Question 1

One of the relationship detractors discussed in the text is for the salesperson to focus on the _____-_____ as opposed to the long-term.

Accepted Answer

The answer of One of the relationship detractors discussed in...

Question 2

___________refers to the ability of the salesperson to get knocked down several times a day by a customer's verbal assault and get right back up with a smile and ask for more.

Accepted Answer

The answer of ___________refers to the ability of the salesperson...

Question 3

Providing customers with high-quality information is an activity that will help salespeople enhance their relationships with those customers.

Accepted Answer

A) True 
 B)False

Question 4

_____________ refers to the extent to which the salesperson and the selling organization meet or exceed customer service expectations.

Accepted Answer

The answer of _____________ refers to the extent to which...

Question 5

Which of the following is not one of the ways salespeople can convert new customers into highly committed lifetime customers?

Accepted Answer

A)  Building goodwill by continually adding value to the product or service through appropriate follow-up. 
B)  Handling complaints in a timely and thoughtful manner. 
C)  Processing requests for rush deliveries willingly and assuring the customer that the salesperson will do everything possible to make that request happen. 
D)  Make sure to discount the price of the product as much as possible without realizing and net loss. 
E)  All of the above are correct. 
A)  Building goodwill by continually adding value to the product or service through appropriate follow-up. 
B)  Handling complaints in a timely and thoughtful manner. 
C)  Processing requests for rush deliveries willingly and assuring the customer that the salesperson will do everything possible to make that request happen. 
D)  Make sure to discount the price of the product as much as possible without realizing and net loss. 
E)  All of the above are correct.

Question 6

Which of the following methods of post-sale follow-up is probably most effective?

Accepted Answer

A)  A personal visit 
B)  Phone call 
C)  E-mail 
D)  Handwritten note 
E)  Both a and b are correct 
A)  A personal visit 
B)  Phone call 
C)  E-mail 
D)  Handwritten note 
E)  Both a and b are correct

Question 7

Which of the following is not a method a salesperson might use to expand collaborative involvement between the selling organization and the customer's organization?

Accepted Answer

A)  Hosting a week-long series of seminars for the customer's organization 
B)  Initiating and enhancing relationships between multiple key individuals in both organizations 
C)  Refer the customer to customer service when complaints arise so that the customer will get know the customer service agents 
D)  Host social engagements to allow key individuals from both organizations get to know each other 
E)  All of the above are ways to expand collaborative involvement 
A)  Hosting a week-long series of seminars for the customer's organization 
B)  Initiating and enhancing relationships between multiple key individuals in both organizations 
C)  Refer the customer to customer service when complaints arise so that the customer will get know the customer service agents 
D)  Host social engagements to allow key individuals from both organizations get to know each other 
E)  All of the above are ways to expand collaborative involvement

Question 8

Unfortunately, many companies do a poor job understanding and satisfying their customers.

Accepted Answer

A) True 
 B)False

Question 9

Why is it important to assess customer satisfaction?

Accepted Answer

A)  Doing so helps build customer trust 
B)  Doing so provided competitive information 
C)  It isn't important as long as the company is profitable 
D)  Assessing satisfaction is a ploy used to begin the next sales cycle 
E)  Both A and C are correct. 
A)  Doing so helps build customer trust 
B)  Doing so provided competitive information 
C)  It isn't important as long as the company is profitable 
D)  Assessing satisfaction is a ploy used to begin the next sales cycle 
E)  Both A and C are correct.

Question 10

It's not uncommon for buyers to feel neglected by the salesperson once they've placed an order.

Accepted Answer

A) True 
 B)False

Question 11

In order to avoid damage to the buyer-seller relationship, the salesperson should blame other members of the selling organization for any problems which lead to a customer complaint.

Accepted Answer

A) True 
 B)False

Question 12

The final step of the complaint handling process is to follow through on _________________.

Accepted Answer

The answer of The final step of the complaint handling...

Question 13

Salespeople should make sure that their customers have accurate expectations about how the complaint will be resolved.

Accepted Answer

A) True 
 B)False

Question 14

Which of the following components of effective follow-up reflects a salesperson's ability to develop insight regarding the buyer's changing situation, needs, and expectations?

Accepted Answer

A)  Interact 
B)  Connect 
C)  Know 
D)  Relate 
E)  Encourage 
A)  Interact 
B)  Connect 
C)  Know 
D)  Relate 
E)  Encourage

Question 15

__________________ is a way to build on buyer-salesperson relationships in which the buyer's organization and salesperson's organization join together to improve an offering.

Accepted Answer

Collaborat

Question 16

LaTosha is very good at getting customers to purchase her company's products.However, her customers are usually dissatisfied with the performance of the products even though they perform as well if not better than the competition's products.Which of the following is most likely the problem?

Accepted Answer

A)  LaTosha is setting her customers' expectations too high. 
B)  LaTosha's customers are hard to satisfy. 
C)  LaTosha isn't doing a good job of prospecting. 
D)  LaTosha's company makes inferior products. 
E)  LaTosha is setting her customers' expectations too low. 
A)  LaTosha is setting her customers' expectations too high. 
B)  LaTosha's customers are hard to satisfy. 
C)  LaTosha isn't doing a good job of prospecting. 
D)  LaTosha's company makes inferior products. 
E)  LaTosha is setting her customers' expectations too low.

Question 17

A salesperson should focus only on one individual in the buying organization, concentrating his/her sales resources there.

Accepted Answer

A) True 
 B)False

Question 18

Holding social engagements with customers is an unethical way to expand collaborative involvement.

Accepted Answer

A) True 
 B)False

Question 19

CRM is an acronym for:

Accepted Answer

A)  Customer Relationship Maker 
B)  Consumer Relationship Maker 
C)  Customer Relations Manager 
D)  Customer Relations Management 
E)  Customer Relationship Management 
A)  Customer Relationship Maker 
B)  Consumer Relationship Maker 
C)  Customer Relations Manager 
D)  Customer Relations Management 
E)  Customer Relationship Management

Question 20

Even though salespeople rarely are responsible for installation, why might it be helpful for salespeople to be present when their products are being installed?

Accepted Answer

A)  This allows the salesperson the opportunity to sell the customer additional products. 
B)  Installation teams usually do not possess the same relational skills that salespeople do. 
C)  The salesperson may have to cover up installation or order processing mistakes. 
D)  The salesperson can immediately answer questions or concerns the buyer may have as a result of installation. 
E)  Both b and d are correct. 
A)  This allows the salesperson the opportunity to sell the customer additional products. 
B)  Installation teams usually do not possess the same relational skills that salespeople do. 
C)  The salesperson may have to cover up installation or order processing mistakes. 
D)  The salesperson can immediately answer questions or concerns the buyer may have as a result of installation. 
E)  Both b and d are correct.

One of the relationship detractors discussed in the text is for the salesperson to focus on the _-_ as opposed to the long-term.

___________refers to the ability of the salesperson to get knocked down several times a day by a customer's verbal assault and get right back up with a smile and ask for more.

Providing customers with high-quality information is an activity that will help salespeople enhance their relationships with those customers.

_____________ refers to the extent to which the salesperson and the selling organization meet or exceed customer service expectations.

Which of the following is not one of the ways salespeople can convert new customers into highly committed lifetime customers?

Which of the following methods of post-sale follow-up is probably most effective?

Which of the following is not a method a salesperson might use to expand collaborative involvement between the selling organization and the customer's organization?

Unfortunately, many companies do a poor job understanding and satisfying their customers.

Why is it important to assess customer satisfaction?

It's not uncommon for buyers to feel neglected by the salesperson once they've placed an order.

In order to avoid damage to the buyer-seller relationship, the salesperson should blame other members of the selling organization for any problems which lead to a customer complaint.

The final step of the complaint handling process is to follow through on _________________.

Salespeople should make sure that their customers have accurate expectations about how the complaint will be resolved.

Which of the following components of effective follow-up reflects a salesperson's ability to develop insight regarding the buyer's changing situation, needs, and expectations?

__________________ is a way to build on buyer-salesperson relationships in which the buyer's organization and salesperson's organization join together to improve an offering.

LaTosha is very good at getting customers to purchase her company's products.However, her customers are usually dissatisfied with the performance of the products even though they perform as well if not better than the competition's products.Which of the following is most likely the problem?

A salesperson should focus only on one individual in the buying organization, concentrating his/her sales resources there.

Holding social engagements with customers is an unethical way to expand collaborative involvement.

CRM is an acronym for:

Even though salespeople rarely are responsible for installation, why might it be helpful for salespeople to be present when their products are being installed?

Overview of Personal Selling

Building Trust and Sales Ethics

Understanding Buyers

Communication Skills

Strategic Prospecting and Preparing for Sales Dialogue

Planning Sales Dialogues and Presentations

Sales Dialogue: Creating and Communicating Value

Addressing Concerns and Earning Commitment

Adding Value: Self-Leadership and Teamwork

Sales Management and Sales 2.0

Filters

Exam 9: Expanding Customer Relations

One of the relationship detractors discussed in the text is for the salesperson to focus on the _____-_____ as opposed to the long-term.

___________refers to the ability of the salesperson to get knocked down several times a day by a customer's verbal assault and get right back up with a smile and ask for more.

Providing customers with high-quality information is an activity that will help salespeople enhance their relationships with those customers.

_____________ refers to the extent to which the salesperson and the selling organization meet or exceed customer service expectations.

Which of the following is not one of the ways salespeople can convert new customers into highly committed lifetime customers?

Which of the following methods of post-sale follow-up is probably most effective?

Which of the following is not a method a salesperson might use to expand collaborative involvement between the selling organization and the customer's organization?

Unfortunately, many companies do a poor job understanding and satisfying their customers.

Why is it important to assess customer satisfaction?

It's not uncommon for buyers to feel neglected by the salesperson once they've placed an order.

In order to avoid damage to the buyer-seller relationship, the salesperson should blame other members of the selling organization for any problems which lead to a customer complaint.

The final step of the complaint handling process is to follow through on _________________.

Salespeople should make sure that their customers have accurate expectations about how the complaint will be resolved.

Which of the following components of effective follow-up reflects a salesperson's ability to develop insight regarding the buyer's changing situation, needs, and expectations?

__________________ is a way to build on buyer-salesperson relationships in which the buyer's organization and salesperson's organization join together to improve an offering.

LaTosha is very good at getting customers to purchase her company's products.However, her customers are usually dissatisfied with the performance of the products even though they perform as well if not better than the competition's products.Which of the following is most likely the problem?

A salesperson should focus only on one individual in the buying organization, concentrating his/her sales resources there.

Holding social engagements with customers is an unethical way to expand collaborative involvement.

CRM is an acronym for:

Even though salespeople rarely are responsible for installation, why might it be helpful for salespeople to be present when their products are being installed?

Overview of Personal Selling

Building Trust and Sales Ethics

Understanding Buyers

Communication Skills

Strategic Prospecting and Preparing for Sales Dialogue

Planning Sales Dialogues and Presentations

Sales Dialogue: Creating and Communicating Value

Addressing Concerns and Earning Commitment

Adding Value: Self-Leadership and Teamwork

Sales Management and Sales 2.0

Filters

One of the relationship detractors discussed in the text is for the salesperson to focus on the _-_ as opposed to the long-term.