Module 9

Which of the following methods of post sale follow-up is probably most effective?

a. A personal visit

What is the most important customer service dimension?

a. Communication

Which of the following components of effective follow-up reflects a salesperson's actions that maximize the number of critical encounters with buyers in order to encourage effective dialogue?

a. Interact

Which of the following its accurate regarding the cost difference between acquiring a new customer and maintaining an existing customer?

a. It costs seven to ten times more to acquire a new customer than it does to retain an existing customer.

LaTosha is very good at getting customers to purchase her company's products. However, her customers are usually dissatisfied with the performance of the products, even though they perform as well if not better than the competition's products. Which of the following is most likely the problem:

a. LaTosha is setting her customers' expectations too high.

Once the salesperson and the customer have agreed upon how to resolve the complaint, the salesperson should do what?

a. Make sure the customer has realistic expectations and then implement the solution

Which of the following is the best method for reducing customer complaints a salesperson can utilize?

a. Manage customer expectations (e.g., don't over promise)

Susan always asks her customers to be candid with her, especially when it comes to their satisfaction. Susan

a. is encouraging critical encounters.

Suppose you are a salesperson for an office supply company. One of your customers left you a message indicating that they were unhappy about the last order they received. While on your way to visit the customer to discuss the problem, you decide to review your procedure for handling complaints. What is the first thing you need to do to resolve customer's complaint?

b. Ask the customer to explain the problem and then listen carefully to get the whole story.

Which of the following is not one of the steps for handling complaints?

b. Ask the customer to provide a written summary of the problem

Which of the following components of effective follow-up reflects a salesperson's actions that create and maintain contact with influential (related to the purchasing decision) people in the buying organization.

b. Connect

Which the following is not one of the customer service dimensions?

b. Reliability

Which of the following is not one of the four benefits of service enthusiasm that allow the sales organization to gain an advantage over its competitors?

b. Service enthusiasm eliminates customer complaints

Susan is a sales representative for an industrial chemical company. Over the course of the next few months Susan is going to try to have people from the R&D department visit her customers to see how they use the products. Which of the following explains why Susan is going to all of this trouble?

b. She's making an effort to expand collaborative involvement between her company and her key accounts.

Anthony is a purchasing agent for a hospital. One day the hospital receives a shipment from of its suppliers with several items are missing. Anthony calls the supplier and talks to a customer service representative who is very friendly and helpful. Anthony calls the supplier again the next day but talks to a different customer service representative. This customer service representative is not as friendly and not as helpful. Which of the following describes the problem the supplier has with customer service?

b. The quality of the service provided is inconsistent across customer service agents.

When resolving complaints, salespeople often make promises to the customer. Which of the following best reflects what the salesperson should do regarding those promises?

b. The salesperson should strive to under-promise and over-deliver

Mathew has called the customer service department of one of his suppliers to make a complaint. The customer service agent acts indifferent to Mathew's problem but agrees to resolve the issue. The customer service agent should have

b. been more empathetic to Mathew's situation.

Suppose you're a salesperson for a beer and wine distributor. One of your customers has just finished telling you they are unhappy because their last order contained several broken bottles. What should you do after expressing empathy and taking responsibility for the problem?

c. Ask the customer what he/she would like you to do.

Which of the following is not one of the expectations customers have when dealing with customer service personnel?

c. Capitulation

Which of the following is not one of the recommended partnership enhancement activities?

c. Follow-up daily

Suppose you're a salesperson for an industrial machine manufacturer. How can you demonstrate to your customers your commitment to building mutually satisfying long-term relationships?

c. Follow-up with your customers on a regular basis and be especially attentive after they've placed an order.

What is the customer service dimension that refers to a salesperson's ability to maintain a positive attitude regardless of how they are treated by customers.

c. Resilience

What should the salesperson do next if the complaining customer proposes a nonviable way (some action) to resolve the complaint?

c. Thank the customer for the suggestion and then offer the customer an alternative resolution

Problems that result in the customer severing the relationship with the seller may be avoided by:

c. maintaining open, two-way communication.

Tony is a salesperson dealing with a customer complaint. Tony's customer is asking for a resolution Tony knows is nonviable. Tony should

c. thank the customer for the suggestion and then offer an alternative solution.

With respect to customer training, salespeople should

d. Be involved either directly or indirectly in the training process unless otherwise specified by the customer.

What should the salesperson do next if the complaining customer proposes a viable way (some action) to resolve the complaint?

d. Gain the customer's agreement that the action will resolve the complaint

What is the customer service dimension that refers to a salesperson's desire to work with and properly service customers on a daily basis.

d. Motivation

Ultimately, who is responsible for differentiating a company's products and positioning those products in the minds of its customers?

d. That company's salespeople

Suppose you are salesperson for FedEx. Which of the following actions would you take to ensure you are made aware of any concerns your customers may have?

e. A, B, and D are correct (Fedex)

Which of the following is accurate regarding the impact of computer technology on customer relationship management?

e. All of the above are accurate (computer tech)

Which of the following statements regarding customer expectations is appropriate for salespeople to remember?

e. All of the above are correct (customer expectations)

Which of the following is not one of the questions a salesperson must ask when developing a service strategy?

e. All of the above are questions a salesperson must ask when developing a service strategy.

When handling customer complaints it is important to ask of the buyer what he/she would like to have happen in order to resolve the issue. By doing this, the salesperson:

e. All of the above. (handling customer complaints)

Which of the following are post sale follow-up methods available to salespeople for providing useful information to their customers?

e. All the above (useful information)

Which of the following is not one of the four benefits of service enthusiasm that allow the sales organization to gain an advantage over its competitors? (2)

e. All the above are correct (service enthusiasm)

Which of the following is not one of the steps for handling complaints? (2)

e. All the above are steps for handling complaints

Suppose you are a salesperson for a corporate jet manufacturer. You know from experience that after placing an order most customers will have questions or concerns. Which of the following post sale follow-up methods are appropriate for you to utilize?

e. Both a and b are correct (jets)

Salespeople looking for ways to take relationships with their customers to higher levels should:

e. Both a and c are correct. (relationships)

For many salespeople, the core products that they're selling provide the same features and benefits as those of their competitors. Which of the following statements is true regarding this sort of competitive environment?

e. Both b and c are correct. (core products)

Even though salespeople rarely are responsible for installation, why might it be helpful for salespeople to be present when their products are being installed?

e. Both b and d are correct. (installed)

When a post-sale customer complaint arises, the salesperson should:

e. Both c and d are correct. (complaint arises)

Which of the following is not one of the specific components of effective follow-up?

e. Encourage