Developing Trust $($Keyboard Navigable Alternate Version$)$

Developing Trust

This activity is important because it is essential that salespeople understand the key elements in developing trust with their customers. McKinley is a new salesperson for a Minor League Baseball team in Idaho Falls, Idaho. McKinley wants to develop trust. In order to serve as a trusted salesperson, the customer must believe that McKinley is of high character and high competence$-$one without the other will not suffice. If the customer feels that Mckinley is of high character but lacks competence, it will be impossible to have confidence in the solutions he proposes. Conversely, if the customer believes that McKinley is highly competent but of questionable character, questions will abound about whether the salesperson is well intentioned and seeking to do what is right by the customer.

The goal of this exercise is to match four trust building characteristics with specific actions that help McKinley achieve his goal of developing trust with customers.

Select the appropriate trust building characteristic for each of the potential actions McKinley is considering.

McKinley plans to give every customer his cell phone number in case they need anything during the game they are attending.

$($Click to select$),$

McKinley wants to be completely honest on pricing and services with every customer.

McKinley informs his customers of the exact procedures in the event that the scheduled game is rained out.

McKinley plans to ask lots of questions to understand what his corporate customers want out of a group outing to a baseball game.

Mckinley makes sure to return every phone call he receives within four hours.

$($Click to select$),$

Mckinley tries to make every interested customer understand exactly what they are getting with a group ticket package so that they know exactly what is and is not included.

McKinley is looking at historical data of group tickets sold last year to get an idea of the demand for different clients and how he can customize the best possible event for them during the upcoming season.

McKinley is studying to make sure he knows the dynamic pricing for each area of the stadium and the promotions planned for the entire year.

$($Click to select$)$