Exam 9: Expanding Customer Relationships

What is the term for a plan in which a salesperson identifies his or her business and customers, what the customers want, and what is important to them?

According to the textbook, which of the following statements regarding managing customer expectations best summarizes what salespeople should strive to achieve?

For many salespeople, the core products they are selling provide the same features and benefits as those of their competitors, which make building long-term relationships more difficult. Which of the following statements is true regarding dealing with this type of competitive environment?

The salesperson's coordinating and interpreting the information gathered through buyer-seller contact and collaboration to develop insight regarding the buyer's changing situation, needs, and expectations takes place in the relate component of effective follow-up.

Jill is a salesperson for an industrial machine manufacturer. How can she demonstrate to her customers that she is committed to building mutually satisfying long-term relationships?

What is the name for proprietary computer networks created by an organization for use by its customers or suppliers and linked to the organization's internal systems, informational databases, and intranet?

According to the textbook, which benefit of service enthusiasm is provided by open communication, readily accessible sales personnel, and user-friendly feedback systems?

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.

Salespeople involved in relational selling should strive to expand the collaborative involvement between the buyer's and the salesperson's organization.

What is the name for a system that links buyers and sellers into a rich communication network to establish and reinforce long-term, profitable relationships?

Which of the following are PC-based software applications such as Maximizer^TM, Goldmine^TM, and ACT!^TMexamples of?

Oscar is a salesperson for a beer and wine distributor. One of his customers has just finished telling him that they are very unhappy because her last order contained several broken bottles. What should Oscar do after expressing empathy and taking responsibility for the problem?

Invoice error is a typical customer complaint.

Which of the following is considered a customer relationship enhancer?

Anthony is a purchasing agent for a hospital. One day the hospital receives a shipment from a supplier with several items missing. Anthony calls the supplier and talks to a customer service representative, who is very friendly and helpful. Anthony calls the supplier again the next day but talks to a different customer service representative, who is not as friendly and not as helpful. What type of problem does the supplier have involving its customer service?

Which benefit of service enthusiasm is enabled by efficient operations, cost savings, and doing things correctly?

The process of improving a product or service for the customer is known as building goodwill.

What is the term for meetings in which the salesperson encourages the buyer to discuss tough issues, especially in areas in which the salesperson's organization is providing less than satisfactory performance?

An open communication line is critical if salespeople are to build a long-term relationship with their customers.

When a salesperson coordinates and interprets the information gathered through buyer-seller contact and collaboration to develop insight regarding the buyer's changing situation, needs, and expectations, which component of follow-up is he or she using?