Question 1

Unlike the relational sales process, the traditional sales process focuses on:

Accepted Answer

A)  getting an order. 
B)  enhancing customer relationships. 
C)  developing a service strategy. 
D)  correcting billing errors. 
E)  maximizing the number of critical encounters. 
A)  getting an order. 
B)  enhancing customer relationships. 
C)  developing a service strategy. 
D)  correcting billing errors. 
E)  maximizing the number of critical encounters.

Question 2

Identify a true statement about service enthusiasm.

Accepted Answer

A)  It helps an organization make the profit that it needs to stay in business. 
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 an organization make the profit that it needs to stay in business. 
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 3

An organization's dedicated and proprietary computer network offering password-controlled access to people within and outside the organization is referred to as _____.

Accepted Answer

A)  a teletype network 
B)  a personal area network 
C)  an intranet 
D)  a social network 
E)  the Internet 
A)  a teletype network 
B)  a personal area network 
C)  an intranet 
D)  a social network 
E)  the Internet

Question 4

Glenn is a salesperson for a wine distributor. One of his customers stated that she is unhappy because her last order was not delivered on time and contained several broken bottles. After listening carefully to get the whole story and taking responsibility for the problem, Glenn should:

Accepted Answer

A)  offer the customer a discount on her next order. 
B)  ask the customer to call the after-sales support. 
C)  ask the customer how she would like the issue to be resolved. 
D)  avoid any further critical encounters with the customer. 
E)  tell the customer to write a review on the company's social media page. 
A)  offer the customer a discount on her next order. 
B)  ask the customer to call the after-sales support. 
C)  ask the customer how she would like the issue to be resolved. 
D)  avoid any further critical encounters with the customer. 
E)  tell the customer to write a review on the company's social media page.

Question 5

Relationships are formed between a buyer and a salesperson when:

Accepted Answer

A)  various employees from the selling organization interact with the buyer. 
B)  the salesperson gets a referral from the buyer. 
C)  the salesperson gets other employees to handle the buyer's complaints. 
D)  the salesperson gains a purchase commitment from the buyer. 
E)  multiple buyer-seller interactions occur in which the seller wins the trust of the buyer. 
A)  various employees from the selling organization interact with the buyer. 
B)  the salesperson gets a referral from the buyer. 
C)  the salesperson gets other employees to handle the buyer's complaints. 
D)  the salesperson gains a purchase commitment from the buyer. 
E)  multiple buyer-seller interactions occur in which the seller wins the trust of the buyer.

Question 6

Customer training does not require the assistance of a company trainer or engineer even if a product is technical.

Accepted Answer

A) True 
 B)False

Question 7

Training customer personnel is always included in the price terms of sales agreements.

Accepted Answer

A) True 
 B)False

Question 8

In the context of relationship marketing, which of the following statements is true of 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 less 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)  It takes only a slight decline in attention from a salesperson to lead a buyer to consider alternative suppliers. 
A)  It is more important for an organization to acquire new customers than keep its existing customer base happy. 
B)  It is generally less 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)  It takes only a slight decline in attention from a salesperson to lead a buyer to consider alternative suppliers.

Question 9

In maintaining and enhancing customer relationships, salespeople are involved in:

Accepted Answer

A)  gaining commitment and not sales follow-up. 
B)  installing a product if it is technical in nature. 
C)  applying the practices of traditional selling. 
D)  performing routine post-sale follow-up activities. 
E)  focusing on gaining new customers. 
A)  gaining commitment and not sales follow-up. 
B)  installing a product if it is technical in nature. 
C)  applying the practices of traditional selling. 
D)  performing routine post-sale follow-up activities. 
E)  focusing on gaining new customers.

Question 10

Mel is a salesperson for a technology services company. He wants to expand collaborative involvement between his company and his buyer's company. Which of the following activities is most likely to help Mel achieve his goal?

Accepted Answer

A)  Practicing the hard sell 
B)  Getting engineers from his company and the buyer's company to work together 
C)  Using cold canvassing to get referrals from the buyer 
D)  Applying the practices of the traditional sales process 
E)  Minimizing the number of critical encounters with the buyer's company 
A)  Practicing the hard sell 
B)  Getting engineers from his company and the buyer's company to work together 
C)  Using cold canvassing to get referrals from the buyer 
D)  Applying the practices of the traditional sales process 
E)  Minimizing the number of critical encounters with the buyer's company

Question 11

A salesperson is likely to enhance customer value if he or she:

Accepted Answer

A)  applies the practices of traditional selling. 
B)  uses cold canvassing for customer prospecting. 
C)  minimizes critical encounters with customers. 
D)  asks customers to refer them to other buyers. 
E)  defends customers who are criticized. 
A)  applies the practices of traditional selling. 
B)  uses cold canvassing for customer prospecting. 
C)  minimizes critical encounters with customers. 
D)  asks customers to refer them to other buyers. 
E)  defends customers who are criticized.

Question 12

Magnelo Inc., a mattress manufacturing company, uses a system that is integrated with its intranet and extranet to form a rich communication network by dynamically linking its employees and its buyers. The system is also synced with social media such as Facebook, LinkedIn, and Twitter to help the employees keep up-to-date with buyers' needs and concerns. In this scenario, Magnelo has most likely implemented a(n) _____.

Accepted Answer

A)  biometric authentication system 
B)  executive support system 
C)  operations management system 
D)  customer relationship management system 
E)  network operating system 
A)  biometric authentication system 
B)  executive support system 
C)  operations management system 
D)  customer relationship management system 
E)  network operating system

Question 13

Regan is a salesperson for a furniture manufacturing company. He is very good at dealing with upset customers. Even if customers are rude, he stays calm and does not lose his cool. His calm approach enables him to eventually resolve their complaints. In the context of customer service dimensions, Regan exhibits _____ in the given scenario.

Accepted Answer

A)  brevity 
B)  candor 
C)  resilience 
D)  conscientiousness 
E)  promptness 
A)  brevity 
B)  candor 
C)  resilience 
D)  conscientiousness 
E)  promptness

Question 14

Customers often know the strengths and weaknesses of the product they use and can provide some insight into how improvements can be made. This insight can be used to:

Accepted Answer

A)  expand the supply chain of the buying organization. 
B)  increase service resilience. 
C)  implement the practices of traditional selling. 
D)  expand the collaborative involvement between the buying and selling organizations. 
E)  minimize critical encounters between the buying and selling organizations. 
A)  expand the supply chain of the buying organization. 
B)  increase service resilience. 
C)  implement the practices of traditional selling. 
D)  expand the collaborative involvement between the buying and selling organizations. 
E)  minimize critical encounters between the buying and selling organizations.

Question 15

Grace is a salesperson for a software development company. She makes it a point to maintain contact with at least three people in each of her customers' companies who can influence purchase decisions. Which of the following sequential components of effective salesperson follow-up is Grace focusing on in the given scenario?

Accepted Answer

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

Question 16

A salesperson's job of educating and satisfying the buyer stops once the sale is concluded.

Accepted Answer

A) True 
 B)False

Question 17

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

A)  biometric authentication system 
B)  social network system 
C)  operations management system 
D)  customer relationship management system 
E)  mass communication system 
A)  biometric authentication system 
B)  social network system 
C)  operations management system 
D)  customer relationship management system 
E)  mass communication system

Question 18

Identify a question that a salesperson must ask when developing a service strategy.

Accepted Answer

A)  For what are we best known? 
B)  What can we sell to buyers in addition to the products already being bought? 
C)  Can we reduce product quality to decrease prices? 
D)  How quickly can we move from one buyer to another? 
E)  How can customers help us in expanding our business? 
A)  For what are we best known? 
B)  What can we sell to buyers in addition to the products already being bought? 
C)  Can we reduce product quality to decrease prices? 
D)  How quickly can we move from one buyer to another? 
E)  How can customers help us in expanding our business?

Question 19

One of the ways to enhance customer value is to be reactive when dealing with customers.

Accepted Answer

A) True 
 B)False

Question 20

A salesperson should avoid critical encounters with his or her customers.

Accepted Answer

A) True 
 B)False

Unlike the relational sales process, the traditional sales process focuses on:

Identify a true statement about service enthusiasm.

An organization's dedicated and proprietary computer network offering password-controlled access to people within and outside the organization is referred to as _____.

Glenn is a salesperson for a wine distributor. One of his customers stated that she is unhappy because her last order was not delivered on time and contained several broken bottles. After listening carefully to get the whole story and taking responsibility for the problem, Glenn should:

Relationships are formed between a buyer and a salesperson when:

Customer training does not require the assistance of a company trainer or engineer even if a product is technical.

Training customer personnel is always included in the price terms of sales agreements.

In the context of relationship marketing, which of the following statements is true of customer relationships?

In maintaining and enhancing customer relationships, salespeople are involved in:

Mel is a salesperson for a technology services company. He wants to expand collaborative involvement between his company and his buyer's company. Which of the following activities is most likely to help Mel achieve his goal?

A salesperson is likely to enhance customer value if he or she:

Customers often know the strengths and weaknesses of the product they use and can provide some insight into how improvements can be made. This insight can be used to:

A salesperson's job of educating and satisfying the buyer stops once the sale is concluded.

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

Identify a question that a salesperson must ask when developing a service strategy.

One of the ways to enhance customer value is to be reactive when dealing with customers.

A salesperson should avoid critical encounters with his or her customers.

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

Unlike the relational sales process, the traditional sales process focuses on:

Identify a true statement about service enthusiasm.

An organization's dedicated and proprietary computer network offering password-controlled access to people within and outside the organization is referred to as _____.

Glenn is a salesperson for a wine distributor. One of his customers stated that she is unhappy because her last order was not delivered on time and contained several broken bottles. After listening carefully to get the whole story and taking responsibility for the problem, Glenn should:

Relationships are formed between a buyer and a salesperson when:

Customer training does not require the assistance of a company trainer or engineer even if a product is technical.

Training customer personnel is always included in the price terms of sales agreements.

In the context of relationship marketing, which of the following statements is true of customer relationships?

In maintaining and enhancing customer relationships, salespeople are involved in:

Mel is a salesperson for a technology services company. He wants to expand collaborative involvement between his company and his buyer's company. Which of the following activities is most likely to help Mel achieve his goal?

A salesperson is likely to enhance customer value if he or she:

Customers often know the strengths and weaknesses of the product they use and can provide some insight into how improvements can be made. This insight can be used to:

A salesperson's job of educating and satisfying the buyer stops once the sale is concluded.

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

Identify a question that a salesperson must ask when developing a service strategy.

One of the ways to enhance customer value is to be reactive when dealing with customers.

A salesperson should avoid critical encounters with his or her customers.

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