Sales I - 2.02

Which is not an action that will separate you from the competition?

• Build partnerships with current customers

• Being available when your clients needs you

• Willing to help when they need to change orders

• Help with a problem with their shipment

New customers will come to you based on the recommendations of people they trust. They will expect to receive the same quality of customer service.

Refers to which expectation?

• Past Expereince

• Word of Mouth

• Promotions

• Individual Needs

Let's potential customers know about your superior products and services.

Refers to which expectation?

• Past Expereince

• Word of Mouth

• Promotions

• Individual Needs

Which is NOT one of the two ways customer service influences profits?

• Building partnerships with current customers

• Suggestion Selling

• Generating new customers

Customer service encompasses all activities and benefits provided by a business to its customers to create goodwill and customer ______________.

• loyalty

• happieness

• satisfaction

• relationships

You can add value to a customer’s experience by suggesting additional products or services that will enhance his/her primary purchase.

Refers to which pre-sale opportunity?

• Know your product

• Research customers

• Prior experience

• Suggestion selling

You shouldn’t tell a customer that routine maintenance for a product will be performed free of charge unless that is true.

Refers to which pre-sale opportunity?

• Keep promises

• Explain relevant product info

• Prior experience

• Suggestion selling

Which is NOT a post-sale opportunity?

• Installation

• Warranty Issues

• Credit/Financing

• Promotions

It’s important to give your customers convenient, user-friendly ways to provide feedback.

Refers to which key for quality service?

• Solicit feedback

• Keep in touch

• Be prompt

• Have a good attitude

Treating questions and complaints as high priorities and responding quickly.

Refers to which key for quality service?

• Solicit feedback

• Keep in touch

• Be prompt

• Have a good attitude