Question 1

Which of the following statements about complaints is FALSE?

Accepted Answer

A)  The customer must perceive the settlement of a complaint as being fair. 
B)  The settlement that will be provided must be clearly communicated. 
C)  A salesperson settling a claim should educate the customer to forestall future claims. 
D)  A fair settlement made in the customer's favor helps to resell the company and its products. 
E)  A salesperson who is convinced that a claim is dishonest should take action by filing a case against the customer. 
A)  The customer must perceive the settlement of a complaint as being fair. 
B)  The settlement that will be provided must be clearly communicated. 
C)  A salesperson settling a claim should educate the customer to forestall future claims. 
D)  A fair settlement made in the customer's favor helps to resell the company and its products. 
E)  A salesperson who is convinced that a claim is dishonest should take action by filing a case against the customer.

Question 2

What are the actions to be taken by a salesperson when a product is unsatisfactory?

Accepted Answer

Some possible settlements when a product

Question 3

Identify a true statement about customer complaints in the sales process.

Accepted Answer

A)  It is wise to assume that all complaints are unjustified. 
B)  Complaints are completely eliminated through personal visits by sales representatives. 
C)  Avoiding complaints by setting high expectations is best. 
D)  A fair settlement made in the customer's favor helps to resell the company and its products. 
E)  A customer who does not complain is a happy customer. 
A)  It is wise to assume that all complaints are unjustified. 
B)  Complaints are completely eliminated through personal visits by sales representatives. 
C)  Avoiding complaints by setting high expectations is best. 
D)  A fair settlement made in the customer's favor helps to resell the company and its products. 
E)  A customer who does not complain is a happy customer.

Question 4

Upgrading,full-line selling,and cross-selling are sales strategies that work best with existing prospects.

Accepted Answer

A) True 
 B)False

Question 5

Activities such as upgrading,full-line selling,cross-selling,and handling complaints cease during the commitment stage of the relationship development process.

Accepted Answer

A) True 
 B)False

Question 6

Which of the following represents a way in which a salesperson can ensure a good number of personal contacts in a customer's firms?

Accepted Answer

A)  By using an electronic data interchange system to control communication with the customer 
B)  By using specialty advertising items to make the selling firm's presence felt in the customer's firm 
C)  By cultivating three relationships each at three organizational levels of the customer's firm 
D)  By minimizing the use of strategies like cross-selling,full-line selling,and upselling with the customer's firm 
E)  By avoiding action on any trust-destroying conflict that the customer may have 
A)  By using an electronic data interchange system to control communication with the customer 
B)  By using specialty advertising items to make the selling firm's presence felt in the customer's firm 
C)  By cultivating three relationships each at three organizational levels of the customer's firm 
D)  By minimizing the use of strategies like cross-selling,full-line selling,and upselling with the customer's firm 
E)  By avoiding action on any trust-destroying conflict that the customer may have

Question 7

Complaints in the later stages of a strategic partnership are likely to lead to full-blown conflict if trust is not carefully salvaged.

Accepted Answer

A) True 
 B)False

Question 8

When Marion convinced a customer to replace his old Pondmaster 1000 aquarium filter with the new and improved Pondmaster 1500,she was engaging in:

Accepted Answer

A)  cross-selling. 
B)  upgrading. 
C)  repositioning. 
D)  full-line selling. 
E)  incremental selling. 
A)  cross-selling. 
B)  upgrading. 
C)  repositioning. 
D)  full-line selling. 
E)  incremental selling.

Question 9

When partnering with companies from other countries,country culture differences as well as corporate culture differences can cause difficulties.

Accepted Answer

A) True 
 B)False

Question 10

Expansion immediately follows the awareness stage of building partnerships.

Accepted Answer

A) True 
 B)False

Question 11

Which of the following is a likely reason for a customer complaint?

Accepted Answer

A)  The salesperson set the buyer's expectations too high. 
B)  The terms of the sales contract were not met by the salesperson. 
C)  The product required extensive technical expertise to operate. 
D)  The product was used improperly by the customer. 
E)  All of these 
A)  The salesperson set the buyer's expectations too high. 
B)  The terms of the sales contract were not met by the salesperson. 
C)  The product required extensive technical expertise to operate. 
D)  The product was used improperly by the customer. 
E)  All of these

Question 12

A family-owned company sells collectible items through the mail.The company is preparing to outsource its distribution department within the next 4 weeks.This will mean letting go of or reassigning about one-third of its work force.Also,the employees must learn how to use a new computerized system even though many of them have resisted other forms of computerization earlier.Evaluate the resistance to change that exists in this company in terms of the two critical elements to consider when making such a change.

Accepted Answer

The company will fac

Question 13

When a buyer-seller relationship has reached the commitment stage,there is a stated or implied pledge to continue the relationship.

Accepted Answer

A) True 
 B)False

Question 14

To a large degree,customers base their initial expectations on sales presentations.

Accepted Answer

A) True 
 B)False

Question 15

_____ is defined as selling an entire line of associated products.

Accepted Answer

A)  Full-line selling 
B)  Cross-selling 
C)  Insight selling 
D)  Rebate selling 
E)  Full-price selling 
A)  Full-line selling 
B)  Cross-selling 
C)  Insight selling 
D)  Rebate selling 
E)  Full-price selling

Question 16

Dawn,a sales executive at Wind Homes Ltd. ,sells building materials to the construction contractors in New Jersey.She is able to achieve her annual sales target for wooden planks,but the sales of wooden joineries are far below the set target.Dawn tries to push the stock of these additional construction materials to all her existing customers.Identify the strategy being used by Dawn in this scenario.

Accepted Answer

A)  Adaptive selling 
B)  Upgrading 
C)  Full-line selling 
D)  Backdoor selling 
E)  Insight selling 
A)  Adaptive selling 
B)  Upgrading 
C)  Full-line selling 
D)  Backdoor selling 
E)  Insight selling

Question 17

John is a sales representative for a pharmaceutical company,and he specializes in the sales of antibiotics to hospitals.What should John do to ensure that the pharmacists who place orders for medicines remember the brand of antibiotics that he sells?

Accepted Answer

A)  He should use data mining strategies. 
B)  He should give them useful items imprinted with his company's name. 
C)  He should compel them to place regular orders with his company. 
D)  He should give them free vouchers and medical insurances. 
E)  He should offer bribes to the concerned pharmacists. 
A)  He should use data mining strategies. 
B)  He should give them useful items imprinted with his company's name. 
C)  He should compel them to place regular orders with his company. 
D)  He should give them free vouchers and medical insurances. 
E)  He should offer bribes to the concerned pharmacists.

Question 18

How is the strategy of upgrading used by salespeople?

Accepted Answer

Upgrading,also called upselling,is convi

Question 19

Martin was trying to sell pumps for circulating water in goldfish ponds when he realized that the reason he was not able to sell many pumps was the weight of the model he was trying to sell.He approached the firm with the idea to replace every possible metal part of the pump with a hard plastic substitute.After working on his feedback,the pumps became lightweight and were able to meet customers' requirements better.As the _____,Martin saw the project from its conception to the development of a lighter pump.

Accepted Answer

A)  change agent 
B)  gatekeeper 
C)  driver 
D)  spotter 
E)  champion 
A)  change agent 
B)  gatekeeper 
C)  driver 
D)  spotter 
E)  champion

Question 20

To improve the likelihood of reorders,a salesperson should:

Accepted Answer

A)  be present at the time of the purchase. 
B)  make sure the customer has access to the selling firm's catalogs. 
C)  provide the customer with various specialty advertising items that contain the selling firm's name,logo,and Web site. 
D)  provide the customer with periodic maintenance and repair on his or her purchase. 
E)  do all of these. 
A)  be present at the time of the purchase. 
B)  make sure the customer has access to the selling firm's catalogs. 
C)  provide the customer with various specialty advertising items that contain the selling firm's name,logo,and Web site. 
D)  provide the customer with periodic maintenance and repair on his or her purchase. 
E)  do all of these.

Which of the following statements about complaints is FALSE?

What are the actions to be taken by a salesperson when a product is unsatisfactory?

Identify a true statement about customer complaints in the sales process.

Upgrading,full-line selling,and cross-selling are sales strategies that work best with existing prospects.

Activities such as upgrading,full-line selling,cross-selling,and handling complaints cease during the commitment stage of the relationship development process.

Which of the following represents a way in which a salesperson can ensure a good number of personal contacts in a customer's firms?

Complaints in the later stages of a strategic partnership are likely to lead to full-blown conflict if trust is not carefully salvaged.

When Marion convinced a customer to replace his old Pondmaster 1000 aquarium filter with the new and improved Pondmaster 1500,she was engaging in:

When partnering with companies from other countries,country culture differences as well as corporate culture differences can cause difficulties.

Expansion immediately follows the awareness stage of building partnerships.

Which of the following is a likely reason for a customer complaint?

When a buyer-seller relationship has reached the commitment stage,there is a stated or implied pledge to continue the relationship.

To a large degree,customers base their initial expectations on sales presentations.

_____ is defined as selling an entire line of associated products.

John is a sales representative for a pharmaceutical company,and he specializes in the sales of antibiotics to hospitals.What should John do to ensure that the pharmacists who place orders for medicines remember the brand of antibiotics that he sells?

How is the strategy of upgrading used by salespeople?

To improve the likelihood of reorders,a salesperson should:

Selling and Salespeople

Ethical and Legal Issues in Selling

Buying Behavior and the Buying Process

Using Communication Principles to Build Relationships

Adaptive Selling for Relationship Building

Prospecting

Planning the Sales Call

Making the Sales Call

Strengthening the Presentation

Responding to Objections

Obtaining Commitment

Formal Negotiating

Building Partnering Relationships

Managing Your Time and Territory

Managing Within Your Company

Managing Your Career

Filters

Exam 14: Building Long-Term Partnerships

Which of the following statements about complaints is FALSE?

What are the actions to be taken by a salesperson when a product is unsatisfactory?

Identify a true statement about customer complaints in the sales process.

Upgrading,full-line selling,and cross-selling are sales strategies that work best with existing prospects.

Activities such as upgrading,full-line selling,cross-selling,and handling complaints cease during the commitment stage of the relationship development process.

Which of the following represents a way in which a salesperson can ensure a good number of personal contacts in a customer's firms?

Complaints in the later stages of a strategic partnership are likely to lead to full-blown conflict if trust is not carefully salvaged.

When Marion convinced a customer to replace his old Pondmaster 1000 aquarium filter with the new and improved Pondmaster 1500,she was engaging in:

When partnering with companies from other countries,country culture differences as well as corporate culture differences can cause difficulties.

Expansion immediately follows the awareness stage of building partnerships.

Which of the following is a likely reason for a customer complaint?

When a buyer-seller relationship has reached the commitment stage,there is a stated or implied pledge to continue the relationship.

To a large degree,customers base their initial expectations on sales presentations.

_____ is defined as selling an entire line of associated products.

John is a sales representative for a pharmaceutical company,and he specializes in the sales of antibiotics to hospitals.What should John do to ensure that the pharmacists who place orders for medicines remember the brand of antibiotics that he sells?

How is the strategy of upgrading used by salespeople?

To improve the likelihood of reorders,a salesperson should:

Selling and Salespeople

Ethical and Legal Issues in Selling

Buying Behavior and the Buying Process

Using Communication Principles to Build Relationships

Adaptive Selling for Relationship Building

Prospecting

Planning the Sales Call

Making the Sales Call

Strengthening the Presentation

Responding to Objections

Obtaining Commitment

Formal Negotiating

Building Partnering Relationships

Managing Your Time and Territory

Managing Within Your Company

Managing Your Career

Filters