explaining it.
Indicate whether the statement is true or false
Question 2For transactional customers, the business marketer should:
A) see that operational linkages are designed into the relationship to keep product and service offerings aligned with customer needs.
B) directly assist the customer with planning and strategy issues.
C) focus primary attention on the purchasing staff.
D) all of the answer choices
Question 3One of the first things the salesperson should do when dealing with a complaint is let the customer vent.
Indicate whether the statement is true or false
Question 4For collaborative customers, the business marketer should:
A) invest resources to build operational linkages and information-sharing mechanisms for the relationship.
B) directly assist customers with planning and strategy development.
C) work with a wide array of managers on strategy and coordination issues.
D) all of the answer choices
Question 5The first step in the complaint handling process is to ask the customer what he or she would like you to do.
Indicate whether the statement is true or false
Question 6Which of the following statements about collaborative relationships is(are) true?
A) Customers prefer a collaborative relationship when there is a competitive supply environment featuring many alternatives.
B) Collaborative relationships are less likely to involve operational linkages between the buying and selling firms.
C) Buyers prefer collaborative relationships when the purchase decision is not complex.
D) none of the answer choices
Question 7An open communication line is critical if salespeople are to build a long-term relationship with their customers.
Indicate whether the statement is true or false
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