Exam 13: Service and Follow-Up for Customer Retention

Hank Farren is a salesperson at Outdoor World. He uses his time when there are no customers in the store to telephone people who have purchased camping, hunting, and fishing equipment from him recently to determine if they are satisfied and have future needs. This is an example of ________ selling.

Distinguish between wisdom and knowledge.

A business friendship differs significantly from a personal friendship.

Which of the following measures is NOT used to determine how well a salesperson has penetrated an account?

In any type of sales, salespeople should remember to:

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

The most productive number of calls to make on an account is reached when additional calls do not lead to additional sales.

List the various activities or programs that a salesperson can provide to make his relationship with the customer more satisfying and add value to the relationship.

A salesperson gains wisdom by trusting others and learning from mistakes.

Sam Utley drives to a local convenience store to purchase milk. The store that sells milk to Utley most likely engages in ________ selling.

When a seller works continually to improve a customer's operations, sales, and profits, that seller is practicing which level of relationship marketing?

A salesperson should avoid making personal relationships with clients.

What is relationship marketing? Why is relationship marketing important to the success of an organization and its salespeople?

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. After landing a $200,000 order for baskets, Austin should most likely engage in all of the following EXCEPT:

The amount of sales time a salesperson should spend with an account should be determined by:

Service quality is not determined by customer expectations but on organizational metrics.

Which of the following statements about a friendship is most likely true?

Why should a salesperson handle customer complaints promptly?

To be a successful professional salesperson, you should rely on the three Fs. What do the three Fs represent?

What is exhibited by a salesperson who handles customer complaints promptly?