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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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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 email to Lindell,cc'ing the CEOs of Great Lakes Manufacturing and Hoseke Corporation,expressing his dissatisfaction. -How should Lindell best help John to understand that the late delivery was not his fault?

A) Lindell should email John copies of news stories about the blizzard.
B) Lindell should ask the head of shipping to call John and take responsibility for the late delivery.
C) Lindell shouldn't worry about making John understand and should just refund his money.
D) Lindell shouldn't worry about making John understand and should just apologize and let John express his feelings.
E) Lindell shouldn't worry about making John understand and should try to sell John another machine.

F) A) and B)
G) A) and C)

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Question 32

Multiple Choice

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The major advantage of a telephone call over written correspondence is that:

A) it is cheaper
B) less time is involved
C) it offers spontaneity
D) the buyer is a "captive audience"
E) two-way communication is involved

F) B) and E)
G) B) and C)

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Question 33

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

The purpose of the follow-up communication between customer and salesperson is to express thanks for the order and to:

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:

Surveys show that poor service and lack of follow-up after the sale,both potentially value-adding activities,are the primary reasons customers stop buying from a salesperson.

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 email to Lindell,cc'ing the CEOs of Great Lakes Manufacturing and Hoseke Corporation,expressing his dissatisfaction. -After this crisis is resolved,what should Lindell do?

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

The effort to sell better-quality products is 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. -Gail ensures that all the meals served on the flights for the Orthodox Jewish client group are Kosher certified.This is most likely an example of which of the following?

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 actions by Alana would most likely provide a moment of magic for new members of the zoo?

When dealing with customer complaints,the salesperson should most likely:

Cross-selling is most effective in those situations in which the:

An unhappy customer is most likely to complain to:

According to sales trainer Tony Alessandra,there are three possible service outcomes.Which one should salespeople strive for?

Cross-selling involves selling products that are directly related to products that you have sold to an established customer.

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

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. -In addition to free events for members only,Alana works with the zookeepers to create paid members-only events,such as marine mammal feeding sessions.This most likely creates which of the following?

Which of the following is a current development in customer service?

With full-line selling,it is beneficial to use demonstration or sales tools to build customer interest in the suggested item.