Exam 13: Service and Follow-Up for Customer Retention

Peter is a salesman of Turner Associates,a machine tool manufacturer.During his routine visit to a customer's house,Peter finds out that the customer has a fresh requirement for two lathe machines.According to the text,Peter should move back to the _____ stage in relationship selling for the new machines.

According to the text,wasting time during the sales call by involving in small talks is a deadly sin of business selling.

Sam Utley drives to a local convenience store to purchase milk.The store that sells milk to Utley most likely engages in_____ selling.

Hank Farren is a salesperson at Outdoor World.He uses his time when there are no customers in the store to telephone people who have purchased camping,hunting,and fishing equipment from him recently to determine if they are satisfied and have future needs.This is an example of _____ selling.

It is said that "The customer is always right." But according to the text the customer is wrong when:

Service is the next to last step of the selling process.

What is relationship marketing? Why is relationship marketing important to the success of an organization and its salespeople?

List two of the seven deadly sins of business selling.

Building a lasting business friendship based on mutual trust typically takes time.

In order to satisfy customers,companies offer customer services such as warranties,credit,speedy delivery,and gift wrapping.

Stephen,a senior salesperson of a software firm,is calling on an acquaintance,the CEO of a manufacturing firm.During the sales call,Stephen should most likely avoid:

To show how much he appreciates the business of a regular customer,Claude,a software salesperson,should do all of the following EXCEPT:

Which of the following statements about wisdom and knowledge is true?

What is exhibited by a salesperson who handles customer complaints promptly?

All of the following are ways a salesperson can win back a lost customer EXCEPT:

List the three levels of business friendship.

Why should a salesperson handle customer complaints promptly?

Abraham is a salesperson for a company that manufactures patio furniture.Why does Abraham most likely mail his retail customers birthday,holiday and special occasion cards containing seed packs?

To develop a reputation as a professional,you must be willing to ignore your conscience and get the sale no matter what it takes.

Distinguish between wisdom and knowledge.