Exam 12: Follow-Up Maintain and Strengthen the Relationship

Kumar works for a software company that sells CRM systems and various other administrative and training services to call centers in Canada.Last week,he learned a new technique that helps him increase the number of products he sells per customer visit; hence,his total revenue per customer is up significantly.He has most likely mastered the art of cross-selling.

Follow-up services the needs of the customer after the sale to ensure strong customer satisfaction while maintaining communication with the customer.What are three simple questions salespeople should consider in developing a follow-up campaign?

Asking "what" is one of the key questions salespeople should use when following up with a client.The other two questions are "who" and "why."

The more a salesperson penetrates an account the greater are his or her chances of maximizing sales within the account.

When determining the frequency of visits,salespeople should always keep in mind the potential and actual sales associated with specific customers.

What should a salesperson ask themselves when critiquing a dialogue during a post-call analysis?

Cross-selling is a strategy that may greatly impact the performance of a salesperson.Which of the following statements about cross-selling is in fact NOT true?

When a salesperson promises customer service to her prospect,what are some of the elements that may be included in this "promise""?

What term describes the ability to work and contact people throughout the account and discuss your products?

The salesperson selling to a reseller should concentrate on increasing stock outs in the account.

To be viewed as a professional and respected by your customers,salespeople should NOT join the Lions Club,the Chamber of Commerce,and other local service organizations so as to not appear bias in any way.

What is referred to as the relationship between sales volume and sales calls?

The three levels of customer relationship selling are; Transactional selling,relationship selling,and partnering.

The usage of CRM systems ensures good customer service and higher levels of retention.

Because Walt is a consumer goods salesperson,shelf-positioning and shelf-space are important considerations for him as he tries to maximize his sales.

Martin is an account representative for a major hair product wholesaler in Canada.As a good practice,he should attempt to develop relationships with his clients' inside sales force.

The textbook introduced to us a ten step selling process starting with prospecting (step 1)and ending with follow up (step 10).Britnee,has successfully sold an existing client a new line of computers.She is considering making a follow-up visit to the client to make sure the product line is meeting the customer's expectations.Before making the call,which of the following questions should Britnee consider?

Which of the following would you NOT include in a business sales professional checklist of "Dos"?

Which one of the following is one of the "Seven Deadly Sins of Business Selling"?

What term refers to a salesperson's ability to work and contact people throughout an account,discussing his or her product?