Exam 15: Servicing the Sale and Building the Partnership

Of the customers that leave companies each year,approximately ________ % leave because of bad customer service.

Value reinforcement means:

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

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.

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. -Which of the following would most likely help Gail prevent post-sale problems?

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:

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

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 emails it to the client.This most likely allows her to:

When you deal with an unhappy customer,you should try to determine if their problem is real or perceived before attempting to resolve an issue.

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:

The process of recommending products or services that are related to the main item sold to the customer is known as ________.

According to Ted Levitt,author of The Marketing Imagination,people buy the:

The moment of ________ refers to a situation when customer expectations are not met.

A "moment of truth" can be described as a situation where the customer's expectations were met.

Alana Pierce is the director of Membership Programs for the Tammerline Zoo.She develops the programs and sells them to zoo visitors.The programs are tiered and include discounts and special perks for members. -Which of the following is a simple tool that would most likely ensure that Tammerline Zoo provides excellent customer service?

According to Tony Allesandra,failure of a purchased product to perform as expected can be described as the "moment of truth."

Full-line selling is also known as:

A customer complaint should most likely be viewed as a(n):

Alana Pierce is the director of Membership Programs for the Tammerline Zoo.She develops the programs and sells them to zoo visitors.The programs are tiered and include discounts and special perks for members. -Alana has seen research showing that members who are contacted "meaningfully" at least once a month are more likely to renew their memberships.What form of contact would zoo members be most likely to find meaningful each month?

Full-line selling,or suggestion selling,should be viewed as a form of customer service.