Deck 15: Servicing the Sale and Building the Partnership

Question 1

What percentage of customers is lost due to product dissatisfaction?

A) 50-70
B) 5-8
C) 8-10
D) 12-15
E) 20-30

Answer 1

12-15

Question 2

What percentage of customers is lost due to price consideration?

A) 5-8
B) 2-5
C) 20-30
D) 50-70
E) 10-15

Answer 2

10-15

Question 3

The difference between cross-selling and suggestion-selling is:

A) cross-selling is hard to do because it involves the customers to purchase the product, suggestion-selling is easy to do because the customer is not committing to the purchase.
B) cross-selling is done by order getters, suggestion-selling is done by order-takers.
C) cross-selling involves selling products directly associated with the product sold, suggestion-selling is selling unrelated items.
D) cross-selling is suggesting competitive products, suggestion-selling is offering your own products to the customer.
E) cross-selling is to grow volume, suggestion-selling is to enhance customer satisfaction.

Answer 3

cross-selling is to grow volume, suggestion-selling is to enhance customer satisfaction.

Question 4

Matching

-Provide counsel to prospective customers who need credit arrangements

A) appropriate credit assistance
B) appropriate suggestion selling
C) appropriate post-sale contact
D) appropriate delivery and installation assistance
E) truth for the customer
F) full-line selling.
G) ethical behavior
H) up-selling.
I) inappropriate suggestion selling

Question 5

Matching

-Selling compact disc option with new car purchases

A) appropriate credit assistance
B) appropriate suggestion selling
C) appropriate post-sale contact
D) appropriate delivery and installation assistance
E) truth for the customer
F) full-line selling.
G) ethical behavior
H) up-selling.
I) inappropriate suggestion selling

Question 6

Matching

-Use of a call report

A) appropriate credit assistance
B) appropriate suggestion selling
C) appropriate post-sale contact
D) appropriate delivery and installation assistance
E) truth for the customer
F) full-line selling.
G) ethical behavior
H) up-selling.
I) inappropriate suggestion selling

Question 7

Matching

-Taking responsibility for informing customers of any delays in shipping

A) appropriate credit assistance
B) appropriate suggestion selling
C) appropriate post-sale contact
D) appropriate delivery and installation assistance
E) truth for the customer
F) full-line selling.
G) ethical behavior
H) up-selling.
I) inappropriate suggestion selling

Question 8

Matching

-Customer perception

A) appropriate credit assistance
B) appropriate suggestion selling
C) appropriate post-sale contact
D) appropriate delivery and installation assistance
E) truth for the customer
F) full-line selling.
G) ethical behavior
H) up-selling.
I) inappropriate suggestion selling

Question 9

Matching

-Suggest rust-proofing, at the time of selling a new car

A) appropriate credit assistance
B) appropriate suggestion selling
C) appropriate post-sale contact
D) appropriate delivery and installation assistance
E) truth for the customer
F) full-line selling.
G) ethical behavior
H) up-selling.
I) inappropriate suggestion selling

Question 10

Matching

-Cross-selling

A) appropriate credit assistance
B) appropriate suggestion selling
C) appropriate post-sale contact
D) appropriate delivery and installation assistance
E) truth for the customer
F) full-line selling.
G) ethical behavior
H) up-selling.
I) inappropriate suggestion selling

Question 11

Matching

-Making an effort to sell a higher quality product than what the customer wants

A) appropriate credit assistance
B) appropriate suggestion selling
C) appropriate post-sale contact
D) appropriate delivery and installation assistance
E) truth for the customer
F) full-line selling.
G) ethical behavior
H) up-selling.
I) inappropriate suggestion selling

Question 12

Matching

-Making suggestions before satisfying the customer's primary need

A) appropriate credit assistance
B) appropriate suggestion selling
C) appropriate post-sale contact
D) appropriate delivery and installation assistance
E) truth for the customer
F) full-line selling.
G) ethical behavior
H) up-selling.
I) inappropriate suggestion selling

Question 13

Matching

-Suggesting an item in a thoughtful and positive manner

A) appropriate credit assistance
B) appropriate suggestion selling
C) appropriate post-sale contact
D) appropriate delivery and installation assistance
E) truth for the customer
F) full-line selling.
G) ethical behavior
H) up-selling.
I) inappropriate suggestion selling

Question 14

Matching

-Making comments like, "Do you need anything else?"

A) appropriate credit assistance
B) appropriate suggestion selling
C) appropriate post-sale contact
D) appropriate delivery and installation assistance
E) truth for the customer
F) full-line selling.
G) ethical behavior
H) up-selling.
I) inappropriate suggestion selling

Question 15

Matching

-Accept responsibility for problems

A) appropriate credit assistance
B) appropriate suggestion selling
C) appropriate post-sale contact
D) appropriate delivery and installation assistance
E) truth for the customer
F) full-line selling.
G) ethical behavior
H) up-selling.
I) inappropriate suggestion selling