354 ch 15

Quick & Reilly, a financial services company, was able to increase sales by 35 percent by implementing which of the following programs?
cross selling
customer complaints are info that should be viewed as
a source of important info and an opportunity to prove the firm’s commitment to service
when dealing with customer complaints, the salesperson should
decide what action must be taken to remedy the problem
the purpose of the follow-up communication between customer and salesperson is to express thanks for the order and to
determine if the customer is satisfied with the purchase
the major advantage of a telephone call over written correspondence is that
two-way communication is involved
Bradley Wholesale Foods
moment of magic
a group of people who recommend customer-driven organizations to others should be called:
“auxiliary” salespeople
which of the following is a current development in customer service?
customer knowledge is viewed by sales and sales support personnel as an important key to improving customer service
customer complaints can provide the firm with great value. How?
they can be a source of info that is difficult to obtain by other means
sometimes customer expectations arent met. When this happens it is referred to as a
moment of misery
according to Ted Levitt, author of the marketing imagination, people:
buy the expectations of the benefits you promised
expansion selling encompasses which of the following?
suggestion selling
which of the following is a major guideline that should be considered when using suggestion selling?
dont make suggestions until you have first satisfied the customer’s primary need
a form that serves a communications link with person who cant assist with customer service is called a
call report
all of the following are tips to keep in mind when designing and using the business card, EXCEPT:
make sure all the info on the card is current
once the customer buys your product, expectations:
of the customers that leave companies each year, which percentage leave because of bad customer service?
diligence, an essential service behavior, combines responsiveness and
according to sales trainer Tony Alessandra, there are three possible service outcomes. Which one should salespeople strive for?
a moment of magic
salespeople should do which of the following when product is delivered to customers?
offer training in the use or care of the product
value reinforcement means:
getting credit for the value you create for the customer
a best practice by which salespeople can use technology to strengthen relationships with customers is by
sending email confirmations of appointments or agreements
one important reasons for salespeople to make follow-up telephone calls to customers is by
the customer may place repeat orders during a phone call
full-line selling is also known as
suggestion selling
cross-selling is the most effective in those situations in which
the salesperson and customer have an established relationship
the effort to sell better-quality products is called
salespeople can add value to the sales process by
making the purchase convenient
the best action to take to resolve a customer complaint is
one that delights the customer
an unhappy customer is most likely to complain to
potential customers
complaints from a customer should be viewed as
an opportunity to strengthen the relationship

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