Question 1

In the context of service enthusiasm, reputations:

Accepted Answer

A)  are key to the traditional sales process. 
B)  help minimize critical encounters with customers. 
C)  can be destroyed by a single negative event. 
D)  do not take long to establish. 
E)  do not help salespeople distinguish themselves from the competition. 
A)  are key to the traditional sales process. 
B)  help minimize critical encounters with customers. 
C)  can be destroyed by a single negative event. 
D)  do not take long to establish. 
E)  do not help salespeople distinguish themselves from the competition. C

Question 2

Natalie is a salesperson for a company that manufactures office supplies. Which of the following activities should Natalie engage in if she wants to convert her customers into highly committed lifetime customers?

Accepted Answer

A)  She should focus on short-term goals. 
B)  She should use cold canvassing for customer prospecting. 
C)  She should process requests for rush deliveries willingly. 
D)  She should make use of traditional selling methods. 
E)  She should pass customer complaints to other people in her organization. 
A)  She should focus on short-term goals. 
B)  She should use cold canvassing for customer prospecting. 
C)  She should process requests for rush deliveries willingly. 
D)  She should make use of traditional selling methods. 
E)  She should pass customer complaints to other people in her organization. C

Question 3

Which of the following statements is true of salespeople who engage in traditional selling?

Accepted Answer

A)  They think that their job is over when they close a sale. 
B)  They move on to new prospects only once the current order is delivered to the customer. 
C)  They rely on integrative, win-win, and collaborative negotiation. 
D)  They focus on maintaining long-term relationships with customers. 
E)  They engage in a high level of problem-solving activity. 
A)  They think that their job is over when they close a sale. 
B)  They move on to new prospects only once the current order is delivered to the customer. 
C)  They rely on integrative, win-win, and collaborative negotiation. 
D)  They focus on maintaining long-term relationships with customers. 
E)  They engage in a high level of problem-solving activity. A

Question 4

Susan, a salesperson for a clothing company, always encourages her customers to be candid with her and requests them to be honest about the services they do not find satisfactory. In this scenario, Susan is:

Accepted Answer

A)  encouraging critical encounters. 
B)  applying the practices of traditional selling. 
C)  practicing the hard sell. 
D)  using cold canvassing. 
E)  trying to get a referral. 
A)  encouraging critical encounters. 
B)  applying the practices of traditional selling. 
C)  practicing the hard sell. 
D)  using cold canvassing. 
E)  trying to get a referral.

Question 5

The four sequential components of effective salesperson follow-up include interact, _____, know, and relate.

Accepted Answer

A)  request 
B)  agree 
C)  connect 
D)  plead 
E)  ingratiate 
A)  request 
B)  agree 
C)  connect 
D)  plead 
E)  ingratiate

Question 6

If a customer loses his or her cool, the salesperson should show _____.

Accepted Answer

A)  candor 
B)  brevity 
C)  resilience 
D)  apathy 
E)  diligence 
A)  candor 
B)  brevity 
C)  resilience 
D)  apathy 
E)  diligence

Question 7

One way for a selling firm to expand collaborative involvement with its customers is to host social engagements with them.

Accepted Answer

A) True 
 B)False

Question 8

Which of the following statements is true of service enthusiasm?

Accepted Answer

A)  It helps build reputation. 
B)  It is a core component of the traditional sales process. 
C)  It helps minimize critical encounters with customers. 
D)  It does not help generate profits. 
E)  It does not require a service-minded corporate culture. 
A)  It helps build reputation. 
B)  It is a core component of the traditional sales process. 
C)  It helps minimize critical encounters with customers. 
D)  It does not help generate profits. 
E)  It does not require a service-minded corporate culture.

Question 9

Which of the following do customers expect from salespeople?

Accepted Answer

A)  To use cold canvassing for customer prospecting 
B)  To avoid having critical encounters with them 
C)  To be accurate 
D)  To ask them for referrals 
E)  To apply the practices of traditional selling when interacting with them 
A)  To use cold canvassing for customer prospecting 
B)  To avoid having critical encounters with them 
C)  To be accurate 
D)  To ask them for referrals 
E)  To apply the practices of traditional selling when interacting with them

Question 10

For effective follow-up, a salesperson should maintain contact with only one individual in the buying organization.

Accepted Answer

A) True 
 B)False

Question 11

In the context of relationship marketing, identify a true statement about customer relationships.

Accepted Answer

A)  It is more important for an organization to acquire new customers than keep its existing customer base happy. 
B)  It is generally more expensive to acquire a new customer than to sustain a current one. 
C)  Investment in customer experience does not result in increased referral rates. 
D)  Post-sale service behaviors have minimal impact on the quality of a buyer-seller relationship. 
E)  Traditional selling methods are known to increase customer satisfaction. 
A)  It is more important for an organization to acquire new customers than keep its existing customer base happy. 
B)  It is generally more expensive to acquire a new customer than to sustain a current one. 
C)  Investment in customer experience does not result in increased referral rates. 
D)  Post-sale service behaviors have minimal impact on the quality of a buyer-seller relationship. 
E)  Traditional selling methods are known to increase customer satisfaction.

Question 12

Timothy is a salesperson for a furniture manufacturing company. He resolves customer complaints proactively and always makes it a point to clearly understand the requirements of his customers to ensure that they get what they want. In the context of customer service dimensions, Timothy exhibits _____ in the given scenario.

Accepted Answer

A)  brevity 
B)  service gap 
C)  service motivation 
D)  promotion knowledge 
E)  candor 
A)  brevity 
B)  service gap 
C)  service motivation 
D)  promotion knowledge 
E)  candor

Question 13

In the context of customer service, which of the following statements is true of service enthusiasm?

Accepted Answer

A)  Service enthusiasm is a core component of the traditional sales process. 
B)  Everyone who comes in contact with a customer should have same the service enthusiasm to generate its benefits. 
C)  Salespeople must focus on closing a sale rather than monitoring and coordinating the people who interact with a customer. 
D)  Sales enthusiasm helps minimize critical encounters with customers. 
E)  Service enthusiasm does not require a service-minded corporate culture. 
A)  Service enthusiasm is a core component of the traditional sales process. 
B)  Everyone who comes in contact with a customer should have same the service enthusiasm to generate its benefits. 
C)  Salespeople must focus on closing a sale rather than monitoring and coordinating the people who interact with a customer. 
D)  Sales enthusiasm helps minimize critical encounters with customers. 
E)  Service enthusiasm does not require a service-minded corporate culture.

Question 14

After a sale is made, one of the best ways to provide useful information to the customer is by a personal visit.

Accepted Answer

A) True 
 B)False

Question 15

Which of the following is likely to help an organization expand collaborative involvement?

Accepted Answer

A)  Hosting training sessions with customers 
B)  Minimizing critical encounters with customers 
C)  Developing service resilience 
D)  Applying the practices of traditional selling 
E)  Using cold canvassing for customer prospecting 
A)  Hosting training sessions with customers 
B)  Minimizing critical encounters with customers 
C)  Developing service resilience 
D)  Applying the practices of traditional selling 
E)  Using cold canvassing for customer prospecting

Question 16

Focusing on short-term orders is important to convert new customers to committed lifetime customers.

Accepted Answer

A) True 
 B)False

Question 17

Scott is a salesperson for an automobile manufacturing company. He usually tries to increase the number of critical encounters with his customers to facilitate effective communication. Which of the following sequential components of effective salesperson follow-up is Scott focusing on in the given scenario?

Accepted Answer

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

Question 18

A sales organization can ensure consistency and exceed customer expectations by:

Accepted Answer

A)  applying the practices of the traditional sales process. 
B)  understanding the benefits of service enthusiasm. 
C)  using cold canvassing for customer prospecting. 
D)  using strategies to minimize critical encounters with customers. 
E)  telling customers what they want to hear. 
A)  applying the practices of the traditional sales process. 
B)  understanding the benefits of service enthusiasm. 
C)  using cold canvassing for customer prospecting. 
D)  using strategies to minimize critical encounters with customers. 
E)  telling customers what they want to hear.

Question 19

Many customers feel neglected once they place an order with a company because the salesperson is not as attentive as he or she was previously.

Accepted Answer

A) True 
 B)False

Question 20

In the context of service enthusiasm, which of the following statements is true of reputation?

Accepted Answer

A)  It helps an organization attract and keep new customers. 
B)  It does not provide a competitive edge. 
C)  It is a core component of the traditional sales process. 
D)  It helps minimize critical encounters with customers. 
E)  It does not require a service-minded corporate culture. 
A)  It helps an organization attract and keep new customers. 
B)  It does not provide a competitive edge. 
C)  It is a core component of the traditional sales process. 
D)  It helps minimize critical encounters with customers. 
E)  It does not require a service-minded corporate culture.

In the context of service enthusiasm, reputations:

Natalie is a salesperson for a company that manufactures office supplies. Which of the following activities should Natalie engage in if she wants to convert her customers into highly committed lifetime customers?

Which of the following statements is true of salespeople who engage in traditional selling?

Susan, a salesperson for a clothing company, always encourages her customers to be candid with her and requests them to be honest about the services they do not find satisfactory. In this scenario, Susan is:

The four sequential components of effective salesperson follow-up include interact, _____, know, and relate.

If a customer loses his or her cool, the salesperson should show _____.

One way for a selling firm to expand collaborative involvement with its customers is to host social engagements with them.

Which of the following statements is true of service enthusiasm?

Which of the following do customers expect from salespeople?

For effective follow-up, a salesperson should maintain contact with only one individual in the buying organization.

In the context of relationship marketing, identify a true statement about customer relationships.

In the context of customer service, which of the following statements is true of service enthusiasm?

After a sale is made, one of the best ways to provide useful information to the customer is by a personal visit.

Which of the following is likely to help an organization expand collaborative involvement?

Focusing on short-term orders is important to convert new customers to committed lifetime customers.

A sales organization can ensure consistency and exceed customer expectations by:

Many customers feel neglected once they place an order with a company because the salesperson is not as attentive as he or she was previously.

In the context of service enthusiasm, which of the following statements is true of reputation?

Overview of Personal Selling

Building the Trust and Sales Ethics

Understanding Buyers

Communication Skills

Strategic Prospecting and Preparing for Sales Dialog

Planning Sales Dialog and Presentations

Sales Dialog: Creating and Communicating Value

Addressing Concerns and Earning Commitment

Adding Value: Self-Leadership and Teamwork

Filters

Exam 9: Expanding Customer Relationships

In the context of service enthusiasm, reputations:

Natalie is a salesperson for a company that manufactures office supplies. Which of the following activities should Natalie engage in if she wants to convert her customers into highly committed lifetime customers?

Which of the following statements is true of salespeople who engage in traditional selling?

Susan, a salesperson for a clothing company, always encourages her customers to be candid with her and requests them to be honest about the services they do not find satisfactory. In this scenario, Susan is:

The four sequential components of effective salesperson follow-up include interact, _____, know, and relate.

If a customer loses his or her cool, the salesperson should show _____.

One way for a selling firm to expand collaborative involvement with its customers is to host social engagements with them.

Which of the following statements is true of service enthusiasm?

Which of the following do customers expect from salespeople?

For effective follow-up, a salesperson should maintain contact with only one individual in the buying organization.

In the context of relationship marketing, identify a true statement about customer relationships.

In the context of customer service, which of the following statements is true of service enthusiasm?

After a sale is made, one of the best ways to provide useful information to the customer is by a personal visit.

Which of the following is likely to help an organization expand collaborative involvement?

Focusing on short-term orders is important to convert new customers to committed lifetime customers.

A sales organization can ensure consistency and exceed customer expectations by:

Many customers feel neglected once they place an order with a company because the salesperson is not as attentive as he or she was previously.

In the context of service enthusiasm, which of the following statements is true of reputation?

Overview of Personal Selling

Building the Trust and Sales Ethics

Understanding Buyers

Communication Skills

Strategic Prospecting and Preparing for Sales Dialog

Planning Sales Dialog and Presentations

Sales Dialog: Creating and Communicating Value

Addressing Concerns and Earning Commitment

Adding Value: Self-Leadership and Teamwork

Filters