Ch 15 Flashcards
________ is a major dimension of the selling process, with the objectives of providing maximum customer satisfaction and establishing a long-term partnership.
Servicing the sale
Satisfied customers become ________.
an auxiliary sales force
Being a salesperson who ________ is a major factor underlying repeat sales.
is a customer advocate
Increased customer expectations, after the sale is closed, requires ________.
a strategic plan for servicing the sale
It can be four to five times more expensive to _____.
find a new customer
In the new millennium, ________ has become a primary value-add function.
customer service
Salespeople are in a unique position to enhance ________, the two major contributors to relationship quality.
customer satisfaction and trust
The five important service behaviors that enhance customer satisfaction and trust are ________.
diligence, information communication, inducements, empathy, and sportsmanship
________ are used to enhance customer service, loyalty, and growth.
Computer-based systems
The use of technology can help the salesperson ________.
establish a more personal relationship with the customer
High-performance salespersons do not abdicate responsibility after the sale. They continue to strengthen the partnership with ________.
follow-up, follow-through, and expansion selling
A major key to an effective customer service strategy is follow-through. Key ways a salesperson can add value with follow-through include ________.
making credit arrangements, scheduling deliveries, and preventing post-sale problems
Personal visits, telephone calls, email messages, letters and cards, and call reports are examples of ________, which strengthen the partnership and add value.
follow-up
Properly managing customer relationships _____.
enhances customer value creation
Expansion selling includes ________.
full-line selling, cross-selling, and upselling
CRM technology offers new ways to ________.
save time in addition to enhancing and extending relationship-rich conversations
A type of expansion selling, full-line selling, is also called ________, which is the process of attempting to sell products or services that are related to the main item already sold to the customer.
suggestion selling
________ involves selling products that are not directly associated with products that you have sold to an established customer.
Cross-selling
To achieve success with cross-selling, you need to use ________.
survey questions and probing questions
An important selling method that often adds value and is an effort to sell better quality products is known as ________.
upselling
Dealing effectively with an unhappy customer should be thought of as an opportunity to ________.
strengthen the business relationship
When dealing with an unhappy or angry customer, it is important to first ________.
give him or her every opportunity to disclose his or her feelings
A key thing to keep in mind about complaints is that ________.
problems exist when the customer perceives they exist
Briefly summarize what seems to be the customer’s major concern and ________.
express a sincere desire to find ways to solve the problem
In resolving customers’ problems, don’t just do what is expected, but ________.
delight the customer by exceeding their expectations
