Question 1

Salespeople have employed a variety of technology-based salesforce automation tools in order to:​

Accepted Answer

A) ​help higher authorities manage the storage of diverse types of information. 
B) better track the increasingly complex combination of buyer-seller interactions.​ 
C) reduce the number of critical encounters with buyers. 
D) maintain contact with and influence the purchase decisions of multiple individuals in the buying organization.​ 
E) develop insight into how more products can be sold to a buyer.​ 
A) ​help higher authorities manage the storage of diverse types of information. 
B) better track the increasingly complex combination of buyer-seller interactions.​ 
C) reduce the number of critical encounters with buyers. 
D) maintain contact with and influence the purchase decisions of multiple individuals in the buying organization.​ 
E) develop insight into how more products can be sold to a buyer.​

Question 2

A salesperson should focus his or her sales resources on only one individual in the buying organization.​

Accepted Answer

A) True 
 B)False

Question 3

A customer cannot be turned onto an organization just by meeting many caring "can-do" people.​

Accepted Answer

A) True 
 B)False

Question 4

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 5

Jane is a salesperson for a company that manufactures laptop computers.One of her customers left her a message indicating that he was unhappy about the last order he received.While on her way to visit the customer to discuss the problem,Jane decides to review her procedure for handling complaints.What is the first thing she needs to do in order to resolve the customer's complaint?​

Accepted Answer

A) ​Jane should ask the customer what he would like her to do. 
B) Jane should ask the customer to explain the problem and listen carefully to get the whole story.​ 
C) Jane should offer the customer a discount on his next order. 
D) Jane should inform the customer that she will not charge him for the order.​ 
E) Jane should ask the customer if he would like her to ask her superior to handle this complaint.​ 
A) ​Jane should ask the customer what he would like her to do. 
B) Jane should ask the customer to explain the problem and listen carefully to get the whole story.​ 
C) Jane should offer the customer a discount on his next order. 
D) Jane should inform the customer that she will not charge him for the order.​ 
E) Jane should ask the customer if he would like her to ask her superior to handle this complaint.​

Question 6

Processing requests for rush deliveries is unimportant to building successful long-term relationships.​

Accepted Answer

A) True 
 B)False

Question 7

Laila is very good at getting customers to purchase her company's products by telling them how the products are the best in the world.However,her customers are usually dissatisfied with the performance of the products even though they perform well and sometimes even slightly better than the competitor's products.In this scenario,which of the following is most likely the problem?​

Accepted Answer

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

Question 8

Mathew has called the customer service department of one of his suppliers to make a complaint.The customer service agent acts indifferently toward Mathew's problem but agrees to resolve the issue.In this scenario,the customer service agent should:​

Accepted Answer

A) ​not have resolved the issue until he or she had the whole story. 
B) have been more empathetic to Mathew's situation.​ 
C) have asked Mathew more questions. 
D) have agreed to Mathew's demands at the start of the conversation.​ 
E) have asked Mathew to speak to his supervisor.​ 
A) ​not have resolved the issue until he or she had the whole story. 
B) have been more empathetic to Mathew's situation.​ 
C) have asked Mathew more questions. 
D) have agreed to Mathew's demands at the start of the conversation.​ 
E) have asked Mathew to speak to his supervisor.​

Question 9

Anthony,a purchasing agent for a hospital,finds several items missing from a shipment that the hospital received from one of its suppliers.Anthony speaks with a customer service representative who is very friendly and helpful.Anthony calls the supplier again the next day but talks to a different customer service representative who is not as friendly or helpful.Which of the following describes the problem the supplier has with customer service?​

Accepted Answer

A) ​It is difficult to train customer service representatives. 
B) The quality of service provided is inconsistent across customer service agents.​ 
C) The first customer service representative set unrealistic expectations. 
D) The first customer service representative needs more training.​ 
E) The first customer service representative is not qualified enough to help buyers.​ 
A) ​It is difficult to train customer service representatives. 
B) The quality of service provided is inconsistent across customer service agents.​ 
C) The first customer service representative set unrealistic expectations. 
D) The first customer service representative needs more training.​ 
E) The first customer service representative is not qualified enough to help buyers.​

Question 10

Which of the following is the most important dimension of customer service?​

Accepted Answer

A) ​Communication 
B) Critical encounters​ 
C) Resilience 
D) Service motivation​ 
E) Anticipation​ 
A) ​Communication 
B) Critical encounters​ 
C) Resilience 
D) Service motivation​ 
E) Anticipation​

Question 11

Unless the delivery delay is going to be very long,it is unwise to alert the buyer to minor delivery delays.​

Accepted Answer

A) True 
 B)False

Question 12

The goal for salespeople is to meet customer expectations and not exceed them.​

Accepted Answer

A) True 
 B)False

Question 13

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

Accepted Answer

A) True 
 B)False

Question 14

Meetings in which a salesperson encourages a buyer to discuss tough issues,especially in areas where the salesperson's organization is providing less-than-satisfactory performance,are called _________.​

Accepted Answer

The answer of Meetings in which a salesperson encourages a...

Question 15

A(n)_________ is a system that dynamically links buyers and sellers into a rich communication network to establish and reinforce long-term,profitable relationships.​

Accepted Answer

customer r

Question 16

The specific component of effective salesperson follow-up designed to _____ with customers refers to a salesperson's ability to apply relevant understanding and insight to create value-added interactions.​

Accepted Answer

A) ​interact 
B) connect​ 
C) agree 
D) relate​ 
E) plead​ 
A) ​interact 
B) connect​ 
C) agree 
D) relate​ 
E) plead​

Question 17

In markets where it's hard to differentiate the core products,more and more companies are turning to _____ as a strategy to acquire and maintain customers.​

Accepted Answer

A) ​collaborative involvement 
B) service motivation​ 
C) resilience 
D) service quality​ 
E) ​reliability 
A) ​collaborative involvement 
B) service motivation​ 
C) resilience 
D) service quality​ 
E) ​reliability

Question 18

With respect to training customer personnel,salespeople should:​

Accepted Answer

A) ​leave the training to the training experts. 
B) encourage customers to provide their own training.​ 
C) always use it as a bargaining tool when trying to get the buyer to make a purchase. 
D) be involved directly or indirectly in the training process unless otherwise specified by the customer.​ 
E) schedule the training sessions as conveniently as possible for the customer.​ 
A) ​leave the training to the training experts. 
B) encourage customers to provide their own training.​ 
C) always use it as a bargaining tool when trying to get the buyer to make a purchase. 
D) be involved directly or indirectly in the training process unless otherwise specified by the customer.​ 
E) schedule the training sessions as conveniently as possible for the customer.​

Salespeople have employed a variety of technology-based salesforce automation tools in order to:

A salesperson should focus his or her sales resources on only one individual in the buying organization.

A customer cannot be turned onto an organization just by meeting many caring "can-do" people.

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

Processing requests for rush deliveries is unimportant to building successful long-term relationships.

Mathew has called the customer service department of one of his suppliers to make a complaint.The customer service agent acts indifferently toward Mathew's problem but agrees to resolve the issue.In this scenario,the customer service agent should:

Which of the following is the most important dimension of customer service?

Unless the delivery delay is going to be very long,it is unwise to alert the buyer to minor delivery delays.

The goal for salespeople is to meet customer expectations and not exceed them.

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

Meetings in which a salesperson encourages a buyer to discuss tough issues,especially in areas where the salesperson's organization is providing less-than-satisfactory performance,are called _________.

A(n)_________ is a system that dynamically links buyers and sellers into a rich communication network to establish and reinforce long-term,profitable relationships.

The specific component of effective salesperson follow-up designed to _____ with customers refers to a salesperson's ability to apply relevant understanding and insight to create value-added interactions.

In markets where it's hard to differentiate the core products,more and more companies are turning to _____ as a strategy to acquire and maintain customers.

With respect to training customer personnel,salespeople should:

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 Communication Value

Addressing Concerns and Earning Commitment

Adding Value: Self-Leadership and Teamwork

Filters

Exam 9: Expanding Customer Relationships

Salespeople have employed a variety of technology-based salesforce automation tools in order to:​

A salesperson should focus his or her sales resources on only one individual in the buying organization.​

A customer cannot be turned onto an organization just by meeting many caring "can-do" people.​

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

Processing requests for rush deliveries is unimportant to building successful long-term relationships.​

Mathew has called the customer service department of one of his suppliers to make a complaint.The customer service agent acts indifferently toward Mathew's problem but agrees to resolve the issue.In this scenario,the customer service agent should:​

Which of the following is the most important dimension of customer service?​

Unless the delivery delay is going to be very long,it is unwise to alert the buyer to minor delivery delays.​

The goal for salespeople is to meet customer expectations and not exceed them.​

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

Meetings in which a salesperson encourages a buyer to discuss tough issues,especially in areas where the salesperson's organization is providing less-than-satisfactory performance,are called _________.​

A(n)_________ is a system that dynamically links buyers and sellers into a rich communication network to establish and reinforce long-term,profitable relationships.​

The specific component of effective salesperson follow-up designed to _____ with customers refers to a salesperson's ability to apply relevant understanding and insight to create value-added interactions.​

In markets where it's hard to differentiate the core products,more and more companies are turning to _____ as a strategy to acquire and maintain customers.​

With respect to training customer personnel,salespeople should:​

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 Communication Value

Addressing Concerns and Earning Commitment

Adding Value: Self-Leadership and Teamwork

Filters

Salespeople have employed a variety of technology-based salesforce automation tools in order to:

A salesperson should focus his or her sales resources on only one individual in the buying organization.

A customer cannot be turned onto an organization just by meeting many caring "can-do" people.

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

Processing requests for rush deliveries is unimportant to building successful long-term relationships.

Mathew has called the customer service department of one of his suppliers to make a complaint.The customer service agent acts indifferently toward Mathew's problem but agrees to resolve the issue.In this scenario,the customer service agent should:

Which of the following is the most important dimension of customer service?

Unless the delivery delay is going to be very long,it is unwise to alert the buyer to minor delivery delays.

The goal for salespeople is to meet customer expectations and not exceed them.

Meetings in which a salesperson encourages a buyer to discuss tough issues,especially in areas where the salesperson's organization is providing less-than-satisfactory performance,are called _________.

A(n)_________ is a system that dynamically links buyers and sellers into a rich communication network to establish and reinforce long-term,profitable relationships.

The specific component of effective salesperson follow-up designed to _____ with customers refers to a salesperson's ability to apply relevant understanding and insight to create value-added interactions.

In markets where it's hard to differentiate the core products,more and more companies are turning to _____ as a strategy to acquire and maintain customers.

With respect to training customer personnel,salespeople should: