Selling

Answer:

Customer compliant is not at all good for the overall goodwill of the firm and this is the reason why the firm should always strive to work and function in such a way that customer do not find any scope for filing a complaint against a firm and make the firm face loss of its reputation.
Researches have suggested that the way salespeople handle complaints is more important than the kind of complaint or problem the customer posed in front of him. If the customer complaint has been handled wisely by the salespeople, then this will make the firm to win customer loyalty in longer run.
On this basis, it could be said that the firm should provide solution to all the potential issues that a product might show when the customer will make use of the product and provide solution to issues in advance that are likely to take place with the use of the particular product. This is because solution that are provided in advance to customers for the potential problems in the product are also capable of earning customer loyalty in large scale. Thus, on this basis it could be concluded that the company should make its best efforts to fix a problem that it knows will lead to some minor complaints so that the customers could be prevented from facing those problems.

Answer:

Satisfied customer is treated as one of the most important elements of a company's success. And, complaints from customers are not at all good for the overall goodwill of the firm and this is the reason why the firm should always strive to work and function in such a way that customer do not find any scope for filing a complaint against a firm and make the firm face loss of its reputation.
The statement "The customer is always right" could be responded by stating that for a firm to make profits and grow manifold has to cater the needs and demands of its customers giving it a topmost priority. When the customer provides bad remarks or feedback about the firm's offerings then this should be taken positively by the firm and should try to make necessary changes and improvements instead of fighting with the customer against his negative remarks. This shows that the firm should keep this adage in mind while functioning that the customer is always right, and is not always then atleast in most of the cases.
The customer is always right should be the motto of the firm while training the employees so that they work under an impression that providing excellent customer service is their topmost priority and should be undertaken by them effectively.
But this adage "The customer is always right" could not be taken literally because it is not necessary that the customer complaint is always because of the firm's mistake and the customer is always free from any mistake undertaken by him that has created problem and issue with the product or the way customer services are provided by the firm to the customer. In cases wherein, the customer has not taken appropriate care in using the particular product or for any other matter related to the product or service that he had purchased from the firm, and after that if he complaints for dissatisfaction, then in this case it could be said that the adage "The customer is always right" could not be taken

Answer:

The two case present in Buyers seat Building partnerships represents two contradicting situations with regard to response of sales person to its customers. The case in buyer's seat says that a sales person has to be very responsive and do the things which make the customer satisfied. According to it even when the customer is old after sales service is important part for sales. Sales person should regularly visit and meet customers for after sales service to continue good relationships customer. It somehow shows that sales person should dance to the tune of the customer.
Building partnership case says that it is not necessary to dance to the tune of the customer or rush to call when a customer asks. Instead he says that to be prepared and take your time before any call with customer is important. To maintain good relations you as a sales person have to responsive instead of dancing to customers tune.
Though both situations seems to be contradicting at first but if we take the deep meaning it suggests that the sales person has to be responsive and should be there to provide after sales service to the customer for maintaining good relations however always take your time and be well prepared to serve your customer to the best so as to make long lasting relations.