Sales 2 3.01

Why do successful salespeople follow up after making a sale?

• To ensure customer satisfaction

• To increase the size of the sale

• To exercise good sales techniques

• To develop a professional sales presentation

Good salespeople know that their selling efforts should include follow-up

• whether or not they make a sale.

• only after they make a sale.

• if customers give them repeat business.

Retail salespeople usually follow up with customers who

• purchase expensive items.

• visit the store frequently.

• purchase many low-priced items.

• purchase on credit.

Which of the following is usually the most important reason for using follow-up with customers:

• To build customer goodwill

• To meet sales quotas

• To follow the competition's lead

• To increase the rate of commission

One week after getting her car repaired, Lisa received a letter from the dealership asking questions about the service she received. What was the purpose of the dealership's follow-up letter?

As Tom was about to process a customer's order, he realized that some of the information didn't match. Rather than take a chance at processing the order incorrectly, he called the customer to straighten out the problem. What was the purpose of Tom's call?

• To verify the order

• To increase the order

• To provide information

• To get referrals

What is often a benefit to businesses of following up with customers?

• Increased profits

• Increased satisfaction

• Increased trust

• Increased product knowledge

One of the benefits of follow-up to salespeople is that it can

• provide referrals.

• qualify leads.

• replace prospecting.

Customers benefit when salespeople use follow-up activities because the customers

• feel more comfortable with the salesperson.

• increase the opportunities for referrals.

• become more aware of any company problems.

• help the salesperson introduce products.

Which of the following is an inexpensive follow-up activity that permits an immediate, two-way exchange between customer and salesperson:

• Making telephone calls to customers

• Visiting customers

• Sending thank-you notes

• Sending simple questionnaires