3.05 Quiz

When is a salesperson's job done?

• After the sales presentation

• After the deal has closed

• When the item can no longer be returned

• When the customer is satisfied

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

• Presentation

• Department

• Function

• Relationship

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

• Bookkeeping

• Offering valet parking

• Providing store security

• Tracking order status

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

• Forecasts

• Careers

• Communications

• Competition

Customers' service expectations are based on past experiences.

• Based on past experiences

• Dependent on the needs of others

• 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

• Past experience

• Individual needs

• Word-of-mouth information

• Promotion

Quality customer service builds profits through existing customers by generating

• Repeat business

• Product demonstrations

• Compliments

• Discounts

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

• Efficient shipping and delivery

• 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

• Shipping and delivery

• Providing ample product information