Exam 15: Servicing the Sale and Building the Partnership

In survey after survey,poor service and lack of ________ after the sale are given as primary reasons people stop buying a product or service.

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

A group of people who recommend customer-driven organizations to others could be called:

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 for Orthodox Jewish college students that send the students on work service projects all across the United States,to begin a month after the closing date. -Gail is always striving for the "moment of magic" with her clients.This means:

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 email 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?

Salespeople can add value to the sales process by:

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

When making sales calls in Russia,it is a good idea to prepare a sophisticated presentation.

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 email 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?

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?

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.

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

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

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

When dealing with customer complaints,the salesperson should:

Which of the following is a major guideline that should be considered when using suggestion selling?

Sometimes customer expectations aren't met.When this happens it is referred to as a:

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

Complaints from a customer should be viewed as: