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Exam 15: Servicing the Sale and Building the Partnership

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Question 31

Multiple Choice

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Quick & Reilly,a financial services company,was able to increase sales by 35 percent by implementing which of the following programs?

A) cross-selling
B) customer service
C) full-line selling
D) value reinforcement
E) upselling

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Question 32

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Research indicates that about half of lost customers leave due to price considerations.

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Question 33

Multiple Choice

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John Bieland, the equipment buyer for Great Lakes Manufacturing, purchased two large riveting machines from Hoseke Corporation's sales representative, Lindell Ross. Because of a clerical error, the machines shipped a day later than scheduled, which put the delivery truck in the middle of a blizzard that shut down roads for several days. By the time the machines were delivered by Hoseke Corporation, they were a full week late. John Bieland sends an e-mail to Lindell, cc'ing the CEOs of Great Lakes Manufacturing and Hoseke Corporation, expressing his dissatisfaction. -Is there a way Lindell could have managed this situation better?

Salespeople should most likely do which of the following when a product is delivered to a customer?

The best action to take to resolve a customer complaint is to:

Business meetings in Russia typically start on time because Russians value punctuality.

The moment of ________ refers to a situation when customer expectations are not met.

A salesperson should plan for full-line selling during the preapproach step of the sales process.

With business-to-business selling,responsiveness and reliability are essential service behaviors.

An unhappy customer is most likely to complain to:

Alana Pierce is the director of Membership Programs for the Tammerline Zoo. She develops the programs and sells them to zoo visitors. The programs are tiered and include discounts and special perks for members. -Alana has seen research showing that members who are contacted"meaningfully"at least once a month are more likely to renew their memberships. What form of contact would zoo members be most likely to find meaningful each month?

List and describe the five major customer follow-up strategies.

According to Ted Levitt,author of The Marketing Imagination,people buy the:

A group of people who recommend customer-driven organizations to others could be called:

Gail Sayers is a sales representative with Countrywide Transport, a company that provides chartered flights—airplanes, pilots, staff, and services—to client groups. She has just closed a large sale of several flights each week for four months to a service organization of Orthodox Jewish college students. The students are sent on work service projects all across the United States. The first flights will begin one week after the closing date. -Which of the following would most likely help Gail prevent postsale problems?

________ involves selling products that are not directly related to products that you have sold to an established customer.

Alana Pierce is the director of Membership Programs for the Tammerline Zoo. She develops the programs and sells them to zoo visitors. The programs are tiered and include discounts and special perks for members. -Which of the following is a simple tool that would most likely ensure that Tammerline Zoo provides excellent customer service?

A"moment of truth"can be described as a situation where the customer's expectations were met.

Gail Sayers is a sales representative with Countrywide Transport, a company that provides chartered flights—airplanes, pilots, staff, and services—to client groups. She has just closed a large sale of several flights each week for four months to a service organization of Orthodox Jewish college students. The students are sent on work service projects all across the United States. The first flights will begin one week after the closing date. -Gail is always striving for the"moment of magic"with her clients. This means:

Alana Pierce is the director of Membership Programs for the Tammerline Zoo. She develops the programs and sells them to zoo visitors. The programs are tiered and include discounts and special perks for members. -A member contacts Alana to complain about parking. Every time she brings her children to the zoo,the members-only parking lot is full,and she is forced to park farther away in the general admission parking lot. When Alana receives such calls,she should most likely: