Question 1

From the customer's perspective, what is the primary benefit provided by PC-based software applications such as MaximizerTM, GoldmineTM, and ACT!TM?

Accepted Answer

A)  security of information 
B)  faster order processing 
C)  more accurate billing information 
D)  improved communications with suppliers 
A)  security of information 
B)  faster order processing 
C)  more accurate billing information 
D)  improved communications with suppliers

Question 2

How does the textbook define the process of improving a product or service for a customer?

Accepted Answer

A)  disintermediation 
B)  value substitution 
C)  adding value 
D)  margin enhancement 
A)  disintermediation 
B)  value substitution 
C)  adding value 
D)  margin enhancement

Question 3

From the salesperson's perspective, what is the primary benefit provided by Internet-based software applications such as NetsuiteTM and Salesforce.comTM?

Accepted Answer

A)  access to information 
B)  faster order processing 
C)  more accurate billing information 
D)  security 
A)  access to information 
B)  faster order processing 
C)  more accurate billing information 
D)  security

Question 4

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.

Accepted Answer

A) True 
 B)False

Question 5

Which aspects of salesperson behaviour are demonstrated by returning telephone calls promptly, fulfilling commitments, satisfying customer requests, and being readily available?

Accepted Answer

A)  responsiveness and reliability 
B)  empathy and focus 
C)  questioning skills 
D)  energy and enthusiasm 
A)  responsiveness and reliability 
B)  empathy and focus 
C)  questioning skills 
D)  energy and enthusiasm

Question 6

From the customer's perspective, what is the primary benefit provided by Internet-based software applications such as NetsuiteTM and Salesforce.comTM?

Accepted Answer

A)  security of information 
B)  faster order processing 
C)  more accurate billing information 
D)  improved communications with suppliers 
A)  security of information 
B)  faster order processing 
C)  more accurate billing information 
D)  improved communications with suppliers

Question 7

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

Accepted Answer

A) True 
 B)False

Question 8

Which of the following best summarizes the challenge of using outstanding service quality as a competitive differentiator when attempting to acquire and maintain customer relationships?

Accepted Answer

A)  Service quality matters to customers only when something bad happens to them. 
B)  All organizations claim to offer outstanding service quality. 
C)  Outstanding service quality is very difficult to achieve. 
D)  Most customers today have very low expectations for service quality. 
A)  Service quality matters to customers only when something bad happens to them. 
B)  All organizations claim to offer outstanding service quality. 
C)  Outstanding service quality is very difficult to achieve. 
D)  Most customers today have very low expectations for service quality.

Question 9

What should the salesperson do next if the complaining customer proposes a nonviable way to resolve the complaint?

Accepted Answer

A)  allow the customer to vent 
B)  follow through with what the customer suggests anyway 
C)  thank the customer for the suggestion and then offer the customer an alternative resolution 
D)  gain the customer's agreement that the action will resolve the complaint 
A)  allow the customer to vent 
B)  follow through with what the customer suggests anyway 
C)  thank the customer for the suggestion and then offer the customer an alternative resolution 
D)  gain the customer's agreement that the action will resolve the complaint

Question 10

What should the salesperson do next if the complaining customer proposes a viable way to resolve the complaint?

Accepted Answer

A)  allow the customer to vent 
B)  follow through with what the customer suggests 
C)  offer the customer an alternative resolution 
D)  gain the customer's agreement that the action will resolve the complaint 
A)  allow the customer to vent 
B)  follow through with what the customer suggests 
C)  offer the customer an alternative resolution 
D)  gain the customer's agreement that the action will resolve the complaint

Question 11

Customers do not expect to have contact with the salesperson after the sale is completed.

Accepted Answer

A) True 
 B)False

Question 12

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 13

Regardless of fault, a salesperson should take responsibility for problems anyone in the selling organization has caused the buyer.

Accepted Answer

A) True 
 B)False

Question 14

A salesperson focusing on the short term and overpromising and underdelivering is likely to have difficulty building strong customer relationships.

Accepted Answer

A) True 
 B)False

Question 15

From the salesperson's perspective, what is the primary benefit provided by PC-based software applications such as MaximizerTM, GoldmineTM, and ACT!TM?

Accepted Answer

A)  access to information 
B)  faster order processing 
C)  more accurate billing information 
D)  security 
A)  access to information 
B)  faster order processing 
C)  more accurate billing information 
D)  security

Question 16

The use of salesforce automation tools such as CRM programs adds value at the third component of effective follow-up, which is know.

Accepted Answer

A) True 
 B)False

Question 17

Each time a customer interacts with a member of the selling organization it is referred to as a moment of truth.

Accepted Answer

A) True 
 B)False

Question 18

What is the purpose of a salesperson developing a service strategy?

Accepted Answer

A)  to achieve cost savings by providing high levels of customer service 
B)  to develop superior levels of customer service that result in high rates of customer retention 
C)  to incorporate customer service into the unique selling proposition offered by the organization 
D)  to achieve effective implementation of the organization's marketing strategy 
A)  to achieve cost savings by providing high levels of customer service 
B)  to develop superior levels of customer service that result in high rates of customer retention 
C)  to incorporate customer service into the unique selling proposition offered by the organization 
D)  to achieve effective implementation of the organization's marketing strategy

Question 19

Which of the following aspects of salesperson behaviour has research shown to positively influence levels of customer satisfaction?

Accepted Answer

A)  possessing high levels of energy and drive and commitment 
B)  demonstrating empathy and focus towards the customer 
C)  using good questioning skills and have quick answers 
D)  providing regular, clear, and concise communication about products and services 
A)  possessing high levels of energy and drive and commitment 
B)  demonstrating empathy and focus towards the customer 
C)  using good questioning skills and have quick answers 
D)  providing regular, clear, and concise communication about products and services

Question 20

Seminars, training sessions, and social engagements are good ways for a salesperson to expand the collaborative involvement between his or her organization and customers.

Accepted Answer

A) True 
 B)False

From the customer's perspective, what is the primary benefit provided by PC-based software applications such as Maximizer^TM, Goldmine^TM, and ACT!^TM?

How does the textbook define the process of improving a product or service for a customer?

From the salesperson's perspective, what is the primary benefit provided by Internet-based software applications such as Netsuite^TM and Salesforce.com^TM?

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.

Which aspects of salesperson behaviour are demonstrated by returning telephone calls promptly, fulfilling commitments, satisfying customer requests, and being readily available?

From the customer's perspective, what is the primary benefit provided by Internet-based software applications such as Netsuite^TM and Salesforce.com^TM?

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

Which of the following best summarizes the challenge of using outstanding service quality as a competitive differentiator when attempting to acquire and maintain customer relationships?

What should the salesperson do next if the complaining customer proposes a nonviable way to resolve the complaint?

What should the salesperson do next if the complaining customer proposes a viable way to resolve the complaint?

Customers do not expect to have contact with the salesperson after the sale is completed.

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

Regardless of fault, a salesperson should take responsibility for problems anyone in the selling organization has caused the buyer.

A salesperson focusing on the short term and overpromising and underdelivering is likely to have difficulty building strong customer relationships.

From the salesperson's perspective, what is the primary benefit provided by PC-based software applications such as Maximizer^TM, Goldmine^TM, and ACT!^TM?

The use of salesforce automation tools such as CRM programs adds value at the third component of effective follow-up, which is know.

Each time a customer interacts with a member of the selling organization it is referred to as a moment of truth.

What is the purpose of a salesperson developing a service strategy?

Which of the following aspects of salesperson behaviour has research shown to positively influence levels of customer satisfaction?

Seminars, training sessions, and social engagements are good ways for a salesperson to expand the collaborative involvement between his or her organization and customers.

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

From the customer's perspective, what is the primary benefit provided by PC-based software applications such as MaximizerTM, GoldmineTM, and ACT!TM?

How does the textbook define the process of improving a product or service for a customer?

From the salesperson's perspective, what is the primary benefit provided by Internet-based software applications such as NetsuiteTM and Salesforce.comTM?

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.

Which aspects of salesperson behaviour are demonstrated by returning telephone calls promptly, fulfilling commitments, satisfying customer requests, and being readily available?

From the customer's perspective, what is the primary benefit provided by Internet-based software applications such as NetsuiteTM and Salesforce.comTM?

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

Which of the following best summarizes the challenge of using outstanding service quality as a competitive differentiator when attempting to acquire and maintain customer relationships?

What should the salesperson do next if the complaining customer proposes a nonviable way to resolve the complaint?

What should the salesperson do next if the complaining customer proposes a viable way to resolve the complaint?

Customers do not expect to have contact with the salesperson after the sale is completed.

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

Regardless of fault, a salesperson should take responsibility for problems anyone in the selling organization has caused the buyer.

A salesperson focusing on the short term and overpromising and underdelivering is likely to have difficulty building strong customer relationships.

From the salesperson's perspective, what is the primary benefit provided by PC-based software applications such as MaximizerTM, GoldmineTM, and ACT!TM?

The use of salesforce automation tools such as CRM programs adds value at the third component of effective follow-up, which is know.

Each time a customer interacts with a member of the selling organization it is referred to as a moment of truth.

What is the purpose of a salesperson developing a service strategy?

Which of the following aspects of salesperson behaviour has research shown to positively influence levels of customer satisfaction?

Seminars, training sessions, and social engagements are good ways for a salesperson to expand the collaborative involvement between his or her organization and customers.

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

From the customer's perspective, what is the primary benefit provided by PC-based software applications such as Maximizer^TM, Goldmine^TM, and ACT!^TM?

From the salesperson's perspective, what is the primary benefit provided by Internet-based software applications such as Netsuite^TM and Salesforce.com^TM?

From the customer's perspective, what is the primary benefit provided by Internet-based software applications such as Netsuite^TM and Salesforce.com^TM?

From the salesperson's perspective, what is the primary benefit provided by PC-based software applications such as Maximizer^TM, Goldmine^TM, and ACT!^TM?