Author Question: Suppose you're a salesperson for a beer and wine distributor. One of your customers has just ... (Read 19 times)

809779 · **on:** Jun 28, 2018

Suppose you're a salesperson for a beer and wine distributor. One of your customers has just finished telling you they are unhappy because their last order contained several broken bottles. What should you do after expressing empathy and taking responsibility for the problem?
a. Offer the customer a discount on avoids next order.
b. Reimburse the customer for the broken bottles.
c. Ask the customer what he/she would like you to do.
d. Allow the customer to the vent.
e. Both a and to b

Question 2

For a salesperson trying to determine the impact of group forces on the organizational buying process, which of the following questions are appropriate?
A) Which organizational members take part in the buying process?
B) What is each member's relative influence in the decision?
C) What criteria are important to each member in evaluating prospective suppliers?
D) All of the answer choices are appropriate.