Service And Follow-up For Customer Retention

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Questions Bank

The Life,Times,and Career of the Professional Salesperson
Relationship Marketing: Where Personal Selling Fits
Ethics First Then Customer Relationships
The Psychology of Selling: Why People Buy
Communication for Relationship Building: Its Not All Talk
Sales Knowledge: Customers,Products,technologies
Prospecting the Lifeblood of Selling
Planning the Sales Call Is a Must
Carefully Select Which Sales Presentation Method to Use
Begin Your Presentation Strategically
Elements of a Great Sales Presentation
Welcome Your Prospects Objections
Closing Begins the Relationship
Service and Follow-Up for Customer Retention
Time,Territory,and Self-Management: Keys to Success
Planning,Staffing,and Training Successful Salespeople
Motivation,Compensation,Leadership,and Evaluation of Salespeople

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Question 1

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

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Question 2

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The Golden Rule of Selling supports the belief that service and follow-up after the sale show that the salesperson really cares about customers.

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Question 3

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According to the text,wisdom and knowledge are synonyms.

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Question 4

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Closing ends the relationship between a salesperson and a customer.

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Question 5

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Follow-up refers to maintaining contact with a customer in order to evaluate the effectiveness of the product and the satisfaction of the customer.

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Question 6

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Caring for people is the beginning of sales wisdom.

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Question 7

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After a sale has been made,there is no need for the salesperson to maintain relations with the customer.

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Question 8

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A salesperson gains wisdom by trusting others and learning from mistakes.

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Question 9

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A business friendship differs significantly from a personal friendship.

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Question 10

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

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Question 11

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Acquaintances experience low levels of wisdom and trust.

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Question 12

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The third level of relationships,intimate friends,applies to personal relationships but not business relationships.

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Question 13

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The steps involved in developing a friendship are self-appraisal,acknowledgement,attending,and talking.

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Question 14

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

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Question 15

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According to the text,one of the easiest things a salesperson can do is to care about customers.

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Question 16

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According to the text,the most important ingredient in building a lasting friendship is perseverance.

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Question 17

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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.

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Question 18

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The three levels of customer relationship selling are transformation selling,relationship selling,and partnering.

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Question 19

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Partnering refers to working continually to improve the customer's operations,sales,and profits.

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Question 20

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Relationship marketing involves using promotions and service to create customer loyalty.

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