Exam 13: Service and Follow-Up for Customer Retention

What does the response function of the customer to the salesperson's calls signify?

According to the author,many people are unsuccessful in sales because they do not have the ability to put their own needs before anyone else's interests.

A salesperson would most likely refuse to handle a complaint if the:

A(n)______ is a short,wise,easy to learn saying that calls a salesperson to think and act.

Companies use products,prices,and service to facilitate relationship marketing.

According to the text,wisdom and knowledge are synonyms.

Define customer service.

Which type of relationship involves a medium degree of trust and wisdom?

Austin phones a recipient of one of Clearwater's deluxe hampers to inquire if the picnic basket arrived on time and undamaged,which suggests that Austin engages in:

The customer should be given the benefit of doubt even if the salesperson feels that the customer is dishonest.

The third level of relationship in a business friendship is:

What is a business acquaintance?

List the three levels of customer relationship marketing.

Describe the different levels of friendship.

As a relationship grows:

For one customer,Austin was asked to include a plastic piggy bank in each hamper.Austin purchased the piggy banks from ABC Gifts and included them in the hampers.Clearwater Hampers does not plan to purchase piggy banks in the future,so the ABC Gifts salesperson most likely engaged in:

Salespeople can convert follow-up and service situations into sales.

What is account penetration? What determines a salesperson's level of account penetration?

Rick Lee,a milk deliveryman in New York,delivers dairy products to 200 customers weekly.The quality of the service Rick provides to his customers is based on customer expectations.All of the following determine the expectations of Rick's customers EXCEPT:

A professional salesperson will wait a couple of days before handling any customer complaint,because customer complaints often become less significant with the passage of time.