Exam 9: Expanding Customer Relations

Salespeople involved in relational selling should strive to expand the collaborative involvement between the buyer's and the salesperson's organization.

When resolving complaints, salespeople often make promises to the customer. Which of the following best reflects what the salesperson should do regarding those promises?

For the relational salesperson, it's safe to say that the real work does not begin until after the order is signed.

Susan is a sales representative for an industrial chemical company. Over the course of the next few months Susan is going to try to have people from the R&D department visit her customers to see how they use the products. Which of the following explains why Susan is going to all of this trouble?

Superior service quality is becoming an increasingly popular strategy for differentiation among many organizations.

What is the most important customer service dimension?

Seminars, training sessions, and social engagements are good ways for a salesperson to expand the collaborative involvement between his/her organization and customers.

Which of the following is not one of the recommended partnership enhancement activities?

One of the important questions a salesperson must ask when developing a server strategy is "how do customers rate as in terms of their _______________?"

A salesperson should determine ahead of time what a customer is going to complain about so that the customer does not have to go through the process of explaining it.

Although not to be used alone, a handwritten thank you card to a customer is always a good form of customer follow-up.

______________refers to proprietary computer networks created by an organization for use by the organization's customers or suppliers and linked to the organization's internal systems, information databases, and intranet.

The salesperson attempting to maximize the number of critical encounters with buyers in order to encourage effective dialogue is pursuing _______________, one of the four sequential components of effective follow-up?

____________is the desire of a salesperson to service customers each day.

One of discussed in a text is to over-promise and______________.

When a post-sale customer complaint arises, the salesperson should:

Which of the following components of effective follow-up reflects a salesperson's actions that create and maintain contact with influential (related to the purchasing decision) people in the buying organization.

One of the relationship enhancers discussed in the text is to focus on the_________ term.

Computer technology is helpful to salespeople, but only in that it can help them track their customers.

Using exaggeration to get an order is a generally accepted practice in professional selling.