{"id":156,"date":"2015-07-30T00:34:46","date_gmt":"2015-07-30T00:34:46","guid":{"rendered":"https:\/\/courses.candelalearning.com\/salesx17xmaster\/?post_type=chapter&p=156"},"modified":"2015-07-30T22:02:09","modified_gmt":"2015-07-30T22:02:09","slug":"13-4-review-and-practice","status":"publish","type":"chapter","link":"https:\/\/courses.lumenlearning.com\/cerritos-sales-1\/chapter\/13-4-review-and-practice\/","title":{"raw":"Review and Practice","rendered":"Review and Practice"},"content":{"raw":"
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Power Wrap-Up<\/h3>\r\nNow that you have read this chapter, you should be able to understand the importance of follow-up on your relationships and sales.\r\n
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  • You can understand<\/strong> the role of follow-up in the selling process.<\/li>\r\n\t
  • You can identify<\/strong> how to plan your follow-up even before you begin prospecting.<\/li>\r\n\t
  • You can learn<\/strong> that follow-up is a personal commitment and has a reflection on you as a brand.<\/li>\r\n\t
  • You can identify<\/strong> ways to add value to your customers\u2019 businesses as part of follow-up.<\/li>\r\n\t
  • You can describe<\/strong> how follow-up can build your business with additional sales from your existing customers, testimonials, and referrals.<\/li>\r\n\t
  • You can define<\/strong> heroic recovery and the impact it can have on how customers perceive you.<\/li>\r\n\t
  • You can understand<\/strong> how the customer feedback loop works.<\/li>\r\n\t
  • You can describe<\/strong> how Net Promoter Score works to improve follow-up and customer service.<\/li>\r\n\t
  • You can list<\/strong> things you can do after you accept a job offer.<\/li>\r\n<\/ul>\r\n<\/div>\r\n
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    Test Your Power Knowledge (answers are below)<\/h3>\r\n
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    1. How many calls does it take on average to close a sale?<\/li>\r\n\t
    2. True or false: After the sale is closed, the role of the salesperson is finished.<\/li>\r\n\t
    3. What does this statement mean: \u201cEven though the sale is closed, you should never assume the sale is closed\u201d?<\/li>\r\n\t
    4. Name three areas that require follow-up on the part of the salesperson.<\/li>\r\n\t
    5. Identify three ways that you can add value to your customers\u2019 businesses during the follow-up process.<\/li>\r\n\t
    6. Name three benefits of having a loyal customer.<\/li>\r\n\t
    7. Describe how heroic recovery can have a positive impact on your relationship with your customer.<\/li>\r\n\t
    8. What is a customer feedback loop?<\/li>\r\n\t
    9. Describe Net Promoter Score?<\/li>\r\n\t
    10. What is the formula to calculate NPS?<\/li>\r\n\t
    11. Identify at least one thing you can do after you receive your job offer but before you start your job.<\/li>\r\n<\/ol>\r\n<\/div>\r\n
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      Power (Role) Play<\/h3>\r\nNow it\u2019s time to put what you\u2019ve learned into practice. The following are two roles that are involved in the same selling situation\u2014one role is the customer, and the other is the salesperson. This will give you the opportunity to think about this selling situation from the point of view of both the customer and the salesperson.\r\n\r\nRead each role carefully along with the discussion questions. Be prepared to play either of the roles in class using the concepts covered in this chapter. You may be asked to discuss the roles and do a role-play in groups or individually.\r\n\r\nLet It Snow\r\n\r\nRole: Facilities manager at the Tri-County Office Complex<\/em>\r\n\r\nYou are responsible for the overall maintenance at the largest office complex in the area. There are ten office buildings in the complex, which provides office space for thirty companies. You oversee the exterior maintenance, which includes everything from trash and snow removal to lawn care and window washing. You have just signed a contract with All Weather Maintenance Co., two days ago. It\u2019s 5:00 a.m., and a major snowstorm just hit, so you are on your way to inspect the property to be sure that the walkways are shoveled and parking lot is plowed.\r\n
        \r\n\t
      • What role do you expect the salesperson to play now that the contract has been signed?<\/li>\r\n\t
      • Who will you call if the snow removal is not completed to your satisfaction?<\/li>\r\n\t
      • How will this experience impact your expectations of All Weather Maintenance Co., for other snowstorms and situations that require maintenance, especially time-sensitive maintenance?<\/li>\r\n<\/ul>\r\nRole: Sales rep, All Weather Maintenance Co<\/em>.\r\n\r\nYou recently signed your largest client, Tri-County Office Complex. You have a very good relationship with the facilities manager based on the selling process. You have communicated the maintenance requirements to your company\u2019s operations department. Now the job is up to them to conduct year-round maintenance. Your normal hours are 8:00 a.m. to 5:00 p.m., but you were concerned about the weather report last night, so you set your alarm early. You wake up at 5:00 a.m. to see a blanket of snow and ice and immediately wonder if the maintenance crew made it to the Tri-County Office Complex.\r\n