Exam 14: Service and Follow-Up for Customer Retention

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After Helen,a realtor,closes a sale on a house,she usually calls her customers the following week to find out if they are pleased with their new home.This is an example of transaction selling.

(True/False)

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Question 81

According to the text,many people do not make it in sales because they are unable to:

(Multiple Choice)

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Question 82

The third level of relationship in a business friendship is:

(Multiple Choice)

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Question 83

What procedures can be used to solve customer complaints?

(Essay)

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Question 84

In general,the greater your account penetration,____.

(Multiple Choice)

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Question 85

After losing a client to a competitor,a salesperson should most likely strive to:

(Multiple Choice)

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Question 86

Customer satisfaction refers to:

(Multiple Choice)

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Question 87

The most productive number of sales calls to make to a customer has been reached when:

(Multiple Choice)

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Question 88

Which of the following is NOT a reason why a customer might be dissatisfied with a product?

(Multiple Choice)

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Question 89

A survey of purchasing agents shows that they believe it is most important for salespeople to:

(Multiple Choice)

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Question 90

Relationship marketing involves using promotions and service to create customer loyalty.

(True/False)

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Question 91

Peter is a salesman of Turner Associates,a machine tool manufacturer.During his routine visit to a customer's house,Peter finds out that the customer has a fresh requirement for two lathe machines.According to the text,Peter should move back to the _____ stage in relationship selling for the new machines.

(Multiple Choice)

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Question 92

Which of the following is one of the seven deadly sins of business selling?

(Multiple Choice)

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Question 93

Which of the following statements about wisdom and knowledge is true?

(Multiple Choice)

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Question 94

If a salesperson learns that a customer has been lost to a competitor,it is best to visit the customer and assert that a serious mistake has been made.

(True/False)

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Question 95

According to the text,one of the easiest things a salesperson can do is to care about customers.

(True/False)

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Question 96

As a salesperson,part of your job in handling a customer complaint is to do all of the following EXCEPT:

(Multiple Choice)

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Question 97

Monica,an electrical parts salesperson,lost one of her big accounts to a competitor.It would be appropriate for Monica to respond in all of the following ways EXCEPT by:

(Multiple Choice)

4.9/5

(76)

Question 98

In any type of sales,salespeople should most likely remember to:

(Multiple Choice)

4.8/5

(81)

Question 99

You have completed the sales call and are no longer with the client.What should be your immediate next step?

(Multiple Choice)

4.9/5

(78)

Question 100

Showing 81 - 100 of 100

After Helen,a realtor,closes a sale on a house,she usually calls her customers the following week to find out if they are pleased with their new home.This is an example of transaction selling.

According to the text,many people do not make it in sales because they are unable to:

The third level of relationship in a business friendship is:

What procedures can be used to solve customer complaints?

In general,the greater your account penetration,____.

After losing a client to a competitor,a salesperson should most likely strive to:

Customer satisfaction refers to:

The most productive number of sales calls to make to a customer has been reached when:

Which of the following is NOT a reason why a customer might be dissatisfied with a product?

A survey of purchasing agents shows that they believe it is most important for salespeople to:

Relationship marketing involves using promotions and service to create customer loyalty.

Which of the following is one of the seven deadly sins of business selling?

Which of the following statements about wisdom and knowledge is true?

If a salesperson learns that a customer has been lost to a competitor,it is best to visit the customer and assert that a serious mistake has been made.

According to the text,one of the easiest things a salesperson can do is to care about customers.

As a salesperson,part of your job in handling a customer complaint is to do all of the following EXCEPT:

Monica,an electrical parts salesperson,lost one of her big accounts to a competitor.It would be appropriate for Monica to respond in all of the following ways EXCEPT by:

In any type of sales,salespeople should most likely remember to:

You have completed the sales call and are no longer with the client.What should be your immediate next step?

The Life, Times, and Career of the Professional Salesperson

Relationship Marketing: Where Personal Selling Fits

Ethics First Then Customer Relationships

The Psychology of Selling: Why People Buy

Communication for Relationship Building: Its Not All Talk

Sales Knowledge: Customers, Products, technologies

Prospecting the Lifeblood of Selling

Planning the Sales Call Is a Must

Carefully Select Which Sales Presentation Method to Use

Begin Your Presentation Strategically

Elements of a Great Sales Presentation

Welcome Your Prospects Objections

Closing Begins the Relationship

Time, Territory, and Self-Management: Keys to Success

Planning, Staffing, and Training Successful Salespeople

Motivation, Compensation, Leadership, and Evaluation of Salespeople

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