Question 1

What is perceived purchase satisfaction?

Accepted Answer

Perceived purchase satisfactio

Question 2

After Helen, a realtor, closes a sale on a house, she usually calls her customers the following week to find out if they are pleased with their new home. This is an example of transaction selling.

Accepted Answer

A) True 
 B)False

Question 3

Peter is a sales engineer of Turner Associates, a machine tool manufacturer. During his routine visit to a customer's house, Peter finds out that the customer has a fresh requirement for two lathe machines. According to the text, Peter should move back to the ________ stage in relationship selling for the new machines.

Accepted Answer

A)  approach 
B)  presentation 
C)  trial close 
D)  close 
E)  preapproach 
A)  approach 
B)  presentation 
C)  trial close 
D)  close 
E)  preapproach

Question 4

When the salesperson sells to customers and does not contact them again, the process is known as:

Accepted Answer

A)  follow up. 
B)  transaction selling. 
C)  transfer selling. 
D)  relationship selling. 
E)  technology selling. 
A)  follow up. 
B)  transaction selling. 
C)  transfer selling. 
D)  relationship selling. 
E)  technology selling.

Question 5

As friends become intimate friends, all of the following happen EXCEPT:

Accepted Answer

A)  acknowledgement. 
B)  suppression. 
C)  self-disclosure. 
D)  communication. 
E)  attentiveness. 
A)  acknowledgement. 
B)  suppression. 
C)  self-disclosure. 
D)  communication. 
E)  attentiveness.

Question 6

A salesperson who wants to build a caring relationship with a potential key account has analyzed the customers' needs and explained product benefits. Next, the salesperson should:

Accepted Answer

A)  provide follow-up service. 
B)  develop an account penetration program. 
C)  gain a commitment to buy. 
D)  wait for the buyer to close the sale. 
E)  look for other needs to analyze. 
A)  provide follow-up service. 
B)  develop an account penetration program. 
C)  gain a commitment to buy. 
D)  wait for the buyer to close the sale. 
E)  look for other needs to analyze.

Question 7

Ken Hansek sells sales promotion items such as key chains, mugs, t-shirts, and balloons. He sends out a quarterly newsletter that contains information on new products that are available, creative way customers are using sales promotion merchandise, and news that he thinks would be of interest to customers. Why does Hansek write this newsletter?

Accepted Answer

It is a good way to show appre

Question 8

How does a salesperson acquire sales wisdom?

Accepted Answer

First, you must learn to trust and honor

Question 9

Follow up after the sale if for the purpose of evaluating the effectiveness of the product.

Accepted Answer

A) True 
 B)False

Question 10

List the three levels of customer relationship marketing.

Accepted Answer

The three levels are (1) trans

Question 11

Distribution of the number of products in a product line can determine the extent of account penetration.

Accepted Answer

A) True 
 B)False

Question 12

If a salesperson sincerely wants to establish a caring relationship with a potential key account, the salesperson should:

Accepted Answer

A)  view the selling process as continuous. 
B)  engage in transaction selling. 
C)  assume the selling process has a distinct beginning and ending. 
D)  internalize the buyer's organizational culture. 
E)  engage in relationship transformation selling. 
A)  view the selling process as continuous. 
B)  engage in transaction selling. 
C)  assume the selling process has a distinct beginning and ending. 
D)  internalize the buyer's organizational culture. 
E)  engage in relationship transformation selling.

Question 13

________ refers to the activities and programs provided by the seller to make the relationship satisfying for the customer.

Accepted Answer

A)  Customer service 
B)  Customer satisfaction 
C)  Transaction selling 
D)  Transfer pricing 
E)  Marketing mix 
A)  Customer service 
B)  Customer satisfaction 
C)  Transaction selling 
D)  Transfer pricing 
E)  Marketing mix

Question 14

Clearwater Hampers is a small British company that sells luxury food and drink in various combinations in picnic hampers. Food and wine are seen as classic, fail-safe gifts in a market where present-buying is increasingly tricky. Corporate customers, both in the United Kingdom and abroad, are important to the business. Clearwater has had several orders for more than a quarter of a million dollars. The company's leading salesperson is Peter Austin, who sees his company "as a service company rather than a food and drink business. Our priority is to get the hampers out on time, filled with the right products." Austin often checks to see if his customers are satisfied with his service. Which of the following statements is most likely Austin's sales philosophy?

Accepted Answer

A)  Increased sales transactions improve customer satisfaction. 
B)  Customer satisfaction leads to lowered sales expectations. 
C)  Partnering/consultative selling eliminates a customer's cognitive dissonance. 
D)  Customer service improves customer retention. 
E)  Customer services requires technology. 
A)  Increased sales transactions improve customer satisfaction. 
B)  Customer satisfaction leads to lowered sales expectations. 
C)  Partnering/consultative selling eliminates a customer's cognitive dissonance. 
D)  Customer service improves customer retention. 
E)  Customer services requires technology.

Question 15

The more a salesperson penetrates an account the greater the chances of maximizing sales within the account.

Accepted Answer

A) True 
 B)False

Question 16

Successful account penetration:

Accepted Answer

A)  requires a salesperson to develop a third level business friendship with all members of the buying center. 
B)  makes gatekeepers and influencers nonessential members of the buying center. 
C)  can only occur with new-task buying. 
D)  is derived from the salesperson's ability to work and contact people throughout an account. 
E)  relies on team selling. 
A)  requires a salesperson to develop a third level business friendship with all members of the buying center. 
B)  makes gatekeepers and influencers nonessential members of the buying center. 
C)  can only occur with new-task buying. 
D)  is derived from the salesperson's ability to work and contact people throughout an account. 
E)  relies on team selling.

Question 17

A photocopier salesperson is trying to determine how often he should call on a new account in order to provide proper service. He most likely has to consider all of the following EXCEPT:

Accepted Answer

A)  present and potential sales. 
B)  servicing needs of purchased products. 
C)  number of product lines sold to the account. 
D)  number of orders expected annually from the account. 
E)  the necessity and cost of overnight travel to visit the account. 
A)  present and potential sales. 
B)  servicing needs of purchased products. 
C)  number of product lines sold to the account. 
D)  number of orders expected annually from the account. 
E)  the necessity and cost of overnight travel to visit the account.

Question 18

Information collected through social media platforms can be integrated with other data captured in CRM systems to assist salespeople to develop appropriate and timely responses to their customers' post-sale service needs.

Accepted Answer

A) True 
 B)False

Question 19

A professional salesperson will wait a couple of days before handling any customer complaint, because customer complaints often become less significant with the passage of time.

Accepted Answer

A) True 
 B)False

Question 20

The customer could be right when he/she:

Accepted Answer

A)  believes that he is right in spite of being wrong. 
B)  asks the salesperson to set an illegal price. 
C)  tempts the salesperson to conduct an unethical task. 
D)  is asking for terms that are harmful for the seller. 
E)  is dishonest. 
A)  believes that he is right in spite of being wrong. 
B)  asks the salesperson to set an illegal price. 
C)  tempts the salesperson to conduct an unethical task. 
D)  is asking for terms that are harmful for the seller. 
E)  is dishonest.

What is perceived purchase satisfaction?

After Helen, a realtor, closes a sale on a house, she usually calls her customers the following week to find out if they are pleased with their new home. This is an example of transaction selling.

When the salesperson sells to customers and does not contact them again, the process is known as:

As friends become intimate friends, all of the following happen EXCEPT:

A salesperson who wants to build a caring relationship with a potential key account has analyzed the customers' needs and explained product benefits. Next, the salesperson should:

How does a salesperson acquire sales wisdom?

Follow up after the sale if for the purpose of evaluating the effectiveness of the product.

List the three levels of customer relationship marketing.

Distribution of the number of products in a product line can determine the extent of account penetration.

If a salesperson sincerely wants to establish a caring relationship with a potential key account, the salesperson should:

________ refers to the activities and programs provided by the seller to make the relationship satisfying for the customer.

The more a salesperson penetrates an account the greater the chances of maximizing sales within the account.

Successful account penetration:

A photocopier salesperson is trying to determine how often he should call on a new account in order to provide proper service. He most likely has to consider all of the following EXCEPT:

Information collected through social media platforms can be integrated with other data captured in CRM systems to assist salespeople to develop appropriate and timely responses to their customers' post-sale service needs.

A professional salesperson will wait a couple of days before handling any customer complaint, because customer complaints often become less significant with the passage of time.

The customer could be right when he/she:

The Life, Times, and Career of the Professional Salesperson

Ethics First -Then Customer Relationships

The Psychology of Selling: Why People Buy

Communication for Relationship Building: Its Not All Talk

Sales Knowledge: Customers, Products, Technologies

Prospectingthe Lifeblood of Selling

Planning the Sales Call Is a Must

Carefully Select Which Sales Presentation Method to Use

Begin Your Presentation Strategically

Elements of a Great Sales Presentation

Welcome Your Prospects Objections

Closing Begins the Relationship

Time, Territory, and Self-Management: Keys to Success

Filters

Exam 13: Service and Follow-Up for Customer Retention

What is perceived purchase satisfaction?

After Helen, a realtor, closes a sale on a house, she usually calls her customers the following week to find out if they are pleased with their new home. This is an example of transaction selling.

When the salesperson sells to customers and does not contact them again, the process is known as:

As friends become intimate friends, all of the following happen EXCEPT:

A salesperson who wants to build a caring relationship with a potential key account has analyzed the customers' needs and explained product benefits. Next, the salesperson should:

How does a salesperson acquire sales wisdom?

Follow up after the sale if for the purpose of evaluating the effectiveness of the product.

List the three levels of customer relationship marketing.

Distribution of the number of products in a product line can determine the extent of account penetration.

If a salesperson sincerely wants to establish a caring relationship with a potential key account, the salesperson should:

________ refers to the activities and programs provided by the seller to make the relationship satisfying for the customer.

The more a salesperson penetrates an account the greater the chances of maximizing sales within the account.

Successful account penetration:

A photocopier salesperson is trying to determine how often he should call on a new account in order to provide proper service. He most likely has to consider all of the following EXCEPT:

Information collected through social media platforms can be integrated with other data captured in CRM systems to assist salespeople to develop appropriate and timely responses to their customers' post-sale service needs.

A professional salesperson will wait a couple of days before handling any customer complaint, because customer complaints often become less significant with the passage of time.

The customer could be right when he/she:

The Life, Times, and Career of the Professional Salesperson

Ethics First -Then Customer Relationships

The Psychology of Selling: Why People Buy

Communication for Relationship Building: Its Not All Talk

Sales Knowledge: Customers, Products, Technologies

Prospectingthe Lifeblood of Selling

Planning the Sales Call Is a Must

Carefully Select Which Sales Presentation Method to Use

Begin Your Presentation Strategically

Elements of a Great Sales Presentation

Welcome Your Prospects Objections

Closing Begins the Relationship

Time, Territory, and Self-Management: Keys to Success

Filters