Question 1

Which of the following actions can enhance a customer's feelings toward a salesperson and his or her organization?

Accepted Answer

A)  Focusing on short-term orders 
B)  Applying the practices of traditional selling 
C)  Using cold canvassing for customer prospecting 
D)  Periodically inquiring about customer satisfaction 
E)  Directing the customer to after-sales support 
A)  Focusing on short-term orders 
B)  Applying the practices of traditional selling 
C)  Using cold canvassing for customer prospecting 
D)  Periodically inquiring about customer satisfaction 
E)  Directing the customer to after-sales support

Question 2

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

Accepted Answer

A)  Unlike the first customer service representative, the second customer service representative failed to avoid critical encounters with the customer. 
B)  The quality of service provided is inconsistent across customer service agents. 
C)  The first customer service representative set unrealistic expectations. 
D)  The second customer service representative needs more technical training. 
E)  Unlike the first customer service representative, the second customer service representative failed to apply the practices of traditional selling. 
A)  Unlike the first customer service representative, the second customer service representative failed to avoid critical encounters with the customer. 
B)  The quality of service provided is inconsistent across customer service agents. 
C)  The first customer service representative set unrealistic expectations. 
D)  The second customer service representative needs more technical training. 
E)  Unlike the first customer service representative, the second customer service representative failed to apply the practices of traditional selling.

Question 3

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

Accepted Answer

A)  help higher authorities manage the storage of different types of information. 
B)  better track the increasingly complex combination of buyer-seller interactions. 
C)  eliminate critical encounters with buyers. 
D)  discourage other companies from competing. 
E)  adopt traditional selling practices. 
A)  help higher authorities manage the storage of different types of information. 
B)  better track the increasingly complex combination of buyer-seller interactions. 
C)  eliminate critical encounters with buyers. 
D)  discourage other companies from competing. 
E)  adopt traditional selling practices.

Question 4

Which of the following statements is true of a service strategy?

Accepted Answer

A)  It allows salespeople to plan their actions for each customer. 
B)  It cannot be customized. 
C)  It is one of the components of the effective salesperson follow-up. 
D)  It the most important dimension of the three customer service dimensions. 
E)  It must not be done while directing efforts against competitors. 
A)  It allows salespeople to plan their actions for each customer. 
B)  It cannot be customized. 
C)  It is one of the components of the effective salesperson follow-up. 
D)  It the most important dimension of the three customer service dimensions. 
E)  It must not be done while directing efforts against competitors.

Question 5

In the four sequential components of effective salesperson follow-up, which of the following components immediately precedes the component "relate"?

Accepted Answer

A)  Interact 
B)  Agree 
C)  Know 
D)  Connect 
E)  Ingratiate 
A)  Interact 
B)  Agree 
C)  Know 
D)  Connect 
E)  Ingratiate

Question 6

Determining how one's customers' needs and perceptions are changing is a part of:

Accepted Answer

A)  developing a strategy to minimize critical encounters. 
B)  developing a service strategy. 
C)  increasing service resilience. 
D)  developing social cognition. 
E)  transitioning from using relationship selling to using traditional selling. 
A)  developing a strategy to minimize critical encounters. 
B)  developing a service strategy. 
C)  increasing service resilience. 
D)  developing social cognition. 
E)  transitioning from using relationship selling to using traditional selling.

Question 7

Brainstorming sessions with customers demonstrate a willingness to listen and show that the company cares about its customers.

Accepted Answer

A) True 
 B)False

Question 8

According to research involving business customers, the number-one characteristic found to define a world-class salesperson is someone who:

Accepted Answer

A)  manages to close the most number of sales in a given time period. 
B)  practices traditional selling. 
C)  personally manages the customer's satisfaction by being accountable for the customer's desired results. 
D)  uses cold canvassing for customer prospecting. 
E)  handles complaints in a timely and thoughtful manner by delegating work to other salespeople. 
A)  manages to close the most number of sales in a given time period. 
B)  practices traditional selling. 
C)  personally manages the customer's satisfaction by being accountable for the customer's desired results. 
D)  uses cold canvassing for customer prospecting. 
E)  handles complaints in a timely and thoughtful manner by delegating work to other salespeople.

Question 9

Which of the following is likely to help salespeople enhance customer value?

Accepted Answer

A)  Using cold canvassing for customer prospecting 
B)  Keeping in touch with customers to pass along information 
C)  Asking customers to refer them to other buyers 
D)  Applying the practices of traditional selling 
E)  Minimizing critical encounters with customers 
A)  Using cold canvassing for customer prospecting 
B)  Keeping in touch with customers to pass along information 
C)  Asking customers to refer them to other buyers 
D)  Applying the practices of traditional selling 
E)  Minimizing critical encounters with customers

Question 10

Which of the following is consistently cited by customers as one of the primary reasons they stopped buying from a company?

Accepted Answer

A)  Poor location of the store 
B)  Poor service 
C)  High prices 
D)  Poor product quality 
E)  Lack of choices 
A)  Poor location of the store 
B)  Poor service 
C)  High prices 
D)  Poor product quality 
E)  Lack of choices

Question 11

In the context of training customer personnel, which of the following is true of a salesperson's role?

Accepted Answer

A)  The salesperson must use the training sessions to persuade customers to provide referrals. 
B)  The salesperson must cover up mistakes made by the training team. 
C)  The salesperson must serve as a facilitator to ensure that all of the parties are properly introduced. 
D)  The salesperson must use the training session to persuade the customers to buy more products. 
E)  The salesperson is solely responsible for customer training even when the product is technical. 
A)  The salesperson must use the training sessions to persuade customers to provide referrals. 
B)  The salesperson must cover up mistakes made by the training team. 
C)  The salesperson must serve as a facilitator to ensure that all of the parties are properly introduced. 
D)  The salesperson must use the training session to persuade the customers to buy more products. 
E)  The salesperson is solely responsible for customer training even when the product is technical.

Question 12

Which of the following is the reason a salesperson has a key role in training customer personnel?

Accepted Answer

A)  The price terms of service agreements always include customer training, and it is the salesperson's responsibility to fulfil all service agreements. 
B)  The salesperson is more qualified than technical experts. 
C)  The salesperson knows the customer best. 
D)  The training sessions can be used as an opportunity to persuade the buyer to provide referrals and buy more products. 
E)  The salesperson is solely responsible for customer training even when the product is technical. 
A)  The price terms of service agreements always include customer training, and it is the salesperson's responsibility to fulfil all service agreements. 
B)  The salesperson is more qualified than technical experts. 
C)  The salesperson knows the customer best. 
D)  The training sessions can be used as an opportunity to persuade the buyer to provide referrals and buy more products. 
E)  The salesperson is solely responsible for customer training even when the product is technical.

Question 13

In the context of service enthusiasm, reputation:

Accepted Answer

A)  does not require a service-minded corporate culture. 
B)  does not provide a competitive edge. 
C)  is a core component of the traditional sales process. 
D)  helps minimize critical encounters with customers. 
E)  allows a salesperson to distinguish himself or herself from the competition. 
A)  does not require a service-minded corporate culture. 
B)  does not provide a competitive edge. 
C)  is a core component of the traditional sales process. 
D)  helps minimize critical encounters with customers. 
E)  allows a salesperson to distinguish himself or herself from the competition.

Question 14

Jake is a salesperson for a private jet manufacturer. From experience, Jake knows that most customers will have questions or concerns after placing an order. Which of the following post-sale follow-up methods is the best way for Jake to convey that he really cares about his customers?

Accepted Answer

A)  A personal visit 
B)  A letter 
C)  An e-mail 
D)  A handwritten note 
E)  Social media 
A)  A personal visit 
B)  A letter 
C)  An e-mail 
D)  A handwritten note 
E)  Social media

Question 15

In the context of service enthusiasm, a salesperson must:

Accepted Answer

A)  make it easy for his or her customers to discuss problems or complaints. 
B)  not concern himself or herself with the customer once a sale is made. 
C)  use cold canvassing for customer prospecting. 
D)  always advise a customer to talk directly to the after-sales support for any assistance. 
E)  apply the practices of the traditional sales process 
A)  make it easy for his or her customers to discuss problems or complaints. 
B)  not concern himself or herself with the customer once a sale is made. 
C)  use cold canvassing for customer prospecting. 
D)  always advise a customer to talk directly to the after-sales support for any assistance. 
E)  apply the practices of the traditional sales process

Question 16

In the four sequential components of effective salesperson follow-up, which of the following components immediately follows the component "connect"?

Accepted Answer

A)  Request 
B)  Interact 
C)  Know 
D)  Plead 
E)  Relate 
A)  Request 
B)  Interact 
C)  Know 
D)  Plead 
E)  Relate

Question 17

In the context of sales, the lifeline of an organization today is _____.

Accepted Answer

A)  niche marketing 
B)  repeat business 
C)  social selling 
D)  cold canvassing 
E)  sales forecasting 
A)  niche marketing 
B)  repeat business 
C)  social selling 
D)  cold canvassing 
E)  sales forecasting

Question 18

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

Accepted Answer

A)  mass marketing 
B)  traditional selling 
C)  field sales 
D)  service quality 
E)  cold canvassing 
A)  mass marketing 
B)  traditional selling 
C)  field sales 
D)  service quality 
E)  cold canvassing

Question 19

In the context of the relational sales process, which of the following is considered a partnership-enhancement activity?

Accepted Answer

A)  Focusing on short-term orders 
B)  Using cold canvassing for customer prospecting 
C)  Monitoring installation 
D)  Practicing traditional selling 
E)  Avoiding critical encounters with customers 
A)  Focusing on short-term orders 
B)  Using cold canvassing for customer prospecting 
C)  Monitoring installation 
D)  Practicing traditional selling 
E)  Avoiding critical encounters with customers

Question 20

In the context of providing quality customer service, _____ refer to brief periods of time when a customer comes into contact with a salesperson, the training staff, installers, field engineers, or service personnel and has an opportunity to form an impression.

Accepted Answer

A)  close encounters 
B)  watershed moments 
C)  innovation meetings 
D)  forecast periods 
E)  moments of truth 
A)  close encounters 
B)  watershed moments 
C)  innovation meetings 
D)  forecast periods 
E)  moments of truth

Which of the following actions can enhance a customer's feelings toward a salesperson and his or her organization?

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

Which of the following statements is true of a service strategy?

In the four sequential components of effective salesperson follow-up, which of the following components immediately precedes the component "relate"?

Determining how one's customers' needs and perceptions are changing is a part of:

Brainstorming sessions with customers demonstrate a willingness to listen and show that the company cares about its customers.

According to research involving business customers, the number-one characteristic found to define a world-class salesperson is someone who:

Which of the following is likely to help salespeople enhance customer value?

Which of the following is consistently cited by customers as one of the primary reasons they stopped buying from a company?

In the context of training customer personnel, which of the following is true of a salesperson's role?

Which of the following is the reason a salesperson has a key role in training customer personnel?

In the context of service enthusiasm, reputation:

Jake is a salesperson for a private jet manufacturer. From experience, Jake knows that most customers will have questions or concerns after placing an order. Which of the following post-sale follow-up methods is the best way for Jake to convey that he really cares about his customers?

In the context of service enthusiasm, a salesperson must:

In the four sequential components of effective salesperson follow-up, which of the following components immediately follows the component "connect"?

In the context of sales, the lifeline of an organization today is _____.

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

In the context of the relational sales process, which of the following is considered a partnership-enhancement activity?

In the context of providing quality customer service, _____ refer to brief periods of time when a customer comes into contact with a salesperson, the training staff, installers, field engineers, or service personnel and has an opportunity to form an impression.

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

Which of the following actions can enhance a customer's feelings toward a salesperson and his or her organization?

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

Which of the following statements is true of a service strategy?

In the four sequential components of effective salesperson follow-up, which of the following components immediately precedes the component "relate"?

Determining how one's customers' needs and perceptions are changing is a part of:

Brainstorming sessions with customers demonstrate a willingness to listen and show that the company cares about its customers.

According to research involving business customers, the number-one characteristic found to define a world-class salesperson is someone who:

Which of the following is likely to help salespeople enhance customer value?

Which of the following is consistently cited by customers as one of the primary reasons they stopped buying from a company?

In the context of training customer personnel, which of the following is true of a salesperson's role?

Which of the following is the reason a salesperson has a key role in training customer personnel?

In the context of service enthusiasm, reputation:

Jake is a salesperson for a private jet manufacturer. From experience, Jake knows that most customers will have questions or concerns after placing an order. Which of the following post-sale follow-up methods is the best way for Jake to convey that he really cares about his customers?

In the context of service enthusiasm, a salesperson must:

In the four sequential components of effective salesperson follow-up, which of the following components immediately follows the component "connect"?

In the context of sales, the lifeline of an organization today is _____.

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

In the context of the relational sales process, which of the following is considered a partnership-enhancement activity?

In the context of providing quality customer service, _____ refer to brief periods of time when a customer comes into contact with a salesperson, the training staff, installers, field engineers, or service personnel and has an opportunity to form an impression.

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