Question 1

Which of the following methods of post-sale follow-up is probably most effective?

Accepted Answer

A)  A personal visit 
B)  Phone call 
C)  E-mail 
D)  Handwritten note 
E)  Both a and b are correct 
A)  A personal visit 
B)  Phone call 
C)  E-mail 
D)  Handwritten note 
E)  Both a and b are correct

Question 2

A salesperson should focus only on one individual in the buying organization, concentrating his/her sales resources there.

Accepted Answer

A) True 
 B)False

Question 3

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 4

Which of the following components of effective follow-up reflects a salesperson's ability to apply relevant understanding and insight to create value-added interactions?

Accepted Answer

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

Question 5

Maintaining open, two-way communication with a customer is easier when:

Accepted Answer

A)  The customer believes the salesperson is sincere and responsive 
B)  The salesperson memorizes the customer's phone number 
C)  The salesperson engages the buyer in periodic meetings 
D)  The customer is content and not in need of any contact with the salesperson 
E)  Both A and C are correct 
A)  The customer believes the salesperson is sincere and responsive 
B)  The salesperson memorizes the customer's phone number 
C)  The salesperson engages the buyer in periodic meetings 
D)  The customer is content and not in need of any contact with the salesperson 
E)  Both A and C are correct

Question 6

Salespeople should make sure that their customers have accurate expectations about how the complaint will be resolved.

Accepted Answer

A) True 
 B)False

Question 7

Some customers will not complain because they feel that their salespeople should be able to read their signals of dissatisfaction.

Accepted Answer

A) True 
 B)False

Question 8

Unfortunately, many companies do a poor job understanding and satisfying their customers.

Accepted Answer

A) True 
 B)False

Question 9

What is the customer service dimension that refers to a salesperson's ability to maintain a positive attitude regardless of how they are treated by customers?

Accepted Answer

A)  Communication 
B)  Reliability 
C)  Resilience 
D)  Motivation 
E)  Anticipation 
A)  Communication 
B)  Reliability 
C)  Resilience 
D)  Motivation 
E)  Anticipation

Question 10

Once the salesperson and the customer have agreed upon how to resolve the complaint, the salesperson should do what?

Accepted Answer

A)  Make sure the customer has realistic expectations and then implement the solution. 
B)  Allow the customer to vent. 
C)  Implement the solution. 
D)  Get the agreement in writing. 
E)  Both c and d 
A)  Make sure the customer has realistic expectations and then implement the solution. 
B)  Allow the customer to vent. 
C)  Implement the solution. 
D)  Get the agreement in writing. 
E)  Both c and d

Question 11

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 12

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

Accepted Answer

The answer of One of the important questions a salesperson...

Question 13

Ethan is a salesperson for an industrial equipment manufacturer. Once a prospect becomes a new customer, Ethan looks for ways to improve the products and services his company provides the new customer in order to convert him/her into a loyal customer. In other words, Ethan looks for ways to:

Accepted Answer

A)  Sell more 
B)  Add value 
C)  Keep up-to-date 
D)  Stay competitive 
E)  Both A and C are correct. 
A)  Sell more 
B)  Add value 
C)  Keep up-to-date 
D)  Stay competitive 
E)  Both A and C 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...

Question 15

Which of the following components of effective follow-up reflects a salesperson's ability to develop insight regarding the buyer's changing situation, needs, and expectations?

Accepted Answer

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

Question 16

Natalie is a salesperson for an office supply company. Which of the following activities is appropriate for Natalie to engage in if she is interested in converting her customers into highly committed lifetime customers?

Accepted Answer

A)  Handle complaints in a timely manner 
B)  Add value 
C)  Process requests for rush deliveries willingly 
D)  Cut the price as often as possible 
E)  A, B, and C are correct. 
A)  Handle complaints in a timely manner 
B)  Add value 
C)  Process requests for rush deliveries willingly 
D)  Cut the price as often as possible 
E)  A, B, and C are correct.

Question 17

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

Accepted Answer

A) True 
 B)False

Question 18

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 19

New customers generally feel special because they have received a lot of attention.

Accepted Answer

A) True 
 B)False

Question 20

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

Which of the following methods of post-sale follow-up is probably most effective?

A salesperson should focus only on one individual in the buying organization, concentrating his/her sales resources there.

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

Which of the following components of effective follow-up reflects a salesperson's ability to apply relevant understanding and insight to create value-added interactions?

Maintaining open, two-way communication with a customer is easier when:

Salespeople should make sure that their customers have accurate expectations about how the complaint will be resolved.

Some customers will not complain because they feel that their salespeople should be able to read their signals of dissatisfaction.

Unfortunately, many companies do a poor job understanding and satisfying their customers.

What is the customer service dimension that refers to a salesperson's ability to maintain a positive attitude regardless of how they are treated by customers?

Once the salesperson and the customer have agreed upon how to resolve the complaint, the salesperson should do what?

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

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

Ethan is a salesperson for an industrial equipment manufacturer. Once a prospect becomes a new customer, Ethan looks for ways to improve the products and services his company provides the new customer in order to convert him/her into a loyal customer. In other words, Ethan looks for ways to:

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

Which of the following components of effective follow-up reflects a salesperson's ability to develop insight regarding the buyer's changing situation, needs, and expectations?

Natalie is a salesperson for an office supply company. Which of the following activities is appropriate for Natalie to engage in if she is interested in converting her customers into highly committed lifetime customers?

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

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:

New customers generally feel special because they have received a lot of attention.

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?

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

Which of the following methods of post-sale follow-up is probably most effective?

A salesperson should focus only on one individual in the buying organization, concentrating his/her sales resources there.

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

Which of the following components of effective follow-up reflects a salesperson's ability to apply relevant understanding and insight to create value-added interactions?

Maintaining open, two-way communication with a customer is easier when:

Salespeople should make sure that their customers have accurate expectations about how the complaint will be resolved.

Some customers will not complain because they feel that their salespeople should be able to read their signals of dissatisfaction.

Unfortunately, many companies do a poor job understanding and satisfying their customers.

What is the customer service dimension that refers to a salesperson's ability to maintain a positive attitude regardless of how they are treated by customers?

Once the salesperson and the customer have agreed upon how to resolve the complaint, the salesperson should do what?

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

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

Ethan is a salesperson for an industrial equipment manufacturer. Once a prospect becomes a new customer, Ethan looks for ways to improve the products and services his company provides the new customer in order to convert him/her into a loyal customer. In other words, Ethan looks for ways to:

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

Which of the following components of effective follow-up reflects a salesperson's ability to develop insight regarding the buyer's changing situation, needs, and expectations?

Natalie is a salesperson for an office supply company. Which of the following activities is appropriate for Natalie to engage in if she is interested in converting her customers into highly committed lifetime customers?

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

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:

New customers generally feel special because they have received a lot of attention.

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?

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