Author Question: Glenn is a salesperson for a beer and wine distributor. One of his customers stated that she is ... (Read 19 times)

bobbysung · **on:** Jun 28, 2018

Glenn is a salesperson for a beer and wine distributor. One of his customers stated that she is unhappy because her last order contained several broken bottles and was not delivered on time. Which of the following should Glenn do after expressing empathy and taking responsibility for the problem?
A) He should offer the customer a discount on their next order.
B) He should reimburse the customer for the broken bottles.
C) He should ask the customer what he or she would like him to do.
D) He should allow the customer to vent.
E) He should apologize and send more bottles to replace the broken bottles.

Question 2

The most difficult type of defectors to bring back once they leave are the _____ defectors.
A) price
B) product
C) service
D) market
E) technological