BusinessU: Lesson 7 - Customer Management (Drew Bronson)

Closure: When the company converts the potential customer into an official sale; that is when the potential customer becomes a customer.

• True

• False

A complaint is:

• experiences a challenge or general dissatisfaction with a product or service

• suggesting the product

• customer communication that claims there were deficiencies in the product

• None of the above

What is customer service?

• A company's customer service team reacts, responds, and resolves

• the individualized attention provided and available to customers

• Both A & B

• None of the above

Name an additional way to help ensure sale efforts are a success.

• Rapport

• Affinity

• Mirroring

• All of the above

What is suggestive selling?

• Salespeople ask customers if they would like to purchase more products

• The act of current customers referring new potential customers

• Both A and B

• None of the above

What is NOT a step in the sales process?

• Research

• Prospecting

• Preparation

• Communication

Affinity: A personal or emotional connection between a customer and a business

• True

• False

Referrals: The act of current customers referring new potential customers.

• True

• False

Reciprocity: Identifying of potential customers.

• True

• False

Prospecting: A close and harmonious relationship

• True

• False