Question 1

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

Accepted Answer

While it is important to maintain communication with the customer after a large order, calling and texting daily may come across as overbearing and unprofessional. It is important to strike a balance and communicate effectively while respecting the customer's time and space. Therefore, option D should not be chosen. The remaining options, A, B, C, and E, are all important strategies to maintain a positive relationship with the customer and increase the likelihood of future orders.

Question 2

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

Accepted Answer

Austin's sales philosophy most likely revolves around the importance of customer service in improving customer retention. This suggests that he values building long-term relationships with clients rather than focusing solely on increasing sales transactions.

Question 3

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:

Accepted Answer

Austin is engaging in follow-up by checking with the recipient to ensure that the delivery was successful and the hamper arrived undamaged.

Question 4

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:

Accepted Answer

The ABC Gifts salesperson engaged in transaction selling as they made a single sale of plastic piggy banks to Austin for inclusion in the hampers. There was no intention to establish a long-term or ongoing relationship with Clearwater Hampers.

Question 5

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:

Accepted Answer

Since Parson has decided not to give gifts this upcoming holiday season, it's best for Austin to make a sales call to Parson in the future. This will allow Austin to maintain a relationship with the customer and potentially make a sale in the future. It's important for Austin to not force Parson to purchase the usual amount or make negative assumptions about their situation, as this could harm the customer relationship. Instead, a friendly follow-up call or email to check-in and see if Parson needs anything in the future is the best approach.

Question 6

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:

Accepted Answer

Austin is not merely focused on completing a transaction or making a sale. By checking in with the recipient of the hamper, Austin is building a relationship with them and demonstrating that Clearwater cares about customer satisfaction. This type of proactive communication is a key aspect of relationship selling.

Quiz 13: Service and Follow-Up for Customer Retention