Exam 9: Expanding Customer Relations

Suppose you are a salesperson for a corporate jet manufacturer. You know from experience that after placing an order most customers will have questions or concerns. Which of the following post sale follow-up methods are appropriate for you to utilize?

___________refers to the ability of the salesperson to get knocked down several times a day by a customer's verbal assault and get right back up with a smile and ask for more.

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

Routine follow-up with customers is important to building successful long-term relationships.

In order to avoid damage to the buyer-seller relationship, the salesperson should blame other members of the selling organization for any problems which lead to a customer complaint.

Which of the following statements regarding customer expectations is appropriate for salespeople to remember?

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

Salespeople should make sure that their customers have accurate expectations about how the complaint will be resolved.

A salesperson should actively seek and manage information gathered through buyer-seller contact and collaboration to develop insight regarding the buyer's changing situation, needs, and expectations.

Which of the following is not one of the steps for handling complaints?

Which of the following is not one of the specific components of effective follow-up?

Ultimately, who is responsible for differentiating a company's products and positioning those products in the minds of its customers?

An open communication line is critical if salespeople are to build a long-term relationship with their customers.

Suppose you are salesperson for FedEx. Which of the following actions would you take to ensure you are made aware of any concerns your customers may have?

_____________________ 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.

What should the salesperson do next if the complaining customer proposes a nonviable way (some action) to resolve the complaint?

One of the relationship enhancers discussed in the text used to take _______________ for problems.

Which of the following is not one of the four benefits of service enthusiasm that allow the sales organization to gain an advantage over its competitors?

Even though salespeople rarely are responsible for installation, why might it be helpful for salespeople to be present when their products are being installed?

An organizations dedicated and proprietary computer network offering password-controlled access to people within and outside the organization is referred to as a/an _______________.