Ch.4 Selling & Service (Part A & B)

Customer follow-up is

• Always a good idea, no matter what the situation

• Always a good idea for the customers who spend the most money on a regular basis

• Never a good idea

• Sometimes a good idea depending on the situation

If an appliance or computer is being shipped, you might call the customer to be certain it was delivered on time and in good condition and:

• That the delivery people were courteous and careful

• If the customer really liked the deal you gave him

• If the customer has any friends that might like the item

If you are making a follow-up call, it’s a good idea to call

• during the dinner hour to make sure you contact the customer on the first try.

• in the morning while they are getting ready for work

• their home in the afternoon while they are at work & leave a voicemail if necessary

• their house phone & speak with their spouse

Which of the following items would NOT be an appropriate finishing touch to your service?

• Call the customer to make sure he is satisfied with his purchase

• Send a handwritten note thanking the customer for his business

• Send a postcard thanking a customer for letting you help him select a gift for his wife

• Give the customer your business card and encourage him to return to the store

Which of the following are appropriate reasons for following up with a customer?

• You are curious whether a gift your customer purchased was well received

• You want to know why a customer did not make it in for a special sale

• You finally located an item the customer asked for a while back

• You haven’t seen the customer in a long time and are wondering if she is shopping somewhere else now

Keeping records about customer preferences:

• Will make customers suspicious of your ability to remember details

• Requires an expensive computer system

• Can help you provide more personalized service to returning customers

In your client record system, you should record:

• Customer purchases

• Customer interests

• Follow-up activities

• All of the above

Which of the following statements best describes why a client record system is called a “living” record?

• It should be accessible to anyone who wants to read it

• You should constantly refer to it and update it with new information

• You will spend more time maintaining your records than you do actually serving customers

Information a customer gives you

• Becomes public knowledge & you may share it with other sales associates

• Becomes public knowledge but you can only share it if the customer allows

• Is not public knowledge

• Is not public knowledge but you can share if the customer allows you to share it

Your business card or the sales receipt is a good place to make notes for a customer regarding:

• Your work schedule so the customer can contact you in the future

• The date a special order is due

• An upcoming sale

• All of the above