Question 1

The purpose of the follow-up communication between customer and salesperson is to express thanks for the order and to:

Accepted Answer

The follow-up communication is mainly to determine if the customer is satisfied with the purchase. While introducing related products and services can be a part of the conversation, it should not be the main purpose. Requesting referrals, ensuring correct installation, and completing call card forms can also be important, but they are not the primary purpose of follow-up communication.

Question 2

A bank customer who has a home equity loan might be contacted and asked to consider purchase of a mutual fund is an example of ________.

Accepted Answer

Cross-selling is when a salesperson tries to sell additional products or services to a customer who is already buying something. In this scenario, the salesperson is trying to get the customer to purchase a mutual fund in addition to their existing home equity loan, making it an example of cross-selling.

Question 3

When customers do complain by telephone or in person,the sales representative should:

Accepted Answer

Encouraging customers to express their feelings when they complain is an important way to show empathy and understanding. This can help de-escalate the situation and make the customer feel heard and valued. Changing the topic or ignoring the complaint can make the customer feel ignored or disrespected, while expressing one's own opinion can come across as defensive or dismissive. Giving free products may be appropriate in some situations, but it should not be the first response to a complaint.

Question 4

The major advantage of a telephone call over written correspondence is that:

Accepted Answer

Telephone calls allow for immediate feedback and interaction between the two parties, whereas written correspondence may require several exchanges before a resolution is reached. This two-way communication also allows for clarification and discussion of the details of the conversation.

Question 5

Customer complaints should be viewed by the marketer as:

Accepted Answer

Customer complaints can provide valuable information about areas in need of improvement within a company's products or services. It also gives a chance for the company to showcase their commitment to customer service by addressing the complaint in a timely and effective manner. Ignoring or downplaying customer complaints can lead to long-term problems and negative impacts on a company's reputation.

Question 6

Which of the following is a major guideline that should be considered when using suggestion selling?

Accepted Answer

It is important to first identify and satisfy the customer's primary need before making any suggestion. This ensures that the customer feels listened to and respected and is more likely to be open to the suggestion.

Question 7

Jill has called on Marcia's Cosmetics for several years.She has always been friendly to Marcia but treated the other staff with indifference.When Marcia retired,Jill lost the account for what key reason(s)?

Accepted Answer

Jill's failure to develop good personal relationships with key people was the reason for her losing the account. Marcia may have been the key decision maker, but it's important for sales representatives to develop relationships with all people involved in the decision making process. Jill's indifference towards other staff members may have caused them to be less enthusiastic about recommending her products to the new buyer, resulting in the loss of the account.

Question 8

Which of the following is not an appropriate activity for a salesperson while their customer is complaining:

Accepted Answer

Determining if a complaint is real or imagined is not appropriate because it can invalidate the customer's feelings and concerns, implying mistrust. Listening, encouraging expression, accepting responsibility, and sharing viewpoints are all constructive approaches to addressing complaints.

Question 9

Selling a product that is not directly related to the product you have sold to a customer is called:

Accepted Answer

Cross-selling is a sales technique where a salesperson offers additional products or services to a customer who has already made a purchase. It is not unethical if done appropriately and can actually improve customer satisfaction and increase revenue for the seller. Referral selling is when a seller asks customers for referrals to other potential customers. Customer service is the process of providing support and assistance to customers. Suggestion-selling is a type of selling where a salesperson suggests higher-priced products or complementary products to the customer. While similar to cross-selling, suggestion-selling typically involves selling within the same product category.

Question 10

Customer complaints can be valuable because:

Accepted Answer

Customer complaints can provide valuable information about the areas in which the company needs to improve or make changes. This feedback helps the company to identify and address issues that may be affecting customer satisfaction and loyalty, ultimately leading to improvements in the products or services offered.

Question 11

When negotiating customer complaints,the salesperson should:

Accepted Answer

Giving the customer the opportunity to disclose their feelings shows that the salesperson is listening and empathetic. This can help to deescalate the situation and find a solution that satisfies the customer. Pointing out fallacies, avoiding expressing one's own point of view, or dismissing the complaint as imagined can all make the situation worse. Asking the customer not to tell others about their frustrations is not relevant to addressing the complaint.

Question 12

Full-line selling,cross-selling and upselling are part of ________.

Accepted Answer

Full-line selling, cross-selling, and upselling are all strategies used in expansion selling, which focuses on increasing sales and revenue by selling more to existing customers or expanding to new markets. Value selling, transaction selling, partnering, and customer service are all important components of overall sales and business strategies, but they do not specifically refer to these specific tactics.

Question 13

The main reason customers welcome cross-selling is because:

Accepted Answer

Customers welcome cross-selling mainly because of the convenience it offers by allowing them to purchase several items from the same source, making their shopping experience more efficient and streamlined. While price discounts and customer loyalty may also be factors, they are not the primary reason customers welcome cross-selling. Special favors from the sales person or integrated systems are also not significant factors in customers' reception of cross-selling.

Question 14

In recent years,we have discovered that unhappy customers:

Accepted Answer

Studies have shown that a significant percentage of unhappy customers do not actually complain to the company or provide feedback. This means that businesses may have a larger number of dissatisfied customers than they realize, which can be detrimental to their reputation and bottom line.

Question 15

According to Theodore Levitt,author of The Marketing Imagination,people buy:

Accepted Answer

According to Theodore Levitt, people buy the expectations of benefits that the product promises. This means that customers are not just buying the physical product itself, but the benefits and solutions that it can provide for them. Therefore, providing clear communication of these benefits is crucial to attracting and retaining customers.

Question 16

The follow-up method that may produce the best result is a:

Accepted Answer

A personal visit allows for face-to-face interaction, which can be more effective in building relationships and closing deals than other forms of follow-up communication. It also shows a higher level of commitment and effort on the part of the salesperson. However, it may not be feasible or appropriate in all situations.

Question 17

All of the following are appropriate suggestion selling methods except:

Accepted Answer

Suggesting low-cost options is not typically considered a method of suggestion selling because the goal of suggestion selling is to enhance the customer's purchase with additional or complementary products, which often involves suggesting items that add value rather than focusing on lower cost.

Question 18

A form that serves as a communications link with persons who can assist with customer service is called a:

Accepted Answer

The answer of A form that serves as a communications...

Question 19

The age of information has ushered in a series of initiatives that affect the daily work of salespeople.One of these developments is that salespeople are spending more time monitoring:

Accepted Answer

The answer of The age of information has ushered in...

Question 20

The most costly follow-up method is a:

Accepted Answer

A personal visit involves expenses for travel, time, and effort. It is the most costly form of follow-up, but it also has the potential to be the most effective. In-person communication allows for a more personal and direct connection, which may yield better results in terms of establishing relationships and closing deals. However, the choice of the follow-up method ultimately depends on the specific situation and the relationship between the parties involved.

Quiz 15: Servicing the Sale and Building the Partnership