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12 Questions

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Understanding Customer Service Concepts

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Questions and Answers

What is the term for the ability to identify potential customers and engage with them?

Prospecting (correct)

Perceptiveness

Mirror client

Personal selling

In the context of negotiation, what does successful negotiation involve?

Compromise on all sides (correct)

Describing company products effectively

Unspoken communication

Mirroring the client

What is the term for one business selling to another business?

Prospecting

B2C

B2B (correct)

Personal selling

Which of the following is NOT part of the 5 C's of effective communication mentioned in the text?

Courageous Signup and view all the answers

What is the term that describes a strong moral standard and consistent value system?

Ethical behavior Signup and view all the answers

Which trait involves building long-term relationships with customers through face-to-face interactions?

Personal selling Signup and view all the answers

What are the goals of customer service?

To anticipate customer needs, listen completely, respond to questions, provide a satisfactory solution, and offer follow-up. Signup and view all the answers

How does selling impact private enterprise?

It provides the impetus for keeping the economy moving. Signup and view all the answers

Which trait is NOT associated with an effective salesperson?

Unethical behavior Signup and view all the answers

What is the primary goal of a sales transaction?

To satisfy the customer’s needs and wants while closing the sale. Signup and view all the answers

Why is it important for a salesperson to have knowledge of the product, industry, and competition?

To provide accurate information and offer better solutions to customers. Signup and view all the answers

What role does follow-up play in customer service?

It helps in building long-term relationships with customers. Signup and view all the answers