Question 1

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 2

The fourth component of effective follow-up is ________________. This refers to the salesperson applying relevant understanding and insight to create value-added interactions.

Accepted Answer

The answer of The fourth component of effective follow-up is...

Question 3

Adding value refers to the process of:

Accepted Answer

A)  Increasing the price 
B)  Increasing revenue 
C)  Improving a product or service for the customer 
D)  Doing more with less 
E)  Obtaining competitive information 
A)  Increasing the price 
B)  Increasing revenue 
C)  Improving a product or service for the customer 
D)  Doing more with less 
E)  Obtaining competitive information

Question 4

Tony is a salesperson dealing with a customer complaint. Tony's customer is asking for a resolution Tony knows is nonviable. Tony should:

Accepted Answer

A)  Allow the customer to vent more. 
B)  Tell the customer no. 
C)  Thank the customer for the suggestion and then offer an alternative solution. 
D)  Agree to the resolution even though he knows his company won't be able to follow through on his promise. 
E)  Tell the customer to think again. 
A)  Allow the customer to vent more. 
B)  Tell the customer no. 
C)  Thank the customer for the suggestion and then offer an alternative solution. 
D)  Agree to the resolution even though he knows his company won't be able to follow through on his promise. 
E)  Tell the customer to think again.

Question 5

Kim is a salesperson who is able to use her knowledge of her customers and their industries to create value-added interactions and generate meaningful relationships between her and her customers. Which of the four sequential components of effective follow-up is Kim utilizing?

Accepted Answer

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

Question 6

______________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.

Accepted Answer

The answer of ______________refers to proprietary computer networks created by...

Question 7

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

Accepted Answer

A) True 
 B)False

Question 8

One advantage of computer technology is that salespeople can now track their orders in real time and, subsequently, relate the appropriate information to their customers.

Accepted Answer

A) True 
 B)False

Question 9

Suppose you're a salesperson for a beer and wine distributor. One of your customers has just finished telling you they are unhappy because their last order contained several broken bottles. What should you do after expressing empathy and taking responsibility for the problem?

Accepted Answer

A)  Offer the customer a discount on avoids next order. 
B)  Reimburse the customer for the broken bottles. 
C)  Ask the customer what he/she would like you to do. 
D)  Allow the customer to the vent. 
E)  Both a and to b 
A)  Offer the customer a discount on avoids next order. 
B)  Reimburse the customer for the broken bottles. 
C)  Ask the customer what he/she would like you to do. 
D)  Allow the customer to the vent. 
E)  Both a and to b

Question 10

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

Accepted Answer

A)  Get the whole story 
B)  Ask the customer what he/she would like you to do 
C)  Gain agreement on a solution 
D)  Follow through on all promises 
E)  All the above are steps for handling complaints 
A)  Get the whole story 
B)  Ask the customer what he/she would like you to do 
C)  Gain agreement on a solution 
D)  Follow through on all promises 
E)  All the above are steps for handling complaints

Question 11

One of the first things the salesperson should do when dealing with a complaint is let the customer vent.

Accepted Answer

A) True 
 B)False

Question 12

One of the customer expectations of salespeople is that they will expeditiously resolve _____________, mistakes, or defects.

Accepted Answer

The answer of One of the customer expectations of salespeople...

Question 13

Which of the following is not one of the specific components of effective follow-up?

Accepted Answer

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

Question 14

Suppose you're a salesperson for an industrial machine manufacturer. How can you demonstrate to your customers your commitment to building mutually satisfying long-term relationships?

Accepted Answer

A)  When they place an order, be sure to show sincere gratitude and then assure the customer that you'll be back when it's time for them to make another purchase. 
B)  Avoid calling on the customers unless you have something you think they'd be interested in purchasing. 
C)  Follow-up with your customers on a regular basis and be especially attentive after they've placed an order. 
D)  Avoid talking with anybody else in the organization other than the buyer. 
E)  All the above are correct. 
A)  When they place an order, be sure to show sincere gratitude and then assure the customer that you'll be back when it's time for them to make another purchase. 
B)  Avoid calling on the customers unless you have something you think they'd be interested in purchasing. 
C)  Follow-up with your customers on a regular basis and be especially attentive after they've placed an order. 
D)  Avoid talking with anybody else in the organization other than the buyer. 
E)  All the above are correct.

Question 15

Salespeople should always encourage their customers to express their complaints.

Accepted Answer

A) True 
 B)False

Question 16

"Moments of truth" are important, but do not have any long-term impact on the relationship between the buyer and the seller.

Accepted Answer

A) True 
 B)False

Question 17

LaTosha is very good at getting customers to purchase her company's products. However, her customers are usually dissatisfied with the performance of the products even though they perform as well if not better than the competition's products. Which of the following is most likely the problem?

Accepted Answer

A)  LaTosha is setting her customers' expectations too low. 
B)  LaTosha's customers are easy to satisfy. 
C)  LaTosha isn't doing a good job of prospecting. 
D)  LaTosha's company makes inferior products. 
E)  None of the above are correct. 
A)  LaTosha is setting her customers' expectations too low. 
B)  LaTosha's customers are easy to satisfy. 
C)  LaTosha isn't doing a good job of prospecting. 
D)  LaTosha's company makes inferior products. 
E)  None of the above are correct.

Question 18

Which of the following is not a relationship-enhancement activity?

Accepted Answer

A)  Remembering the customer after the sale 
B)  Correcting billing errors 
C)  Encouraging complaints 
D)  Expediting orders 
E)  All of the above are relationship-enhancement activities 
A)  Remembering the customer after the sale 
B)  Correcting billing errors 
C)  Encouraging complaints 
D)  Expediting orders 
E)  All of the above are relationship-enhancement activities

Question 19

Which of the following is not a relationship-enhancement activity?

Accepted Answer

A)  Remembering the customer after the sale 
B)  Correcting billing errors 
C)  Resolving Complaints 
D)  Expediting orders 
E)  All of the above are relationship-enhancement activities 
A)  Remembering the customer after the sale 
B)  Correcting billing errors 
C)  Resolving Complaints 
D)  Expediting orders 
E)  All of the above are relationship-enhancement activities

Question 20

One of the relationship enhancers discussed in the text is for the salesperson to ________ ________ for problems.

Accepted Answer

The answer of One of the relationship enhancers discussed in...

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

The fourth component of effective follow-up is ________________. This refers to the salesperson applying relevant understanding and insight to create value-added interactions.

Adding value refers to the process of:

Tony is a salesperson dealing with a customer complaint. Tony's customer is asking for a resolution Tony knows is nonviable. Tony should:

Kim is a salesperson who is able to use her knowledge of her customers and their industries to create value-added interactions and generate meaningful relationships between her and her customers. Which of the four sequential components of effective follow-up is Kim utilizing?

______________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.

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

One advantage of computer technology is that salespeople can now track their orders in real time and, subsequently, relate the appropriate information to their customers.

Suppose you're a salesperson for a beer and wine distributor. One of your customers has just finished telling you they are unhappy because their last order contained several broken bottles. What should you do after expressing empathy and taking responsibility for the problem?

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

One of the first things the salesperson should do when dealing with a complaint is let the customer vent.

One of the customer expectations of salespeople is that they will expeditiously resolve _____________, mistakes, or defects.

Which of the following is not one of the specific components of effective follow-up?

Suppose you're a salesperson for an industrial machine manufacturer. How can you demonstrate to your customers your commitment to building mutually satisfying long-term relationships?

Salespeople should always encourage their customers to express their complaints.

"Moments of truth" are important, but do not have any long-term impact on the relationship between the buyer and the seller.

LaTosha is very good at getting customers to purchase her company's products. However, her customers are usually dissatisfied with the performance of the products even though they perform as well if not better than the competition's products. Which of the following is most likely the problem?

Which of the following is not a relationship-enhancement activity?

Which of the following is not a relationship-enhancement activity?

One of the relationship enhancers discussed in the text is for the salesperson to for problems.

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

Filters

Exam 9: Expanding Customer Relations

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

The fourth component of effective follow-up is ________________. This refers to the salesperson applying relevant understanding and insight to create value-added interactions.

Adding value refers to the process of:

Tony is a salesperson dealing with a customer complaint. Tony's customer is asking for a resolution Tony knows is nonviable. Tony should:

Kim is a salesperson who is able to use her knowledge of her customers and their industries to create value-added interactions and generate meaningful relationships between her and her customers. Which of the four sequential components of effective follow-up is Kim utilizing?

______________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.

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

One advantage of computer technology is that salespeople can now track their orders in real time and, subsequently, relate the appropriate information to their customers.

Suppose you're a salesperson for a beer and wine distributor. One of your customers has just finished telling you they are unhappy because their last order contained several broken bottles. What should you do after expressing empathy and taking responsibility for the problem?

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

One of the first things the salesperson should do when dealing with a complaint is let the customer vent.

One of the customer expectations of salespeople is that they will expeditiously resolve _____________, mistakes, or defects.

Which of the following is not one of the specific components of effective follow-up?

Suppose you're a salesperson for an industrial machine manufacturer. How can you demonstrate to your customers your commitment to building mutually satisfying long-term relationships?

Salespeople should always encourage their customers to express their complaints.

"Moments of truth" are important, but do not have any long-term impact on the relationship between the buyer and the seller.

LaTosha is very good at getting customers to purchase her company's products. However, her customers are usually dissatisfied with the performance of the products even though they perform as well if not better than the competition's products. Which of the following is most likely the problem?

Which of the following is not a relationship-enhancement activity?

Which of the following is not a relationship-enhancement activity?

One of the relationship enhancers discussed in the text is for the salesperson to ________ ________ for problems.

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

Filters

One of the relationship enhancers discussed in the text is for the salesperson to for problems.