GK
MARKETING MANAGEMENT
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Question
[CLICK ON ANY CHOICE TO KNOW THE RIGHT ANSWER]
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By using high-pressure selling techniques
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By identifying the customer’s real needs
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By approaching customers as soon as possible
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By advising the customer from personal experience
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Detailed explanation-1: -Which of the following is the best method a salesperson can utilize for reducing customer complaints? Manage customer expectations (e.g. don’t over promise.)
Detailed explanation-2: -One of the first things the salesperson should do when dealing with a complaint is let the customer vent. Unfortunately, many companies do a poor job understanding and satisfying their customers.
Detailed explanation-3: -The model consists in a “Plan – Learn – Focus – Develop – Launch – Analyze” cycle to become customer driven and to develop breakthrough solutions and value: Planning Strategic choices.
Detailed explanation-4: -Listen to the complaint. Thank the customer for bringing the matter to your attention. Record details of the complaint. Get all the facts. Discuss options for fixing the problem. Act quickly. Keep your promises. Follow up.