Question 1

When a post-sale customer complaint arises, the salesperson should:

Accepted Answer

A)  Find out who's responsible for the problem and subsequently inform the buyer. 
B)  Reassure the customer that their complaints or concerns are minor. 
C)  Accept responsibility for the problem regardless of who in the selling organization is at fault. 
D)  Take immediate steps to correct the problem. 
E)  Both c and d are correct. 
A)  Find out who's responsible for the problem and subsequently inform the buyer. 
B)  Reassure the customer that their complaints or concerns are minor. 
C)  Accept responsibility for the problem regardless of who in the selling organization is at fault. 
D)  Take immediate steps to correct the problem. 
E)  Both c and d are correct.

Question 2

Which of the following is not one of the four benefits of service enthusiasm that allow the sales organization to gain an advantage over its competitors?

Accepted Answer

A)  Service enthusiasm helps the salesperson build a strong reputation 
B)  Service enthusiasm eliminates customer complaints 
C)  Service enthusiasm reduces mistakes thereby improving profitability 
D)  Service enthusiasm helps customers feel more comfortable complaining 
E)  Service enthusiasm stimulates interest in the selling organization 
A)  Service enthusiasm helps the salesperson build a strong reputation 
B)  Service enthusiasm eliminates customer complaints 
C)  Service enthusiasm reduces mistakes thereby improving profitability 
D)  Service enthusiasm helps customers feel more comfortable complaining 
E)  Service enthusiasm stimulates interest in the selling organization

Question 3

Kim is a salesperson who is able to use her knowledge of her customers and their industries to create value-added interactions and generate meaningful relationships between her and her customers. Which of the four sequential components of effective follow-up is Kim utilizing?

Accepted Answer

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

Question 4

Salespeople should avoid letting their complaining customers vent because it only makes matters worse.

Accepted Answer

A) True 
 B)False

Question 5

Which of the following is the best method a salesperson can utilize for reducing customer complaints?

Accepted Answer

A)  Manage customer expectations (e.g., don't over promise) 
B)  Follow up daily or even hourly with the order fulfillment department 
C)  Offer the customer discount at the first sign of trouble to 
D)  Avoid contacting the customer until several weeks after the product is delivered 
E)  Both b and c are correct 
A)  Manage customer expectations (e.g., don't over promise) 
B)  Follow up daily or even hourly with the order fulfillment department 
C)  Offer the customer discount at the first sign of trouble to 
D)  Avoid contacting the customer until several weeks after the product is delivered 
E)  Both b and c are correct

Question 6

Which of the following is not one of the steps for handling complaints?

Accepted Answer

A)  Get the whole story 
B)  Ask the customer what he/she would like you to do 
C)  Gain agreement on a solution 
D)  Follow through on all promises 
E)  All the above are steps for handling complaints 
A)  Get the whole story 
B)  Ask the customer what he/she would like you to do 
C)  Gain agreement on a solution 
D)  Follow through on all promises 
E)  All the above are steps for handling complaints

Question 7

New customers generally feel special because they have received a lot of attention.

Accepted Answer

A) True 
 B)False

Question 8

For many salespeople, the core products that they're selling provide the same features and benefits as those of their competitors.Which of the following statements is true regarding this sort of competitive environment?

Accepted Answer

A)  The best way to build long-term relationships is to offer the lowest price. 
B)  The best way to build long-term relationships is to offer superior service quality. 
C)  Competing on price produces customers who are price loyal and, consequently, difficult to keep. 
D)  This sort of competitive environment is rare. 
E)  Both b and c are correct. 
A)  The best way to build long-term relationships is to offer the lowest price. 
B)  The best way to build long-term relationships is to offer superior service quality. 
C)  Competing on price produces customers who are price loyal and, consequently, difficult to keep. 
D)  This sort of competitive environment is rare. 
E)  Both b and c are correct.

Question 9

Although not to be used alone, a handwritten thank you card to a customer is always a good form of customer follow-up.

Accepted Answer

A) True 
 B)False

Question 10

Which of the following is not one of the four benefits of service enthusiasm that allow the sales organization to gain an advantage over its competitors?

Accepted Answer

A)  Service enthusiasm helps the salesperson build a strong reputation 
B)  Service enthusiasm reduces mistakes thereby improving profitability 
C)  Service enthusiasm helps customers feel more comfortable complaining 
D)  Service enthusiasm stimulates interest in the selling organization 
E)  All the above are correct 
A)  Service enthusiasm helps the salesperson build a strong reputation 
B)  Service enthusiasm reduces mistakes thereby improving profitability 
C)  Service enthusiasm helps customers feel more comfortable complaining 
D)  Service enthusiasm stimulates interest in the selling organization 
E)  All the above are correct

Question 11

Ethan is a salesperson for an industrial equipment manufacturer. Once a prospect becomes a new customer, Ethan looks for ways to improve the products and services his company provides the new customer in order to convert him/her into a loyal customer. In other words, Ethan looks for ways to:

Accepted Answer

A)  Sell more 
B)  Add value 
C)  Keep up-to-date 
D)  Stay competitive 
E)  Both A and C are correct. 
A)  Sell more 
B)  Add value 
C)  Keep up-to-date 
D)  Stay competitive 
E)  Both A and C are correct.

Question 12

Routine follow-up with customers is important to building successful long-term relationships.

Accepted Answer

A) True 
 B)False

Question 13

Once the sale has been made and the product delivered, the buyer does not want to hear from the salesperson until it is time to order again.

Accepted Answer

A) True 
 B)False

Question 14

Building goodwill is important to converting new customers to committed lifetime customers

Accepted Answer

A) True 
 B)False

Question 15

Suppose you are salesperson for FedEx.Which of the following actions would you take to ensure you are made aware of any concerns your customers may have?

Accepted Answer

A)  Meet with your customers periodically, even after a sale. 
B)  Encourage your customers to be candid with you. 
C)  Meet with your customer service department twice a year to check for customer complaints. 
D)  Make sure you address and resolve all concerns so that customers will feel more confident about airing subsequent concerns. 
E)  A, B, and D are correct 
A)  Meet with your customers periodically, even after a sale. 
B)  Encourage your customers to be candid with you. 
C)  Meet with your customer service department twice a year to check for customer complaints. 
D)  Make sure you address and resolve all concerns so that customers will feel more confident about airing subsequent concerns. 
E)  A, B, and D are correct

Question 16

Susan always asks her customers to be candid with her, especially when it comes to their satisfaction.Susan:

Accepted Answer

A)  Is encouraging critical encounters. 
B)  Is avoiding critical encounters. 
C)  Is hoping the customers won't complain 
D)  Doesn't really want their feedback. 
E)  Is hoping her customers will complain. 
A)  Is encouraging critical encounters. 
B)  Is avoiding critical encounters. 
C)  Is hoping the customers won't complain 
D)  Doesn't really want their feedback. 
E)  Is hoping her customers will complain.

Question 17

Salespeople looking for ways to take relationships with their customers to higher levels after the sales should:

Accepted Answer

A)  Seek to expand collaborative involvement. 
B)  Sell more products to those customers. 
C)  Encourage and seek open communication 
D)  Lower their prices. 
E)  Both a and c are correct. 
A)  Seek to expand collaborative involvement. 
B)  Sell more products to those customers. 
C)  Encourage and seek open communication 
D)  Lower their prices. 
E)  Both a and c are correct.

Question 18

Susan is a sales representative for an industrial chemical company.Over the course of the next few months Susan is going to try to have people from the R&D department visit her customers to see how they use the products.Which of the following explains why Susan is going to all of this trouble?

Accepted Answer

A)  She wants the people from the R&D department to handle complaints. 
B)  She's making an effort to expand collaborative involvement between her company and her key accounts. 
C)  She is trying to impress her customers. 
D)  She is trying to build good will with her customers 
E)  Both a and c 
A)  She wants the people from the R&D department to handle complaints. 
B)  She's making an effort to expand collaborative involvement between her company and her key accounts. 
C)  She is trying to impress her customers. 
D)  She is trying to build good will with her customers 
E)  Both a and c

Question 19

Which of the following is accurate regarding the impact of technology on customer relationship management?

Accepted Answer

A)  Buyers can place orders without the salesperson's involvement. 
B)  Buyers may have continuous real-time access to the selling organization. 
C)  Salespeople are more readily able to analyze customer information. 
D)  Salespeople have more timely, and perhaps expanded, access to their companies records and interactions (e.g., customer service, order fulfillment, etc.) concerning their customers. 
E)  All of the above are accurate. 
A)  Buyers can place orders without the salesperson's involvement. 
B)  Buyers may have continuous real-time access to the selling organization. 
C)  Salespeople are more readily able to analyze customer information. 
D)  Salespeople have more timely, and perhaps expanded, access to their companies records and interactions (e.g., customer service, order fulfillment, etc.) concerning their customers. 
E)  All of the above are accurate.

Question 20

One of the ways to ensure customer satisfaction is to ___________the customer after the sale.

Accepted Answer

The answer of One of the ways to ensure customer...

When a post-sale customer complaint arises, the salesperson should:

Which of the following is not one of the four benefits of service enthusiasm that allow the sales organization to gain an advantage over its competitors?

Kim is a salesperson who is able to use her knowledge of her customers and their industries to create value-added interactions and generate meaningful relationships between her and her customers. Which of the four sequential components of effective follow-up is Kim utilizing?

Salespeople should avoid letting their complaining customers vent because it only makes matters worse.

Which of the following is the best method a salesperson can utilize for reducing customer complaints?

Which of the following is not one of the steps for handling complaints?

New customers generally feel special because they have received a lot of attention.

For many salespeople, the core products that they're selling provide the same features and benefits as those of their competitors.Which of the following statements is true regarding this sort of competitive environment?

Although not to be used alone, a handwritten thank you card to a customer is always a good form of customer follow-up.

Which of the following is not one of the four benefits of service enthusiasm that allow the sales organization to gain an advantage over its competitors?

Ethan is a salesperson for an industrial equipment manufacturer. Once a prospect becomes a new customer, Ethan looks for ways to improve the products and services his company provides the new customer in order to convert him/her into a loyal customer. In other words, Ethan looks for ways to:

Routine follow-up with customers is important to building successful long-term relationships.

Once the sale has been made and the product delivered, the buyer does not want to hear from the salesperson until it is time to order again.

Building goodwill is important to converting new customers to committed lifetime customers

Suppose you are salesperson for FedEx.Which of the following actions would you take to ensure you are made aware of any concerns your customers may have?

Susan always asks her customers to be candid with her, especially when it comes to their satisfaction.Susan:

Salespeople looking for ways to take relationships with their customers to higher levels after the sales should:

Susan is a sales representative for an industrial chemical company.Over the course of the next few months Susan is going to try to have people from the R&D department visit her customers to see how they use the products.Which of the following explains why Susan is going to all of this trouble?

Which of the following is accurate regarding the impact of technology on customer relationship management?

One of the ways to ensure customer satisfaction is to ___________the customer after the sale.

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

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Exam 9: Expanding Customer Relations

When a post-sale customer complaint arises, the salesperson should:

Which of the following is not one of the four benefits of service enthusiasm that allow the sales organization to gain an advantage over its competitors?

Kim is a salesperson who is able to use her knowledge of her customers and their industries to create value-added interactions and generate meaningful relationships between her and her customers. Which of the four sequential components of effective follow-up is Kim utilizing?

Salespeople should avoid letting their complaining customers vent because it only makes matters worse.

Which of the following is the best method a salesperson can utilize for reducing customer complaints?

Which of the following is not one of the steps for handling complaints?

New customers generally feel special because they have received a lot of attention.

For many salespeople, the core products that they're selling provide the same features and benefits as those of their competitors.Which of the following statements is true regarding this sort of competitive environment?

Although not to be used alone, a handwritten thank you card to a customer is always a good form of customer follow-up.

Which of the following is not one of the four benefits of service enthusiasm that allow the sales organization to gain an advantage over its competitors?

Ethan is a salesperson for an industrial equipment manufacturer. Once a prospect becomes a new customer, Ethan looks for ways to improve the products and services his company provides the new customer in order to convert him/her into a loyal customer. In other words, Ethan looks for ways to:

Routine follow-up with customers is important to building successful long-term relationships.

Once the sale has been made and the product delivered, the buyer does not want to hear from the salesperson until it is time to order again.

Building goodwill is important to converting new customers to committed lifetime customers

Suppose you are salesperson for FedEx.Which of the following actions would you take to ensure you are made aware of any concerns your customers may have?

Susan always asks her customers to be candid with her, especially when it comes to their satisfaction.Susan:

Salespeople looking for ways to take relationships with their customers to higher levels after the sales should:

Susan is a sales representative for an industrial chemical company.Over the course of the next few months Susan is going to try to have people from the R&D department visit her customers to see how they use the products.Which of the following explains why Susan is going to all of this trouble?

Which of the following is accurate regarding the impact of technology on customer relationship management?

One of the ways to ensure customer satisfaction is to ___________the customer after the sale.

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