Beyond The Sale

When is a salesperson’s job done?

 

 

 

• After the sales presentation

• After the deal has closed

• 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

• Department

• Presentation

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

 

 

• Offering valet parking

   

• Bookkeeping

• Tracking order status

•   Providing store security

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

 

 

•   careers.

• competition.

• forecasts.

•   communications.

Customers’ service expectations are

 

 

 

 

• dependent on the needs of others.

• based on past experiences.

• one size fits all.

• not affected by promotion.

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

 

 

 

 

• individual needs.

• word-of-mouth information.

• past experience.

• promotion.

Quality customer service builds profits through existing customers by generating

 

 

 

• compliments.

• discounts.

• repeat business.

•   product demonstrations.

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.

• efficient shipping and delivery.

• making only promises that can be kept.

• providing ample product information.

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.

•   overseeing installation.

•   making only promises that can be kept.

•   suggestion selling.

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

 

•   Maintenance and repair

• Technical assistance and support

•   Providing ample product information

•   Shipping and delivery