Question 1

The ________ provides a quick,efficient,and instantly interactive way to follow up a sale.

Accepted Answer

The answer of The ________ provides a quick,efficient,and instantly interactive...

Question 2

According to Tony Allesandra,failure of a purchased product to perform as expected can be described as the "moment of truth."

Accepted Answer

A) True 
 B)False

Question 3

Alana Pierce is the director of Membership Programs for the Tammerline Zoo. She develops the programs and sells them to zoo visitors. The programs are tiered and include discounts and special perks for members.
-Which of the following is a simple tool that would most likely ensure that Tammerline Zoo provides excellent customer service?

Accepted Answer

A)  blog 
B)  extranet 
C)  call report 
D)  customer survey 
E)  expansion selling 
A)  blog 
B)  extranet 
C)  call report 
D)  customer survey 
E)  expansion selling

Question 4

Gail Sayers is a sales representative with Countrywide Transport, a company that provides chartered flights-airplanes, pilots, staff, and services-to client groups. She has just closed a large sale of several flights each week for four months to a service organization of Orthodox Jewish college students. The students are sent on work service projects all across the United States. The first flights will begin one week after the closing date.
-Gail is always striving for the "moment of magic" with her clients.This means:

Accepted Answer

A)  fulfilling the basic spirit of the sales contract 
B)  giving them what they paid for 
C)  giving them what they paid for with excellent execution 
D)  not only giving them what they paid for but creating a satisfying experience with attentive customer service 
E)  not only giving them what they paid for but adding in free services and products 
A)  fulfilling the basic spirit of the sales contract 
B)  giving them what they paid for 
C)  giving them what they paid for with excellent execution 
D)  not only giving them what they paid for but creating a satisfying experience with attentive customer service 
E)  not only giving them what they paid for but adding in free services and products

Question 5

The purpose of the follow-up communication between customer and salesperson is to express thanks for the order and to:

Accepted Answer

A)  introduce related products 
B)  complete the call card form 
C)  request referrals for other prospects 
D)  determine if the customer is satisfied 
E)  ask for full payment from the customer 
A)  introduce related products 
B)  complete the call card form 
C)  request referrals for other prospects 
D)  determine if the customer is satisfied 
E)  ask for full payment from the customer

Question 6

An unhappy customer is most likely to complain to:

Accepted Answer

A)  the salesperson 
B)  the sales manager 
C)  government agencies 
D)  potential customers 
E)  competing firms 
A)  the salesperson 
B)  the sales manager 
C)  government agencies 
D)  potential customers 
E)  competing firms

Question 7

People buy expectations,not products,according to Ted Levitt,author of The Marketing Imagination.

Accepted Answer

A) True 
 B)False

Question 8

Full-line selling,sometimes called suggestion selling,should be spontaneous and unplanned in order to achieve naturalness in the selling situation.

Accepted Answer

A) True 
 B)False

Question 9

Alana Pierce is the director of Membership Programs for the Tammerline Zoo. She develops the programs and sells them to zoo visitors. The programs are tiered and include discounts and special perks for members.
-A member contacts Alana to complain about parking.Every time she brings her children to the zoo,the members-only parking lot is full,and she is forced to park farther away in the general admission parking lot.When Alana receives such calls,she should most likely:

Accepted Answer

A)  refer the problem to the maintenance department 
B)  identify whether the complaint is real or perceived 
C)  allow customers to express their feelings 
D)  avoid explaining the cause of the problem 
E)  offer to cancel the membership 
A)  refer the problem to the maintenance department 
B)  identify whether the complaint is real or perceived 
C)  allow customers to express their feelings 
D)  avoid explaining the cause of the problem 
E)  offer to cancel the membership

Question 10

Which service behavior is LEAST important in B2B selling?

Accepted Answer

A)  returning customer phone calls promptly 
B)  communicating information concisely 
C)  showing a willingness to be helpful 
D)  speeding up the closing process 
E)  demonstrating professionalism 
A)  returning customer phone calls promptly 
B)  communicating information concisely 
C)  showing a willingness to be helpful 
D)  speeding up the closing process 
E)  demonstrating professionalism

Question 11

Alana Pierce is the director of Membership Programs for the Tammerline Zoo. She develops the programs and sells them to zoo visitors. The programs are tiered and include discounts and special perks for members.
-In addition to free events for members only,Alana works with the zookeepers to create paid members-only events,such as marine mammal feeding sessions.This most likely creates which of the following?

Accepted Answer

A)  greater loyalty of members to the zookeepers 
B)  a revenue stream for the zookeepers 
C)  a way to make members feel that they are doing something dangerous 
D)  bad feelings in members who have already paid the membership fee 
E)  increased member prestige plus the chance to upsell to members 
A)  greater loyalty of members to the zookeepers 
B)  a revenue stream for the zookeepers 
C)  a way to make members feel that they are doing something dangerous 
D)  bad feelings in members who have already paid the membership fee 
E)  increased member prestige plus the chance to upsell to members

Question 12

Full-line selling,or suggestion selling,should be viewed as a form of customer service.

Accepted Answer

A) True 
 B)False

Question 13

The moment of ________ refers to a situation when customer expectations are not met.

Accepted Answer

A)  dismay 
B)  magic 
C)  truth 
D)  reality 
E)  misery 
A)  dismay 
B)  magic 
C)  truth 
D)  reality 
E)  misery

Question 14

Research indicates that about half of lost customers leave due to price considerations.

Accepted Answer

A) True 
 B)False

Question 15

A "moment of truth" can be described as a situation where the customer's expectations were met.

Accepted Answer

A) True 
 B)False

Question 16

A group of people who recommend customer-driven organizations to others could be called:

Accepted Answer

A)  disgruntled customers 
B)  auxiliary salespeople 
C)  a secondary salesforce 
D)  missionary salespeople 
E)  evangelist salespeople 
A)  disgruntled customers 
B)  auxiliary salespeople 
C)  a secondary salesforce 
D)  missionary salespeople 
E)  evangelist salespeople

Question 17

How can customer complaints provide the firm with great value?

Accepted Answer

A)  Customer service representatives require on-the-job training. 
B)  Resolving complaints involves engaging in two-way communication. 
C)  Sorting profitable and non-profitable customers becomes easier. 
D)  Complaints provide information that is difficult to obtain by other means. 
E)  Complaints offer an opportunity to prove the company is legally and ethically right. 
A)  Customer service representatives require on-the-job training. 
B)  Resolving complaints involves engaging in two-way communication. 
C)  Sorting profitable and non-profitable customers becomes easier. 
D)  Complaints provide information that is difficult to obtain by other means. 
E)  Complaints offer an opportunity to prove the company is legally and ethically right.

Question 18

Value reinforcement means:

Accepted Answer

A)  getting credit for the value you create for the customer 
B)  showing the customer the specific benefits of the product 
C)  using bridge statements to clarify product information 
D)  using the assumptive method to close a sale 
E)  reiterating the features included with the purchase price 
A)  getting credit for the value you create for the customer 
B)  showing the customer the specific benefits of the product 
C)  using bridge statements to clarify product information 
D)  using the assumptive method to close a sale 
E)  reiterating the features included with the purchase price

Question 19

Which of the following would LEAST likely help a salesperson earn a repeat sale?

Accepted Answer

A)  providing professional looking business cards 
B)  ensuring timely delivery of a product 
C)  acting as the customer's advocate 
D)  ensuring the accuracy of invoices 
E)  offering technical expertise 
A)  providing professional looking business cards 
B)  ensuring timely delivery of a product 
C)  acting as the customer's advocate 
D)  ensuring the accuracy of invoices 
E)  offering technical expertise

Question 20

The most likely reason for salespeople to make follow-up telephone calls to customers is that:

Accepted Answer

A)  follow-up calls are more efficient than e-mails 
B)  sales managers cannot make all the calls themselves 
C)  the customer may place repeat orders during a phone call 
D)  customer service representatives cannot be trusted to make the calls 
E)  the customers are certain to have complaints and issues that need to be addressed 
A)  follow-up calls are more efficient than e-mails 
B)  sales managers cannot make all the calls themselves 
C)  the customer may place repeat orders during a phone call 
D)  customer service representatives cannot be trusted to make the calls 
E)  the customers are certain to have complaints and issues that need to be addressed

The ________ provides a quick,efficient,and instantly interactive way to follow up a sale.

According to Tony Allesandra,failure of a purchased product to perform as expected can be described as the "moment of truth."

The purpose of the follow-up communication between customer and salesperson is to express thanks for the order and to:

An unhappy customer is most likely to complain to:

People buy expectations,not products,according to Ted Levitt,author of The Marketing Imagination.

Full-line selling,sometimes called suggestion selling,should be spontaneous and unplanned in order to achieve naturalness in the selling situation.

Which service behavior is LEAST important in B2B selling?

Full-line selling,or suggestion selling,should be viewed as a form of customer service.

The moment of ________ refers to a situation when customer expectations are not met.

Research indicates that about half of lost customers leave due to price considerations.

A "moment of truth" can be described as a situation where the customer's expectations were met.

A group of people who recommend customer-driven organizations to others could be called:

How can customer complaints provide the firm with great value?

Value reinforcement means:

Which of the following would LEAST likely help a salesperson earn a repeat sale?

The most likely reason for salespeople to make follow-up telephone calls to customers is that:

Relationship Selling Opportunities in the Information Economy

Evolution of Selling Models That Compliment the Marketing Concept

Ethics: the Foundation for Partnering Relationships That Create Value

Creating Value With a Relationship Strategy

Communication Styles: a Key to Adaptive Selling Today

Creating Product Solutions

Product-Selling Strategies That Add Value

The Buying Process and Buyer Behavior

Developing and Qualifying Prospects and Accounts

Approaching the Customer With Adaptive Selling

Determining Customer Needs With a Consultative Questioning Strategy

Creating Value With the Consultative Presentation

Negotiating Buyer Concerns

Adapting the Close and Confirming the Partnership

Opportunity Management: the Key to Greater Sales Productivity

Management of the Sales Force

Filters

Exam 15: Servicing the Sale and Building the Partnership

The ________ provides a quick,efficient,and instantly interactive way to follow up a sale.

According to Tony Allesandra,failure of a purchased product to perform as expected can be described as the "moment of truth."

The purpose of the follow-up communication between customer and salesperson is to express thanks for the order and to:

An unhappy customer is most likely to complain to:

People buy expectations,not products,according to Ted Levitt,author of The Marketing Imagination.

Full-line selling,sometimes called suggestion selling,should be spontaneous and unplanned in order to achieve naturalness in the selling situation.

Which service behavior is LEAST important in B2B selling?

Full-line selling,or suggestion selling,should be viewed as a form of customer service.

The moment of ________ refers to a situation when customer expectations are not met.

Research indicates that about half of lost customers leave due to price considerations.

A "moment of truth" can be described as a situation where the customer's expectations were met.

A group of people who recommend customer-driven organizations to others could be called:

How can customer complaints provide the firm with great value?

Value reinforcement means:

Which of the following would LEAST likely help a salesperson earn a repeat sale?

The most likely reason for salespeople to make follow-up telephone calls to customers is that:

Relationship Selling Opportunities in the Information Economy

Evolution of Selling Models That Compliment the Marketing Concept

Ethics: the Foundation for Partnering Relationships That Create Value

Creating Value With a Relationship Strategy

Communication Styles: a Key to Adaptive Selling Today

Creating Product Solutions

Product-Selling Strategies That Add Value

The Buying Process and Buyer Behavior

Developing and Qualifying Prospects and Accounts

Approaching the Customer With Adaptive Selling

Determining Customer Needs With a Consultative Questioning Strategy

Creating Value With the Consultative Presentation

Negotiating Buyer Concerns

Adapting the Close and Confirming the Partnership

Opportunity Management: the Key to Greater Sales Productivity

Management of the Sales Force

Filters