Exam 12: Follow-Up Maintain and Strengthen the Relationship

Because customer complaints often become less significant with the passage of time, a good salesperson will wait a couple of days before handling any customer complaint.

Customer retention is the only thing that is important to keep a satisfied customer loyal to your company.

What determines whether a salesperson is successful at account penetration?

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

Some sales people are concerned that customers will see cross-selling as a source of irritation and a pushy salesperson.Describe six steps salespeople may take that will create an environment where customers will see your cross-selling activities as a value-added service.

Which of the following is NOT one of the eight steps for increasing sales to customers?

Imagine you sell pet supplies to pet store owners.What should you do when you have converted a prospect into a customer?

Obviously in a bad mood, Robert comes to you seeking your advice.He just lost a large account and does not know why.He asks you for your insights given your status in the company as a very successful salesperson.What would you tell him?

Cross-selling is a strategy that may greatly impact the performance of a salesperson.Which of the following statements about cross-selling is in fact NOT true?

Which of the following do purchasing agents NOT expect of business salespeople?

Maggie sells fertilizers and pesticides to hardware stores and nurseries.She works long and hard to convert prospects into customers.After these buyers have bought from her for the first time, what should she NOT do if she wants to ensure they will buy from her in the future?

Because Walt is a consumer goods salesperson, shelf-positioning and shelf-space are important considerations for him as he tries to maximize his sales.

Sammy is on a plane about to land in Vancouver and thinks of a solution to one of his customer's problems back in Ottawa.What should Sammy do?

Salespeople who are true and caring build relationships and increase their sales.List six key personal characteristics of a salesperson who committed to their business relationship.

Salespeople, regardless if they are high-performers or low-performers, can easily turn the follow-up call into a sale.

Which of the following sentences best captures the notion of relationship marketing?

Relationship marketing is the creation of customer loyalty and retention.

The main purpose of this textbook is to teach people how to be an effective salesperson and achieve long-term career success by doing what is right, just, and fair.

Joanne summarizes her strategy to retain and/or grow the client she has just visited.What is Joanne performing?

Which of the following are good principles all professional sales people should NOT follow?