Chapter 13 Service and Follow-up for Customer Retention

Chapter 13 Service and Follow-up for Customer Retention

 

Complete Chapter Questions With Answers

 

Sample Questions Are Posted Below 

 

 

Chapter 13 Service and Follow-up for Customer Retention

True / False Questions

1. According to the author, many people are unsuccessful in sales because they do not have the ability to put their own needs before anyone else’s interests.
   Answer: False

Learning Objective: 13-01

Topic: The Golden Rule: Service

Blooms: Remember

AACSB: Ethics

Level of Difficulty: Easy

Explanation: The fact is many people do not make it in sales because they do not have the ability to put someone’s interests before their own needs for money, power, and influence. All they want to do is make the sale and move on to the next conquest.

 

2. The Golden Rule of Selling supports the belief that service and follow-up after the sale show that the salesperson really cares about customers.
   Answer: True

Learning Objective: 13-01

Topic: The Golden Rule: Service

Blooms: Remember

AACSB: Ethics

Level of Difficulty: Easy

Explanation: A Golden Rule salesperson puts customers first. Providing service and follow-up after the sale is a sign of caring and integrity.

 

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

Learning Objective: 13-01

Topic: The Importance of Service and Follow-Up

Blooms: Remember

AACSB:

Level of Difficulty: Easy

Explanation: Follow up involves maintaining contact with a customer (or prospect) in order to evaluate the effectiveness of the product, and the satisfaction of the customer is the answer.

 

4. Follow up after the sale if for the purpose of evaluating the effectiveness of the product.
   Answer: True

Learning Objective: 13-01

Topic: The Importance of Service and Follow-Up

Blooms: Understand

AACSB:

Level of Difficulty: Medium

Explanation: Follow up involves maintaining contact with a customer (or prospect) in order to evaluate the effectiveness of the product. The customer’s satisfaction determines whether or not the product is effective.

 

5. Caring for people is the beginning of sales wisdom.
   Answer: True

Learning Objective: 13-01

Topic: The Importance of Service and Follow-Up

Blooms: Remember

AACSB:

Level of Difficulty: Easy

Explanation: Caring for people is the beginning of sales wisdom. The purpose of this book is to teach people how to attain wisdom in order to do what is right and just and fair.

 

6. According to the text, wisdom and knowledge are synonyms.
   Answer: False

Learning Objective: 13-01

Topic: The Importance of Service and Follow-Up

Blooms: Understand

AACSB:

Level of Difficulty: Medium

Explanation: There is a difference between knowledge (having these facts) and wisdom (applying these facts to taking care of customers). We may amass knowledge, but without wisdom, our knowledge is useless.