Question 1

A strategically developed long-term relationship that solves the customer's problem is called:

Accepted Answer

A) partnering. 
B) marketing concept. 
C) marketing orientation. 
D) customer-orientation. 
E) life-time value relationship. 
A) partnering. 
B) marketing concept. 
C) marketing orientation. 
D) customer-orientation. 
E) life-time value relationship.

Question 2

Cross selling is when a company buys products from the same company it sells to.

Accepted Answer

A) True 
 B)False

Question 3

In recent years,we have discovered that unhappy customers:

Accepted Answer

A) usually complain with a written note or letter. 
B) often do not complain. 
C) usually consider legal action. 
D) usually accept their situation. 
E) usually initiate a verbal complaint. 
A) usually complain with a written note or letter. 
B) often do not complain. 
C) usually consider legal action. 
D) usually accept their situation. 
E) usually initiate a verbal complaint.

Question 4

The most effective method of customer follow-up is through:

Accepted Answer

A) e-mail. 
B) telephone call. 
C) personal visit. 
D) call reports. 
E) personal letter. 
A) e-mail. 
B) telephone call. 
C) personal visit. 
D) call reports. 
E) personal letter.

Question 5

Palmer Woods,CEO of Modern Muzic Records,was asked how his company competed for sales.He responded:

Accepted Answer

A) "Telling them how bad competitors' products are." 
B) "Increasing the sales force." 
C) "Undercutting the competition." 
D) "Producing the product as inexpensively as possible." 
E) "Trying to exceed the customer's expectations of good service." 
A) "Telling them how bad competitors' products are." 
B) "Increasing the sales force." 
C) "Undercutting the competition." 
D) "Producing the product as inexpensively as possible." 
E) "Trying to exceed the customer's expectations of good service."

Question 6

What percentage of customers is lost due to product dissatisfaction?

Accepted Answer

A) 50-70 
B) 5-8 
C) 8-10 
D) 12-15 
E) 20-30 
A) 50-70 
B) 5-8 
C) 8-10 
D) 12-15 
E) 20-30

Question 7

Which of the following is not an appropriate activity for a salesperson while their customer is complaining:

Accepted Answer

A) trying to determine if the complaint is real or imagined. 
B) listening carefully and attentively. 
C) encouraging the customer to freely express feelings. 
D) accepting responsibility for the problem. 
E) politely sharing with the customer their point of view concerning the problems cause. 
A) trying to determine if the complaint is real or imagined. 
B) listening carefully and attentively. 
C) encouraging the customer to freely express feelings. 
D) accepting responsibility for the problem. 
E) politely sharing with the customer their point of view concerning the problems cause.

Question 8

The age of information has ushered in a series of initiatives that affect the daily work of salespeople.One of these developments is that salespeople are spending more time monitoring:

Accepted Answer

A) customer expectations. 
B) customer service. 
C) customer satisfaction. 
D) suggestion selling. 
E) call reports. 
A) customer expectations. 
B) customer service. 
C) customer satisfaction. 
D) suggestion selling. 
E) call reports.

Question 9

The concept of "customer-for-life" is very important because of:

Accepted Answer

A) savvier and well informed customers. 
B) increased competition. 
C) high cost of customer attrition. 
D) stricter customer protection laws. 
E) increased cost of warranty. 
A) savvier and well informed customers. 
B) increased competition. 
C) high cost of customer attrition. 
D) stricter customer protection laws. 
E) increased cost of warranty.

Question 10

Proposing that customers buy a larger quantity as a hedge against rising prices could be considered as suggestion selling.

Accepted Answer

A) True 
 B)False

Question 11

Customer complaints should be viewed by the marketer as:

Accepted Answer

A) a minor inconvenience on the way to the close. 
B) a short-term problem that should not be viewed as a major concern. 
C) a source of important information and an opportunity to prove the firm's commitment to service. 
D) a long-term problem that will require attention in the future. 
E) a problem that may negatively impact the salesperson's earnings. 
A) a minor inconvenience on the way to the close. 
B) a short-term problem that should not be viewed as a major concern. 
C) a source of important information and an opportunity to prove the firm's commitment to service. 
D) a long-term problem that will require attention in the future. 
E) a problem that may negatively impact the salesperson's earnings.

Question 12

Cross-selling has become very important in the information age.

Accepted Answer

A) True 
 B)False

Question 13

In survey after survey,poor service and lack of ___________after the sale are given as primary reasons people stop buying a product or service.

Accepted Answer

The answer of In survey after survey,poor service and lack...

Question 14

Another name for suggestion selling is:

Accepted Answer

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

Question 15

From a customer's point-of-view a close is seen as a conclusion of the relationship with the seller.

Accepted Answer

A) True 
 B)False

Question 16

The effort to sell better-quality products is known as Cross-selling.

Accepted Answer

A) True 
 B)False

Question 17

Suggesting buyers up-grade to leather upholstery in place of standard fabric upholstery,for its ease of maintenance,is an example of:

Accepted Answer

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

Question 18

When negotiating customer complaints,the salesperson should:

Accepted Answer

A) point out the fallacy in the customer's argument. 
B) avoid telling the customer his/her point of view about the cause of the problem. 
C) give customers every opportunity to disclose their feelings. 
D) determine if the complaint is real or imagined. 
E) tell the customers not to tell other people about their frustrations. 
A) point out the fallacy in the customer's argument. 
B) avoid telling the customer his/her point of view about the cause of the problem. 
C) give customers every opportunity to disclose their feelings. 
D) determine if the complaint is real or imagined. 
E) tell the customers not to tell other people about their frustrations.

Question 19

Satisfied customers can be considered an "auxiliary" sales force of the company.

Accepted Answer

A) True 
 B)False

Question 20

The follow-up method that may produce the best result is a:

Accepted Answer

A) telephone call. 
B) personal visit. 
C) letter or card. 
D) fax. 
E) call report. 
A) telephone call. 
B) personal visit. 
C) letter or card. 
D) fax. 
E) call report.

A strategically developed long-term relationship that solves the customer's problem is called:

Cross selling is when a company buys products from the same company it sells to.

In recent years,we have discovered that unhappy customers:

The most effective method of customer follow-up is through:

Palmer Woods,CEO of Modern Muzic Records,was asked how his company competed for sales.He responded:

What percentage of customers is lost due to product dissatisfaction?

Which of the following is not an appropriate activity for a salesperson while their customer is complaining:

The age of information has ushered in a series of initiatives that affect the daily work of salespeople.One of these developments is that salespeople are spending more time monitoring:

The concept of "customer-for-life" is very important because of:

Proposing that customers buy a larger quantity as a hedge against rising prices could be considered as suggestion selling.

Customer complaints should be viewed by the marketer as:

Cross-selling has become very important in the information age.

In survey after survey,poor service and lack of ___________after the sale are given as primary reasons people stop buying a product or service.

Another name for suggestion selling is:

From a customer's point-of-view a close is seen as a conclusion of the relationship with the seller.

The effort to sell better-quality products is known as Cross-selling.

Suggesting buyers up-grade to leather upholstery in place of standard fabric upholstery,for its ease of maintenance,is an example of:

When negotiating customer complaints,the salesperson should:

Satisfied customers can be considered an "auxiliary" sales force of the company.

The follow-up method that may produce the best result is a:

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

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Exam 15: Servicing the Sale and Building the Partnership

A strategically developed long-term relationship that solves the customer's problem is called:

Cross selling is when a company buys products from the same company it sells to.

In recent years,we have discovered that unhappy customers:

The most effective method of customer follow-up is through:

Palmer Woods,CEO of Modern Muzic Records,was asked how his company competed for sales.He responded:

What percentage of customers is lost due to product dissatisfaction?

Which of the following is not an appropriate activity for a salesperson while their customer is complaining:

The age of information has ushered in a series of initiatives that affect the daily work of salespeople.One of these developments is that salespeople are spending more time monitoring:

The concept of "customer-for-life" is very important because of:

Proposing that customers buy a larger quantity as a hedge against rising prices could be considered as suggestion selling.

Customer complaints should be viewed by the marketer as:

Cross-selling has become very important in the information age.

In survey after survey,poor service and lack of ___________after the sale are given as primary reasons people stop buying a product or service.

Another name for suggestion selling is:

From a customer's point-of-view a close is seen as a conclusion of the relationship with the seller.

The effort to sell better-quality products is known as Cross-selling.

Suggesting buyers up-grade to leather upholstery in place of standard fabric upholstery,for its ease of maintenance,is an example of:

When negotiating customer complaints,the salesperson should:

Satisfied customers can be considered an "auxiliary" sales force of the company.

The follow-up method that may produce the best result is a:

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