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b2b research

Intelligent Dialogue invite you to take part in new research on business to business relationships. You could win an amazing prize for you and your company.

Simply answer our questions below, fill in your contact details and you could win your choice of a training course in

* customer service
* call handling skills
* telemarketing skills
* mind the gap - dealing with complaints and angry customers
* communication skills
* sales skills

OR

A Mystery Shopping Package which includes both customer experience and competency analysis, with our recommendations to help you improve your service and your order values.

PLUS

individual mentoring for yourself

The total package is valued at over �4,000. Some terms and conditions may apply, and there is no cash alternative. Closing Date is 31st January 2009.

B2B customer service survey

Please note that all fields followed by an asterisk must be filled in.

1.In your business role have you stopped using a supplier in the last year?(If the answer is no please go to Question 8

	Yes
	No

2.What were the reasons for that?

	they were difficult to do business with
	I had a complaint which they didn't deal with satisfactorily
	they never had the stock I was looking for
	they made mistakes with orders / deliveries
	I found a cheaper deal
	I found a better price but I wouldn't have looked if I had been happy with their service
	another supplier gave me a better deal
	another supplier had a better product / service
	another supplier seemed more interested in me than my existing supplier

3.What product / service did the company you stopped dealing with provide?

4.What could that organisation have done to have kept you as a customer?

	stayed in touch more regularly
	offered me the same deal as new customers
	been easier to access
	dealt with a problem I had more effectively and helpfully
	stop trying to sell to me, and understand buying from my point of view
	offered a cheaper deal
	offered better value for money
	made fewer mistakes with my orders
	had more stock availability

5.How much of your dealings with that organisation were over the telephone?

	none
	a little
	mostly
	all

6.How would you describe the service you received over the telephone

	easy to get through and knowledgeable people on the phones
	easy to get through, but rushed and the people didn't listen to or solve my problems
	hard to get through on the telephone but good service when I did get through
	hard to get through and people who didn't know or care how to help me
	my blood pressure actually rose in frustration
	so bad it's the reason I stopped dealing with them

7.What will be / was your criteria for choosing a replacement supplier?( choose as many as apply)

	price
	value for money
	availability of product
	service
	location
	turn around times
	access to named contact
	after sales service
	reliability
	proactivity
	innovation
	other

8.When people make contact with you by phone ( telesales ) what are your biggest dislikes in their approach, please choose three from the list below

	not introducing themselves properly
	reading from a script
	speaking too quickly
	disguising the reason for the call
	pretending to be your best friend
	asking very direct questions
	having no interest in you or your company
	pushing product which is not relevant to you
	not asking whether it is convenient for you to take the call
	Other ( please specify below )

First Name*
First Name*

Last Name*
Last Name*

E-mail Address*
E-mail Address*

Job Role

Business Sector / Industry

Approximate Turnover

	Under �1m
	�1m-�5m
	�5m-�25m
	�25-�50m
	�50m-�100m
	�100m+

Please enter the word that you see below.

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Resource Centre

Business to business telemarketing

Making calls count

Call Handling Skills

The importance of customer service

Dealing with angry customers

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Telemarketing Skills

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