Deck 12: Follow-Up Maintain and Strengthen the Relationship

Question 1

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

Answer 1

E

Question 2

The textbook introduced to us a ten step selling process starting with prospecting (step 1)and ending with follow up (step 10).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 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) All of these choices are correct

Answer 2

E

Question 3

When a salesperson promises customer service to her prospect,what are some of the elements that may be included in this "promise""?

A) warranties
B) fast delivery
C) special packaging
D) convenient computer-to-computer ordering
E) all of these choices are correct

Answer 3

E

Question 4

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 5

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 6

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 7

Which of the following should a salesperson 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) all of these choices are correct

Question 8

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 9

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 10

According to the eight steps for increasing sales to customers,what should a professional salesperson do?

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) all of these choices are correct

Question 11

What is the key role of a salesperson when 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) all of these choices are correct

Question 12

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 13

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 14

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) None of these answers should be considered.

Question 15

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 16

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 17

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 18

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 19

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 20

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 21

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 22

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 23

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) aggressive sales tactics
B) customer relationship management
C) cross-selling
D) follow up
E) troubleshooting

Question 24

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

Question 25

Which of the following are good principles all professional sales people should 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) all of these choices are correct

Question 26

Which of the following tools can be used for customer follow-up and service?

A) Facebook
B) LinkedIn
C) Twitter
D) CRM
E) All of these choices are correct

Question 27

What do purchasing agents 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) all of these choices are correct

Question 28

What should a salesperson ask themselves when critiquing a dialogue during a post-call analysis?

A) explained key FABs
B) dealt adequately with objections
C) used trial closes effectively
D) attempted to gain commitment
E) all of these choices are correct

Question 29

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 30

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) qualifying
C) cross-selling
D) aggressiveness
E) desperation

Question 31

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 32

What may a salesperson do to add credibility to an email follow-up?

A) adding an exciting subject line
B) calling the prospect in advance to say it's on its way
C) sending it via LinkedIn
D) using all capital letters
E) all of these choices are correct

Question 33

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 34

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 35

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

Question 36

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 37

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 38

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 39

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 40

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) Hop on the next jet back to Ottawa.
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) None of these choices are correct.

Question 41

You manage to convert a prospect into a customer.Knowing that it is easier to keep a customer versus attaining a new one,what should a salesperson do to ensure you retain a customer over the long term?

Question 42

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 43

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

Question 44

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 45

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 46

What determines whether a salesperson is successful at account penetration?

Question 47

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?

Question 48

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

Question 49

You know you have reached the most productive number of calls when additional calls lead to additional sales.

Question 50

Relationship selling is the creation of customer loyalty and retention.

Question 51

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."

Question 52

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 53

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 54

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

Question 55

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

Question 56

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 57

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 58

Why shouldn't a salesperson have unlimited optimism?

Question 59

When determining the frequency of visits,salespeople should always keep in mind the potential and actual sales associated with specific customers.

Question 60

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

Question 61

Describe how social media can be used as part of customer-service and follow-up.