Question 1

Servicing the sale involves: follow-through,follow up calls,and expansion selling.

Accepted Answer

A) True 
 B)False

Question 2

Research shows that customers who have good customer service experience tell an average of __________ people about it.

Accepted Answer

A) 10 
B) 6 
C) 4 
D) 2 
E) 8 
A) 10 
B) 6 
C) 4 
D) 2 
E) 8

Question 3

___________encompasses all activities that enhance or facilitate the sale and use of ones product or service.

Accepted Answer

The answer of ___________encompasses all activities that enhance or facilitate...

Question 4

Suggestion selling should be viewed as a form of customer service.

Accepted Answer

A) True 
 B)False

Question 5

The ___________provides a quick and efficient way to follow up a sale.

Accepted Answer

The answer of The ___________provides a quick and efficient way...

Question 6

Surveys show that poor service and lack of follow-up after the sale are the primary reasons customers stop buying from a salesperson.

Accepted Answer

A) True 
 B)False

Question 7

When a sales person does not follow-through and follow-up on a sale what is lost?

Accepted Answer

A) market share 
B) loyalty 
C) credibility 
D) sale 
E) ethics 
A) market share 
B) loyalty 
C) credibility 
D) sale 
E) ethics

Question 8

Which of the following is a major guideline that should be considered when using suggestion selling?

Accepted Answer

A) Show the suggested item only if the customer seems interested. 
B) Don't waste time suggesting low-profit items. 
C) Don't hesitate to make suggestions before closing the sale. 
D) Only suggest the items which have the greatest profit margin. 
E) Don't make suggestions until you have first satisfied the customer's primary need. 
A) Show the suggested item only if the customer seems interested. 
B) Don't waste time suggesting low-profit items. 
C) Don't hesitate to make suggestions before closing the sale. 
D) Only suggest the items which have the greatest profit margin. 
E) Don't make suggestions until you have first satisfied the customer's primary need.

Question 9

Another name for full-line selling is:

Accepted Answer

A) upselling. 
B) suggestion selling. 
C) cross-selling. 
D) partnering. 
E) value-added selling. 
A) upselling. 
B) suggestion selling. 
C) cross-selling. 
D) partnering. 
E) value-added selling.

Question 10

In the field of selling,upselling means selling larger quantities.

Accepted Answer

A) True 
 B)False

Question 11

When a customer complains,it is important to:

Accepted Answer

A) encourage them to vent their feelings to you,the salesperson. 
B) refer them to whoever was the cause of the problem in the company. 
C) ask customers instead to focus on the benefits of making that purchase. 
D) request them not to talk to friends about their complaints. 
E) remind them that they are perceiving the situation incorrectly. 
A) encourage them to vent their feelings to you,the salesperson. 
B) refer them to whoever was the cause of the problem in the company. 
C) ask customers instead to focus on the benefits of making that purchase. 
D) request them not to talk to friends about their complaints. 
E) remind them that they are perceiving the situation incorrectly.

Question 12

Value reinforcement means positive bragging and getting credit for the value you created for the customer.

Accepted Answer

A) True 
 B)False

Question 13

The personal visit follow-up strategy is usually the most costly,but it may produce the best results.

Accepted Answer

A) True 
 B)False

Question 14

Selling a product that is not directly related to the product you have sold to a customer is called:

Accepted Answer

A) unethical selling. 
B) cross-selling. 
C) referral selling. 
D) customer service. 
E) suggestion-selling. 
A) unethical selling. 
B) cross-selling. 
C) referral selling. 
D) customer service. 
E) suggestion-selling.

Question 15

When customers do complain by telephone or in person,the sales representative should:

Accepted Answer

A) encourage them to express their feelings. 
B) change the topic. 
C) ignore them. 
D) express his/her own opinion. 
E) give them free products. 
A) encourage them to express their feelings. 
B) change the topic. 
C) ignore them. 
D) express his/her own opinion. 
E) give them free products.

Question 16

Most buyers will view suggestion selling,regardless of how it is handled,as an imposition.

Accepted Answer

A) True 
 B)False

Question 17

Janice Jones is a realtor.After selling a home,Janice likes to recommend the home buyers decorating and home insurance services.Janet is engaging in:

Accepted Answer

A) full-line selling. 
B) expansion-selling. 
C) up-selling. 
D) value-selling. 
E) cross-selling. 
A) full-line selling. 
B) expansion-selling. 
C) up-selling. 
D) value-selling. 
E) cross-selling.

Question 18

In suggestion selling,one should not demonstrate the suggested item as it will take away attention from the main product.

Accepted Answer

A) True 
 B)False

Question 19

A car dealer offering an upgrade on the stereo system is doing suggestion selling.

Accepted Answer

A) True 
 B)False

Question 20

Maggie noticed that her customer's expectations of her have ________ after a sale has been completed.

Accepted Answer

A) disappeared 
B) decreased a lot 
C) increased 
D) remained the same 
E) decreased a little 
A) disappeared 
B) decreased a lot 
C) increased 
D) remained the same 
E) decreased a little

Servicing the sale involves: follow-through,follow up calls,and expansion selling.

Research shows that customers who have good customer service experience tell an average of __________ people about it.

___________encompasses all activities that enhance or facilitate the sale and use of ones product or service.

Suggestion selling should be viewed as a form of customer service.

The ___________provides a quick and efficient way to follow up a sale.

Surveys show that poor service and lack of follow-up after the sale are the primary reasons customers stop buying from a salesperson.

When a sales person does not follow-through and follow-up on a sale what is lost?

Which of the following is a major guideline that should be considered when using suggestion selling?

Another name for full-line selling is:

In the field of selling,upselling means selling larger quantities.

When a customer complains,it is important to:

Value reinforcement means positive bragging and getting credit for the value you created for the customer.

The personal visit follow-up strategy is usually the most costly,but it may produce the best results.

Selling a product that is not directly related to the product you have sold to a customer is called:

When customers do complain by telephone or in person,the sales representative should:

Most buyers will view suggestion selling,regardless of how it is handled,as an imposition.

Janice Jones is a realtor.After selling a home,Janice likes to recommend the home buyers decorating and home insurance services.Janet is engaging in:

In suggestion selling,one should not demonstrate the suggested item as it will take away attention from the main product.

A car dealer offering an upgrade on the stereo system is doing suggestion selling.

Maggie noticed that her customer's expectations of her have ________ after a sale has been completed.

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

Servicing the sale involves: follow-through,follow up calls,and expansion selling.

Research shows that customers who have good customer service experience tell an average of __________ people about it.

___________encompasses all activities that enhance or facilitate the sale and use of ones product or service.

Suggestion selling should be viewed as a form of customer service.

The ___________provides a quick and efficient way to follow up a sale.

Surveys show that poor service and lack of follow-up after the sale are the primary reasons customers stop buying from a salesperson.

When a sales person does not follow-through and follow-up on a sale what is lost?

Which of the following is a major guideline that should be considered when using suggestion selling?

Another name for full-line selling is:

In the field of selling,upselling means selling larger quantities.

When a customer complains,it is important to:

Value reinforcement means positive bragging and getting credit for the value you created for the customer.

The personal visit follow-up strategy is usually the most costly,but it may produce the best results.

Selling a product that is not directly related to the product you have sold to a customer is called:

When customers do complain by telephone or in person,the sales representative should:

Most buyers will view suggestion selling,regardless of how it is handled,as an imposition.

Janice Jones is a realtor.After selling a home,Janice likes to recommend the home buyers decorating and home insurance services.Janet is engaging in:

In suggestion selling,one should not demonstrate the suggested item as it will take away attention from the main product.

A car dealer offering an upgrade on the stereo system is doing suggestion selling.

Maggie noticed that her customer's expectations of her have ________ after a sale has been completed.

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