7
23) Discuss the eight step sales call.
Answer:
5) Deal with objections – Acknowledge objections and address them. If you admit and address
6) Close the sale – Ask for the order. If the customer says “no” three times you still have a
chance. When the customer says “no” the fourth time, it is really a “No.”
7) Follow-up – Find out how the customer likes the product or service and if you can be of
8) Ask for referrals – If you did a good job for a customer, ask them for referrals, other potential
customers you might contact.
Learning Object.: 6.3 Plan successful sales calls.
Learning Object.: 6.4 Analyze and improve sales calls.
AACSB Category: Information technology
25) Brian Tracy believes all objections fall into one of six categories. Which of the following is
not one of the six?
A) follow-up service and competition
B) support, warranties and assurances
C) price and performance
D) None of the above.
Learning Object.: 6.4 Analyze and improve sales calls.
AACSB Category: Analytical thinking
8
26) Which of the following is not an example of customer service?
A) Suggest a less expensive product that will meet the customer’s need.
B) Deliver the product on time.
C) Keep a customer on hold indefinitely.
D) Help customers carry their purchases to their vehicles.
Learning Object.: 6.5 Recognize and arrange excellent customer service.
AACSB Category: Reflective thinking
27) Everything that a business does to keep its customers happy is called ________.
A) customer service
B) customer appreciation
C) post-sale service
D) customer satisfaction
Learning Object.: 6.5 Recognize and arrange excellent customer service.
AACSB Category: Reflective thinking
28) Joe Girard’s Law of ________ states that just a few unhappy customers can keep a great
many other customers away from your business.
A) 250
B) Sales
C) 200
D) Sales Averages
Learning Object.: 6.5 Recognize and arrange excellent customer service.
AACSB Category: Analytical thinking
29) Customer complaints should be ________.
A) carefully listened to, but not responded to (don’t let the customer know you take the
complaints seriously)
B) acknowledged and responded to politely
C) politely ignored
D) put in priority order
Learning Object.: 6.5 Recognize and arrange excellent customer service.
AACSB Category: Reflective thinking
9
30) Telling the truth about any negative aspect of a product or service usually ________.
A) means that you are dishonest
B) annoys your customer
C) gains your customer’s trust
D) makes a customer think you are up to something
Learning Object.: 6.5 Recognize and arrange excellent customer service.
AACSB Category: Reflective thinking
31) Which of the following is not a cost of losing a customer?
A) loss of past dollars
B) loss of jobs
C) loss of reputation
D) loss of future business
Learning Object.: 6.5 Recognize and arrange excellent customer service.
AACSB Category: Analytical thinking
32) Customer service is everything you do to keep customers happy, especially ________.
A) after they’ve bought something
B) during the buying process
C) before they’ve bought something
D) as they are paying for the product
Learning Object.: 6.5 Recognize and arrange excellent customer service.
AACSB Category: Reflective thinking
33) Losing a customer can hurt by ________.
A) loss of jobs
B) losing your reputation and future business
C) losing the current dollars
D) All of the above.
Learning Object.: 6.5 Recognize and arrange excellent customer service.
AACSB Category: Analytical thinking
10
34) An angry customer can make you angry too. However, it is crucial that ________.
A) you ensure you continue to sell your product or service
B) you stay calm, ask the customer to explain the situation, and do not interrupt the customer as
she speaks
C) you make your points to the customer
D) once the sale is made, you do not go back to this person
Learning Object.: 6.5 Recognize and arrange excellent customer service.
AACSB Category: Reflective thinking
35) A successful business is built upon repeat customers.
Learning Object.: 6.5 Recognize and arrange excellent customer service.
AACSB Category: Reflective thinking
36) Define customer service and give examples of offering good customer service.
7) Providing a toll-free customer assistance phone line.
Smart entrepreneurs pay close attention to their customers. They constantly ask questions and
analyze their needs. They train their employees to look for customer needs that might be going
unfulfilled. The most successful entrepreneurs become customer service experts. Excellent
customer service combined with smart selling and a product that offers a unique competitive
advantage will lead to success.
Learning Object.: 6.5 Recognize and arrange excellent customer service.
