Speed up the sale to minimize opportunity for disagreement
Use product knowledge to prove they are wrong
Listen patiently and try to stay calm
Ask them to come back when they are ready to buy
Disagreeable
A P.F.
Slow/methodical
Dishonest
Disagreeable
Suspicious
Slow/Methodical
Dishonest
Markups on inventory
Additional advertising
Higher commissions
Loss of sales
Institutional ads
Product quality
Extended hours
Price reductions
Thank the customer
Explain company policy
Restate the complaint
Take immediate action
Thank the customer
Explain company policy
Restate the complaint
Take immediate action
Yes, because records of the compalints cannot be maintained
Yes, because the salesperson does not have an opportunity to handle the complaint.
No, because non-complainers do not express ill feelings
No, because the salesperson can satisfy the non-complainer within company guidelines.
To assure that the product lines are related
To promote one-stop shopping
To decrease legal liabilities
To relate the products to the target market
To keep up with changing customer preferences
To spread risk over a wider area
To predict the success of the changed product
To make room for other products
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