QUESTION 15 Preparing presale objectives, developing a presale presentation plan, and providing outstanding customer service are the three parts of: the customer alliance the presale approach the presentation plan the presentation strategy the follow up QUESTION 16 An unhappy customer is most likely to complain to: the salesperson the sales manager government agencies potential customers competing firms QUESTION 17 communication style is influenced by emotion and should not be pressured to make a quick decision A buyer with an) directive rational supportive emotive reflective QUESTION 13 If a company uses a low-price strategy, the company should most likely consider which of the following when negotiating with transactional bu selling at the cost of manufacturing the product to improve economies of scale eliminating features that contribute to a higher selling price Increasing the number of features of the product O matching competitors' prices changing branding QUESTION 14 Although it seems counter-intuitive, one way to strengthen a customer relationship is to recommend that the customer: purchase large volumes purchase from another source pay a higher price Implement new services expand operations QUESTION 15 Preparing presale objectives, developing a presale presentation plan, and providing outstanding customer service are the three parts of o the customer alliance the presale approach the presentation plan o the presentation strategy the follow up QUESTION 10 Salespeople should most likely make benefit statements that: cannot be matched by competitors o match the specific needs of the customer o match the needs of the typical buyer O are similar in every presentation align with recent research QUESTION 11 Value reinforcement means: getting credit for the value you create for the customer showing the customer the specific benefits of the product using bridge statements to clarify product information using the assumptive method to close a sale O reiterating the features included with the purchase price QUESTION 12 A customer complaint should most likely be viewed as a[n): lost sale in the future due to customer frustration and anger opportunity to prove the firm's commitment to service problem that will require attention in the future issue associated with a single department Omisperception on the part of the customer