When handling complaints from a customer, a salesperson must:
A) emphatically inform the customer what he or she cannot do.
B) agree with the customer even if his or her expectations are unrealistic.
C) avoid critical encounters.
D) listen carefully and get the whole story.
E) apply the practices of the traditional sales process.

Question

Quizplus · Accepted Answer

Listening carefully and getting the whole story is crucial in handling complaints effectively. It allows the salesperson to understand the customer's perspective and concerns fully, which is the first step in resolving the issue.

When Handling Complaints from a Customer, a Salesperson Must