Category: Uncategorized

Selling, customer service, and images on billboards are all examples of touchpoints.

In theory, Amy consistently satisfies each of her customers; she knows a lot about her customers’ needs and develops solutions for them at (what seems to her) fair prices. Why don’t her customers return very often?

The designer calls Marlene back immediately, empathizing with her, saying that she is sorry for the wait, and that she will fix her mistakes as soon as possible. What, if anything, did the designer do wrong?

Wendy always makes sure to identify the need for a solution and customizes the solution to fit a specific customer’s needs. She takes care of initial financial arrangements, and then works as an advocate for the customer inside their company. What would Wendy most likely consider herself?

What role does personalized value play in differentiating a salesperson’s offerings?

Ryan just got off a sales call and is attempting to debrief. Which of the following would not be a good question for him to ask himself?

Air, water, sleep, food, shelter and warmth are all examples of what type of need?

Serena and her boss have conflicting opinions about how to handle a key account and tensions are high. Perhaps the tension between them stems from a personal issue they have been having between the two of them. Serena has been trying to put that problem aside because she also needs to get her team up to speed. What should Serena do first?

In which step of managing a complaint should you restate and cushion the complaint?

Why is it important for companies to understand the general level of service and features expected in the marketplace?