Question 1

Resilience and shrewdness are important characteristics for salespeople to have when dealing with customer complaints.

Accepted Answer

A) True 
 B)False

Question 2

Which of the following is the best method for reducing customer complaints a salesperson can utilize?

Accepted Answer

A)  Manage customer expectations (e.g., don't over promise) 
B)  Follow up daily or even hourly with the order fulfillment department 
C)  Offer the customer discount at the first sign of trouble to 
D)  Avoid contacting the customer until several weeks after the product is delivered 
E)  Both b and c are correct 
A)  Manage customer expectations (e.g., don't over promise) 
B)  Follow up daily or even hourly with the order fulfillment department 
C)  Offer the customer discount at the first sign of trouble to 
D)  Avoid contacting the customer until several weeks after the product is delivered 
E)  Both b and c are correct

Question 3

Which of the following are post sale follow-up methods available to salespeople for providing useful information to their customers?

Accepted Answer

A)  A personal visit 
B)  Phone call 
C)  E-mail 
D)  Handwritten note 
E)  All the above 
A)  A personal visit 
B)  Phone call 
C)  E-mail 
D)  Handwritten note 
E)  All the above

Question 4

One of the ways to ensure customer satisfaction is to ______________orders and monitor installation.

Accepted Answer

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

Question 5

__________________ is a way to build on buyer-salesperson relationships in which the buyer's organization and salesperson's organization join together to improve an offering.

Accepted Answer

Collaborat

Question 6

____________refers to the salespersons ability to maintain contact with multiple individuals in the buying organization influencing purchase.

Accepted Answer

The answer of ____________refers to the salespersons ability to maintain...

Question 7

Meetings in which the salesperson encourages the buyer to discuss tough issues, especially in areas where the salespersons organization is trying less than satisfactory performance are called _______________.

Accepted Answer

The answer of Meetings in which the salesperson encourages the...

Question 8

Which of the following is not one of the expectations customers have when dealing with customer service personnel?

Accepted Answer

A)  Assurance 
B)  Empathy 
C)  Capitulation 
D)  Resolution of complaints 
E)  All the above 
A)  Assurance 
B)  Empathy 
C)  Capitulation 
D)  Resolution of complaints 
E)  All the above

Question 9

Which the following is not one of the customer service dimensions?

Accepted Answer

A)  Communication 
B)  Reliability 
C)  Resilience 
D)  Service motivation 
E)  All the above are customer service dimensions 
A)  Communication 
B)  Reliability 
C)  Resilience 
D)  Service motivation 
E)  All the above are customer service dimensions

Question 10

Traditional selling and relational selling are pretty much the same with respect to post-sale follow-up activities.

Accepted Answer

A) True 
 B)False

Question 11

When handling customer complaints it is important to ask of the buyer what he/she would like to have happen in order to resolve the issue. By doing this, the salesperson:

Accepted Answer

A)  Avoids proposing an insufficient solution. 
B)  Avoids proposing a solution that over-compensates for the problem. 
C)  Will understand what the buyer wants to correct the problem. 
D)  Is more likely to gain the customer's agreement to the solution if it is viable. 
E)  All of the above. 
A)  Avoids proposing an insufficient solution. 
B)  Avoids proposing a solution that over-compensates for the problem. 
C)  Will understand what the buyer wants to correct the problem. 
D)  Is more likely to gain the customer's agreement to the solution if it is viable. 
E)  All of the above.

Question 12

One of the ways to ensure customer satisfaction is to ___________the customer after the sale.

Accepted Answer

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

Question 13

Suppose you are a salesperson for an office supply company. One of your customers left you a message indicating that they were unhappy about the last order they received. While on your way to visit the customer to discuss the problem, you decide to review your procedure for handling complaints. What is the first thing you need to do to resolve customer's complaint?

Accepted Answer

A)  Ask the customer what he/she would like you do. 
B)  Ask the customer to explain the problem and then listen carefully to get the whole story. 
C)  Offer the customer a discount on their next order. 
D)  Inform the customer that you will not charge them for the order. 
E)  None of the above are correct. 
A)  Ask the customer what he/she would like you do. 
B)  Ask the customer to explain the problem and then listen carefully to get the whole story. 
C)  Offer the customer a discount on their next order. 
D)  Inform the customer that you will not charge them for the order. 
E)  None of the above are correct.

Question 14

______________refers to the process of converting new customers into lifetime customers by continually adding value to the product.

Accepted Answer

The answer of ______________refers to the process of converting new...

Resilience and shrewdness are important characteristics for salespeople to have when dealing with customer complaints.

Which of the following is the best method for reducing customer complaints a salesperson can utilize?

Which of the following are post sale follow-up methods available to salespeople for providing useful information to their customers?

One of the ways to ensure customer satisfaction is to ______________orders and monitor installation.

__________________ is a way to build on buyer-salesperson relationships in which the buyer's organization and salesperson's organization join together to improve an offering.

____________refers to the salespersons ability to maintain contact with multiple individuals in the buying organization influencing purchase.

Meetings in which the salesperson encourages the buyer to discuss tough issues, especially in areas where the salespersons organization is trying less than satisfactory performance are called _______________.

Which of the following is not one of the expectations customers have when dealing with customer service personnel?

Which the following is not one of the customer service dimensions?

Traditional selling and relational selling are pretty much the same with respect to post-sale follow-up activities.

When handling customer complaints it is important to ask of the buyer what he/she would like to have happen in order to resolve the issue. By doing this, the salesperson:

One of the ways to ensure customer satisfaction is to ___________the customer after the sale.

______________refers to the process of converting new customers into lifetime customers by continually adding value to the product.

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

Resilience and shrewdness are important characteristics for salespeople to have when dealing with customer complaints.

Which of the following is the best method for reducing customer complaints a salesperson can utilize?

Which of the following are post sale follow-up methods available to salespeople for providing useful information to their customers?

One of the ways to ensure customer satisfaction is to ______________orders and monitor installation.

__________________ is a way to build on buyer-salesperson relationships in which the buyer's organization and salesperson's organization join together to improve an offering.

____________refers to the salespersons ability to maintain contact with multiple individuals in the buying organization influencing purchase.

Meetings in which the salesperson encourages the buyer to discuss tough issues, especially in areas where the salespersons organization is trying less than satisfactory performance are called _______________.

Which of the following is not one of the expectations customers have when dealing with customer service personnel?

Which the following is not one of the customer service dimensions?

Traditional selling and relational selling are pretty much the same with respect to post-sale follow-up activities.

When handling customer complaints it is important to ask of the buyer what he/she would like to have happen in order to resolve the issue. By doing this, the salesperson:

One of the ways to ensure customer satisfaction is to ___________the customer after the sale.

______________refers to the process of converting new customers into lifetime customers by continually adding value to the product.

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