Exam 9: Expanding Customer Relations

Salespeople must maintain open, _________________communication with customers after the initial sale in order to build a relationship.

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.

____________refers to the process of improving a product or service for the customer.

_____________ refers to the extent to which the salesperson and the selling organization meet or exceed customer service expectations.

A salesperson should determine ahead of time what a customer is going to complain about so that the customer does not have to go through the process of explaining it.

Computer technology can help salespeople assess enhance follow-up activities with their customers.

One of the relationship detractors discussed in the text is for the salesperson to focus on the _____-_____ as opposed to the long-term.

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

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

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

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.

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

Handling complaints in any manner as long as they are handled is important to building successful long-term relationships.

Which of the following is not a method a salesperson might use to expand collaborative involvement between the selling organization and the customer's organization?

Holding social engagements with customers is an unethical way to expand collaborative involvement.

A customer's problems not being taken seriously by the selling organization is a typical customer complaint.

Which of the following is not one of the recommended partnership enhancement activities?

Most companies do a good job of understanding and satisfying their customers.

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

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