Deck 12: Follow-Up Maintain and Strengthen the Relationship

Question 1

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."

Answer 1

False

Question 2

Customers' purchase satisfaction is to a certain degree shaped by the difference between expected and actual service received.

Answer 2

True

Question 3

Customer retention is the only thing that is important to keep a satisfied customer loyal to your company.

Answer 3

False

Question 4

Finding a new customer is much less expensive than retaining an existing one.

Question 5

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

Question 6

Relationship marketing is the creation of customer loyalty and retention.

Question 7

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.

Question 8

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

Question 9

Salespeople, regardless if they are high-performers or low-performers, can easily turn the follow-up call into a sale.

Question 10

If a salesperson learns he has lost a customer to a competitor, he should visit the account as soon as possible and make sure the client is made aware of any weakness associated with the competitor's product.This action often leads to the customer staying with the original company.

Question 11

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

Question 12

You know you have reached the most productive number of calls when additional calls do not lead to additional sales.

Question 13

When determining the frequency of visits, salespeople should always concentrate only on the potential associated with specific customers.

Question 14

Service refers to the process that buyers provide to satisfy customers.

Question 15

The salesperson should develop several questions for the post-call analysis but only use the ones which are applicable to the sales call or the client.

Question 16

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

Question 17

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

Question 18

After closing the sale, the salesperson is only involved in taking care of his/her existing customers.

Question 19

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

Question 20

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.

Question 21

According to the text, one of "The Seven Deadly Sins of Business Selling" is a lack of product knowledge.

Question 22

Brad is trying to determine how often he should call on a new account in order to provide proper service.Which of the following is NOT relevant in helping Brad determine the frequency of calls he should make to this new account?

A)present and potential sales to the account
B)complexity, servicing, and redesign requirements of the products purchased by the account
C)number of orders you expect the account to place in a year
D)number of product lines sold to the account
E)the necessity for overnight travel to visit the account

Question 23

Sharon is about to follow-up by making phone calls to the accounts which she closed a couple of weeks ago.Which of the following pieces of advice would you give to her regarding following-up on the phone?

A)Focus on the business and not the relationship
B)Just start talking about anything to keep the conversation engaged
C)Take charge of the conversation as you do not need to listen to the customer
D)Ask for referrals in an active way
E)Set aside a time of a day to follow-up

Question 24

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.

Question 25

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?

A)Why, Where, and How?
B)Who, Why, and When?
C)Who, When, and How?
D)Why not, When, and With whom?
E)Why, When, and Where?

Question 26

Which of the following is NOT an expected service that customers look for from organizations?

A)Products
B)Prices
C)Promotions
D)People
E)Service

Question 27

When making a follow-up call, which of the following should the salesperson consider an important factor?

A)Make sure to do some small talk before talking about business
B)If the customer does not pick up the call, then don't call again
C)Keep the call short, so the customer does not feel bothered
D)The call should only be done in person after every successful sale
E)Keep the call strictly about future business and referrals

Question 28

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

A)Customer service
B)Account manipulation
C)Order getting
D)Missionary work
E)Account penetration

Question 29

When a salesperson promises customer service to her prospect, what are some of the elements that would NOT be included in this "promise"?

A)warranties
B)fast delivery
C)special packaging
D)credit
E)free product itself

Question 30

Which of the following statements about customer satisfaction is NOT true?

A)It costs approximately 15 times more to acquire a new customer versus retaining an existing customer.
B)Professional salespeople look beyond the value of a single sale and focus on the life-time value of the customer.
C)It is hard for competitors to "steal" a loyal and satisfied customer.
D)Perceived purchase satisfaction if a function of the difference between expected and actual sales experience.
E)Customer retention is critical to the long-term success of a salesperson.

Question 31

By asking questions, a salesperson can increase their chances of cross-selling successfully.

Question 32

Cross-selling is considered as one of the most intrusive marketing techniques, and therefore it is difficult to cross-sell successfully on regular basis.

Question 33

The main purpose of this textbook is to teach people how to be an effective salesperson and achieve long-term career success by doing what is right, just, and fair.

Question 34

Which of the following is a sign of good account penetration?

A)When you call your client to discuss adding a new product line, the client tells you that they already have the competition's product in their stores
B)When you visit the clients' retail store, you noticed that your products' shelf spacing is as you had discussed and the shelf spacing makes your products stand out
C)When you ask your client to run a certain promotion, they tell you that they will get back to you on it
D)When your manager visits your client's website, she notices that there has been a decline in the number of products carried by this account
E)When you check the sales report for an account, the sales revenue bar chart for the account has slowly declined as time went by

Question 35

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 NOT consider?

A)Who should she call to follow up with?
B)Should she call everyone that was involved with the purchase?
C)When should she call the client - in a month, a few weeks, a few days?
D)What method should she use to contact the client - phone, in-person, Skype?
E)Where should she consider meeting the client to make another sale?

Question 36

Elizabeth is using CRM software to engage with her customers.Which of the following activities will Elizabeth NOT be involved in?

A)Receive detailed reminders on when it might be best to contact the client
B)Use the database of her co-workers to contact their customers and take them over
C)Perform data mining which will help her locate clients who have the same interests, needs and purchase histories
D)Develop database on the customers which includes all of their information and their purchase history
E)Generate reports by using the database to help the management team make informed decisions related to customer service

Question 37

Which of the following sentences best captures the notion of relationship marketing?

A)trying to form relationships with employees of different companies
B)refusal to deal with anyone except the purchasing agents
C)completing transactions one at a time
D)the creation of customer loyalty and retention
E)invite many purchasing agents to a social event and discuss business there

Question 38

Which of the following measures is NOT used to determine how well a salesperson has penetrated an account?

A)how much cooperation a salesperson receives from a supplier
B)product distribution within the account
C)a decrease or increase in sales within the account
D)the salesperson's reputation as an authority on the type of merchandise he or she sells
E)his or her freedom to visit with various people in the account

Question 39

Apart from customer retention and customer satisfaction, which of the following is also critical to a salesperson's long-term success?

A)Customer service
B)Customer engagement
C)Customer appreciation
D)Customer purchases
E)Customer loyalty

Question 40

If a salesperson works continuously with the client to improve the client's sales, operations, and profit, then the salesperson is using what level of customer relationship selling?

A)Transactional selling
B)Relationship selling
C)Partnering
D)Marketing selling
E)Consulting selling

Question 41

Which of the following is NOT one of the eight steps for increasing sales to customers?

A)develop an account penetration program
B)fight for shelf space and positioning
C)assist the product's users
D)assist the retailer's salespeople
E)concentrate on diminishing your distribution

Question 42

Imagine you sell pet supplies to pet store owners.What should you do when you have converted a prospect into a customer?

A)reduce your account penetration
B)only follow up if you have something new to sell the customer
C)avoid involvement in little complaints between your customer and your company's accounting department
D)keep your word
E)focus on new prospects-existing clients tend to remain with you and your company; hence, less attention should be spent on this account

Question 43

Maggie sells fertilizers and pesticides to hardware stores and nurseries.She works long and hard to convert prospects into customers.After these buyers have bought from her for the first time, what should she NOT do if she wants to ensure they will buy from her in the future?

A)Keep her promises.
B)Increase her account penetration.
C)Contact the account on a regular basis.
D)Keep contact to no more than once per week-she does not want to come across as pushy or needy.
E)Provide all possible assistance.

Question 44

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

A)over planning
B)unlimited optimism
C)timidity
D)thoroughness after the sale
E)strong product knowledge

Question 45

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

A)the response function
B)elasticity of sales curve
C)the sales-value function
D)cost-volume-profit function
E)a predictor of client satisfaction

Question 46

Which of the following is NOT a reason why a customer might be dissatisfied with a product?

A)Product delivered was different model from the one ordered.
B)Product not was delivered by the specified date.
C)The quantity ordered matched the quantity delivered.
D)Customer believed the product could perform a function that it cannot.
E)Discounts offered by the salesperson were not given by the manufacturer.

Question 47

When should a salesperson determine that the optimal number of calls have been made to a client?

A)additional calls do not result in additional sales
B)demand equals supply
C)marginal cost equals marginal revenue
D)the salesperson is working five full days per week
E)the total cost of sales calls equals the value of the business from that customer

Question 48

The textbook provides eight activities salespeople may do to maximize sales in an account with a retailer.Which of the following is NOT one of those activities?

A)do an analysis of inventory turnover for your client
B)ensure the store never experiences stockouts
C)fight to have your product displayed in the back of the store-studies indicate that products in the back of the store receive the most attention by retail customers
D)make sure you have a good working relationship with the retail workers
E)develop an account penetration program

Question 49

Obviously in a bad mood, Robert comes to you seeking your advice.He just lost a large account and does not know why.He asks you for your insights given your status in the company as a very successful salesperson.What would you tell him?

A)"Robert, don't worry-there are lots of other potential customers out there."
B)"Robert, it was obvious they were not a good fit for us-move on to the next prospect."
C)"Robert, welcome to the club; we all have walked in your shoes - relax."
D)"Robert, be professional, friendly, and contact the client to determine the reason(s) why you lost the account."
E)"Robert, give it time and the customer will call you back - our products are the best in the industry."

Question 50

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

A)maintain an up-to-date call list
B)know your product and industry
C)identify who are the product users and focus your energy on that group
D)use notes as reminders
E)ask for the business

Question 51

Which of the following would be included in the salesperson's "Don't" checklist?

A)Listen attentively to the client
B)Keep follow-up calls under five minutes
C)Follow through with the appropriate action
D)Be presumptuous
E)Listen attentively

Question 52

What should a salesperson who is a true professional do?

A)keeps customers informed on competitive information
B)has the ability to leave her personal conscience out of business dealings
C)speaks well of others including the competition
D)knows when to use high-pressure techniques
E)knows that the key to success is finding new customers and doesn't waste time on old ones

Question 53

Which of the following is NOT recommended for a salesperson handling a customer complaint?

A)obtain as much relevant information from your customer as you can
B)express sincere regret for the problem
C)handle the complaint quickly
D)follow up to make sure the customer is satisfied
E)deal with the issue without checking the sales records to ensure customer made the purchase

Question 54

Which of the following a salesperson should NOT do to show appreciation to a regular customer?

A)e-mail information about product modifications, deletions, or additions
B)telephone immediately whenever you think of something that may help the customer solve one of his or her problems
C)when you come across articles that may be of interest to your client, make them available to the customer
D)send holiday or special-occasion cards
E)Develop a lengthy daily newsletter to inform them of all kinds of matters on daily basis

Question 55

Which of the following do purchasing agents NOT expect of business salespeople?

A)plan their sales calls
B)be truthful and follow through after the sale
C)speak well of others including competitors
D)think of themselves as professionals and act as one
E)focus on customer service and not their technical training

Question 56

Which of the following will help increase your customer's sales?

A)Focus only on keeping the merchandise on the shelf
B)Showing the list price alongside the discounted price
C)Shelf spacing, and shelf positioning are not as important as long as the product is being displayed
D)Only carry sizes which you know will sell easily at stores
E)Direct the customers to the website for more information instead of assisting them in person

Question 57

Which of the following is NOT a recommended approach for a salesperson to take if one of her customer's cancels an order and places it with the competition?

A)highlight for the customer the shortcomings of your competitor's products
B)visit the customer and find out why you lost the account
C)demonstrate to the customer you will try hard to get them back
D)be friendly and professional
E)be persistent and keep calling

Question 58

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?

A)Most customers will get irritated when you attempt to cross-sell.
B)In order to effectively cross-sell, you must know your products.
C)In order to effectively cross-sell, you must know your client's business.
D)Make it easy for the customer to say no.
E)All of these choices are correct.

Question 59

Which of the following are good principles all professional sales people should NOT follow?

A)keep your clients' interests front and center in all your activities
B)provide service "above and beyond the call of duty"
C)work as hard; satisfying existing customers as you do prospect
D)"the customer is always right" mantra is a good general rule to follow
E)use social media to disclose your issues with the competition

Question 60

Adam has successfully completed his follow-up call and is about to end the call; however, before he hangs up he wants to sell an add-on to the product he sold.What can Adam do to increase his chances of cross-selling successfully?

A)Offer a time-sensitive incentive
B)Set-up another meeting to discuss the add-on
C)Briefly make a statement about the add-on
D)Ask a question related to the add-on
E)The follow-up call should only focus on the original purchase and not the add-on

Question 61

List the seven deadly sins of business selling.

Question 62

Charles is visiting one of his retail customers.During his visit, he suggests that the store's sales staff should mention to every customer that buys tires to have the tires balanced (an additional service that the retailer charges).What would you call Charles' suggestion that may directly lead to better service and increased revenue for the retailer?

A)aggressive sales approach
B)the bundle sale package
C)cross-selling
D)assertiveness technique
E)the SELL sequence

Question 63

A salesperson just noticed he lost an important client to the competition.He decides to do all of the following: Visit the business to investigate, remain professional and friendly while engaging the lost client to determine why he lost the business.What behaviour is this salesperson demonstrating?

A)always selling, no matter what
B)being aggressive and pushy
C)building a professional reputation
D)cross-selling other products and services his company sells
E)persevering

Question 64

When critiquing a dialogue during a post-call analysis, which of the following should a salesperson NOT check to make certain they did?

A)explained key FABs
B)dealt adequately with objections
C)used trial closes effectively
D)attempted to gain commitment
E)included questions which were irrelevant to the client

Question 65

Which of the following is NOT an appropriate reason to follow up with a client?

A)to meet an activity requirement of your company
B)to offer a potential solution to an issue the client is experiencing
C)to congratulate the client on receiving an award for being the best restaurant in Vancouver
D)to introduce a new product that you know the client will find of value
E)to follow up on a promise

Question 66

Which of the following terms describes the process of using a CRM system to flag customers who have bought merchandise that could benefit from additional products and services offered by your company?

A)prospecting
B)SELL sequence
C)cross-selling
D)aggressive sales approach
E)assertive sales technique

Question 67

Organizations engaged in multiple mail-outs, phone calls and follow ups using many sales people often deploy what kind of technology to coordinate these activities?

A)a cloud system
B)CRM systems
C)ERP systems
D)IBQ systems
E)EOQ systems

Question 68

What determines whether a salesperson is successful at account penetration?

Question 69

Sammy is on a plane about to land in Vancouver and thinks of a solution to one of his customer's problems back in Ottawa.What should Sammy do?

A)Send an email after he returns from Vancouver.
B)Remember to bring it up next time he's visiting his Ottawa customer.
C)Forget about it.He has important business in Vancouver.
D)Call his Ottawa customer at the first chance he gets.
E)Before doing anything, Sammy needs to determine whether the solution will impact his own sales with the account.

Question 70

When a customer purchases a product, they have certain expectations of the services they will receive with its purchase.List and define all six of these services mentioned in the textbook.

Question 71

Which of the following activities is NOT an activity a CRM system will do for you?

A)organize large mail-outs
B)the CRM system will manage the relationship with the client
C)helps you with tracking and other administrative functions
D)will alert the salesperson to follow up with a client
E)allows the salesperson to develop detailed databases with little effort

Question 72

Which of the following will NOT help a salesperson gain wisdom?

A)A salesperson must realize that the purpose of his role is to help people
B)Salespeople must trust and honour people
C)Salespeople must make the right choices while avoiding the morally incorrect ones
D)Salespeople must learn from their mistake and carry forward
E)Salespeople must focus only on their existing clients in order to learn and grow

Question 73

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

A)follow up
B)being bothersome
C)account penetration
D)market penetration
E)troubleshooting

Question 74

Joanne summarizes her strategy to retain and/or grow the client she has just visited.What is Joanne performing?

A)sales call objectives
B)post-call analysis
C)self-analysis
D)follow-up
E)prospecting

Question 75

One month after selling a new photocopier to a major company and just prior to that company's month end ordering deadline, Amanda called the office manager to announce the price deals that she had on photocopier paper.What activity is Amanda engaging in?

A)account penetration
B)customer relationship management
C)cross-selling
D)follow up
E)assertive sales technique

Question 76

Some sales people are concerned that customers will see cross-selling as a source of irritation and a pushy salesperson.Describe six steps salespeople may take that will create an environment where customers will see your cross-selling activities as a value-added service.

Question 77

You manage to convert a prospect into a customer.Knowing that it is easier to keep a customer versus attaining a new one by focusing on providing services, what six factors (related to service) should a salesperson consider after landing an account to ensure account retention over the long term?

Question 78

"It is always easier to sell to a satisfied customer than an unsatisfied one or a prospect" is an example of:

A)Proverb
B)Simile
C)Analogy
D)Metaphor
E)Expression

Question 79

Which of the following tools can NOT be used for customer engagement on social media?

A)Facebook
B)LinkedIn
C)Twitter
D)CRM
E)Planogram

Question 80

All salespeople suffer losses, either through the loss of a sale or an entire account to a competitor.What four things can a salesperson do to win back a customer?