Question 1

When does a salesperson achieve the most productive number of sales calls?

Accepted Answer

The most productive number of calls is r

Question 2

What can you as a salesperson do to win back a valuable account that has been taken by a competitor?

Accepted Answer

The four things which will help a salesp

Question 3

A salesperson should consider _____ when determining how often to call on an account.

Accepted Answer

A)  present and potential sales to the account 
B)  the gender and age of the customer 
C)  number of employees in the organization 
D)  the account's mission statement 
E)  the company's revenue figures for the previous year 
A)  present and potential sales to the account 
B)  the gender and age of the customer 
C)  number of employees in the organization 
D)  the account's mission statement 
E)  the company's revenue figures for the previous year

Question 4

An effective salesperson converts follow-up and service situations into sales.

Accepted Answer

A) True 
 B)False

Question 5

_____ refers to the activities and programs provided by the seller to make the relationship satisfying for the customer.

Accepted Answer

A)  Customer service 
B)  Skimming 
C)  Transaction selling 
D)  Customized marketing 
E)  Direct marketing 
A)  Customer service 
B)  Skimming 
C)  Transaction selling 
D)  Customized marketing 
E)  Direct marketing

Question 6

The more a salesperson penetrates an account the greater the chances of maximizing sales within the account.

Accepted Answer

A) True 
 B)False

Question 7

What is the most basic level of customer relationship marketing?

Accepted Answer

A)  Transaction selling 
B)  Relationship selling 
C)  Account selling 
D)  Networking 
E)  Partnering 
A)  Transaction selling 
B)  Relationship selling 
C)  Account selling 
D)  Networking 
E)  Partnering

Question 8

To show how much he appreciates the business of a regular customer,Claude,a software salesperson,should do all of the following EXCEPT:

Accepted Answer

A)  send information about problems with competing products. 
B)  call the customer when he solves a problem for the customer. 
C)  send greeting cards for birthdays and other special occasions. 
D)  write congratulatory notes to customers who receive awards. 
E)  e-mail information to customers about relevant product modifications. 
A)  send information about problems with competing products. 
B)  call the customer when he solves a problem for the customer. 
C)  send greeting cards for birthdays and other special occasions. 
D)  write congratulatory notes to customers who receive awards. 
E)  e-mail information to customers about relevant product modifications.

Question 9

A salesperson for aquarium equipment walks into the office of a prospect unannounced.He then engages in a small talk with the prospect.According to the text,this is an example of:

Accepted Answer

A)  poor planning. 
B)  wasting time. 
C)  professional conduct. 
D)  pushiness. 
E)  limited optimism. 
A)  poor planning. 
B)  wasting time. 
C)  professional conduct. 
D)  pushiness. 
E)  limited optimism.

Question 10

The steps involved in developing a friendship are self-appraisal,acknowledgement,attending,and talking.

Accepted Answer

A) True 
 B)False

Question 11

A good relationship with the client can be maintained if the:

Accepted Answer

A)  client takes full control. 
B)  client outdoes the salesperson. 
C)  salesperson outdoes the client. 
D)  salesperson changes the client's mind on issues. 
E)  roles and expectations of each person are defined. 
A)  client takes full control. 
B)  client outdoes the salesperson. 
C)  salesperson outdoes the client. 
D)  salesperson changes the client's mind on issues. 
E)  roles and expectations of each person are defined.

Question 12

According to the text,why should salespeople dress in armor?

Accepted Answer

A)  To deal with rejection 
B)  To handle customer complaints 
C)  To create an open, friendly environment 
D)  To deal with the ethical dilemmas that occur in sales 
E)  To increase account response rates and customer referrals 
A)  To deal with rejection 
B)  To handle customer complaints 
C)  To create an open, friendly environment 
D)  To deal with the ethical dilemmas that occur in sales 
E)  To increase account response rates and customer referrals

Question 13

Identify and define the three levels of customer relationship marketing.

Accepted Answer

The three levels of customer relationshi

Question 14

Successful account penetration:

Accepted Answer

A)  requires a salesperson to develop a third-level business friendship with members of the buying center. 
B)  makes gatekeepers and influencers nonessential members of the buying center. 
C)  leads to greater chance of maximizing sales within the account. 
D)  can only occur with new-task buying. 
E)  relies on team selling. 
A)  requires a salesperson to develop a third-level business friendship with members of the buying center. 
B)  makes gatekeepers and influencers nonessential members of the buying center. 
C)  leads to greater chance of maximizing sales within the account. 
D)  can only occur with new-task buying. 
E)  relies on team selling.

Question 15

When determining how frequently to call a customer,a salesperson should primarily base the decision on the relationship between sales volume and sales calls,which is known as the:

Accepted Answer

A)  prospecting component. 
B)  sales investment factor. 
C)  account penetration. 
D)  response function. 
E)  opportunity cost. 
A)  prospecting component. 
B)  sales investment factor. 
C)  account penetration. 
D)  response function. 
E)  opportunity cost.

Question 16

The most productive number of calls to make on an account is reached when additional calls do not lead to additional sales.

Accepted Answer

A) True 
 B)False

Question 17

Which of the following terms best describes the relationship between a salesperson and a client that revolves around business-related issues?

Accepted Answer

A)  Marketing relationship 
B)  Transactional relationship 
C)  Business friendship 
D)  Reciprocal relationship 
E)  Partnering opportunity 
A)  Marketing relationship 
B)  Transactional relationship 
C)  Business friendship 
D)  Reciprocal relationship 
E)  Partnering opportunity

Question 18

Attending to a customer involves:

Accepted Answer

A)  repeating what he/she says. 
B)  invalidating what he/she says. 
C)  changing the client's mind on an issue. 
D)  engaging in high pressure selling. 
E)  paying attention to him/her. 
A)  repeating what he/she says. 
B)  invalidating what he/she says. 
C)  changing the client's mind on an issue. 
D)  engaging in high pressure selling. 
E)  paying attention to him/her.

Question 19

The ability to work and contact people throughout the account,discussing your products,is known as account penetration.

Accepted Answer

A) True 
 B)False

Question 20

Closing ends the relationship between a salesperson and a customer.

Accepted Answer

A) True 
 B)False

When does a salesperson achieve the most productive number of sales calls?

What can you as a salesperson do to win back a valuable account that has been taken by a competitor?

A salesperson should consider _____ when determining how often to call on an account.

An effective salesperson converts follow-up and service situations into sales.

_____ refers to the activities and programs provided by the seller to make the relationship satisfying for the customer.

The more a salesperson penetrates an account the greater the chances of maximizing sales within the account.

What is the most basic level of customer relationship marketing?

To show how much he appreciates the business of a regular customer,Claude,a software salesperson,should do all of the following EXCEPT:

A salesperson for aquarium equipment walks into the office of a prospect unannounced.He then engages in a small talk with the prospect.According to the text,this is an example of:

The steps involved in developing a friendship are self-appraisal,acknowledgement,attending,and talking.

A good relationship with the client can be maintained if the:

According to the text,why should salespeople dress in armor?

Identify and define the three levels of customer relationship marketing.

Successful account penetration:

When determining how frequently to call a customer,a salesperson should primarily base the decision on the relationship between sales volume and sales calls,which is known as the:

The most productive number of calls to make on an account is reached when additional calls do not lead to additional sales.

Which of the following terms best describes the relationship between a salesperson and a client that revolves around business-related issues?

Attending to a customer involves:

The ability to work and contact people throughout the account,discussing your products,is known as account penetration.

Closing ends the relationship between a salesperson and a customer.

The Life, Times, and Career of the Professional Salesperson

Relationship Marketing: Where Personal Selling Fits

Ethics First Then Customer Relationships

The Psychology of Selling: Why People Buy

Communication for Relationship Building: Its Not All Talk

Sales Knowledge: Customers, Products, technologies

Prospecting the Lifeblood of Selling

Planning the Sales Call Is a Must

Carefully Select Which Sales Presentation Method to Use

Begin Your Presentation Strategically

Elements of a Great Sales Presentation

Welcome Your Prospects Objections

Closing Begins the Relationship

Time, Territory, and Self-Management: Keys to Success

Planning, Staffing, and Training Successful Salespeople

Motivation, Compensation, Leadership, and Evaluation of Salespeople

Filters

Exam 14: Service and Follow-Up for Customer Retention

When does a salesperson achieve the most productive number of sales calls?

What can you as a salesperson do to win back a valuable account that has been taken by a competitor?

A salesperson should consider _____ when determining how often to call on an account.

An effective salesperson converts follow-up and service situations into sales.

_____ refers to the activities and programs provided by the seller to make the relationship satisfying for the customer.

The more a salesperson penetrates an account the greater the chances of maximizing sales within the account.

What is the most basic level of customer relationship marketing?

To show how much he appreciates the business of a regular customer,Claude,a software salesperson,should do all of the following EXCEPT:

A salesperson for aquarium equipment walks into the office of a prospect unannounced.He then engages in a small talk with the prospect.According to the text,this is an example of:

The steps involved in developing a friendship are self-appraisal,acknowledgement,attending,and talking.

A good relationship with the client can be maintained if the:

According to the text,why should salespeople dress in armor?

Identify and define the three levels of customer relationship marketing.

Successful account penetration:

When determining how frequently to call a customer,a salesperson should primarily base the decision on the relationship between sales volume and sales calls,which is known as the:

The most productive number of calls to make on an account is reached when additional calls do not lead to additional sales.

Which of the following terms best describes the relationship between a salesperson and a client that revolves around business-related issues?

Attending to a customer involves:

The ability to work and contact people throughout the account,discussing your products,is known as account penetration.

Closing ends the relationship between a salesperson and a customer.

The Life, Times, and Career of the Professional Salesperson

Relationship Marketing: Where Personal Selling Fits

Ethics First Then Customer Relationships

The Psychology of Selling: Why People Buy

Communication for Relationship Building: Its Not All Talk

Sales Knowledge: Customers, Products, technologies

Prospecting the Lifeblood of Selling

Planning the Sales Call Is a Must

Carefully Select Which Sales Presentation Method to Use

Begin Your Presentation Strategically

Elements of a Great Sales Presentation

Welcome Your Prospects Objections

Closing Begins the Relationship

Time, Territory, and Self-Management: Keys to Success

Planning, Staffing, and Training Successful Salespeople

Motivation, Compensation, Leadership, and Evaluation of Salespeople

Filters