Exam 9: Expanding Customer Relations

Salespeople involved in relational selling should strive to expand the collaborative involvement between the buyer's and the salesperson's organization.

__________________ is a way to build on buyer-salesperson relationships in which the buyer's organization and salesperson's organization join together to improve an offering.

Grace is a salesperson who strives to build relationships with multiple individuals in her customers' organizations. Which of the four sequential components of effective follow-up is Grace utilizing?

Traditional selling and relational selling are pretty much the same with respect to post-sale follow-up activities.

Which of the following is the best method a salesperson can utilize for reducing customer complaints?

In order to avoid damage to the buyer-seller relationship, the salesperson should blame other members of the selling organization for any problems which lead to a customer complaint.

Salespeople should avoid letting their complaining customers vent because it only makes matters worse.

Which the following is not one of the customer service dimensions?

What should the salesperson do next if the complaining customer proposes a viable way (some action) to resolve the complaint?

Which of the following is not one of the expectations customers have when dealing with customer service personnel?

Each time a customer interacts with a member of the selling organization it is referred to as a moment of truth.

Computer technology is helpful to salespeople, but only in that it can help them track their customers.

Service motivation is an important customer service dimension.

Anthony is a purchasing agent for a hospital. One day the hospital receives a shipment from of its suppliers with several items missing. Anthony calls the supplier and talks to a customer service representative who is very friendly and helpful. Anthony calls the supplier again the next day but talks to a different customer service representative. This customer service representative is not as friendly and not as helpful. Which of the following describes the problem the supplier has with customer service?

LaTosha is very good at getting customers to purchase her company's products. However, her customers are usually dissatisfied with the performance of the products even though they perform as well if not better than the competition's products. Which of the following is most likely the problem?

Scott is a salesperson who works to maximize the number of critical encounters with his customers in order to encourage effective dialogue. Which of the four sequential components of effective follow-up is Scott utilizing?

Routine follow-up with customers is important to building successful long-term relationships.

One of the relationship enhancers discussed in the text is for the salesperson to contact customers on a _____________ basis.

What is the customer service dimension that refers to a salesperson's desire to work with and properly service customers on a daily basis?

_____________________ is a plan in which the salesperson identifies his or her business and customers and what the customers want and what is important to them.