Final answer:
An individual who answers a customer's questions and processes orders for L.L. Bean is known as a retailer's order getter. This role is essential for a mail-order company that does most sales via phone or online, ensuring customer satisfaction despite the customers not seeing products firsthand. L.L. Bean's history of dedicated customer service and robust guarantees has been key to its success.
Step-by-step explanation:
When a customer calls the 800 toll-free number at L.L. Bean in Freeport, Maine, to order a new chamois shirt, the person who answers the customer's questions is a retailer's order getter. An order getter is an individual who is responsible for selling the company's products to customers, addressing their inquiries, and processing purchases, which is particularly crucial for a mail-order firm like L.L. Bean that relies on direct sales over the phone or internet without the customer being able to see or touch the product before buying.
Given that L.L. Bean operates predominantly through mail, telephone, and internet sales, the staff who take these calls play a critical role in providing customers with reliable information to help overcome the challenge of imperfect information. Additionally, the historical focus on customer satisfaction and a robust money-back guarantee have helped L.L. Bean thrive, as outlined in the company's history when they honored guarantees even after facing a significant return rate on their initially sold products.