Exam 13: Service and Follow-Up for Customer Retention

When is a customer most likely to make a complaint?

The Core Principles of Professional Selling support the belief that service and follow-up after the sale show that the salesperson really cares about customers.

A salesperson should consider ________ when determining how often to call on an account.

Clearwater Hampers is a small British company that sells luxury food and drink in various combinations in picnic hampers. Food and wine are seen as classic, fail-safe gifts in a market where present-buying is increasingly tricky. Corporate customers, both in the United Kingdom and abroad, are important to the business. Clearwater has had several orders for more than a quarter of a million dollars. The company's leading salesperson is Peter Austin, who sees his company "as a service company rather than a food and drink business. Our priority is to get the hampers out on time, filled with the right products." Austin often checks to see if his customers are satisfied with his service. Austin phones a recipient of one of Clearwater's deluxe hampers to inquire if the picnic basket arrived on time and undamaged, which suggests that Austin engages in:

To show how much he appreciates the business of a regular customer, Claude, a software salesperson, should do all of the following EXCEPT:

Account penetration refers to the ability to work and contact people throughout the account to discuss your product.

The second level of relationship in a business friendship is:

All of the following are the most important traits professional buyers find in their top salespeople EXCEPT:

A seller who seeks to determine if a customer is satisfied and has future needs is most likely engaged in:

________ refers to a salesperson's ability to contact people throughout an account to discuss a product.

Building a lasting business friendship based on mutual trust typically takes time.

Salespeople can convert follow-up and service situations into sales.

Which of the following is LEAST likely an example of customer service?

Which step in relationship selling is critical in confirming that a customer is satisfied?

The third level of relationship in a business friendship is:

What attitude should a salesperson always take when any customer lodges a complaint?

Stephen, a senior salesperson of a software firm, is calling on an acquaintance, the CEO of a manufacturing firm. During the sales call, Stephen should most likely avoid:

The relationship between a salesperson and a client that revolves around business-related issues is referred to as a:

Describe the different levels of friendship.

Account penetration is defined as obtaining maximum sales from an account or a prospect.