chapter 13 sales

Which of the following should be avoided by a salesperson in a business friendship with his or her client? (Check all that apply.)

Allowing the client to control the salesperson Trying to outdo, or one-up, the client

How does a salesperson help a customer after closing a sale?

By demonstrating follow-up and ongoing customer service

Selena is a salesperson. Identify the guidelines that should be followed by Selena to ensure that an existing customer buys from her in the future. (Check all that apply.)

She should contact new accounts frequently and on a regular schedule. She should provide service as she would to royalty.

Identify the most important ingredients in building a lasting friendship between a salesperson and his or her client. (Check all that apply.)

Truly caring for the other individual Placing the other person's interests before one's own interests

Martin is a salesperson. Identify the guidelines that should be followed by Martin to ensure that an existing customer buys from him in the future. (Check all that apply.)

He should show his appreciation and thank the customer for the business. He should always do what he says he will and follow through on his promises.

Who among the following salespeople most likely has a characteristic of a professional salesperson?

Kayla who has patience in closing sales

Which of the following are aspects of sales wisdom? (Check all that apply.)

Salespeople must learn from their errors and recover. Salespeople must trust and honor other individuals. Salespeople must make a lifelong series of right choices and avoid moral pitfalls. Salespeople must understand that their purpose is to help people.

True or false: Closing a sale is only the start of the relationship between a salesperson and a buyer because creating a long-term relationship requires trust and trust is based on long-term communication.

T

The relationship between a salesperson and a client that revolves around business-related issues is referred to as a(n)

business friends

In the context of the path to sales success, identify the Fs involved in selling that should be considered by a salesperson. (Check all that apply.)

Faith Focus Follow-through

Who among the following salespeople have the personal characteristics of a professional salesperson? (Check all that apply.)

Hassan who is faithful to his word, fair in selling, and self-controlled in emotions Alyssa who takes joy in work and finds harmony in her relationship with customers

Identify the true statements about customer retention. (Check all that apply.)

It enables long-term success for a salesperson. It occurs when a customer is satisfied with purchases over time.

True or false: To ensure excellent post-sales customer service, a salesperson should coordinate the required resources within his or her firm to enable excellent execution.

T

True or false: To withstand the attacks of unethical prospects and customers, a salesperson should be prepared to do what is right and ready to discuss what is the ethical action.

T

Acknowledgment is one of the things that happen between a salesperson and a client before they become friends. In this context, identify the steps to acknowledgment. (Check all that apply.)

The salesperson repeats, in a summarized fashion, what the client tells the salesperson. The salesperson refrains from saying or making the client feel that the client is wrong.

Salespeople suffer losses through the loss of either a sale or an entire account to a competitor. Which of the following guidelines should be followed by a salesperson to win back a customer? (Check all that apply.)

The salesperson should avoid being unfriendly to the customer. The salesperson should assure the customer that the salesperson is ready to earn future business.

A salesperson can suffer losses through the loss of either a sale or an entire account to a competitor. Identify the guidelines that should be followed by a salesperson to win back a customer. (Check all that apply.)

The salesperson should not criticize the competing product that the customer has purchased. The salesperson should consider the former customer a prospect and continue to make sales calls normally.

Identify the best practices that should be followed by a salesperson to ensure excellent post-sales customer service. (Check all that apply.)

The salesperson should provide customers with updated information on the customers' market or industry. The salesperson should study the policies of the buying organization.

Identify the guidelines that should be followed by a salesperson to deal with an unethical customer. (Check all that apply.)

The salesperson's attitudes and actions should exemplify the appropriate way to do business. The salesperson should always speak the truth and show integrity.

A salesperson's ability to work and contact people throughout an account, discussing the products, is referred to as _____.

account penetration

A customer's feelings toward purchase are referred to as

customer satisfaction

The activities and programs a seller provides to make a relationship satisfying for a customer are referred to as ______ _______

customer service

In the context of sales wisdom, a short, wise, easy-to-learn saying that calls a person to think and act is called a(n)

proverb

The creation of customer loyalty and retention based on the idea that important customers need continuous attention is known as _____.

relationship marketing

Who among the following salespeople engages in a behavior that reduces trust between the salesperson and a customer?

the person who views customers as transactions