When customers are satisfied, it is safe to assume they are both satisfied and loyal. (Session 1)

Customers that have long-term, loyal relationships with Border States have received quality, feel appreciated, are respected, and been provided value. (Session 1)

Both internal and external people are consider customers. (Session 1)

To create an expectational service experiences for customers, it takes every employee-owner working towards a common goal of build loyal customers.  (Session 1)

We define service and sales as:

"A process of identifying and filling needs people have, and creating value for them." (Session 1)

Which is NOT part of a sales and service professional role in working with customers? (Session 1)

Which of the traits includes, "Having clear, specific, written, and shared goals/direction you have planned for your future"? (Session 1)

Which of the traits includes, "Having the ability to take responsibility for achieving your goals." (Session 1)

Which of the traits includes, "Possessing the ability to understand the differences in people, communicative well with people, and understand body language, tone of voice and gestures." (Session 1)

Which of the traits includes, "Possessing the inner strength to understand your emotions and how they influence your actions and behaviors. " (Session 1)

Select the sales alignment area that matches the statement below:

Belief that sales is a noble profession that creates value and helps people. (Session 1, but talked about in Session 4)

Select the sales alignment area that matches the statement below:

Belief that one has the necessary talents and abilities to be successful in service/selling environment. (Session 1, but talked about in Session 4)

Select the sales alignment area that matches the statement below:

A high degree of internal sincerity, conscientiousness and honesty. (Session 1, but talked about in Session 4)

Select the sales alignment area that matches the statement below:

Diligent in performing activities necessary for success. (Session 1, but talked about in Session 4)

Select the sales alignment area that matches the statement below:

The products and services sold will create value for people. (Session 1, but talked about in Session 4)

Which TWO styles tend to be more people/relationship orientated? (Session 2)

Which TWO styles tend to be more task/results orientated? (Session 2)

Which TWO styles tend to be more recognition driven? (Session 2)

Which TWO styles tend to be more security driven? (Session 2)

A TALKER may make decisions based on emotions. (Session 2)

A DOER typically is easy going and steady. (Session 2)

A CONTROLLER may be deliberate and organized. (Session 2)

A SUPPORTER likes to get results fast. (Session 2)

The purpose of the approach step is to reduce customers defensiveness. (Session 2)

Which is NOT an action in the approach step? (Session 2)

The purpose of the interview step is to get to the point so you can tell the customer what they need. (Session 3)

Which is NOT an action in the interview step? (Session 3)

Which of these is NOT part of the Chinese character for listen. (Session 3)

Which is NOT an action in the demonstrate step? (Session 4)

"Distinctive characteristics of the product" are called...(Session 4)

"What the customer will gain by purchasing your products or services" is called...(Session 4)

Customers value... (Session 4)

Customers will start looking at costs faster if you are unable to connect to the value of the product/service. (Session 4)

Cost isn’t always about money. (Session 4)

Scenario: Your customer is currently running on an electrical setup that is as efficient as a rotary phone. They are comfortable with where they are at but they are noticing some delays and want some easy fixes. To guide them to a more advanced solution, you: