A sales representative closed a deal with a customer 6 months ago. The customer is now experiencing issues with the solution and the sales rep is trying to assess the customer’s realized value.
What should the sales rep do?
A . Acknowledge the customer’s concerns while trying to find easier customers.
B . Reassess the customer’s expected value based on the current situation.
C . Try to sell additional products or services to increase the realized value.
Answer: B
Explanation:
Realized value is the difference between the expected value and the actual value that the customer receives from using the solution. If the customer is experiencing issues with the solution, the sales rep should reassess the customer’s expected value based on the current situation, identify any gaps or discrepancies, and work with the customer to resolve them and ensure their satisfaction.
Reference: https://www.salesforce.com/resources/articles/customer-success/#customer-success-metrics
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