Exam 15: Servicing the Sale and Building the Partnership

When a customer service problem requires an apology,a salesperson should most likely:

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. -Every week,Gail puts together a summary of all the information about all the flights coming up in the next month and e-mails it to the client. This most likely allows her to:

Value reinforcement means:

Satisfied customers who make product recommendations to others act as a firm's"auxiliary"sales force.

Cross-selling is most effective in those situations in which the:

Cross-selling involves selling products that are directly related to products that you have sold to an established customer.

The effort to sell better-quality products is known as ________.

Getting credit for the value you create for the customer is known as ________.

The effort to sell better-quality products is called:

A customer complaint should most likely be viewed as a(n): A)lost sale in the future due to customer frustration and anger B)opportunity to prove the firm's commitment to service C)problem that will require attention in the future D)issue associated with a single department E)misperception on the part of the customer

The ________ provides a quick,efficient,and instantly interactive way to follow up a sale.

How can customer complaints provide the firm with great value?

The salesperson that is genuinely interested in helping customers can build goodwill with full-line,or suggestion,selling. List the four guidelines to follow when using this method.

Surveys show that poor service and lack of follow-up after the sale are the primary reasons customers stop buying from a salesperson.

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 is another way Lindell could have avoided this problem?