What can salespeople do to maintain good relationships with existing customers?
Live up to their promises
Through sales, products are transferred to consumers who can then use them. This is an example of what role of selling?
Adding Utility
Which is a pre-sale opportunity for salespeople to provide customer service?
Providing ample product infomration
Joe is a salesperson who will sometimes forgo a sale in order to satisfy a customer's needs. Carol always attempts to close a sale at all costs. Who is likely to be the more successful salesperson?
Joe because he will get mroe repeat business
What is an effective follow-up activity that salespeople can use to provide good service and develop strong relationships with customers?
Calling to make sure the prodcuts are satisfactory
Using selling to satisfy customers' needs or desires should ensure that the salesperson and the business will both benefit over time from ___.
Repeat business
George sold Sandy a new living room set. What should George do as an effective follow-up to provide good service and develop a strong relationship with her?
Calling to make sure the products are satisfactory
What does a salesperson need to do to be successful in selling?
Learn the features unique to the brands s/he sells
What should employees do to maintain a customer-service mindset?
Devote their full attention to customers
What is one of the benefits to a business of reinforcing service orientation through communication?
Builds positive relationships with customers
Jami research her international customers' buying behavior. Jami wanted to be sure she did NOT make the common mistake to do which of the following actions?
Offend the clients
What are business people who fail to adapt their communication styles to appeal to their international clients likely to do?
Offend the clients
What is a factor that affects a business's selection of policies to guide its operations?
Nature of the business
What is a business what for employees to handle a situation in which they must obtain information requested by customers and call the customers back?
Ask the customers when it would be convenient to call them
What should you do to demonstrate a customer-service mindset in the following situation: An irate business customer yells at you because of a billing error?
Make sure the mistake is corrected
What is one of the purposes of having business policies?
To make sure the business's actions are consistent
What should help business people adapt their communication styles to appeal to clients from other cultures?
Being patient, flexible, and empathetic
A customer asked you several questions about the new expandable notebooks. So that you address the customer/s questions correctly, what should you do?
Make sure you clearly understand customers' inquireies
What is a guideline for employees to follow in handling customer inquires?
Make sure you clearly understand customers' inquiries
How do service-oriented companies often improve their levels of service?
By requesting input through employee and customer surveys
A customer buys a CD player and receives a printed warranty card stating the action the company will take if the CD player does not work properly. This is an example of a(n) ___ warranty.
Express
Any business that transports goods across state lines must comply with standards set by
Government agencies
When products are graded by nongovernmental agencies, the grading is
Voluntary
How does the use of grades and standards affect the buying and selling process?
It enables customers to buy without having to inspect each product
Why do many professional organizations develop standards for their members to follow?
To promote product safety
Terri purchases a new car and expects for the entertainment system to work smoothly. Which warranty is Terri expecting to be fulfilled?
Implied
Which is an example of an implied warranty?
A customer buys a toaster and assumes it will toast bread
What is a purpose of warranties and guarantees?
To protect the producer and the seller
A business's brand promise is what the business intends to
Provide the customer
What is and example of an employee reinforcing a firm's image through his/her job performance?
Jack politely asks if his customer would like to a beverage while s/he waits for car service
One way of reinforcing the company's image through employee performance is by making sure employees have
Thorough knowledge of the products
What will probably happen to a business if it continuously fail to deliver on its brand promise?
Lose credibility
One way a company can reinforce its image is by
Training its employees
When a business publicly pledges to provide all of its customers with quick, courteous service, what is it doing?
Making a brand promise
John communicates through all advertisements that his employees go through extensive training. What is John doing?
Making a brand promise
Which of the following is a policy that the WNJ Company might implement to reinforce its image as an efficient and responsive business?
Requiring employees to respond to customer inquires withing 24 hours
How does a feature-benefit chart help a salesperson?
Provides a quick reference to the salesperson about the product
What type of product information might a salesperson be able to obtain from a manufacturer's representative?
How the product is made
When salespeople explain the benefits of a technical product, what questions are they answering for customers?
What's in it for me?
Geri asked a salesperson about some features of the new Samsung Android cellular telephone. Since the salesperson was not aware of the features, what should he do?
Ask an available, experiences employee
Josh wants to know more about the benefits of his new iPad. What about the iPad does he want to know?
What's in it for me?
A customer asks a specific product question that a new salesperson cannot answer. What should the new salesperson do?
Ask an available, experienced employee
What is a product benefit that a salesperson might point out to a customer who wants to buy a computer?
Pre-installed software saves money
A customer interested in buying an expensive product asks a question you can't answer. The customer leaves without buying but promises to come back later. The only other person who has the information you need is coworker who is helping a customer. What s
Ask your coworker for the information as soon as his/her customer leaves