Exam 15: Servicing the Sale and Building the Partnership

Of the customers that leave companies each year,approximately ________ % leave because of bad customer service.

Cross-selling is most effective in those situations in which the:

With B2B selling,responsiveness and reliability are essential service behaviors.

List and describe the five major customer follow-up strategies.

A customer complaint should most likely be viewed as a(n):

Which of the following is recommended when using suggestion selling?

A salesperson should plan for full-line selling during the preapproach step of the sales process.

Surveys show that poor service and lack of follow-up after the sale,both potentially value-adding activities,are the primary reasons customers stop buying from a salesperson.

When you deal with an unhappy customer,you should try to determine if their problem is real or perceived before attempting to resolve an issue.

The major advantage of a telephone call over written correspondence is that:

Gail Sayers is a sales representative with Countrywide Transport, a company that provides chartered flights-airplanes, pilots, staff, and services-to client groups. She has just closed a large sale of several flights each week for four months to a service organization of Orthodox Jewish college students. The students are sent on work service projects all across the United States. The first flights will begin one week after the closing date. -Every week,Gail puts together a summary of all the information about all the flights coming up in the next month and emails it to the client.This most likely allows her to:

The salesperson that is genuinely interested in helping customers can build goodwill with full-line,or suggestion selling.List the four guidelines to follow when using this method.

John Bieland, the equipment buyer for Great Lakes Manufacturing, purchased two large riveting machines from Hoseke Corporation's sales representative, Lindell Ross. Because of a clerical error, the machines shipped a day later than scheduled, which put the delivery truck in the middle of a blizzard that shut down roads for several days. By the time the machines were delivered by Hoseke Corporation, they were a full week late. John Bieland sends an email to Lindell, cc'ing the CEOs of Great Lakes Manufacturing and Hoseke Corporation, expressing his dissatisfaction. -What should Lindell offer to John to rectify the situation?

In the Six-Step Presentation Plan,the "Servicing the Sale" step includes recognizing closing clues,expansion selling,and making follow-up calls.

Satisfied customers who make product recommendations to others act as a firm's "auxiliary" sales force.

Alana Pierce is the director of Membership Programs for the Tammerline Zoo. She develops the programs and sells them to zoo visitors. The programs are tiered and include discounts and special perks for members. -Which of the following actions by Alana would most likely provide a moment of magic for new members of the zoo?

The process of recommending products or services that are related to the main item sold to the customer is known as ________.

John Bieland, the equipment buyer for Great Lakes Manufacturing, purchased two large riveting machines from Hoseke Corporation's sales representative, Lindell Ross. Because of a clerical error, the machines shipped a day later than scheduled, which put the delivery truck in the middle of a blizzard that shut down roads for several days. By the time the machines were delivered by Hoseke Corporation, they were a full week late. John Bieland sends an email to Lindell, cc'ing the CEOs of Great Lakes Manufacturing and Hoseke Corporation, expressing his dissatisfaction. -How should Lindell best help John to understand that the late delivery was not his fault?

The best action to take to resolve a customer complaint is to:

Gail Sayers is a sales representative with Countrywide Transport, a company that provides chartered flights-airplanes, pilots, staff, and services-to client groups. She has just closed a large sale of several flights each week for four months to a service organization of Orthodox Jewish college students. The students are sent on work service projects all across the United States. The first flights will begin one week after the closing date. -Gail ensures that all the meals served on the flights for the Orthodox Jewish client group are Kosher certified.This is most likely an example of which of the following?