In terms of dealing with customer problems, a study in a medical billing operation found that the most effective technique was to
A) focus more on the problem than the customer's emotion.
B) focus more on the customer's emotion than the problem.
C) immediately offer a refund rather than attempting to deal with an unhappy customer.
D) ask the customer for sympathy and compassion.
Answer: A
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A coupon is a price reduction offer to a consumer
Indicate whether the statement is true or false
Financially healthy firms frequently close any cash flow gaps in their operating cycles with ________________________________________
Fill in the blank(s) with correct word
The process by which an individual selects, organizes, and interprets information to create a meaningful picture of the world is referred to as ________.
A. perception B. a self-concept C. motivation D. learning E. attitude formation
When the prospect said, "I know that your company usually ships in batches of 6 dozen cases, but I don't have room to store that much merchandise." The salesperson must first:
A. determine if the objection is major or minor. B. determine if the prospect is setting a condition. C. smoke out the hidden and hopeless objections. D. try to negotiate with the customer to make a sale. E. use a dodge to create interest in the prospect.