Exam 9: Expanding Customer Relations

The four sequential components of effective follow-up include Interact, _____________, Know, and Relate.

E-mail is a good way to stay in touch with the customer because it guarantees the customer will get the message.

Long-term customers may feel neglected because the salesperson has many new customers and cannot be as attentive as he or she was previously.

______________refers to proprietary computer networks created by an organization for use by the organization's customers or suppliers and linked to the organization's internal systems, information databases, and intranet.

Which of the following components of effective follow-up reflects a salesperson's actions that create and maintain contact with influential (related to the purchasing decision)people in the buying organization.

Processing requests for rush deliveries is unimportant to building successful long-term relationships.

The four sequential components of effective follow-up include _____________, _____________, _____________, and Relate.

Which of the following is not one of the questions a salesperson must ask when developing a service strategy?

Whenever possible, the salesperson should avoid letting the customer determine the best option for resolving the complaint.

Service motivation is an important customer service dimension.

Computer technology is helpful to salespeople, but only in that it can help them track their customers.

A salesperson should refrain from showing anger toward a customer unless the customer displays anger first.

Tony is a salesperson dealing with a customer complaint.Tony's customer is asking for a resolution Tony knows is nonviable.Tony should:

One of the relationship enhancers discussed in the text is for the salesperson to contact customers on a _____________ basis.

A salesperson should take responsibility for problems anyone in the selling organization has caused the buyer.

Salespeople should be careful not to encourage relationships between engineers from the selling organization and individuals in the customer's organization because engineers don't understand how to sell.

_____________________ is a plan in which the salesperson identifies his or her business and customers and what the customers want and what is important to them.

Anthony is a purchasing agent for a hospital.One day the hospital receives a shipment from of its suppliers with several items missing.Anthony calls the supplier and talks to a customer service representative who is very friendly and helpful.Anthony calls the supplier again the next day but talks to a different customer service representative.This customer service representative is not as friendly and not as helpful.Which of the following describes the problem the supplier has with customer service?

Which of the following is not one of the expectations customers have when dealing with customer service personnel?

____________refers to the salesperson's ability to maintain contact with multiple individuals in the buying organization influencing purchase.