2.02 Beyond the Sale LAP Test

When is a salesperson’s job done?

 

 

 

• When the customer is satisfied

• When the item can no longer be returned

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

 

 

 

• Function

• Relationship

Which of the following is an example of the type of customer service a salesperson should provide:

 

 

 

 

• Providing store security

• Tracking order status

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

 

 

 

• competition.

• communications.

Customers’ service expectations are

 

 

 

• not affected by promotion.

•   based on past experiences.

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

 

•   individual needs.

• word-of-mouth information.

Quality customer service builds profits through existing customers by generating

 

 

 

• compliments.

•   repeat business.

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

 

 

•   suggestion selling.

•   making only promises that can be kept.

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

•   providing ample product information.

   

• making only promises that can be kept.

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

 

 

 

• Maintenance and repair

• Providing ample product information