Chen Ch 15 – Flashcards
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Quick & Reilly, a financial services company, was able to increase sales by 35 percent by implementing which of the following programs?
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cross selling
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Customer complaints are information that should be viewed as:
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a source of important information and an opportunity to prove the firm's commitment to service
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When dealing with customer complaints, the salesperson should:
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decide what action must be taken to remedy the problem
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The purpose of the follow-up communication between customer and salesperson is to express thanks for the order and to:
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determine if the customer is satisfied with the purchase
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The major advantage of a telephone call over written correspondence is that:
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two-way communication is involved
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Bradley Wholesale Foods purchased a new computer system for the personnel department. All of the equipment was delivered on time, installed properly, and the employees at Bradley were given effective systems training. The new equipment and the post-sale service surpassed the customer's expectations. The staff at Bradley Wholesale Foods has experienced a(n):
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moment of magic
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A group of people who recommend customer-driven organizations to others could be called:
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"auxiliary" salespeople
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Which of the following is a current development in customer service?
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Customer knowledge is viewed by sales and sales support personnel as an important key to improving customer service.
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Customer complaints can provide the firm with great value. How?
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They can be a source of information that is difficult to obtain by other means.
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Sometimes customer expectations aren't met. When this happens it is referred to as a:
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moment of misery
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According to Ted Levitt, author of The Marketing Imagination, people:
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buy the expectations of the benefits you promised
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Expansion selling encompasses which of the following?
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suggestion selling
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Which of the following is a major guideline that should be considered when using suggestion selling?
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Don't make suggestions until you have first satisfied the customer's primary need
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A form that serves a communications link with persons who can assist with customer service is called a:
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call report
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All of the following are tips to keep in mind when designing and using the business card, EXCEPT:
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make sure all the information on the card is current
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Once the customer buys your product, expectations:
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increase
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Of the customers that leave companies each year, which percentage leave because of bad customer service?
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50-70
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Diligence, an essential service behavior, combines responsiveness and:
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reliability
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According to sales trainer Tony Alessandra, there are three possible service outcomes
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the moment of magic
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Salespeople should do which of the following when product is delivered to customers?
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Offer training in the use or care of the product.
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Value reinforcement means:
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getting credit for the value you create for the customer
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A best practice by which salespeople can use technology to strengthen relationships with customers is by:
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sending email confirmations of appointments or agreements
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One important reason for salespeople to make follow-up telephone calls to customers is:
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the customer may place repeat orders during a phone call
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Full-line selling is also known as:
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suggestion selling
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Cross-selling is most effective in those situations in which:
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the salesperson and customer have an established relationship
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The effort to sell better-quality products is called:
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upselling
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Salespeople can add value to the sales process by:
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making the purchase convenient
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The best action to take to resolve a customer complaint is:
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one that delights the customer
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An unhappy customer is most likely to complain to:
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potential customers
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Complaints from a customer should be viewed as:
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an opportunity to strengthen the relationship
