Dan was smiling to himself and feeling rather smug as he approached his next customer. After slaving away in a mediocre territory, he had been rewarded with a promotion to a more lucrative area. Today Dan was meeting with Billy Bob, the purchasing agent for a large company in Dan's new territory. Billy Bob had always been a loyal customer, and although this was their first meeting, Dan fully expected a large order would result from the sales call today.
Smiling, Dan entered, offered Billy Bob his hand, and said, Hello, I'm Dan from Manfred Enterprises. How are you
Before Dan could even get the words out of his mouth, Billy Bob broke in.
Who the hell are you? Where's my buddy Irvin? You know we've been doing business together for almost 12 years now. I just don't deal with anybody else, much less a greenhorn. Where the hell is Irvin? We spent a lot of time togetherhell, we darn near shut down Sam's Saloon one night. I'll just have to call Irvin at home and see what the hell is going on..
Dan recalled Irvin bragging about the order he received one night at Sam's Saloon. Dan also knew that Irvin had been fired for drinking on the job.
Dan was struck with a sense of panic. How could he respond to Billy Bob's comments without risking the account?
Should Dan take Billy Bob out for drinks to appease him?
Question 2
Dan was smiling to himself and feeling rather smug as he approached his next customer. After slaving away in a mediocre territory, he had been rewarded with a promotion to a more lucrative area. Today Dan was meeting with Billy Bob, the purchasing agent for a large company in Dan's new territory. Billy Bob had always been a loyal customer, and although this was their first meeting, Dan fully expected a large order would result from the sales call today.
Smiling, Dan entered, offered Billy Bob his hand, and said, Hello, I'm Dan from Manfred Enterprises. How are you
Before Dan could even get the words out of his mouth, Billy Bob broke in.
Who the hell are you? Where's my buddy Irvin? You know we've been doing business together for almost 12 years now. I just don't deal with anybody else, much less a greenhorn. Where the hell is Irvin? We spent a lot of time togetherhell, we darn near shut down Sam's Saloon one night. I'll just have to call Irvin at home and see what the hell is going on..
Dan recalled Irvin bragging about the order he received one night at Sam's Saloon. Dan also knew that Irvin had been fired for drinking on the job.
Dan was struck with a sense of panic. How could he respond to Billy Bob's comments without risking the account?
What should Dan say about the circumstances of Irvin's dismissal? Should Dan tell the customer that Irvin was fired for drinking on the job?
In a developmental systems approach, the emergence of social smiling at 6 to 8 weeks of age is not ...
Bank teller assisting with customer service.
Step 1 is to verify the customer concern or problem. If the problem cannot be verified, then the ...
A form that the customer should fill out if there is a driveablilty concern to help the service ...
Step 8 is very important. Be sure that the customer’s concern has been corrected.
Feeling the palms “plugging into each other.”