Question 1

The major advantage of a telephone call over written correspondence is that:

Accepted Answer

A) less time is involved. 
B) it offers spontaneity. 
C) two-way communication is involved. 
D) everyone has a telephone. 
E) the buyer is a "captive audience." 
A) less time is involved. 
B) it offers spontaneity. 
C) two-way communication is involved. 
D) everyone has a telephone. 
E) the buyer is a "captive audience."

Question 2

The difference between cross-selling and suggestion-selling is:

Accepted Answer

A) cross-selling is hard to do because it involves the customers to purchase the product,suggestion-selling is easy to do because the customer is not committing to the purchase. 
B) cross-selling is done by order getters,suggestion-selling is done by order-takers. 
C) cross-selling involves selling products directly associated with the product sold,suggestion-selling is selling unrelated items. 
D) cross-selling is suggesting competitive products,suggestion-selling is offering your own products to the customer. 
E) cross-selling is to grow volume,suggestion-selling is to enhance customer satisfaction. 
A) cross-selling is hard to do because it involves the customers to purchase the product,suggestion-selling is easy to do because the customer is not committing to the purchase. 
B) cross-selling is done by order getters,suggestion-selling is done by order-takers. 
C) cross-selling involves selling products directly associated with the product sold,suggestion-selling is selling unrelated items. 
D) cross-selling is suggesting competitive products,suggestion-selling is offering your own products to the customer. 
E) cross-selling is to grow volume,suggestion-selling is to enhance customer satisfaction.

Question 3

Trying to sell a tie after a suit has been sold,is an example of:

Accepted Answer

A) relationship selling. 
B) suggestion selling. 
C) follow up selling. 
D) cross selling. 
E) value added selling. 
A) relationship selling. 
B) suggestion selling. 
C) follow up selling. 
D) cross selling. 
E) value added selling.

Question 4

Customer complaints can be valuable because:

Accepted Answer

A) they sharpen the sales representative's skills. 
B) they provide a source of important information. 
C) they reduce buyer's remorse. 
D) they encourage companies to pay more attention to their marketing strategy. 
E) they prevent negative word-of-mouth advertising. 
A) they sharpen the sales representative's skills. 
B) they provide a source of important information. 
C) they reduce buyer's remorse. 
D) they encourage companies to pay more attention to their marketing strategy. 
E) they prevent negative word-of-mouth advertising.

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) request referrals of other prospects. 
B) ensure that the product has been installed correctly. 
C) determine if the customer is satisfied with the purchase. 
D) complete the call card form. 
E) introduce related products and services. 
A) request referrals of other prospects. 
B) ensure that the product has been installed correctly. 
C) determine if the customer is satisfied with the purchase. 
D) complete the call card form. 
E) introduce related products and services.

Question 6

Salespeople should plan for suggestion selling during the ___________step.

Accepted Answer

The answer of Salespeople should plan for suggestion selling during...

Question 7

After selling a car,Tony offers a long list of options including special trim,upscale stereo systems,anti-lock brakes,etc.He is:

Accepted Answer

A) suggesting new items. 
B) suggesting a larger quantity. 
C) suggesting related items. 
D) cross-selling. 
E) suggesting better quality products. 
A) suggesting new items. 
B) suggesting a larger quantity. 
C) suggesting related items. 
D) cross-selling. 
E) suggesting better quality products.

Question 8

A business should not be too concerned about losing customers through attrition as long as they continue to gain a steady supply of new customers.

Accepted Answer

A) True 
 B)False

Question 9

In the partnership era,companies can maximize customer service through:

Accepted Answer

A) increased communication; providing necessary and timely information to customers. 
B) increased empathy with customers. 
C) increased diligence by being more responsive and reliable. 
D) increased sportsmanship; showing willingness to tolerate setbacks. 
E) all of the above 
A) increased communication; providing necessary and timely information to customers. 
B) increased empathy with customers. 
C) increased diligence by being more responsive and reliable. 
D) increased sportsmanship; showing willingness to tolerate setbacks. 
E) all of the above

Question 10

Thomas works in the area of customer service.His duties include:

Accepted Answer

A) to enhance the role of the product. 
B) to prevent customers from buying competitors' products. 
C) to encourage customers to spend more money. 
D) closing sales. 
E) to work one on one with clients. 
A) to enhance the role of the product. 
B) to prevent customers from buying competitors' products. 
C) to encourage customers to spend more money. 
D) closing sales. 
E) to work one on one with clients.

Question 11

The main reason customers welcome cross-selling is because:

Accepted Answer

A) they want special favors from the sales person. 
B) they want to buy integrated systems. 
C) they want the convenience by buying several items from the same source. 
D) they want price discounts. 
E) they want to show customer loyalty. 
A) they want special favors from the sales person. 
B) they want to buy integrated systems. 
C) they want the convenience by buying several items from the same source. 
D) they want price discounts. 
E) they want to show customer loyalty.

Question 12

For increased customer loyalty,a salesperson should:

Accepted Answer

A) keep his promises and over-deliver on customer expectations. 
B) under promise and meet customer expectations. 
C) over promise and over-deliver on customer expectations. 
D) keep his promises and meet customer expectations. 
E) over promise and under-deliver customer expectations. 
A) keep his promises and over-deliver on customer expectations. 
B) under promise and meet customer expectations. 
C) over promise and over-deliver on customer expectations. 
D) keep his promises and meet customer expectations. 
E) over promise and under-deliver customer expectations.

Question 13

Suggestion selling should occur:

Accepted Answer

A) after the price is negotiated. 
B) before a major sale is made. 
C) before satisfying the customer's primary needs. 
D) after a major sale is made. 
E) after satisfying the customer's primary needs. 
A) after the price is negotiated. 
B) before a major sale is made. 
C) before satisfying the customer's primary needs. 
D) after a major sale is made. 
E) after satisfying the customer's primary needs.

Question 14

All of the following are appropriate suggestion selling methods except:

Accepted Answer

A) suggest a larger quantity. 
B) suggest new items. 
C) suggest related items. 
D) suggest products that can provide additional satisfaction. 
E) suggest low-cost options. 
A) suggest a larger quantity. 
B) suggest new items. 
C) suggest related items. 
D) suggest products that can provide additional satisfaction. 
E) suggest low-cost options.

Question 15

A bank customer who has a home equity loan might be contacted and asked to consider purchase of a mutual fund is an example of ________.

Accepted Answer

A) suggestion selling 
B) full-line selling 
C) upselling 
D) partnering 
E) cross-selling 
A) suggestion selling 
B) full-line selling 
C) upselling 
D) partnering 
E) cross-selling

Question 16

The best medium to deal with customer's problems is through:

Accepted Answer

A) telephone calls. 
B) e-mail. 
C) writing a letter. 
D) in-person communication. 
E) all of the above 
A) telephone calls. 
B) e-mail. 
C) writing a letter. 
D) in-person communication. 
E) all of the above

Question 17

________ is the process of suggesting merchandise or services that are related to the main item sold to the customer.

Accepted Answer

A) Suggestion selling 
B) Suggestion order 
C) Suggestion implications 
D) Suggestion transacting 
E) Suggestion directives 
A) Suggestion selling 
B) Suggestion order 
C) Suggestion implications 
D) Suggestion transacting 
E) Suggestion directives

Question 18

________ can be defined as those activities that enhance or facilitate the purchase and use of the product.

Accepted Answer

A) Suggestion selling 
B) Call reports 
C) Enhancement selling 
D) Benefit packages 
E) Customer service 
A) Suggestion selling 
B) Call reports 
C) Enhancement selling 
D) Benefit packages 
E) Customer service

Question 19

___________ involves selling products that are not directly related to products that you have sold to an established customer.

Accepted Answer

The answer of ___________ involves selling products that are not...

Question 20

What percentage of customers is lost due to price consideration?

Accepted Answer

A) 5-8 
B) 2-5 
C) 20-30 
D) 50-70 
E) 10-15 
A) 5-8 
B) 2-5 
C) 20-30 
D) 50-70 
E) 10-15

The major advantage of a telephone call over written correspondence is that:

The difference between cross-selling and suggestion-selling is:

Trying to sell a tie after a suit has been sold,is an example of:

Customer complaints can be valuable because:

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

Salespeople should plan for suggestion selling during the ___________step.

After selling a car,Tony offers a long list of options including special trim,upscale stereo systems,anti-lock brakes,etc.He is:

A business should not be too concerned about losing customers through attrition as long as they continue to gain a steady supply of new customers.

In the partnership era,companies can maximize customer service through:

Thomas works in the area of customer service.His duties include:

The main reason customers welcome cross-selling is because:

For increased customer loyalty,a salesperson should:

Suggestion selling should occur:

All of the following are appropriate suggestion selling methods except:

A bank customer who has a home equity loan might be contacted and asked to consider purchase of a mutual fund is an example of ________.

The best medium to deal with customer's problems is through:

________ is the process of suggesting merchandise or services that are related to the main item sold to the customer.

________ can be defined as those activities that enhance or facilitate the purchase and use of the product.

___________ involves selling products that are not directly related to products that you have sold to an established customer.

What percentage of customers is lost due to price consideration?

Relationship Selling Opportunities in the Information Economy

Evolution of Selling Models That Complement the Marketing Concept

Creating Value With a Relationship Strategy

Communication Styles: a Key to Adaptive Selling Today

Ethics: the Foundation for Relationships in Selling

Creating Product Solutions

Product-Selling Strategies That Add Value

The Buying Process and Buyer Behaviour

Developing and Qualifying a Prospect Base

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 major advantage of a telephone call over written correspondence is that:

The difference between cross-selling and suggestion-selling is:

Trying to sell a tie after a suit has been sold,is an example of:

Customer complaints can be valuable because:

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

Salespeople should plan for suggestion selling during the ___________step.

After selling a car,Tony offers a long list of options including special trim,upscale stereo systems,anti-lock brakes,etc.He is:

A business should not be too concerned about losing customers through attrition as long as they continue to gain a steady supply of new customers.

In the partnership era,companies can maximize customer service through:

Thomas works in the area of customer service.His duties include:

The main reason customers welcome cross-selling is because:

For increased customer loyalty,a salesperson should:

Suggestion selling should occur:

All of the following are appropriate suggestion selling methods except:

A bank customer who has a home equity loan might be contacted and asked to consider purchase of a mutual fund is an example of ________.

The best medium to deal with customer's problems is through:

________ is the process of suggesting merchandise or services that are related to the main item sold to the customer.

________ can be defined as those activities that enhance or facilitate the purchase and use of the product.

___________ involves selling products that are not directly related to products that you have sold to an established customer.

What percentage of customers is lost due to price consideration?

Relationship Selling Opportunities in the Information Economy

Evolution of Selling Models That Complement the Marketing Concept

Creating Value With a Relationship Strategy

Communication Styles: a Key to Adaptive Selling Today

Ethics: the Foundation for Relationships in Selling

Creating Product Solutions

Product-Selling Strategies That Add Value

The Buying Process and Buyer Behaviour

Developing and Qualifying a Prospect Base

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