With respect to building good relationships with customers, what is one of the main challenges in handling customer complaints?

Question 9 options:

A)

 determining who is at fault when a problem occurs

B)

 getting customers to say something when a problem occurs

C)

 getting the whole story without bias

D)

 gaining agreement on how to solve the problem

What is the name for proprietary online networks created by an organization for use by its customers or suppliers and linked to the organization's internal systems, informational databases, and intranet?

Question 10 options:

A)

 Skynet

B)

 an extranet

C)

 the Internet

D)

 a customer relationship management (CRM) system

Which type of objection is a buyer who says, "Your company is too small to meet my needs" raising?

Question 12 options:

A)

source

B)

need

C)

price

D)

time