Exam 9: Expanding Customer Relationships

The salespeople of Micano Inc., a construction company, study their customers to determine what they want and what is important to them. This helps them plan and customize their offering for each customer. The given scenario best exemplifies _____.

Customers usually expect salespeople to:

The three dimensions of customer service are:

Ethan is a salesperson for an industrial equipment manufacturer. Once a prospect becomes a new customer, Ethan looks for ways to improve the services provided by his company and engages in regular follow-up activities to convert the new customer into a loyal customer. In the context of relationship enhancers, Ethan is engaged in _____.

Laila is very good at persuading customers to purchase her company's products by telling them that the products are the best in the world. Her promises are usually exaggerated. Though the company is known to consistently manufacture products of good quality, her customers usually feel let down with the performance of the products. In the given scenario, which of the following is most likely the reason why Laila's customers feel let down?

In the four sequential components of effective salesperson follow-up, which of the following components immediately precedes the component "connect"?

Customers do not care about slogans and service claims until something happens to them.

In the context of partnership-enhancement activity, a salesperson should:

Which of the following is the most important dimension of customer service?

Processing requests for rush deliveries does not affect long-term buyer-seller relationships.

A customer can be turned onto an organization by meeting many caring "can-do" people.

For many salespeople, the core products that they sell provide the same features and benefits as those of their competitors. Which of the following statements is true of this kind of competitive environment?

Once an economic relationship is established, the salesperson does not need to continually provide high-quality information to his or her customers.

Jane is a salesperson for a company that manufactures laptop computers. One of her customers left her a message indicating that he is unhappy with an order he received. In the context of ensuring customer satisfaction, what is the first thing Jane needs to do to resolve the customer's complaint?

When handling complaints from a customer, a salesperson must:

_____ refers to a proprietary computer network created by an organization for use by the organization's customers or suppliers and linked to the organization's internal systems, informational databases, and intranet.

Leena is a salesperson for a catering company. When she works with a customer, she uses her understanding of the customer's needs and expectations to make meetings with the customer meaningful. Such value-added interactions help her build a good relationship with the customer. Which of the four sequential components of effective salesperson follow-up is Leena focusing on in the given scenario?

_____ is likely to enhance customer value.

Misha is a salesperson at a pet store. She loves to help customers find products they want for their pets. Even if a customer is rude, Misha responds politely and assists the customer with enthusiasm. Which customer service dimension is best exemplified in this scenario?

Salespeople must build relationships to the point where buyers will not hesitate to speak their minds if they are unhappy with the service.