Question 1

In the context of the relational sales process, keeping customers satisfied is important as it:

Accepted Answer

A)  leads to customer trust. 
B)  provides competitor information. 
C)  eliminates the need to improve product offerings. 
D)  eliminates the need to develop a strategic prospecting plan. 
E)  increases a salesperson's competitiveness. 
A)  leads to customer trust. 
B)  provides competitor information. 
C)  eliminates the need to improve product offerings. 
D)  eliminates the need to develop a strategic prospecting plan. 
E)  increases a salesperson's competitiveness.

Question 2

In the context of buyer-seller relationships, overpromising and underdelivering to a customer is an example of _____.

Accepted Answer

A)  a relationship enhancer 
B)  risk reversal 
C)  service resilience 
D)  a service motivator 
E)  a relationship detractor 
A)  a relationship enhancer 
B)  risk reversal 
C)  service resilience 
D)  a service motivator 
E)  a relationship detractor

Question 3

Even though a salesperson is rarely responsible for installation, which of the following is a reason for him or her to be present when the products sold to a customer are being installed?

Accepted Answer

A)  To sell additional products to the customer 
B)  To act as a buffer between the installation team and the customer 
C)  To cover up delivery and installation mistakes 
D)  To get a referral from the customer before the sale is closed 
E)  To ask the customer for a testimonial for future sales dialogues 
A)  To sell additional products to the customer 
B)  To act as a buffer between the installation team and the customer 
C)  To cover up delivery and installation mistakes 
D)  To get a referral from the customer before the sale is closed 
E)  To ask the customer for a testimonial for future sales dialogues

Question 4

In the context of expediting orders and monitoring installation, salespeople must:

Accepted Answer

A)  track orders and inform customers when there are delays. 
B)  not set estimates on order delivery dates. 
C)  not interfere with the installation team and the installation process. 
D)  apply the practices of the traditional sales process. 
E)  wait until the delivery date to announce any delays. 
A)  track orders and inform customers when there are delays. 
B)  not set estimates on order delivery dates. 
C)  not interfere with the installation team and the installation process. 
D)  apply the practices of the traditional sales process. 
E)  wait until the delivery date to announce any delays.

Question 5

Which of the following questions must a salesperson ask when developing a service strategy?

Accepted Answer

A)  How do customers rate us in terms of their expectations? 
B)  What can we sell to buyers in addition to the products already being bought? 
C)  Should we reduce the quality of service to reduce prices? 
D)  How quickly can we move from one buyer to another? 
E)  How can customers help us in expanding our business? 
A)  How do customers rate us in terms of their expectations? 
B)  What can we sell to buyers in addition to the products already being bought? 
C)  Should we reduce the quality of service to reduce prices? 
D)  How quickly can we move from one buyer to another? 
E)  How can customers help us in expanding our business?

Question 6

Service enthusiasm:

Accepted Answer

A)  does not help an organization generate profits. 
B)  helps put customers' convenience first. 
C)  helps minimize critical encounters with customers. 
D)  is a core component of the traditional sales process. 
E)  does not require a service-minded corporate culture. 
A)  does not help an organization generate profits. 
B)  helps put customers' convenience first. 
C)  helps minimize critical encounters with customers. 
D)  is a core component of the traditional sales process. 
E)  does not require a service-minded corporate culture.

Question 7

If a salesperson notices a billing error in an order, he or she should:

Accepted Answer

A)  wait until the customer notices it. 
B)  correct billing problems without being prompted by the customer. 
C)  let the finance team take a call on it. 
D)  leave it to the senior management to decide whether or not to rectify it. 
E)  inquire about the severity of the error and act accordingly. 
A)  wait until the customer notices it. 
B)  correct billing problems without being prompted by the customer. 
C)  let the finance team take a call on it. 
D)  leave it to the senior management to decide whether or not to rectify it. 
E)  inquire about the severity of the error and act accordingly.

Question 8

Reliability, warmth, and friendliness are attributes that buyers expect in a salesperson.

Accepted Answer

A) True 
 B)False

Question 9

In the context of training customer personnel, a salesperson should:

Accepted Answer

A)  leave the coordination of the training to the training experts. 
B)  not use customer training to gain a competitive advantage. 
C)  offer to provide training at an additional cost. 
D)  not offer training unless it is mentioned in the service contract. 
E)  schedule the training sessions as conveniently as possible for the customer. 
A)  leave the coordination of the training to the training experts. 
B)  not use customer training to gain a competitive advantage. 
C)  offer to provide training at an additional cost. 
D)  not offer training unless it is mentioned in the service contract. 
E)  schedule the training sessions as conveniently as possible for the customer.

Question 10

Salespeople who regularly, clearly, and concisely communicate product information to customers enhance _____.

Accepted Answer

A)  market segmentation 
B)  customer satisfaction 
C)  the sales forecast rate 
D)  the customer acquisition cost 
E)  customer accountability 
A)  market segmentation 
B)  customer satisfaction 
C)  the sales forecast rate 
D)  the customer acquisition cost 
E)  customer accountability

Question 11

Unless the delay in the delivery of an order is going to be very long, it is unwise to alert the buyer about delivery delays.

Accepted Answer

A) True 
 B)False

Question 12

Identify an action that is likely to help salespeople enhance customer value.

Accepted Answer

A)  Using cold canvassing for customer prospecting 
B)  Offering advice for improving customers' operations 
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)  Offering advice for improving customers' operations 
C)  Asking customers to refer them to other buyers 
D)  Applying the practices of traditional selling 
E)  Minimizing critical encounters with customers

Question 13

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 14

Mathew calls the customer service department of one of his suppliers to make a complaint. During the conversation, Rob, the customer service agent, acts indifferently toward Mathew. However, Rob is able to resolve Mathew's issue. Despite the fact that his complaint was addressed, Mathew is dissatisfied with his interaction with Rob. In the given scenario, which of the following could have improved Mathew's experience?

Accepted Answer

A)  Rob should have applied the practices of the traditional sales approach. 
B)  Rob should have been more empathetic to Mathew's situation. 
C)  Rob should have asked Mathew more questions. 
D)  Rob should have agreed to Mathew's demands at the beginning of the conversation. 
E)  Rob should have used strategies to avoid critical encounters with Mathew. 
A)  Rob should have applied the practices of the traditional sales approach. 
B)  Rob should have been more empathetic to Mathew's situation. 
C)  Rob should have asked Mathew more questions. 
D)  Rob should have agreed to Mathew's demands at the beginning of the conversation. 
E)  Rob should have used strategies to avoid critical encounters with Mathew.

Question 15

_____ are 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.

Accepted Answer

A)  Benchmarking exercises 
B)  Critical encounters 
C)  Pipeline meetings 
D)  Innovative meetings 
E)  Initial sales encounters 
A)  Benchmarking exercises 
B)  Critical encounters 
C)  Pipeline meetings 
D)  Innovative meetings 
E)  Initial sales encounters

Question 16

In the context of service enthusiasm, identify a true statement about reputation.

Accepted Answer

A)  It does not require a service-minded corporate culture. 
B)  It is a core component of the traditional sales process. 
C)  It helps minimize critical encounters with customers. 
D)  It takes a long time to establish. 
E)  It is not enough to distinguish a salesperson from the competition. 
A)  It does not require a service-minded corporate culture. 
B)  It is a core component of the traditional sales process. 
C)  It helps minimize critical encounters with customers. 
D)  It takes a long time to establish. 
E)  It is not enough to distinguish a salesperson from the competition.

Question 17

Technology-based salesforce automation tools help salespeople track and improve service to their accounts, ensuring and enhancing customer satisfaction.

Accepted Answer

A) True 
 B)False

Question 18

A salesperson's goal should be to meet customer expectations and not exceed them.

Accepted Answer

A) True 
 B)False

Question 19

Which of the following actions by a salesperson is likely to result in the alienation of a new customer?

Accepted Answer

A)  Focusing on short-term orders 
B)  Calling the customer regularly 
C)  Using centers of influence for customer prospecting 
D)  Practicing inbound marketing 
E)  Collaborating with noncompeting salespeople 
A)  Focusing on short-term orders 
B)  Calling the customer regularly 
C)  Using centers of influence for customer prospecting 
D)  Practicing inbound marketing 
E)  Collaborating with noncompeting salespeople

Question 20

In the context of customer service dimensions, which of the following is the most appropriate way to inform a long-term customer of a price increase?

Accepted Answer

A)  The information should be updated on the company's website. 
B)  The salesperson should cold call the customer. 
C)  The salesperson should e-mail the customer and then follow-up with a phone call. 
D)  The customer should be informed after he or she makes the next purchase. 
E)  The customer should be informed only if he or she calls the salesperson. 
A)  The information should be updated on the company's website. 
B)  The salesperson should cold call the customer. 
C)  The salesperson should e-mail the customer and then follow-up with a phone call. 
D)  The customer should be informed after he or she makes the next purchase. 
E)  The customer should be informed only if he or she calls the salesperson.

In the context of the relational sales process, keeping customers satisfied is important as it:

In the context of buyer-seller relationships, overpromising and underdelivering to a customer is an example of _____.

Even though a salesperson is rarely responsible for installation, which of the following is a reason for him or her to be present when the products sold to a customer are being installed?

In the context of expediting orders and monitoring installation, salespeople must:

Which of the following questions must a salesperson ask when developing a service strategy?

Service enthusiasm:

If a salesperson notices a billing error in an order, he or she should:

Reliability, warmth, and friendliness are attributes that buyers expect in a salesperson.

In the context of training customer personnel, a salesperson should:

Salespeople who regularly, clearly, and concisely communicate product information to customers enhance _____.

Unless the delay in the delivery of an order is going to be very long, it is unwise to alert the buyer about delivery delays.

Identify an action that is likely to help salespeople enhance customer value.

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.

_____ are 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.

In the context of service enthusiasm, identify a true statement about reputation.

Technology-based salesforce automation tools help salespeople track and improve service to their accounts, ensuring and enhancing customer satisfaction.

A salesperson's goal should be to meet customer expectations and not exceed them.

Which of the following actions by a salesperson is likely to result in the alienation of a new customer?

In the context of customer service dimensions, which of the following is the most appropriate way to inform a long-term customer of a price increase?

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 the relational sales process, keeping customers satisfied is important as it:

In the context of buyer-seller relationships, overpromising and underdelivering to a customer is an example of _____.

Even though a salesperson is rarely responsible for installation, which of the following is a reason for him or her to be present when the products sold to a customer are being installed?

In the context of expediting orders and monitoring installation, salespeople must:

Which of the following questions must a salesperson ask when developing a service strategy?

Service enthusiasm:

If a salesperson notices a billing error in an order, he or she should:

Reliability, warmth, and friendliness are attributes that buyers expect in a salesperson.

In the context of training customer personnel, a salesperson should:

Salespeople who regularly, clearly, and concisely communicate product information to customers enhance _____.

Unless the delay in the delivery of an order is going to be very long, it is unwise to alert the buyer about delivery delays.

Identify an action that is likely to help salespeople enhance customer value.

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.

_____ are 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.

In the context of service enthusiasm, identify a true statement about reputation.

Technology-based salesforce automation tools help salespeople track and improve service to their accounts, ensuring and enhancing customer satisfaction.

A salesperson's goal should be to meet customer expectations and not exceed them.

Which of the following actions by a salesperson is likely to result in the alienation of a new customer?

In the context of customer service dimensions, which of the following is the most appropriate way to inform a long-term customer of a price increase?

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