The Purpose of the Follow-Up Communication Between Customer and Salesperson

question 38

Multiple Choice

The purpose of the follow-up communication between customer and salesperson is to express thanks for the order and to:

• A)introduce related products
• B)complete the call report form
• C)request referrals for other prospects
• D)determine if the customer is satisfied
• E)ask for full payment from the customer

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Definitions:

Informational

Related to the provision or exchange of facts or data, often used for educational, advisory, or decision-making purposes.

Peripheral-Route Processing

A mode of persuasion in which an individual is influenced by superficial clues, such as the attractiveness of the speaker or emotional appeal, rather than by the argument’s actual content.

Central-Route Processing

A method of persuasion that involves deeply processing the content of a message, considering its logic and arguments rather than superficial cues.

Cognitive Dissonance

A psychological concept where an individual experiences discomfort or mental conflict from holding contradictory beliefs, thoughts, or values simultaneously.