Unlock document.
This document is partially blurred.
Unlock all pages and 1 million more documents.
Get Access
80.
Which of the following is the first step toward reducing the probability of a trust-
destroying conflict in a relationship?
Short Answer Questions
81.
How does a salesperson contribute to the beginning of a relationship?
82.
The best way to begin a relationship is for each party to be aware of what the other
expects. What do customers typically base their expectations on?
83.
How can salespeople achieve customer satisfaction and reordering in the exploration
phase of a relationship?
84.
How is the strategy of upgrading used by salespeople?
85.
Bob is a 3MT Co. salesperson who deals with companies that clean up hazardous waste. A
fertilizer company purchased 10 cases of respirators from 3MT. Bob explained to the
company's owner that the company would also benefit from the 3MT cleanup training
package that includes one 15-minute video, 25 study guides, a 10-step spill response
poster, 75 wallet cards, and 25 certification of completion. What is Bob trying to do in this
scenario?
86.
What is generally meant by the use of the term "preferred supplier"?
87.
Briefly define corporate culture.
88.
Identify a salesperson as a change agent.
14-36
89.
A family-owned company sells collectible items through the mail. The company is
preparing to outsource its distribution department within the next 4 weeks. This will mean
letting go of or reassigning about one-third of its work force. Also, the employees must
learn how to use a new computerized system even though many of them have resisted
other forms of computerization earlier. Evaluate the resistance to change that exists in this
company in terms of the two critical elements to consider when making such a change.
90.
Describe the 3-by-3 strategy advocated by Darryl Lehnus.
Essay Questions
91.
Describe the features of the exploration stage in buyer-seller partnerships.
92.
Assuming proper expectations have been set, what are the three major sources of
customer complaints?
93.
Jack has just received a complaint from one of his long-time customers about a problem
with the ignition system on some automatic tillers that were delivered last month. Should
Jack assume the product is fine and the user is at fault?
94.
Brenda calls one of her best customers and the first thing she hears is "Brenda, I have a
complaint." How should Brenda respond to the complaint?
95.
Stephan knows that repeat orders are usually easier to handle and more profitable. What
can he do to generate repeat orders?
96.
What are the actions to be taken by a salesperson when a product is unsatisfactory?
97.
A manufacturer of sporting goods is considering the purchase of a new computer system
that will affect nearly every operation within the company. The company's marketing vice
president is concerned about how the change will affect the short-term efficiency of the
company's shipping department. Discuss how a champion can make the change go more
smoothly.
98.
Bulles Beverages Company at Las Vegas was a trusted partner of Marcheur Distilleries
Ltd. in Texas. After seven years of working together, the management of Bulles Beverages
Company became unsatisfied with Marcheur Distilleries as the latter's service seemed
languid. As a result, the contract was terminated, and they started to source their
beverages from another distillery. Identify the reason behind the dissolution of this
relationship, and what could have been done to prevent this?
99.
How can trust-destroying conflicts be avoided?
100.
What steps can a salesperson take to overcome conflict with a customer?
