Question 1

The term _____ refers to the degree to which a change affects an organization.

Accepted Answer

A)  scope of change 
B)  change ratio 
C)  rate of change 
D)  change quotient 
E)  change agent 
A)  scope of change 
B)  change ratio 
C)  rate of change 
D)  change quotient 
E)  change agent

Question 2

The fewer the difficulties allowed to occur,the greater will be a customer's confidence in the salesperson and the product.

Accepted Answer

A) True 
 B)False

Question 3

Which of the following is the first step toward reducing the probability of a trust-destroying conflict in a relationship?

Accepted Answer

A)  Give a clear product description 
B)  Define who has the authority to do what within the selling and buying organizations 
C)  Document any changes made to the contract 
D)  Ignore complaints from the buying center 
E)  Dissolve the relationship 
A)  Give a clear product description 
B)  Define who has the authority to do what within the selling and buying organizations 
C)  Document any changes made to the contract 
D)  Ignore complaints from the buying center 
E)  Dissolve the relationship

Question 4

Which of the following is most likely to occur in the commitment stage of developing partnerships?

Accepted Answer

A)  Evaluating after-sales services 
B)  Gathering pre-call information 
C)  Managing change 
D)  Cold-calling prospects 
E)  Getting an initial order 
A)  Evaluating after-sales services 
B)  Gathering pre-call information 
C)  Managing change 
D)  Cold-calling prospects 
E)  Getting an initial order

Question 5

In the _____ stage of developing a partnership,the relationship is defined through the development of expectations for each party.

Accepted Answer

A)  commitment 
B)  exploration 
C)  awareness 
D)  expansion 
E)  dissolution 
A)  commitment 
B)  exploration 
C)  awareness 
D)  expansion 
E)  dissolution

Question 6

Identify a true statement about the follow-up that salespeople should perform after a sale.

Accepted Answer

A)  Salespeople should make a call to say thank you and to check to see that the product is working appropriately. 
B)  Personal follow-up visits should be avoided because they are expensive and tend to accomplish little. 
C)  Salespeople should follow up with only those members of the buying center who are directly involved in the use of the product. 
D)  Salespeople should ideally follow the 3-by-3 strategy to make all their follow-up calls. 
E)  Salespeople should avoid regular follow-up with their accounts to identify any changing needs as it will tarnish goodwill between the seller and the buyer. 
A)  Salespeople should make a call to say thank you and to check to see that the product is working appropriately. 
B)  Personal follow-up visits should be avoided because they are expensive and tend to accomplish little. 
C)  Salespeople should follow up with only those members of the buying center who are directly involved in the use of the product. 
D)  Salespeople should ideally follow the 3-by-3 strategy to make all their follow-up calls. 
E)  Salespeople should avoid regular follow-up with their accounts to identify any changing needs as it will tarnish goodwill between the seller and the buyer.

Question 7

If a customer does not like a proposed solution for his or her grievances,the salesperson trusted to make an adjustment or recommendation need not shoulder the responsibility.

Accepted Answer

A) True 
 B)False

Question 8

To be most effective,a salesperson should wait until a user has trouble with the product.

Accepted Answer

A) True 
 B)False

Question 9

Salespeople can motivate champions to participate fully in the decision process by showing how a decision meets their needs as well as the overall needs of the company.

Accepted Answer

A) True 
 B)False

Question 10

To avoid _____,salespeople should regularly audit their own customer service.

Accepted Answer

A)  expansion 
B)  synergy 
C)  complacency 
D)  dependability 
E)  resistance to change 
A)  expansion 
B)  synergy 
C)  complacency 
D)  dependability 
E)  resistance to change

Question 11

Keith Nixon,a salesperson for Paradise Water Gardens,often calls on Olin Wiley,the owner of Lexington Nurseries,for sales meetings.He often helps Wiley plan newspaper ads to take full advantage of the co-op advertising allowance that Lexington earns from Paradise.In this example,Nixon is maximizing his sales opportunity with Lexington by:

Accepted Answer

A)  ensuring good after-sales service. 
B)  helping service products. 
C)  providing expert guidance. 
D)  following through with action. 
E)  selling specialty advertising items. 
A)  ensuring good after-sales service. 
B)  helping service products. 
C)  providing expert guidance. 
D)  following through with action. 
E)  selling specialty advertising items.

Question 12

Which of the following statements about complaints is true?

Accepted Answer

A)  Handling complaints properly is most important during the commitment stage of a partnership. 
B)  Complaints cannot be eliminated;they can only be reduced in frequency. 
C)  A complaint should be predominantly attributed to the customer's handling or misuse of the product. 
D)  Only when complaints are eliminated can a true partnership be formed. 
E)  All of these 
A)  Handling complaints properly is most important during the commitment stage of a partnership. 
B)  Complaints cannot be eliminated;they can only be reduced in frequency. 
C)  A complaint should be predominantly attributed to the customer's handling or misuse of the product. 
D)  Only when complaints are eliminated can a true partnership be formed. 
E)  All of these

Question 13

In general,_____ status means the vendor is assured of a large percentage of the buyer's business and will get the first opportunity to earn new business.

Accepted Answer

A)  reseller 
B)  retailer 
C)  service provider 
D)  preferred-supplier 
E)  relationship manager 
A)  reseller 
B)  retailer 
C)  service provider 
D)  preferred-supplier 
E)  relationship manager

Question 14

Because salespeople are highly proactive in finding areas for improvement in their partners' organizations,positioning a change may determine who is involved in the decision.

Accepted Answer

A) True 
 B)False

Question 15

Shein Ketchup Company has procured a filling machine for ketchup from Alpha Industries Ltd.What should Mark,a salesperson at Alpha Industries Ltd. ,do to ensure a reorder by Shein Ketchup Company?

Accepted Answer

A)  He should give the impression of a fair adjustment of price. 
B)  He should compel the customer to reorder by giving discounts. 
C)  He should continuously monitor the customer's perception of product performance. 
D)  He should browbeat the customer if it attempts to secure a satisfactory adjustment. 
E)  He should set high expectations for the products bought by the customer. 
A)  He should give the impression of a fair adjustment of price. 
B)  He should compel the customer to reorder by giving discounts. 
C)  He should continuously monitor the customer's perception of product performance. 
D)  He should browbeat the customer if it attempts to secure a satisfactory adjustment. 
E)  He should set high expectations for the products bought by the customer.

Question 16

In the exploration stage of a sales relationship,while responding to a complaint,after the customer tells his or her story and the facts are determined,the next step for the salesperson is to:

Accepted Answer

A)  generate repeat orders. 
B)  move to the expansion stage. 
C)  treat the claim as illegitimate. 
D)  offer a solution. 
E)  delay action or avoid resolution. 
A)  generate repeat orders. 
B)  move to the expansion stage. 
C)  treat the claim as illegitimate. 
D)  offer a solution. 
E)  delay action or avoid resolution.

Question 17

Which of the following statements about the commitment stage of a relationship is FALSE?

Accepted Answer

A)  Commitment to the relationship must permeate both the buying and the selling organizations. 
B)  The seller must take a proactive communication stance. 
C)  The corporate cultures of the two organizations must be compatible. 
D)  Salespeople must discourage direct communication among similar functional areas of the two firms. 
E)  There is an implied or stated pledge to continue the relationship. 
A)  Commitment to the relationship must permeate both the buying and the selling organizations. 
B)  The seller must take a proactive communication stance. 
C)  The corporate cultures of the two organizations must be compatible. 
D)  Salespeople must discourage direct communication among similar functional areas of the two firms. 
E)  There is an implied or stated pledge to continue the relationship.

Question 18

Corporate culture:

Accepted Answer

A)  shapes the attitudes of employees. 
B)  reflects the values and beliefs held by senior management. 
C)  influences the development of programs and policies. 
D)  determines how employees act. 
E)  all of these. 
A)  shapes the attitudes of employees. 
B)  reflects the values and beliefs held by senior management. 
C)  influences the development of programs and policies. 
D)  determines how employees act. 
E)  all of these.

Question 19

Which of the following is NOT one of the tips for salespeople for effective cross-selling?

Accepted Answer

A)  Avoid setting cross-selling goals. 
B)  Cross-selling often involves additional training. 
C)  Know all of your company's products. 
D)  Provide incentives for cross-selling. 
E)  Track results of cross-selling efforts. 
A)  Avoid setting cross-selling goals. 
B)  Cross-selling often involves additional training. 
C)  Know all of your company's products. 
D)  Provide incentives for cross-selling. 
E)  Track results of cross-selling efforts.

Question 20

Hurricane Mitch was the most devastating storm to ever hit Central America.Roger,a salesperson for Dempko Chemicals in Granada,proactively arranged transportation facilities to deliver chemicals to the factory of his major client,Quimico Factories.This prevented the stalling of factory operations during Hurricane Mitch.Identify the stage of relationship between Dempko Chemicals and Quimico Factories in this scenario.

Accepted Answer

A)  Expansion 
B)  Dissolution 
C)  Commitment 
D)  Awareness 
E)  Exploration 
A)  Expansion 
B)  Dissolution 
C)  Commitment 
D)  Awareness 
E)  Exploration

The term _____ refers to the degree to which a change affects an organization.

The fewer the difficulties allowed to occur,the greater will be a customer's confidence in the salesperson and the product.

Which of the following is the first step toward reducing the probability of a trust-destroying conflict in a relationship?

Which of the following is most likely to occur in the commitment stage of developing partnerships?

In the _____ stage of developing a partnership,the relationship is defined through the development of expectations for each party.

Identify a true statement about the follow-up that salespeople should perform after a sale.

If a customer does not like a proposed solution for his or her grievances,the salesperson trusted to make an adjustment or recommendation need not shoulder the responsibility.

To be most effective,a salesperson should wait until a user has trouble with the product.

Salespeople can motivate champions to participate fully in the decision process by showing how a decision meets their needs as well as the overall needs of the company.

To avoid _____,salespeople should regularly audit their own customer service.

Which of the following statements about complaints is true?

In general,_____ status means the vendor is assured of a large percentage of the buyer's business and will get the first opportunity to earn new business.

Because salespeople are highly proactive in finding areas for improvement in their partners' organizations,positioning a change may determine who is involved in the decision.

Shein Ketchup Company has procured a filling machine for ketchup from Alpha Industries Ltd.What should Mark,a salesperson at Alpha Industries Ltd. ,do to ensure a reorder by Shein Ketchup Company?

In the exploration stage of a sales relationship,while responding to a complaint,after the customer tells his or her story and the facts are determined,the next step for the salesperson is to:

Which of the following statements about the commitment stage of a relationship is FALSE?

Corporate culture:

Which of the following is NOT one of the tips for salespeople for effective cross-selling?

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

The term _____ refers to the degree to which a change affects an organization.

The fewer the difficulties allowed to occur,the greater will be a customer's confidence in the salesperson and the product.

Which of the following is the first step toward reducing the probability of a trust-destroying conflict in a relationship?

Which of the following is most likely to occur in the commitment stage of developing partnerships?

In the _____ stage of developing a partnership,the relationship is defined through the development of expectations for each party.

Identify a true statement about the follow-up that salespeople should perform after a sale.

If a customer does not like a proposed solution for his or her grievances,the salesperson trusted to make an adjustment or recommendation need not shoulder the responsibility.

To be most effective,a salesperson should wait until a user has trouble with the product.

Salespeople can motivate champions to participate fully in the decision process by showing how a decision meets their needs as well as the overall needs of the company.

To avoid _____,salespeople should regularly audit their own customer service.

Which of the following statements about complaints is true?

In general,_____ status means the vendor is assured of a large percentage of the buyer's business and will get the first opportunity to earn new business.

Because salespeople are highly proactive in finding areas for improvement in their partners' organizations,positioning a change may determine who is involved in the decision.

Shein Ketchup Company has procured a filling machine for ketchup from Alpha Industries Ltd.What should Mark,a salesperson at Alpha Industries Ltd. ,do to ensure a reorder by Shein Ketchup Company?

In the exploration stage of a sales relationship,while responding to a complaint,after the customer tells his or her story and the facts are determined,the next step for the salesperson is to:

Which of the following statements about the commitment stage of a relationship is FALSE?

Corporate culture:

Which of the following is NOT one of the tips for salespeople for effective cross-selling?

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