Exam 15: Servicing the Sale and Building the Partnership

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 designed a fulfillment envelope to be sent to each new member within two business days of purchase of membership.This envelope is designed to make the member feel like part of an exclusive club,and contains:

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

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

Of the customers that leave companies each year,which percentage leave because of bad customer service?

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. -When Gail returns from her vacation,she immediately:

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:

According to sales trainer Tony Alessandra,there are three possible service outcomes.Which one should salespeople strive for?

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

Research indicates that about half of lost customers leave due to price considerations.

Expansion selling encompasses which of the following?

Value reinforcement 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. -How should Lindell best help John to understand that the late delivery was not his fault?

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. -How should Lindell respond to John's email?

All of the following are tips to keep in mind when designing and using the business card,EXCEPT:

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

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

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. -The day after closing the sale,Gail departs on a previously-planned two-week vacation.Before she leaves,Gail:

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 experienced 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. -A member contacts Alana to complain that every time she brings her children to the zoo,the members only parking lot is filled and she is forced to park farther away in the general admission parking lot.This is an example of the zoo: