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

question 25

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 card 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:

James-Lange Theory

The James-Lange Theory proposes that emotion is the experience of physiological responses to external stimuli, suggesting that we feel sad because we cry, angry because we strike, and afraid because we tremble.

Two-Factor Theory

A psychological theory that proposes that human emotions are composed of two factors: physiological arousal and cognitive label.

Cannon-Bard Theory

A theory in psychology that suggests emotions and physiological responses such as heart rate increase occur simultaneously.

Guilty Knowledge Test

A psychological assessment used in criminal investigations that measures physiological responses to determine whether the subject knows details about a crime.