Exam 12: Follow-Up Maintain and Strengthen the Relationship

You manage to convert a prospect into a customer.Knowing that it is easier to keep a customer versus attaining a new one by focusing on providing services, what six factors (related to service) should a salesperson consider after landing an account to ensure account retention over the long term?

What is referred to as the relationship between sales volume and sales calls?

The textbook provides eight activities salespeople may do to maximize sales in an account with a retailer.Which of the following is NOT one of those activities?

Which of the following is NOT an appropriate reason to follow up with a client?

Which of the following a salesperson should NOT do to show appreciation to a regular customer?

Which of the following is NOT recommended for a salesperson handling a customer complaint?

What term describes the ability to work and contact people throughout the account and discuss your products?

Which of the following will NOT help a salesperson gain wisdom?

Organizations engaged in multiple mail-outs, phone calls and follow ups using many sales people often deploy what kind of technology to coordinate these activities?

When a salesperson promises customer service to her prospect, what are some of the elements that would NOT be included in this "promise"?

If a salesperson works continuously with the client to improve the client's sales, operations, and profit, then the salesperson is using what level of customer relationship selling?

"It is always easier to sell to a satisfied customer than an unsatisfied one or a prospect" is an example of:

Elizabeth is using CRM software to engage with her customers.Which of the following activities will Elizabeth NOT be involved in?

You know you have reached the most productive number of calls when additional calls do not lead to additional sales.

Britnee, has successfully sold an existing client a new line of computers.She is considering making a follow-up visit to the client to make sure the product line is meeting the customer's expectations.Before making the call, which of the following questions should Britnee NOT consider?

Adam has successfully completed his follow-up call and is about to end the call; however, before he hangs up he wants to sell an add-on to the product he sold.What can Adam do to increase his chances of cross-selling successfully?

Apart from customer retention and customer satisfaction, which of the following is also critical to a salesperson's long-term success?

Which of the following activities is NOT an activity a CRM system will do for you?

All salespeople suffer losses, either through the loss of a sale or an entire account to a competitor.What four things can a salesperson do to win back a customer?

Follow-up services the needs of the customer after the sale to ensure strong customer satisfaction while maintaining communication with the customer.What are three simple questions salespeople should consider in developing a follow-up campaign?