Go Beyond The Sale

1. When is a salesperson’s job done?

• a. After the sales presentation

• b. After the deal has closed

• c. When the item can no longer be returned

• d. When the customer is satisfied

2. Which of the following words best describes the role of customer service in selling:

• a. Presentation

• b. Relationship

• c. Function

• d. Department

3. Which of the following is an example of the type of customer service a salesperson should

provide:

• a. Tracking order status

• b. Providing store security

• c. Bookkeeping

• d. Offering valet parking

4. Because product quality and price can easily be matched, customer service becomes a key component in business

• a. careers.

• b. communications.

• c. competition.

• d. forecasts.

5. Customers’ service expectations are

• a. dependent on the needs of others.

• b. one size fits all.

• c. based on past experiences.

• d. not affected by promotion.

6. If a customer expects something because his/her friend received it, the customer’s expectation is influenced by

• a. past experience.

• b. word-of-mouth information.

• c. individual needs.

• d. promotion.

7. Quality customer service builds profits through existing customers by generating

• a. repeat business.

• b. compliments.

• c. discounts.

• d. product demonstrations.

8. Reggie’s customer is purchasing a new printer, so he mentions the need to pick up an ink cartridge at the same time. This is an example of

• a. efficient shipping and delivery.

• b. suggestion selling.

• c. providing ample product information.

• d. making only promises that can be kept.

9. Selma’s customer is trying to decide between three different makes of automobiles. Selma gives her the owner’s manual for each, so she can browse through them and learn more. This is an example of

• a. overseeing installation.

• b. suggestion selling.

• c. providing ample product information.

• d. making only promises that can be kept.

10. Which of the following is a presale opportunity for salespeople to provide customer service:

• a. Shipping and delivery

• b. Maintenance and repair

• c. Technical assistance and support

• d. Providing ample product information