Question 1

The follow-up step involves determining what else the customer can do to improve the selling process.

Accepted Answer

The follow-up step typically involves maintaining communication with the customer after a sale to ensure satisfaction and address any issues, rather than focusing on improving the selling process.

Question 2

The three levels of customer relationship marketing are transaction selling, relationship selling, and partnering/consultative selling.

Accepted Answer

These three levels represent a progression from basic transactions focused on single sales, to relationship selling that fosters repeat business, to partnering or consultative selling that involves a deep, strategic engagement with the customer.

Question 3

Follow up after the sale if for the purpose of evaluating the effectiveness of the product.

Accepted Answer

Follow-up after the sale is crucial for evaluating the effectiveness of the product, ensuring customer satisfaction, and identifying areas for improvement.

Question 4

A business friendship differs significantly from a personal friendship.

Accepted Answer

The relationship between a salesperson and a client that revolves around business related issues is referred to as a business friendship. A good business friendship is a relationship much like any of your personal friendships.

Question 5

According to the authors, many people are unsuccessful in sales because they do not have the ability to put their own needs before anyone else's interests.

Accepted Answer

Successful sales often require the ability to understand and prioritize the needs of the customer over one's own immediate interests, focusing on building trust and providing value.

Question 6

The first step of the professional sales call is to analyze the prospect's needs.

Accepted Answer

The first step of the professional sales call is to analyze the prospect's needs in order to understand their pain points and how your product or service can solve them.

Question 7

One of the easiest things a salesperson can do is to care about customers.

Accepted Answer

The answer of One of the easiest things a salesperson...

Question 8

In order to satisfy customers, companies offer customer services such as warranties, credit, speedy delivery, and gift wrapping.

Accepted Answer

These services are part of customer service strategies to enhance satisfaction and loyalty by addressing customer needs and providing added value.

Question 9

A buyer and seller who are at the first stage of business friendship are called acquaintances.

Accepted Answer

This is true. Acquaintances are people who know each other but are not close friends yet. In the context of business, it means that the buyer and seller have not yet established a strong relationship and are still in the early stages of getting to know each other.

Question 10

A salesperson should avoid making personal relationships with clients.

Accepted Answer

Building personal relationships with clients can lead to trust and loyalty, which are crucial for long-term business success and repeat sales.

Question 11

In a relationship, trust increases and wisdom decreases over time.

Accepted Answer

In a healthy relationship, both trust and wisdom should increase over time as partners learn from each other and their experiences together, leading to a deeper understanding and better decision-making.

Question 12

The most important ingredient in building a lasting friendship is perseverance.

Accepted Answer

While perseverance can play a role in maintaining friendships, the most important ingredients are often considered to be trust, mutual respect, and effective communication.

Question 13

Information collected through social media platforms can be integrated with other data captured in CRM systems to assist salespeople to develop appropriate and timely responses to their customers' post-sale service needs.

Accepted Answer

Integrating social media information with CRM systems allows salespeople to gain a comprehensive view of customer interactions and preferences, enabling them to tailor their post-sale service responses more effectively.

Question 14

Customer service refers to the activities and programs the seller provides to make the relationship satisfying for the customer.

Accepted Answer

Customer service is all about meeting and exceeding customers' expectations by providing them with quality support, assistance, and care to ensure a positive experience and satisfaction. It involves offering after-sales services, resolving issues, answering questions, providing guidance, and building strong relationships with customers. It plays a crucial role in enhancing the brand reputation, loyalty, and profitability of businesses.

Question 15

The Core Principles of Professional Selling support the belief that service and follow-up after the sale show that the salesperson really cares about customers.

Accepted Answer

The Core Principles of Professional Selling emphasize building long-term relationships with customers, which includes providing excellent service and follow-up after the sale to demonstrate care and commitment to customer satisfaction.

Question 16

After Helen, a realtor, closes a sale on a house, she usually calls her customers the following week to find out if they are pleased with their new home. This is an example of transaction selling.

Accepted Answer

This is an example of relationship selling, as Helen is maintaining contact and building a relationship with her customers after the sale, rather than focusing solely on the transaction.

Question 17

Service quality is not determined by customer expectations but on organizational metrics.

Accepted Answer

Service quality is determined by measuring the performance against customer expectations. Organizational metrics can be used as a tool to monitor and improve service quality, but ultimately it is the customer's perception that determines the level of service quality.

Question 18

Satisfied customers can help salespeople in making new sales.

Accepted Answer

Satisfied customers often provide positive word-of-mouth, referrals, and testimonials, which can help salespeople build trust and credibility with new prospects, thereby facilitating new sales.

Question 19

Building a lasting business friendship based on mutual trust typically takes time.

Accepted Answer

Building a lasting business friendship based on mutual trust requires time because it involves getting to know each other's values, work ethics, and ensuring reliability and consistency in actions, which cannot be rushed.

Question 20

Companies use products, prices, and service to facilitate relationship marketing.

Accepted Answer

Companies use products, prices, and service as part of their marketing mix to build and maintain relationships with customers, tailoring their offerings to meet customer needs and preferences, thereby facilitating relationship marketing.

Quiz 13: Service and Follow-Up for Customer Retention