Test Bank Ch.13 Service and Follow-Up for Customer Retention

ABC's of Relationship Selling, 13e (Futrell)

Chapter 13 Service and Follow-Up for Customer Retention

1) According to the authors, many people are unsuccessful in sales because they do not have the ability to put their own needs before anyone else's interests.

2) The Core Principles of Professional Selling support the belief that service and follow-up after the sale show that the salesperson really cares about customers.

3) The follow-up step involves determining what else the customer can do to improve the selling process.

4) Follow up after the sale if for the purpose of evaluating the effectiveness of the product.

5) The first step of the professional sales call is to analyze the prospect's needs.

6) One of the easiest things a salesperson can do is to care about customers.

7) Customer service refers to the activities and programs the seller provides to make the relationship satisfying for the customer.

8) In order to satisfy customers, companies offer customer services such as warranties, credit, speedy delivery, and gift wrapping.

9) Service quality is not determined by customer expectations but on organizational metrics.

10) A business friendship differs significantly from a personal friendship.

11) A salesperson should avoid making personal relationships with clients.

12) Building a lasting business friendship based on mutual trust typically takes time.

13) In a relationship, trust increases and wisdom decreases over time.

14) A buyer and seller who are at the first stage of business friendship are called acquaintances.

15) The most important ingredient in building a lasting friendship is perseverance.

16) The three levels of customer relationship marketing are transaction selling, relationship selling, and partnering/consultative selling.

17) After Helen, a realtor, closes a sale on a house, she usually calls her customers the following week to find out if they are pleased with their new home. This is an example of transaction selling.

18) Companies use products, prices, and service to facilitate relationship marketing.

19) Satisfied customers can help salespeople in making new sales.

20) Information collected through social media platforms can be integrated with other data captured in CRM systems to assist salespeople to develop appropriate and timely responses to their customers' post-sale service needs.

21) Customers often visit social media platforms such as Facebook and LinkedIn to post their grievances and expect the selling organizations to respond quickly.

22) A salesperson may use the sales technology to track a customer's inbound calls that ask for support and thus help resolve a service issue.

23) Service is the next to last step of the selling process.

24) Salespeople can convert follow-up and service situations into sales.

25) Account penetration is defined as obtaining maximum sales from an account or a prospect.

26) Account penetration refers to the ability to work and contact people throughout the account to discuss your product.

27) The more a salesperson penetrates an account the greater the chances of maximizing sales within the account.

28) Distribution of the number of products in a product line can determine the extent of account penetration.

29) The most productive number of calls to make on an account is reached when additional calls do not lead to additional sales.

30) A professional salesperson will wait a couple of days before handling any customer complaint, because customer complaints often become less significant with the passage of time.

31) By sending greeting cards, the salesperson shows his appreciation for the customer's business.

32) If a salesperson learns that a customer has been lost to a competitor, it is best to visit the customer and discuss the serious mistake that has been made.

33) The customer should be given the benefit of doubt even if the salesperson feels that the customer is dishonest.

34) Caring for people is the beginning of sales wisdom.

35) According to the text, wisdom and knowledge are synonyms.

36) A salesperson gains wisdom by trusting others and learning from mistakes.

37) Which of the following is most likely NOT an example of the follow-up step of the selling process?

A) A salesperson evaluating the effectiveness of a product after the sale.

B) A salesperson calling a prospect for a buying decision about a product.

C) A salesperson conducting a customer satisfaction survey 3 months after the sale.

D) A salesperson addressing a customer complaint immediately and appropriately.

E) A salesperson sending a thank-you note to a customer for a recent product purchase.

38) According to the text, the development of a strong relationship between the salesperson and the prospect begins:

A) with the follow-up.

B) when the salesperson analyzes the customer's needs.

C) when the first order is placed.

D) when all objections have been handled.

E) when the customer is presented with product benefits.

39) A salesperson who wants to build a caring relationship with a potential key account has analyzed the customers' needs and explained product benefits. Next, the salesperson should:

A) provide follow-up service.

B) develop an account penetration program.

C) gain a commitment to buy.

D) wait for the buyer to close the sale.

E) look for other needs to analyze.

40) If a salesperson sincerely wants to establish a caring relationship with a potential key account, the salesperson should:

A) view the selling process as continuous.

B) engage in transaction selling.

C) assume the selling process has a distinct beginning and ending.

D) internalize the buyer's organizational culture.

E) engage in relationship transformation selling.

41) Which of the following is LEAST likely an example of customer service?

A) Five-year warranty

B) Next-day delivery

C) Free gift wrapping

D) Wholesale price

E) Covered parking

42) ________ refers to the activities and programs provided by the seller to make the relationship satisfying for the customer.

A) Customer service

B) Customer satisfaction

C) Transaction selling

D) Transfer pricing

E) Marketing mix

43) Rick Lee, a milk deliveryman in New York, delivers dairy products to 200 customers weekly. The quality of the service Rick provides to his customers is based on customer expectations. All of the following determine the expectations of Rick's customers EXCEPT:

A) customer needs for fresh milk delivered weekly.

B) customer experiences with milk from a grocery store.

C) Rick's ability to provide the anticipated dairy products.

D) word-of-mouth comments about Rick's product and service.

E) changing shifts in demand for local produce and dairy products.

44) The relationship between a salesperson and a client that revolves around business-related issues is referred to as a:

A) sales team.

B) buying center.

C) business friendship.

D) reciprocal relationship.

E) partnering opportunity.

45) Which of the following statements about a friendship is most likely true?

A) Business friendship revolves around business related issues.

B) The nature of business friendship is different from personal friendship.

C) A close friendship with a client is considered unethical and unprofessional.

D) Maintaining a casual relationship with the customer is not recommended.

E) Business friendship cannot be built in the same way one builds personal friendship.

46) The first level of relationship in a business friendship is:

A) associates.

B) confidantes.

C) companions.

D) acquaintances.

E) adversaries.

47) The second level of relationship in a business friendship is:

A) colleagues.

B) comrades.

C) companions.

D) friends.

E) associates.

48) ________ are people whose names you know, whom you see occasionally and of whom you may know little about even if you've known them for a long time.

A) Intimate friends

B) Strategic alliances

C) Friends

D) Acquaintances

E) Companions

49) The third level of relationship in a business friendship is:

A) intimate friendship.

B) strategic alliance.

C) joint venture.

D) reciprocal alliance.

E) companionship.

50) Which type of relationship involves a medium degree of trust and wisdom?

A) Formal contacts

B) Intimate friends

C) Friends

D) Acquaintances

E) Associates

51) As a relationship grows:

A) trust increases and wisdom decreases.

B) trust decreases and wisdom increases.

C) trust and wisdom increase.

D) trust and wisdom decrease.

E) trust and wisdom remain the same.

52) As friends become intimate friends, all of the following happen EXCEPT:

A) acknowledgement.

B) suppression.

C) self-disclosure.

D) communication.

E) attentiveness.

53) Stephen, a senior salesperson of a software firm, is calling on an acquaintance, the CEO of a manufacturing firm. During the sales call, Stephen should most likely avoid:

A) mentioning his family life.

B) summarizing the CEOs comments.

C) making eye contact with the CEO.

D) invalidating the CEO's opinions.

E) exhibiting knowledge of his product.

54) A good relationship with the client can be maintained if the:

A) client takes full control.

B) client outdoes the salesperson.

C) salesperson outdoes the client.

D) salesperson changes the client's mind on issues.

E) roles and expectations of each person are defined.

55) What is the most basic level of customer relationship marketing?

A) Transaction selling

B) Relationship selling

C) Account selling

D) Networking

E) Partnering/consultative selling

56) Sam Utley drives to a local convenience store to purchase milk. The store that sells milk to Utley most likely engages in ________ selling.

A) benefit

B) relationship

C) partnership

D) transformational

E) transaction

57) Hank Farren is a salesperson at Outdoor World. He uses his time when there are no customers in the store to telephone people who have purchased camping, hunting, and fishing equipment from him recently to determine if they are satisfied and have future needs. This is an example of ________ selling.

A) benefit

B) relationship

C) partnership

D) involved

E) transaction

58) When the salesperson sells to customers and does not contact them again, the process is known as:

A) follow up.

B) transaction selling.

C) transfer selling.

D) relationship selling.

E) technology selling.

59) Anita Ramirez, a florist, sends e-mails to customers to make sure that the flowers they ordered were fresh and delivered on time. Anita is most likely engaging in:

A) transaction selling.

B) Partnership/consultative selling.

C) relationship selling.

D) strategic marketing.

E) benefit marketing.

60) A seller who seeks to determine if a customer is satisfied and has future needs is most likely engaged in:

A) customer satisfaction.

B) transaction selling.

C) transfer pricing.

D) relationship selling.

E) technology selling.

61) When a seller works continually to improve a customer's operations, sales, and profits, that seller is practicing which level of relationship marketing?

A) Benefit selling

B) Alliance selling

C) Partnering/consultative selling

D) Involvement selling

E) Transaction selling

62) ________ marketing is based on the idea that important customers require constant attention.

A) Transaction

B) Relationship

C) Quality

D) Transformational

E) Partnership

63) Customer relationship marketing is the key to:

A) long-term strategic planning.

B) organizational development.

C) upholding warranties.

D) retaining customers.

E) delivering products.

64) Customer satisfaction refers to:

A) the total shopping experience.

B) a feeling towards the purchase.

C) an expectation about the product.

D) activities intended to retain buyers.

E) marketing experiences prior to purchase.

65) Perceived purchase satisfaction is:

A) the salesperson's product perception.

B) a positive feeling towards the product.

C) based on actual product performance and customer service.

D) the difference between product expectation and actual experience.

E) the expected satisfaction level of a product at a particular design stage.

66) All of the following represent the best practices to excellent post-sales service EXCEPT:

A) Understand the policies of the buying firm.

B) Coordinate the needed resources (within the salesperson's firm) to enable excellent execution.

C) Continually learn about the customer's business.

D) Avoid any communication related to changes to product, pricing, delivery, etc.

E) Follow-up with the buyer.

67) What are the elements of the circular relationship in managing a sales call?

A) Preapproach, presentation, and close.

B) Approach, presentation, and close.

C) Planning, implementation, and documentation.

D) Planning, implementation, and evaluation.

E) Presentation, close, and follow up.

68) Peter is a sales engineer of Turner Associates, a machine tool manufacturer. During his routine visit to a customer's house, Peter finds out that the customer has a fresh requirement for two lathe machines. According to the text, Peter should move back to the ________ stage in relationship selling for the new machines.

A) approach

B) presentation

C) trial close

D) close

E) preapproach

69) Which step in relationship selling is critical in confirming that a customer is satisfied?

A) Follow-up

B) Prospecting

C) Presentation

D) Objection handling

E) Close

70) Successful account penetration:

A) requires a salesperson to develop a third level business friendship with all members of the buying center.

B) makes gatekeepers and influencers nonessential members of the buying center.

C) can only occur with new-task buying.

D) is derived from the salesperson's ability to work and contact people throughout an account.

E) relies on team selling.

71) ________ refers to a salesperson's ability to contact people throughout an account to discuss a product.

A) Order taking

B) Sales power

C) Order getting

D) Missionary work

E) Account penetration

72) Which of the following measures is NOT used to determine how well a salesperson has penetrated an account?

A) Number of referrals earned from the account

B) Product distribution within the account

C) Sales growth in the account

D) Advertising activity

E) Allotted shelf space

73) Hughes Browning sells a waste disposal system that is used in hospitals, nursing homes, and places where the transfer of bodily fluids is a concern. Hughes maintains contact with different levels of people in his customer's business and discusses the product with all of them. This behavior of Hughes can be termed as:

A) total account management.

B) total sales management.

C) account penetration.

D) contact management.

E) supply chain management.

74) A photocopier salesperson is trying to determine how often he should call on a new account in order to provide proper service. He most likely has to consider all of the following EXCEPT:

A) present and potential sales.

B) servicing needs of purchased products.

C) number of product lines sold to the account.

D) number of orders expected annually from the account.

E) the necessity and cost of overnight travel to visit the account.

75) A salesperson should consider ________ when determining how often to call on an account.

A) present and potential sales to the account

B) the gender and age of the customer

C) number of employees in the organization

D) the account's mission statement

E) the company's revenue figures for the previous year

76) When determining how frequently to call a customer, a salesperson should primarily base the decision on the relationship between sales volume and sales calls, which is known as the:

A) prospecting component.

B) sales investment factor.

C) account penetration.

D) response function.

E) opportunity cost.

77) Charles Landon sells software to large manufacturing firms. He strives to convert prospects into customers. After customers have purchased from Charles, what is the LEAST likely action he should take if he wants to ensure future sales?

A) Keeping service promises

B) Increasing account penetration

C) Contacting the account regularly

D) Asking about the prices offered by competitors

E) Providing the customer with problem-solving ideas

78) The amount of sales time a salesperson should spend with an account should be determined by:

A) the strength of relationship with the client.

B) the time required to travel to the customer's place.

C) the value of the business from the account.

D) the number of years the account has been a customer.

E) the similarity of the customer's needs with those of other accounts.

79) The most productive number of sales calls to make on a customer has been reached when:

A) additional calls do not result in additional sales.

B) demand equals supply.

C) the customer has purchased a product.

D) the salesperson is working five full days per week.

E) the total cost of sales calls equals the value of the business from that customer.

80) What is exhibited by a salesperson who handles customer complaints promptly?

A) Organizational skills

B) Schedule flexibility

C) Business friendship

D) Care for the customer

E) Desire for account penetration

81) A salesperson who provides a client with money-saving products and problem-solving ideas is serving the role of:

A) friend.

B) adviser.

C) adversary.

D) negotiator.

E) acquaintance.

82) Imagine that you are selling plumbing supplies to buyers at a do-it-yourself chain of stores. When you have converted a prospect into a customer, you should:

A) reduce your account penetration.

B) leave the customer alone unless you have a new product.

C) avoid involvement in small complaints between your customer and your company's accounting department.

D) always do what you say you will.

E) expect to be treated very well when you make a sales call.

83) Time invested in an account by a salesperson should be directly proportional to the:

A) number of complaints the customer has.

B) potential sales represented by the account.

C) number of products the company manufactures.

D) turnover experienced by the customer.

E) price of the product or service.

84) To show how much he appreciates the business of a regular customer, Claude, a software salesperson, should do all of the following EXCEPT:

A) send information about problems with competing products.

B) call the customer when he solves a customer problem.

C) send greeting cards for birthdays and other special occasions.

D) write congratulatory notes to customers who receive awards.

E) e-mail information about relevant product modifications.

85) Abraham is a salesperson for a company that manufactures patio furniture. Why does Abraham most likely mail his retail customers birthday, holiday and special occasion cards containing seed packs?

A) To encode his message of service

B) To show appreciation to his customers

C) To create word-of-mouth advertising

D) To express non-verbal communication

E) To meet customers' supply needs

86) A Nike salesperson is informed by a retailer that ten pairs of shoes are damaged and cannot be sold. After looking at the merchandise, the salesperson determines the damage occurred during the packaging process. What should the Nike salesperson do to handle this situation?

A) Apologize to the client and state that the problem will not happen in the future.

B) Inform the client that these kinds of losses are common in retail business.

C) Try to convince the customer to buy some new merchandise.

D) Help the customer dump the unsalable inventory.

E) Return the merchandise and provide a refund.

87) A salesperson would most likely refuse to handle a complaint if the:

A) customer is wrong.

B) customer is being dishonest.

C) customer complaint is about discounts.

D) customer says that the product delivered is unsalable.

E) customer complains that the quality of the product is low.

88) Which of the following is NOT a reason why a customer might be dissatisfied with a product?

A) Product delivered was different from the one ordered.

B) Product was not delivered by the specified date.

C) The product performed an additional, unadvertised function.

D) Customer believed the product could perform a function that it cannot.

E) Discounts offered by the salesperson were not given by the manufacturer.

89) When is a customer most likely to make a complaint?

A) The customer is told his shipment has been backordered.

B) The product has more features than the customer believed it would.

C) The customer received a greater discount on the product than expected.

D) The product quality is higher than expected.

E) The product arrives on the date specified in the contract.

90) After losing a client to a competitor, a salesperson should strive to:

A) call the customer every day to schedule a sales presentation.

B) criticize competitors during a meeting with the customer.

C) request an arbitrator to negotiate a new contract.

D) determine the reason for losing the account.

E) categorize the client as an orphan account.

91) The electrical parts salesperson can respond to the fact that she has lost one of her big accounts to a competitor in all of the following ways EXCEPT:

A) visiting the customer quickly and find out why she changed to a competitor.

B) letting the customer know she appreciated the past business she received.

C) being curt and refusing to talk to the customer.

D) treating the former customer like a prospect.

E) telling the customer she can meet future needs.

92) How should a salesperson respond to a loss of sale or the loss of an entire account to a competitor?

A) Criticize the competition's product that the customer has bought.

B) Tell the customer that the other company makes poor products.

C) Tell the customer how unethical the competitor is.

D) Thank the customer for past business dealings.

E) Stop calling the account entirely.

93) When the office supply salesperson loses an account to a competitor, he should:

A) treat the former customer like a prospect.

B) quit contacting the customer.

C) point out problems with the competitor's products.

D) show the customer that he takes the action personally.

E) be curt and refuse to talk to the customer or others at the firm.

94) All of the following are ways a salesperson can win back a lost customer EXCEPT:

A) visiting and investigating.

B) being professional.

C) being courteous.

D) prodding and criticizing.

E) calling frequently.

95) It is said that "The customer is always right." But according to the text the customer is wrong when:

A) demanding fast delivery of a product.

B) requesting a refund for damaged goods.

C) lodging an unfounded complaint.

D) asking for a manufacturer's discount.

E) requesting terms that harm the seller.

96) The customer could be right when he/she:

A) believes that he is right in spite of being wrong.

B) asks the salesperson to set an illegal price.

C) tempts the salesperson to conduct an unethical task.

D) is asking for terms that are harmful for the seller.

E) is dishonest.

97) As a salesperson, part of your job in handling a customer complaint is to do all of the following EXCEPT:

A) obtaining as much relevant information from your customer as you can.

B) expressing sincere regret for the problem.

C) handling the complaint quickly.

D) following up to make sure the customer is satisfied.

E) pointing out that they are getting better service compared to the competition.

98) Rick Lee is a milk deliveryman in the U.S. He delivers milk, eggs, cottage cheese and orange juice to 200 regular customers weekly. Imagine that after he made a predawn delivery, a dog spilled the milk and broke the eggs. When the customer calls to complain, Lee should:

A) blame the dog.

B) ignore the complaint.

C) replace the food quickly.

D) call local animal control.

E) refer the customer to another dairy firm.

99) Why does the author say that salespeople should dress in armor?

A) To deal with rejection

B) To handle customer complaints

C) To create an open, friendly environment

D) To deal with the ethical dilemmas that occur in sales

E) To increase account response rates and customer referrals

100) You are a home appliance salesperson. One of your customers wants his television to be repaired on a holiday, but the company service manager is on vacation. The company regulations say that without written consent from the service manager, service engineers are not allowed to work on holidays. How would you handle this situation?

A) Inform the customer that the company policies are against such a service.

B) Try to obtain approval by phone from the service manager or a higher authority.

C) Advise the customer to seek the help of a freelance service person.

D) Ignore the customer's request until the service manager returns.

E) Provide service without approval and without pay.

101) You are the salesperson of an FMCG company. One of your retailers tells you to take back some unsalable goods. You are not sure if the customer's claim is honest or not. You do not want to make the retailer unhappy as he brings you good business. How do you tackle this situation?

A) Ask the customer to avoid being dishonest.

B) Apologize to the customer and inform him that you are not sure of his claim.

C) Give the benefit of doubt to the customer and return the goods.

D) Never return the goods if you are not sure that the customer's claim is true.

E) Return half the merchandise if the customer is correct.

102) A survey of purchasing agents shows that professional buyers believe it is most important for salespeople to:

A) refuse to accept "no" as an answer.

B) have imagination in applying one's products to the buyer's needs.

C) make unplanned cold calls.

D) avoid dramatics in sales presentations.

E) keep customers informed about competitors.

103) All of the following are the most important traits professional buyers find in their top salespeople EXCEPT:

A) willingness to find out the prices of the competition.

B) thoroughness and follow-through after the sale.

C) willingness to go to bat for the buyer within the supplier's firm.

D) knowledge of the firm's product line.

E) preparation of sales calls.

104) A survey of purchasing agents shows that professional buyers believe it is important for salespeople to do all of the following EXCEPT:

A) preparation for sales calls.

B) follow up after the sale.

C) diplomacy in dealing operating departments.

D) use high-pressure sales tactics.

E) willingness to go to bat for the buyer within supplier's firm.

105) According to a survey of purchasing agents, it is most important during a sales call for a professional salesperson to:

A) speak about the competition.

B) demonstrate knowledge of the buyer's product line.

C) use high-pressure techniques.

D) provide a solid marketing plan.

E) develop friendships with customers.

106) In any type of sales, salespeople should remember to:

A) avoid seeking customers because customers find sellers.

B) use highly structured, memorized sales presentations.

C) ask people during approach to buy their products.

D) spend all their time helping existing customers.

E) provide follow-up and service after the sale.

107) What are the three Fs of selling?

A) FAB, fluctuations, and forecasts.

B) Forecasts, FAB, and finances.

C) Faith, focus, and follow-through.

D) Fundamentals, features, and follow-up.

E) Fundamentals, forecasts, and the Four Ps.

108) Sales wisdom comes from:

A) the realization that the purpose of selling is to help and honor people.

B) an understanding of the importance of long-term account penetration.

C) the belief that customers are always right even when they are not.

D) the development of business networks and friendships.

E) a pursuit of selling to increase commission rates.

109) Which of the following statements about wisdom and knowledge is true?

A) Wisdom means having all the facts needed to make sales.

B) Knowledge is only acquired through experiential learning.

C) Knowledge refers to the possession of facts.

D) Knowledge refers to the usage of facts.

E) Wisdom and knowledge are the same.

110) A(n) ________ is a short, wise, easy to learn saying that calls a salesperson to think and act.

A) proverb

B) fact

C) statistic

D) simile

E) expression

111) Which of the following is NOT an example of a proverb of sales wisdom?

A) Customer choice between suppliers has never been greater.

B) It is always easier to sell to a satisfied customer than an unsatisfied one.

C) The cost of acquiring a new customer is lower than keeping a present customer.

D) Like a ripple in water, satisfied customers will tell others about their positive experiences.

E) You do business with the one you trust and you trust the one you know.

112) Define customer service.

113) List the various activities or programs that a salesperson can provide to make his relationship with the customer more satisfying and add value to the relationship.

114) Explain how customer service increases sales for a salesperson. What are some examples of providing excellent customer service?

115) What is business friendship? How is it different from a personal friendship?

116) Describe the different levels of friendship.

117) What is relationship marketing? Why is relationship marketing important to the success of an organization and its salespeople?

118) Describe the three levels of relationship marketing.

119) What is customer satisfaction? Explain how it leads to customer retention.

120) Discuss how sales technology such as CRM system and social media tools enable salespeople performing post-sales service behaviors?

121) What is account penetration? What determines a salesperson's level of account penetration?

122) Why should a salesperson handle customer complaints promptly?

123) What attitude should a salesperson always take when any customer lodges a complaint?

124) All salespeople suffer losses, either through the loss of a sale or an entire account to a competitor. What can a salesperson do to win back a customer?

125) Distinguish between wisdom and knowledge.

126) How does a salesperson acquire sales wisdom?

127) What are the five action steps a salesperson should focus on during a service recovery process?

128) List the three levels of business friendship.

129) Which level of customer relationship marketing can be related to an intimate friendship?

130) List the three levels of customer relationship marketing.

131) What is a business acquaintance?

132) What is perceived purchase satisfaction?

133) What are the elements in the circular relationship for managing a sales call?

134) What does the response function of the customer to the salesperson's calls signify?

135) Ken Hansek sells sales promotion items such as key chains, mugs, t-shirts, and balloons. He sends out a quarterly newsletter that contains information on new products that are available, creative way customers are using sales promotion merchandise, and news that he thinks would be of interest to customers. Why does Hansek write this newsletter?

136) To be a successful professional salesperson, you should rely on the three Fs. What do the three Fs represent?

137) Clearwater Hampers is a small British company that sells luxury food and drink in various combinations in picnic hampers. Food and wine are seen as classic, fail-safe gifts in a market where present-buying is increasingly tricky. Corporate customers, both in the United Kingdom and abroad, are important to the business. Clearwater has had several orders for more than a quarter of a million dollars. The company's leading salesperson is Peter Austin, who sees his company "as a service company rather than a food and drink business. Our priority is to get the hampers out on time, filled with the right products." Austin often checks to see if his customers are satisfied with his service.

When Austin phones a recipient of one of Clearwater's deluxe hampers to inquire if the picnic basket arrived on time and undamaged, he is engaged in:

A) a parallel referral.

B) a post-approach.

C) follow-up.

D) forestalling.

E) cold calling.

138) Clearwater Hampers is a small British company that sells luxury food and drink in various combinations in picnic hampers. Food and wine are seen as classic, fail-safe gifts in a market where present-buying is increasingly tricky. Corporate customers, both in the United Kingdom and abroad, are important to the business. Clearwater has had several orders for more than a quarter of a million dollars. The company's leading salesperson is Peter Austin, who sees his company "as a service company rather than a food and drink business. Our priority is to get the hampers out on time, filled with the right products." Austin often checks to see if his customers are satisfied with his service.

Austin phones a recipient of one of Clearwater's deluxe hampers to inquire if the picnic basket arrived on time and undamaged, which suggests that Austin engages in:

A) relationship selling.

B) direct selling.

C) transaction selling.

D) transformational selling.

E) partnering/consultative selling

139) Clearwater Hampers is a small British company that sells luxury food and drink in various combinations in picnic hampers. Food and wine are seen as classic, fail-safe gifts in a market where present-buying is increasingly tricky. Corporate customers, both in the United Kingdom and abroad, are important to the business. Clearwater has had several orders for more than a quarter of a million dollars. The company's leading salesperson is Peter Austin, who sees his company "as a service company rather than a food and drink business. Our priority is to get the hampers out on time, filled with the right products." Austin often checks to see if his customers are satisfied with his service.

For one customer, Austin was asked to include a plastic piggy bank in each hamper. Austin purchased the piggy banks from ABC Gifts and included them in the hampers. Clearwater Hampers does not plan to purchase piggy banks in the future, so the ABC Gifts salesperson most likely engaged in:

A) relationship selling.

B) direct selling.

C) transaction selling.

D) transformational selling.

E) partnering/consultative selling.

140) Clearwater Hampers is a small British company that sells luxury food and drink in various combinations in picnic hampers. Food and wine are seen as classic, fail-safe gifts in a market where present-buying is increasingly tricky. Corporate customers, both in the United Kingdom and abroad, are important to the business. Clearwater has had several orders for more than a quarter of a million dollars. The company's leading salesperson is Peter Austin, who sees his company "as a service company rather than a food and drink business. Our priority is to get the hampers out on time, filled with the right products." Austin often checks to see if his customers are satisfied with his service.

Which of the following statements is most likely Austin's sales philosophy?

A) Increased sales transactions improve customer satisfaction.

B) Customer satisfaction leads to lowered sales expectations.

C) Partnering/consultative selling eliminates a customer's cognitive dissonance.

D) Customer service improves customer retention.

E) Customer services requires technology.

141) Clearwater Hampers is a small British company that sells luxury food and drink in various combinations in picnic hampers. Food and wine are seen as classic, fail-safe gifts in a market where present-buying is increasingly tricky. Corporate customers, both in the United Kingdom and abroad, are important to the business. Clearwater has had several orders for more than a quarter of a million dollars. The company's leading salesperson is Peter Austin, who sees his company "as a service company rather than a food and drink business. Our priority is to get the hampers out on time, filled with the right products." Austin often checks to see if his customers are satisfied with his service.

After landing a $200,000 order for baskets, Austin should most likely engage in all of the following EXCEPT:

A) concentrating on improving account penetration.

B) showing his appreciation with a thank-you note.

C) handling customer complaints promptly.

D) calling and texting the customer daily.

E) treating his customers like royalty.

142) Clearwater Hampers is a small British company that sells luxury food and drink in various combinations in picnic hampers. Food and wine are seen as classic, fail-safe gifts in a market where present-buying is increasingly tricky. Corporate customers, both in the United Kingdom and abroad, are important to the business. Clearwater has had several orders for more than a quarter of a million dollars. The company's leading salesperson is Peter Austin, who sees his company "as a service company rather than a food and drink business. Our priority is to get the hampers out on time, filled with the right products." Austin often checks to see if his customers are satisfied with his service.

One of Austin's customers, Parson Pharmaceuticals, regularly purchases 100 large picnic hampers each December. However, Parson has decided not to give gifts this upcoming holiday season. Austin should most likely:

A) demand that Parson purchase at least half of the usual number.

B) identify Parson as an orphan and delete the sales records.

C) tell other customers that Parson has financial problems.

D) create a transactional relationship with Parson.

E) make a sales call to Parson in the future.