Exam 15: Servicing the Sale and Building the Partnership

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. -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 allows her to:

Which of the following is a current development in customer service?

One important reason for salespeople to make follow-up telephone calls to customers is:

The effort to sell better-quality products is called:

Customer complaints are information that should be viewed as:

The best action to take to resolve a customer complaint is:

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. -In addition to free events for members only,Alana works with the zookeepers to create paid members-only events,such as marine mammal feeding sessions.This creates which of the following?

Diligence,an essential service behavior,combines responsiveness and:

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

Carl Sewell lives,eats,and breathes his obsession with ________ ________.

The major advantage of a telephone call over written correspondence is that:

People buy expectations,not products,according to Ted Levitt,author of The Marketing Imagination.

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. -Is there a way Lindell could have managed this situation better?

Most buyers will view full-line selling,or suggestion selling,as an imposition and not as a value-added activity.

An unhappy customer is most likely to complain to:

To stay competitive,salespeople need to adopt a global perspective.

List and describe the five major customer follow-up strategies.

Full-line selling,sometimes called suggestion selling,should be spontaneous and unplanned in order to achieve naturalness in the selling situation.

Word-of-mouth advertising can be considered a powerful "auxiliary" sales force.

Quick & Reilly,a financial services company,was able to increase sales by 35 percent by implementing which of the following programs?