Exam 13: Service and Follow-Up for Customer Retention

Ken Hansek sells sales promotion items such as key chains,mugs,t-shirts,and balloons.He sends out a quarterly newsletter that contains information on new products that are available,creative way customers are using sales promotion merchandise,and news that he thinks would be of interest to customers.Why does Hansek write this newsletter?

By sending greeting cards,the salesperson shows his appreciation for the customer's business.

All of the following are the most important traits purchasing agents find in their top salespeople EXCEPT:

The Golden Rule of Selling supports the belief that service and follow-up after the sale show that the salesperson really cares about customers.

Account penetration is defined as obtaining maximum sales from an account or a prospect.

Imagine that you are selling plumbing supplies to buyers at a do-it-yourself chain of stores.When you have converted a prospect into a customer,you should:

Perceived purchase satisfaction is:

Which of the following is one of the "seven deadly sins of business selling"?

A good relationship with the client can be maintained if the:

When determining how frequently to call a customer,a salesperson should primarily base the decision on the relationship between sales volume and sales calls,which is known as the:

_____ marketing is based on the idea that important customers require constant attention.

The more a salesperson penetrates an account the greater the chances of maximizing sales within the account.

How should a salesperson respond to a loss of sale or the loss of an entire account to a competitor?

When Austin phones a recipient of one of Clearwater's deluxe hampers to inquire if the picnic basket arrived on time and undamaged,he is engaged in:

To be a successful professional salesperson,you should rely on the three Fs.What do the three Fs represent?

Hughes Browning sells a waste disposal system that is used in hospitals,nursing homes,and places where the transfer of bodily fluids is a concern.Hughes maintains contact with different levels of people in his customer's business and discusses the product with all of them.This behavior of Hughes can be termed as:

What are the elements in the circular relationship for managing a sales call?

A business friendship differs significantly from a personal friendship.

_____ are people whose names you know,whom you see occasionally and of whom you may know little about even if you've known them for a long time.

A salesperson for aquarium equipment walks into the office of a prospect unannounced.He then engages in a small talk with the prospect.According to the text,this is an example of: