Question 1

Before implementing a solution, the salesperson should seek the buyer's agreement that the solution will resolve the complaint.

Accepted Answer

A) True 
 B)False  True

Question 2

What an organization says about service quality is more important than what it is able to deliver on a consistent basis because customers deal with the organization only infrequently.

Accepted Answer

A) True 
 B)False  False

Question 3

Which of the following customer service dimensions refers to a salesperson's ability to maintain a positive attitude regardless of how he or she is treated by customers?

Accepted Answer

A)  communication 
B)  reliability 
C)  resilience 
D)  service motivation 
A)  communication 
B)  reliability 
C)  resilience 
D)  service motivation C

Question 4

Salespeople should avoid letting their complaining customers vent because it only makes matters worse.

Accepted Answer

A) True 
 B)False

Question 5

Complaints will never be completely eliminated by any company.

Accepted Answer

A) True 
 B)False

Question 6

The first step in the recommended complaint handling process is to ask the customer what he or she would like you to do to resolve the issue.

Accepted Answer

A) True 
 B)False

Question 7

What is the most immediate, convenient, and personal method of providing useful information when following up with customers?

Accepted Answer

A)  a text message 
B)  a telephone call 
C)  an email 
D)  a handwritten note 
A)  a text message 
B)  a telephone call 
C)  an email 
D)  a handwritten note

Question 8

According to the textbook, which of the following best summarizes a salesperson's responsibility when a postsale customer complaint arises?

Accepted Answer

A)  find out who is responsible for the problem and subsequently refer the buyer to him or her 
B)  reassure the customer that all complaints are taken seriously and handled quickly and efficiently by the service department 
C)  accept responsibility for the problem regardless of who in the selling organization is at fault and take immediate steps to correct the problem 
D)  document the problem and send the customer the proper information on how to solve it 
A)  find out who is responsible for the problem and subsequently refer the buyer to him or her 
B)  reassure the customer that all complaints are taken seriously and handled quickly and efficiently by the service department 
C)  accept responsibility for the problem regardless of who in the selling organization is at fault and take immediate steps to correct the problem 
D)  document the problem and send the customer the proper information on how to solve it

Question 9

Improper installation is a common customer complaint.

Accepted Answer

A) True 
 B)False

Question 10

A salesperson should determine ahead of time what a customer is going to complain about so that the customer does not have to go through the process of explaining it.

Accepted Answer

A) True 
 B)False

Question 11

According to the textbook, which benefit of service enthusiasm is facilitated by all those within the organization who have contact with customers?

Accepted Answer

A)  the reputation of the sales person 
B)  providing good customer service on the first sale 
C)  putting the convenience of the customer first 
D)  an organizational culture focused on providing good service 
A)  the reputation of the sales person 
B)  providing good customer service on the first sale 
C)  putting the convenience of the customer first 
D)  an organizational culture focused on providing good service

Question 12

Which of the following is the last step in the recommended procedure for resolving customer complaints?

Accepted Answer

A)  listen carefully and get the whole story 
B)  gain agreement on a solution 
C)  take action; educate the customer to ensure realistic expectations 
D)  follow through on all promises; add value 
A)  listen carefully and get the whole story 
B)  gain agreement on a solution 
C)  take action; educate the customer to ensure realistic expectations 
D)  follow through on all promises; add value

Question 13

Which of the following statements regarding customer expectations is most appropriate for salespeople to remember?

Accepted Answer

A)  Many seller-customer relationships fail due to unmet expectations. 
B)  It is better to keep the customer's expectations realistic so as not to disappoint him or her in the future. 
C)  Competition will do more to manage your customers' expectations than you will. 
D)  Customer dissatisfaction is often the result of poor service expectations. 
A)  Many seller-customer relationships fail due to unmet expectations. 
B)  It is better to keep the customer's expectations realistic so as not to disappoint him or her in the future. 
C)  Competition will do more to manage your customers' expectations than you will. 
D)  Customer dissatisfaction is often the result of poor service expectations.

Question 14

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 15

Routine follow-up with customers is important to building successful long-term relationships.

Accepted Answer

A) True 
 B)False

Question 16

Which of the following customer service dimensions refers to a salesperson's ability to provide service accurately, consistently, and dependably?

Accepted Answer

A)  communication 
B)  reliability 
C)  resilience 
D)  service motivation 
A)  communication 
B)  reliability 
C)  resilience 
D)  service motivation

Question 17

Jasmine is a salesperson for an office supply company. One of her customers left a message indicating that they were unhappy about the last order they received. What is the first thing Jasmine should do to resolve the customer's complaint?

Accepted Answer

A)  ask the customer what he would like her 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 his next order 
D)  gain agreement on a possible solution to the problem 
A)  ask the customer what he would like her 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 his next order 
D)  gain agreement on a possible solution to the problem

Question 18

According to the textbook, although salespeople generally have little control over order processing and installation of the products they sell, which of the following best summarizes a salesperson's responsibility in this area?

Accepted Answer

A)  Most sales managers prefer their salespeople to focus their efforts on selling rather than order processing or installation. 
B)  It is important for a salesperson to monitor these activities and assist when necessary to demonstrate commitment to the customer and enhance the relationship. 
C)  Customers expect a salesperson to do these activities as part of their job. 
D)  Installation rarely presents an opportunity to upsell additional products and services, but a salesperson should be there just in case. 
A)  Most sales managers prefer their salespeople to focus their efforts on selling rather than order processing or installation. 
B)  It is important for a salesperson to monitor these activities and assist when necessary to demonstrate commitment to the customer and enhance the relationship. 
C)  Customers expect a salesperson to do these activities as part of their job. 
D)  Installation rarely presents an opportunity to upsell additional products and services, but a salesperson should be there just in case.

Question 19

In order to avoid damage to the buyer-seller relationship, the salesperson should blame other members of the selling organization for any problems that lead to a customer complaint.

Accepted Answer

A) True 
 B)False

Question 20

Salespeople must ask their buyers to be candid with them and encourage the buyer to discuss tough issues.

Accepted Answer

A) True 
 B)False

Before implementing a solution, the salesperson should seek the buyer's agreement that the solution will resolve the complaint.

What an organization says about service quality is more important than what it is able to deliver on a consistent basis because customers deal with the organization only infrequently.

Which of the following customer service dimensions refers to a salesperson's ability to maintain a positive attitude regardless of how he or she is treated by customers?

Salespeople should avoid letting their complaining customers vent because it only makes matters worse.

Complaints will never be completely eliminated by any company.

The first step in the recommended complaint handling process is to ask the customer what he or she would like you to do to resolve the issue.

What is the most immediate, convenient, and personal method of providing useful information when following up with customers?

According to the textbook, which of the following best summarizes a salesperson's responsibility when a postsale customer complaint arises?

Improper installation is a common customer complaint.

A salesperson should determine ahead of time what a customer is going to complain about so that the customer does not have to go through the process of explaining it.

According to the textbook, which benefit of service enthusiasm is facilitated by all those within the organization who have contact with customers?

Which of the following is the last step in the recommended procedure for resolving customer complaints?

Which of the following statements regarding customer expectations is most appropriate for salespeople to remember?

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

Routine follow-up with customers is important to building successful long-term relationships.

Which of the following customer service dimensions refers to a salesperson's ability to provide service accurately, consistently, and dependably?

Jasmine is a salesperson for an office supply company. One of her customers left a message indicating that they were unhappy about the last order they received. What is the first thing Jasmine should do to resolve the customer's complaint?

According to the textbook, although salespeople generally have little control over order processing and installation of the products they sell, which of the following best summarizes a salesperson's responsibility in this area?

In order to avoid damage to the buyer-seller relationship, the salesperson should blame other members of the selling organization for any problems that lead to a customer complaint.

Salespeople must ask their buyers to be candid with them and encourage the buyer to discuss tough issues.

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

Addressing Concerns and Earning Commitment

Adding Value

Sales Management and Sales 2.0

Filters

Exam 9: Expanding Customer Relationships

Before implementing a solution, the salesperson should seek the buyer's agreement that the solution will resolve the complaint.

What an organization says about service quality is more important than what it is able to deliver on a consistent basis because customers deal with the organization only infrequently.

Which of the following customer service dimensions refers to a salesperson's ability to maintain a positive attitude regardless of how he or she is treated by customers?

Salespeople should avoid letting their complaining customers vent because it only makes matters worse.

Complaints will never be completely eliminated by any company.

The first step in the recommended complaint handling process is to ask the customer what he or she would like you to do to resolve the issue.

What is the most immediate, convenient, and personal method of providing useful information when following up with customers?

According to the textbook, which of the following best summarizes a salesperson's responsibility when a postsale customer complaint arises?

Improper installation is a common customer complaint.

A salesperson should determine ahead of time what a customer is going to complain about so that the customer does not have to go through the process of explaining it.

According to the textbook, which benefit of service enthusiasm is facilitated by all those within the organization who have contact with customers?

Which of the following is the last step in the recommended procedure for resolving customer complaints?

Which of the following statements regarding customer expectations is most appropriate for salespeople to remember?

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

Routine follow-up with customers is important to building successful long-term relationships.

Which of the following customer service dimensions refers to a salesperson's ability to provide service accurately, consistently, and dependably?

Jasmine is a salesperson for an office supply company. One of her customers left a message indicating that they were unhappy about the last order they received. What is the first thing Jasmine should do to resolve the customer's complaint?

According to the textbook, although salespeople generally have little control over order processing and installation of the products they sell, which of the following best summarizes a salesperson's responsibility in this area?

In order to avoid damage to the buyer-seller relationship, the salesperson should blame other members of the selling organization for any problems that lead to a customer complaint.

Salespeople must ask their buyers to be candid with them and encourage the buyer to discuss tough issues.

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

Addressing Concerns and Earning Commitment

Adding Value

Sales Management and Sales 2.0

Filters