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Which of the following is a reason for the importance of assessing customer satisfaction quizlet?

Assessing customer satisfaction is a key factor in any successful business. It helps to measure the quality of a company’s products or services, provide feedback on how customers feel about their experience, identify areas of improvement, and attract new customers.

By assessing customer satisfaction, businesses can measure customer loyalty, identify areas in need of improvement, and improve the overall customer experience. Additionally, by assessing customer satisfaction, businesses can find what customers appreciate and how they can be better served.

This can help a business to recognize customer needs, prioritize their efforts, and create strategies to create better customer experiences. Ultimately, assessing customer satisfaction plays a key role in achieving high customer satisfaction and loyalty and improving a company’s bottom line.

Which of the following is true of the perception that people had about sales resistance in earlier times?

In earlier times, sales resistance was often seen as a negative concept. People often viewed sales resistance as an obstruction to the success of a sale, something to be avoided at all costs and met with tactics such as persuasion and manipulation.

Salespeople felt the need to use their powers of persuasion in order to overcome any resistance from prospective customers or clients. This often led to aggressive or desperate tactics, which had a negative effect on the customer experience.

The idea of sales resistance had a lot of baggage attached to it. It was viewed as hostile, unreasonable and unprofessional behavior that could lead to a breakdown in any possible sales relationships.

This perception was highly detrimental to salespeople, who felt like they had to bluff their way through resistance in order to close sales.

Fortunately, times have changed and so has the perception of sales resistance. As sales technology has advanced, the focus of sales teams has shifted away from overcoming resistance to turning it into a positive outcome.

Today, sales resistance is seen as an opportunity to get to know the customer better, build trust, and actually listen to what they have to say. This allows salespeople to tailor their approach to the customer’s needs, turning potential resistance into a potential for success.

With the right approach and techniques, salespeople can turn resistance into an opportunity for mutual benefit.

Which of the following describes sales resistance quizlet?

Sales resistance is a term used to describe the obstacles a salesperson encounters in the process of converting a potential customer into an actual customer. It can include a variety of different issues, from difficulties in convincing a customer to listen to the sales pitch to problems in pricing or other sales tactics.

Sales resistance also occurs when a customer has difficulty trusting the salesperson, or when the customer has already made up their mind that they aren’t interested in buying the product. It is important for a salesperson to be aware of the different types of sales resistance they may encounter, in order to be better prepared to address the issue and convert the customer into a sale.

The best way to combat sales resistance is to do thorough research on the customer and the product before attempting to make the sale, in order to better understand the customer’s needs and interests.

Additionally, salespersons should be prepared with relevant and up-to-date information about the product, and should also practice active listening skills to respond to objections and concerns. By being well-prepared, having thorough knowledge and understanding of the customer and product, and being open to addressing customer’s concerns, a salesperson can effectively combat sales resistance and make successful sales.

Which of the following demonstrates the way to build long-term customer loyalty to a product?

Building long-term customer loyalty to a product begins with consistently delivering a quality product that meets or exceeds customer expectations. If a customer has a positive experience with a product, they are more likely to purchase it again or recommend it to others.

Building loyalty also involves providing good customer service, such as offering friendly, timely, and helpful customer support. Companies should also build trust by being transparent about the product or service, communicating regularly to inform about any changes, and offering clear policies, including return and refund options.

Additionally, incentivizing customers to return with discounts, loyalty programs, or other rewards can help to spur repeat purchases. By providing ongoing value, customers will come to trust and value the product, and become more loyal in the long-term.

Which of the following is the first step in the need satisfaction approach to selling?

The first step in the need satisfaction approach to selling is to ask questions and listen. Before offering any solutions or products, you should take the time to get to know the customer and really understand their needs.

This can be done by asking targeted questions related to the products or services they’re interested in and by engaging in a discussion that lets you learn more about their unique situation. Seek to understand their wants, needs, goals and preferences, and identify the problem they hope to solve with the solution you’re offering.

By taking this approach, you’ll be able to develop better relationships with your customers and offer them the most appropriate and tailored solutions that best fit their needs.

In which of the following structures does a company organize its sales force along customer or industry lines?

A company may organize its sales force along customer or industry lines as a structure known as customer or industry territory structure. This structure divides the sales force by each customer or industry, and assigns a salesperson to each territory.

This strategy allows the sales force to better assess any industry-wide trends developing in that specific market, as well as any customer-specific needs. Additionally, the salesperson assigned to each territory can better understand the particular needs of the industry customers in that particular area.

The customer or industry territory structure empowers individual salespeople to have the specialized knowledge and resources to handle the particular needs of their customers. This structure also helps to create a connection between the salesperson and the individual customers, as the salesperson understands their needs and goals better.

Which is an effective follow up activity that salespeople can use to provide good service and develop strong relationships with customers?

An effective follow up activity that salespeople can use to provide good service and develop strong relationships with customers is staying in regular contact with them. This can be done by sending customers emails, performance reviews, or additional product information.

Salespeople can also call customers periodically to check in and ask them how their experience is going. Additionally, salespeople can invite customers to speak at events or seminars or reach out for feedback on their products and services.

Building strong, trusted relationships with customers can help foster loyalty and repeat business, so providing a high level of customer service is essential. To do this, salespeople should take the time to listen to customer needs and preferences and be proactive in providing additional assistance where needed.

This can help them build trusting relationships which they can then use to identify further needs and build sales opportunities.

What do you mean by sales resistance?

Sales resistance refers to a potential customer’s reluctance to purchase a product or service. It can be caused by a variety of things, such as a lack of trust in the salesperson, an unwillingness to part with their money, or a lack of knowledge or interest in the item being sold.

Sales resistance can be difficult to overcome, but not impossible. It requires salespeople to carefully assess the prospective customer’s individual needs and provide them with personalized solutions.

Salespeople must be knowledgeable about their product or services, as well as sales tools and techniques. They should also be friendly and patient with their customers, in order to build trust and guarantee satisfaction.

With enough skill and effort, salespeople can effectively break down any type of sales resistance and ensure that a customer walk away with a positive experience.

What are the resistance in sales?

Resistance in sales is the reluctance or unwillingness to purchase a product or service. It can come from a variety of sources, including lack of need or demand, lack of trust in the company, unrealistic expectations about the product or service, perceived poor value for money, or other objections raised by customers.

It is the responsibility of the salesperson to address these objections and increase the customer’s confidence in making the purchase. This can take many forms, such as by providing information that clarifies the need, providing reassurance on quality and reliability, offering price discounts, or providing other incentives.

By doing this, salespersons can build credibility and rapport, which can encourage the customer to make the purchase.

What was the salesperson’s traditional view of sales resistance?

The traditional view of sales resistance is that it is something to be overcome, or a potential obstacle that stands in the way of making a sale. For example, the salesperson may perceive resistance from a customer as a result of a lack of trust in the product, services, or brand being presented or from the customer not understanding the product or its value enough to make an informed purchase.

Salespeople have typically viewed resistance as something that needs to be understood and then resolved, often through tactics such as using persuasive language or focusing on the features, benefits, and advantages that the product or service offers the customer.

However, this traditional approach can come across as too pushy, leading the customer to mistrust the salesperson or the product and further entrenching their resistance.

As such, it is important for salespeople to develop a more collaborative and transparent approach to sales resistance, in which they focus more on understanding the customer’s needs, doubts, and questions.

This approach allows the salesperson to build trust and create a positive customer experience, which can consequently result in a more successful sale.

Which of the following is a type of reward compensation system used to motivate and compensate salespeople?

A type of reward compensation system used to motivate and compensate salespeople is a sales commission structure. This type of system pays out a certain percentage of the revenue generated from a particular sale as a reward or bonus for the salesperson who closed the deal.

This type of compensation structure is often used for retail and sales positions to reward employees for their performance and encourage them to maximize their efforts. It can also be used to incentivize salespeople to close deals faster by providing an extra financial reward upon completion.

Sales commissions can be paid out based on gross sales, net sales, or a certain level of performance. Many companies also use a combination of different strategies, such as a base salary with commission bonuses, to encourage salespeople and increase motivation.

What is the first step in the customer service cycle?

The first step in the customer service cycle is to establish a relationship with the customer. Showing that you genuinely care about the customer’s needs and providing personalized assistance will be integral in creating a strong foundation of trust between the customer and the business.

Begin by asking the customer questions to build a rapport and learn more about their specific needs. Proactively provide helpful information and show that you’re willing to go the extra mile to ensure they’re satisfied.

Giving customers your undivided attention will ultimately help build their loyalty and lead to increased customer satisfaction.

What should be the next step after resolving a complaint?

After resolving a complaint, it is important to make sure that similar complaints do not arise in the future. One of the first steps is to discuss the initial complaint in detail with all relevant stakeholders to understand it better.

It is also important to look at the complaint holistically and identify the underlying cause or causes so that similar issues can be avoided in the future. The key is to identify any underlying processes, structures, or practices that may be contributing to any similar complaints.

Once the underlying factors have been identified, it is essential to develop concrete strategies to address the issues. It could involve updating existing processes, practices, and procedures or training employees on proper complaint handling.

It is also beneficial to review any customer feedback regularly and monitor any complaints to help prevent similar issues from arising. This ensures that customer satisfaction is maintained in the long-term.

What are the 4 steps to resolve a customer complaint or issue?

The four steps to effectively resolve a customer complaint or issue are as follows:

1. Listen and Clarify: Taking the time to listen to the customer’s complaint or issue and understand the scope of the problem is the first step. Any applicable clarifying questions to understand the exact nature of the problem should be asked at this time.

2. Show Empathy: Regardless of the situation, it is important to show empathy and a willingness to empathize with the customer. This can include using phrases like “I understand your frustration” or making a statement such as “I apologize for the inconvenience”.

3. Analyze and Resolve: Analyzing the customer complaint or issue and resolving it should require as little effort as possible. Consider all available options, including any discounts or refunds, before coming to a resolution.

4. Follow Up: Following up with the customer to confirm that the issue has been resolved to their satisfaction is an important step. This can come in the form of an email, phone call or other form of communication.

Additionally, asking the customer to provide feedback will help to ensure complete satisfaction and also help to identify potential areas of improvement.

Which of the following takes place when a salesperson does not prospect or qualify properly?

When a salesperson does not properly prospect or qualify, they run the risk of not finding the right customers, developing incorrect buyer personas, and wasting valuable time on prospects that were never meant to become customers in the first place.

When a salesperson fails to properly prospect and qualify their leads, they can quickly run out of ideal prospects and be forced to shift focus to prospects that are not a good fit for their business.

This often leads to frustration, wasted resources, and a decrease in sales. Additionally, when a salesperson doesn’t properly qualify their leads, they miss out on gathering important information about their buyers, such as their pain points, buying motivations, decision-making process, and budget.

All of these pieces of information are crucial to being able to close sales, so without proper qualification, a salesperson may be ill-equipped for successful conversations with a potential buyer.