Question 1

The final step of the complaint handling process is to follow through on _________________.

Accepted Answer

The answer of The final step of the complaint handling...

Question 2

What is the customer service dimension that refers to a salesperson's desire to work with and properly service customers on a daily basis?

Accepted Answer

A)  Communication 
B)  Reliability 
C)  Resilience 
D)  Service motivation 
E)  Anticipation 
A)  Communication 
B)  Reliability 
C)  Resilience 
D)  Service motivation 
E)  Anticipation

Question 3

With respect to customer training, salespeople should

Accepted Answer

A)  Leave the training to the training experts. 
B)  Encourage customers to provide their own training. 
C)  Always use it as a bargaining tool when trying to get the buyer to make a purchase. 
D)  Be involved either directly or indirectly in the training process unless otherwise specified by the customer. 
E)  None of the above are correct. 
A)  Leave the training to the training experts. 
B)  Encourage customers to provide their own training. 
C)  Always use it as a bargaining tool when trying to get the buyer to make a purchase. 
D)  Be involved either directly or indirectly in the training process unless otherwise specified by the customer. 
E)  None of the above are correct.

Question 4

Which of the following is not one of the four benefits of service enthusiasm that allow the sales organization to gain an advantage over its competitors?

Accepted Answer

A)  Service enthusiasm helps the salesperson build a strong reputation 
B)  Service enthusiasm reduces mistakes thereby improving profitability 
C)  Service enthusiasm helps customers feel more comfortable complaining 
D)  Service enthusiasm stimulates interest in the selling organization 
E)  All the above are correct 
A)  Service enthusiasm helps the salesperson build a strong reputation 
B)  Service enthusiasm reduces mistakes thereby improving profitability 
C)  Service enthusiasm helps customers feel more comfortable complaining 
D)  Service enthusiasm stimulates interest in the selling organization 
E)  All the above are correct

Question 5

____________refers to the process of improving a product or service for the customer.

Accepted Answer

The answer of ____________refers to the process of improving a...

Question 6

Which of the following is not one of the steps for handling complaints?

Accepted Answer

A)  Get the whole story 
B)  Ask the customer to provide a written summary of the problem 
C)  Ask the customer what he/she would like you to do 
D)  Gain agreement on a solution 
E)  Follow through on all promises 
A)  Get the whole story 
B)  Ask the customer to provide a written summary of the problem 
C)  Ask the customer what he/she would like you to do 
D)  Gain agreement on a solution 
E)  Follow through on all promises

Question 7

Unless the delivery delay is going to be very long, it is unwise to alert the buyer to minor delivery delays.

Accepted Answer

A) True 
 B)False

Question 8

A customer's problems not being taken seriously by the selling organization is a typical customer complaint.

Accepted Answer

A) True 
 B)False

Question 9

Susan always asks her customers to be candid with her, especially when it comes to their satisfaction. Susan:

Accepted Answer

A)  Is encouraging critical encounters. 
B)  Is avoiding critical encounters. 
C)  Is hoping the customers won't complain 
D)  Doesn't really want their feedback. 
E)  Is hoping her customers will complain. 
A)  Is encouraging critical encounters. 
B)  Is avoiding critical encounters. 
C)  Is hoping the customers won't complain 
D)  Doesn't really want their feedback. 
E)  Is hoping her customers will complain.

Question 10

Which of the following is not one of the questions a salesperson must ask when developing a service strategy?

Accepted Answer

A)  What is our business? 
B)  Who are our customers? 
C)  What do we do best? 
D)  What can we do better? 
E)  All of the above are questions a salesperson must ask when developing a service strategy. 
A)  What is our business? 
B)  Who are our customers? 
C)  What do we do best? 
D)  What can we do better? 
E)  All of the above are questions a salesperson must ask when developing a service strategy.

Question 11

Problems that result in the customer severing the relationship with the seller may be avoided by:

Accepted Answer

A)  Always having the lowest price. 
B)  Always delivering on time. 
C)  Maintaining open, two-way communication. 
D)  Involving Upper level management. 
E)  Avoiding the customer. 
A)  Always having the lowest price. 
B)  Always delivering on time. 
C)  Maintaining open, two-way communication. 
D)  Involving Upper level management. 
E)  Avoiding the customer.

Question 12

When handling complaints, the salesperson should listen carefully and get the ______________story.

Accepted Answer

The answer of When handling complaints, the salesperson should listen...

Question 13

It's not uncommon for buyers to feel neglected by the salesperson once they've placed an order.

Accepted Answer

A) True 
 B)False

Question 14

Which of the following components of effective follow-up reflects a salesperson's actions that maximize the number of critical encounters with buyers in order to encourage effective dialogue?

Accepted Answer

A)  Interact 
B)  Connect 
C)  No 
D)  Relate 
E)  Encourage 
A)  Interact 
B)  Connect 
C)  No 
D)  Relate 
E)  Encourage

Question 15

One of the ways to ensure customer satisfaction is to provide ______________information.

Accepted Answer

The answer of One of the ways to ensure customer...

Question 16

And one of the customer expectations of salespeople use that they will expeditiously resolve _____________, mistakes, or defects.

Accepted Answer

The answer of And one of the customer expectations of...

Question 17

Salespeople should always encourage their customers to express their complaints.

Accepted Answer

A) True 
 B)False

Question 18

One way to for salespeople to take their relationships with their customers to a higher level is to expand ____________ involvement.

Accepted Answer

A) True 
 B)False

Question 19

Each time a customer interacts with a member of the selling organization it is referred to as a moment of truth.

Accepted Answer

A) True 
 B)False

Question 20

For many salespeople, the core products that they're selling provide the same features and benefits as those of their competitors. Which of the following statements is true regarding this sort of competitive environment?

Accepted Answer

A)  The best way to build long-term relationships is to offer the lowest price. 
B)  The best way to build long-term relationships is to offer superior service quality. 
C)  Competing on price produces customers who are price loyal and, consequently, difficult to keep. 
D)  This sort of competitive environment is rare. 
E)  Both b and c are correct. 
A)  The best way to build long-term relationships is to offer the lowest price. 
B)  The best way to build long-term relationships is to offer superior service quality. 
C)  Competing on price produces customers who are price loyal and, consequently, difficult to keep. 
D)  This sort of competitive environment is rare. 
E)  Both b and c are correct.

The final step of the complaint handling process is to follow through on _________________.

What is the customer service dimension that refers to a salesperson's desire to work with and properly service customers on a daily basis?

With respect to customer training, salespeople should

Which of the following is not one of the four benefits of service enthusiasm that allow the sales organization to gain an advantage over its competitors?

____________refers to the process of improving a product or service for the customer.

Which of the following is not one of the steps for handling complaints?

Unless the delivery delay is going to be very long, it is unwise to alert the buyer to minor delivery delays.

A customer's problems not being taken seriously by the selling organization is a typical customer complaint.

Susan always asks her customers to be candid with her, especially when it comes to their satisfaction. Susan:

Which of the following is not one of the questions a salesperson must ask when developing a service strategy?

Problems that result in the customer severing the relationship with the seller may be avoided by:

When handling complaints, the salesperson should listen carefully and get the ______________story.

It's not uncommon for buyers to feel neglected by the salesperson once they've placed an order.

Which of the following components of effective follow-up reflects a salesperson's actions that maximize the number of critical encounters with buyers in order to encourage effective dialogue?

One of the ways to ensure customer satisfaction is to provide ______________information.

And one of the customer expectations of salespeople use that they will expeditiously resolve _____________, mistakes, or defects.

Salespeople should always encourage their customers to express their complaints.

One way to for salespeople to take their relationships with their customers to a higher level is to expand ____________ involvement.

Each time a customer interacts with a member of the selling organization it is referred to as a moment of truth.

For many salespeople, the core products that they're selling provide the same features and benefits as those of their competitors. Which of the following statements is true regarding this sort of competitive environment?

Overview of Personal Selling

Building Trust and Sales Ethics

Understanding Buyers

Communication Skills

Strategic Prospecting and Preparing for Sales Dialogue

Planning Sales Dialogues and Presentations

Sales Dialogue: Creating and Communicating Value

Addressing Concerns and Earning Commitment

Adding Value: Self Leadership and Teamwork

Sales Management and Sales 2.0

Filters

Exam 9: Expanding Customer Relations

The final step of the complaint handling process is to follow through on _________________.

What is the customer service dimension that refers to a salesperson's desire to work with and properly service customers on a daily basis?

With respect to customer training, salespeople should

Which of the following is not one of the four benefits of service enthusiasm that allow the sales organization to gain an advantage over its competitors?

____________refers to the process of improving a product or service for the customer.

Which of the following is not one of the steps for handling complaints?

Unless the delivery delay is going to be very long, it is unwise to alert the buyer to minor delivery delays.

A customer's problems not being taken seriously by the selling organization is a typical customer complaint.

Susan always asks her customers to be candid with her, especially when it comes to their satisfaction. Susan:

Which of the following is not one of the questions a salesperson must ask when developing a service strategy?

Problems that result in the customer severing the relationship with the seller may be avoided by:

When handling complaints, the salesperson should listen carefully and get the ______________story.

It's not uncommon for buyers to feel neglected by the salesperson once they've placed an order.

Which of the following components of effective follow-up reflects a salesperson's actions that maximize the number of critical encounters with buyers in order to encourage effective dialogue?

One of the ways to ensure customer satisfaction is to provide ______________information.

And one of the customer expectations of salespeople use that they will expeditiously resolve _____________, mistakes, or defects.

Salespeople should always encourage their customers to express their complaints.

One way to for salespeople to take their relationships with their customers to a higher level is to expand ____________ involvement.

Each time a customer interacts with a member of the selling organization it is referred to as a moment of truth.

For many salespeople, the core products that they're selling provide the same features and benefits as those of their competitors. Which of the following statements is true regarding this sort of competitive environment?

Overview of Personal Selling

Building Trust and Sales Ethics

Understanding Buyers

Communication Skills

Strategic Prospecting and Preparing for Sales Dialogue

Planning Sales Dialogues and Presentations

Sales Dialogue: Creating and Communicating Value

Addressing Concerns and Earning Commitment

Adding Value: Self Leadership and Teamwork

Sales Management and Sales 2.0

Filters