Exam 15: Servicing the Sale and Building the Partnership

According to Ted Levitt,author of The Marketing Imagination,once the customer buys your product,expectations:

When dealing with customer complaints,the salesperson should most likely:

Which of the following is recommended when using suggestion selling?

Gail Sayers is a sales representative with Countrywide Transport, a company that provides chartered flights—airplanes, pilots, staff, and services—to client groups. She has just closed a large sale of several flights each week for four months to a service organization of Orthodox Jewish college students. The students are sent on work service projects all across the United States. The first flights will begin one week after the closing date. -After the first flight,Gail would most likely build a long-term relationship with the new client by:

Companies share product knowledge after the sale and delivery of the product by:

John Bieland, the equipment buyer for Great Lakes Manufacturing, purchased two large riveting machines from Hoseke Corporation's sales representative, Lindell Ross. Because of a clerical error, the machines shipped a day later than scheduled, which put the delivery truck in the middle of a blizzard that shut down roads for several days. By the time the machines were delivered by Hoseke Corporation, they were a full week late. John Bieland sends an e-mail to Lindell, cc'ing the CEOs of Great Lakes Manufacturing and Hoseke Corporation, expressing his dissatisfaction. -What should Lindell offer to John to rectify the situation?

A form that serves as a communications link with persons who can assist with customer service is called a:

The skills that allow a salesperson to close the sale also allow the salesperson to service the sale.

Salespeople should help customers obtain credit to be able to finance a purchase.

John Bieland, the equipment buyer for Great Lakes Manufacturing, purchased two large riveting machines from Hoseke Corporation's sales representative, Lindell Ross. Because of a clerical error, the machines shipped a day later than scheduled, which put the delivery truck in the middle of a blizzard that shut down roads for several days. By the time the machines were delivered by Hoseke Corporation, they were a full week late. John Bieland sends an e-mail to Lindell, cc'ing the CEOs of Great Lakes Manufacturing and Hoseke Corporation, expressing his dissatisfaction. -After this crisis is resolved,what should Lindell do?

A best practice by which salespeople can use technology to strengthen relationships with customers is by:

The major advantage of a telephone call over written correspondence is that:

John Bieland, the equipment buyer for Great Lakes Manufacturing, purchased two large riveting machines from Hoseke Corporation's sales representative, Lindell Ross. Because of a clerical error, the machines shipped a day later than scheduled, which put the delivery truck in the middle of a blizzard that shut down roads for several days. By the time the machines were delivered by Hoseke Corporation, they were a full week late. John Bieland sends an e-mail to Lindell, cc'ing the CEOs of Great Lakes Manufacturing and Hoseke Corporation, expressing his dissatisfaction. -How should Lindell best help John to understand that the late delivery was not his fault?

Full-line selling,sometimes called suggestion selling,should be spontaneous and unplanned in order to achieve naturalness in the selling situation.

List the five steps to partnering with an unhappy customer.

Bradley Wholesale Foods purchased a new computer system for the personnel department. All of the equipment was delivered on time,installed properly,and the employees at Bradley were given effective systems training. The new equipment and the post-sale service surpassed the customer's expectations. The staff at Bradley Wholesale Foods has most likely experienced a:

Which of the following is a current development in customer service?

The purpose of the follow-up communication between customer and salesperson is to express thanks for the order and to:

People buy expectations,not products,according to Ted Levitt,author of The Marketing Imagination.

Gail Sayers is a sales representative with Countrywide Transport, a company that provides chartered flights—airplanes, pilots, staff, and services—to client groups. She has just closed a large sale of several flights each week for four months to a service organization of Orthodox Jewish college students. The students are sent on work service projects all across the United States. The first flights will begin one week after the closing date. -Gail ensures that all the meals served on the flights for the Orthodox Jewish client group are Kosher certified. This is most likely an example of which of the following?