Exam 9: Expanding Customer Relations

Salespeople should be careful not to encourage relationships between engineers from the selling organization and individuals in the customer's organization because engineers don't understand how to sell.

(True/False)

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Question 61

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

(Multiple Choice)

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Question 62

CRM is an acronym for:

(Multiple Choice)

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Question 63

Whenever possible, the salesperson should avoid letting the customer determine the best option for resolving the complaint.

(True/False)

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Question 64

The four sequential components of effective follow-up include Interact, _____________, Know, and Relate.

(Short Answer)

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Question 65

E-mail is a good way to stay in touch with the customer because it guarantees the customer will get the message.

(True/False)

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Question 66

Long-term customers may feel neglected because the salesperson has many new customers and cannot be as attentive as he or she was previously.

(True/False)

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Question 67

With respect to relational selling, it is the salesperson's job to follow-up with the customer after a sale has been made in order to ensure customer satisfaction.

(True/False)

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Question 68

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

(True/False)

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Question 69

Once the sale has been made and the product delivered, the buyer does not want to hear from the salesperson until it is time to order again.

(True/False)

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Question 70

Building goodwill is important to converting new customers to committed lifetime customers

(True/False)

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Question 71

____________refers to the salesperson's ability to maintain contact with multiple individuals in the buying organization influencing purchase.

(Short Answer)

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Question 72

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

(True/False)

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Question 73

Which of the following is accurate regarding the impact of technology on customer relationship management?

(Multiple Choice)

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Question 74

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?

(Multiple Choice)

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Question 75

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 _______________.

(Short Answer)

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Question 76

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

(True/False)

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Question 77

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

(Multiple Choice)

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Question 78

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

(Multiple Choice)

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Question 79

What is the most important customer service dimension?

(Multiple Choice)

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Question 80

Showing 61 - 80 of 140

Salespeople should be careful not to encourage relationships between engineers from the selling organization and individuals in the customer's organization because engineers don't understand how to sell.

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

CRM is an acronym for:

Whenever possible, the salesperson should avoid letting the customer determine the best option for resolving the complaint.

The four sequential components of effective follow-up include Interact, _____________, Know, and Relate.

E-mail is a good way to stay in touch with the customer because it guarantees the customer will get the message.

Long-term customers may feel neglected because the salesperson has many new customers and cannot be as attentive as he or she was previously.

With respect to relational selling, it is the salesperson's job to follow-up with the customer after a sale has been made in order to ensure customer satisfaction.

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

Once the sale has been made and the product delivered, the buyer does not want to hear from the salesperson until it is time to order again.

Building goodwill is important to converting new customers to committed lifetime customers

____________refers to the salesperson's ability to maintain contact with multiple individuals in the buying organization influencing purchase.

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

Which of the following is accurate regarding the impact of technology on customer relationship management?

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 _______________.

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

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

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

What is the most important customer service dimension?

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

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