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Question 53 - Certified Sales Representative discussion

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A customer experiences issues with a product after the sale is complete. The sales representative and service team were not able to resolve the issue.

What is the best course of action in this scenario?

A.
Acknowledge the issue and explain to the customer that service is responsible for fixing it.
Answers
A.
Acknowledge the issue and explain to the customer that service is responsible for fixing it.
B.
Escalate the issue to higher-level stakeholders and work collaboratively to find a solution.
Answers
B.
Escalate the issue to higher-level stakeholders and work collaboratively to find a solution.
C.
Highlight that all procedural processes have been completed and there is nothing more they can do until more details are known.
Answers
C.
Highlight that all procedural processes have been completed and there is nothing more they can do until more details are known.
Suggested answer: B

Explanation:

When a customer experiences issues with a product after the sale is complete, the sales representative should not pass the responsibility to the service team, nor should they give up on finding a solution. Instead, the sales representative should escalate the issue to higher-level stakeholders, such as managers, executives, or product experts, and work collaboratively with them and the service team to find a solution that satisfies the customer. This shows the customer that the sales representative cares about their success and is willing to go the extra mile to resolve the issue.Reference: [Sales Rep Training: Handle Customer Issues], [Cert Prep: Salesforce Certified Sales Representative: Service and Support]

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asked 23/09/2024
Dereque Datson
41 questions
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