BACHELOR OF BUSINESS ADMINISTRATION

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BUSINESS ADMINISTRATION

MARKETING MANAGEMENT

Question [CLICK ON ANY CHOICE TO KNOW THE RIGHT ANSWER]
When Mr. Schwarz’s order did not arrive at the expected time, he called Karl, the salesperson with whom he had placed his order. Karl apologized for the delay and told Mr. Schwarz that he would check into the issue. After Karl talked with the transportation company, he immediately called Mr. Schwarz to let him know where the order was and when to expect delivery. Mr. Schwarz thanked Karl for getting back with him so quickly. In this situation, Karl reinforced the company’s image by
A
delegating work tasks.
B
giving vague answers.
C
providing efficient follow-up.
D
complimenting the customer.
Explanation: 

Detailed explanation-1: -Empathy, good communication, and problem-solving are core skills in providing excellent customer service.

Detailed explanation-2: -Positive customer relations give companies more insight into their customer’s problems because it creates an open channel of communication for relaying customer feedback. This leads to better individual interactions with customers, which builds up trust over time and influences their buying decisions.

Detailed explanation-3: -Reaching closure is the phase of the selling process in which the salesperson addresses customer objections and asks the customer to buy. Follow-up includes all the activities that occur after a sale to ensure customer satisfaction.

Detailed explanation-4: -Good customer service always helps retain your customers. It is what keeps your customers coming back for more purchases. Retaining customers increases your revenue and it’s also much cheaper to keep a customer than to try to gain a new one.

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