Question 1

According to the text,nothing destroys a relationship with a customer faster than not following through on promises.

Accepted Answer

A) True 
 B)False

Question 2

By sending greeting cards,the salesperson shows his appreciation for the customer's business.

Accepted Answer

A) True 
 B)False

Question 3

If a salesperson sells to customers and does not contact them again,the salesperson is involved in:

Accepted Answer

A)  transaction selling. 
B)  transformational selling. 
C)  relationship selling. 
D)  partnering. 
E)  solution selling. 
A)  transaction selling. 
B)  transformational selling. 
C)  relationship selling. 
D)  partnering. 
E)  solution selling.

Question 4

What are the elements of the circular relationship in managing a sales call?

Accepted Answer

A)  Preapproach, presentation, and close 
B)  Approach, presentation, and close 
C)  Planning, implementation, and documentation 
D)  Planning, implementation, and evaluation 
E)  Presentation, close, and follow up 
A)  Preapproach, presentation, and close 
B)  Approach, presentation, and close 
C)  Planning, implementation, and documentation 
D)  Planning, implementation, and evaluation 
E)  Presentation, close, and follow up

Question 5

All of the following are the most important traits purchasing agents find in their top salespeople EXCEPT:

Accepted Answer

A)  willingness to find out the prices of the competition. 
B)  thoroughness and follow-through after the sale. 
C)  willingness to go bat for the buyer within the supplier's firm. 
D)  knowledge of the firm's product line. 
E)  preparation of sales calls. 
A)  willingness to find out the prices of the competition. 
B)  thoroughness and follow-through after the sale. 
C)  willingness to go bat for the buyer within the supplier's firm. 
D)  knowledge of the firm's product line. 
E)  preparation of sales calls.

Question 6

If a salesperson sells to customers and does not contact them again,it is known as relationship selling.

Accepted Answer

A) True 
 B)False

Question 7

Sales wisdom comes from:

Accepted Answer

A)  the realization that the purpose of sales is to help people. 
B)  an understanding of the importance of account penetration. 
C)  the belief that the customer is always right. 
D)  the development of business networks. 
E)  increased contact with one's customers. 
A)  the realization that the purpose of sales is to help people. 
B)  an understanding of the importance of account penetration. 
C)  the belief that the customer is always right. 
D)  the development of business networks. 
E)  increased contact with one's customers.

Question 8

According to the text,nothing destroys a relationship with a customer faster than:

Accepted Answer

A)  not selecting the appropriate method of sales presentation. 
B)  not accurately identifying a customer's needs. 
C)  not achieving sufficient account penetration. 
D)  not offering the lowest prices. 
E)  not following through on promises. 
A)  not selecting the appropriate method of sales presentation. 
B)  not accurately identifying a customer's needs. 
C)  not achieving sufficient account penetration. 
D)  not offering the lowest prices. 
E)  not following through on promises.

Question 9

Rick Lee delivers milk,eggs,cottage cheese and orange juice to 200 regular customers weekly.Imagine that after he made a predawn delivery,a dog spilled the milk and broke the eggs.When the customer calls to complain,Lee should:

Accepted Answer

A)  blame the dog. 
B)  ignore the complaint. 
C)  replace the food quickly. 
D)  call local animal control. 
E)  refer the customer to another dairy firm. 
A)  blame the dog. 
B)  ignore the complaint. 
C)  replace the food quickly. 
D)  call local animal control. 
E)  refer the customer to another dairy firm.

Question 10

What are the "seven deadly sins" of selling?

Accepted Answer

The "seven deadly sins" of sel

Question 11

Satisfied customers help salespeople make new sales.

Accepted Answer

A) True 
 B)False

Question 12

In your position as an electronics salesperson,one of your retailers tells you to take back some unsalable goods.You are not sure if the customer's claim is honest or not.You do not want to make the retailer unhappy as he brings you good business.How do you tackle this situation?

Accepted Answer

A)  Ask the customer to avoid being dishonest. 
B)  Apologize to the customer and inform him that you are not sure of his claim. 
C)  Give the benefit of doubt to the customer and return the goods. 
D)  Never return the goods if you are not sure that the customer's claim is true. 
E)  Return half the merchandise if the customer is correct. 
A)  Ask the customer to avoid being dishonest. 
B)  Apologize to the customer and inform him that you are not sure of his claim. 
C)  Give the benefit of doubt to the customer and return the goods. 
D)  Never return the goods if you are not sure that the customer's claim is true. 
E)  Return half the merchandise if the customer is correct.

Question 13

Partnering refers to working continually to improve the customer's operations,sales,and profits.

Accepted Answer

A) True 
 B)False

Question 14

A salesperson who is a true professional:

Accepted Answer

A)  keeps customers informed about competitors. 
B)  leave beliefs and morals out of business dealings. 
C)  speaks well of others, including the competition. 
D)  knows when to use high pressure techniques on prospects. 
E)  knows that finding new customers is more important than servicing current ones. 
A)  keeps customers informed about competitors. 
B)  leave beliefs and morals out of business dealings. 
C)  speaks well of others, including the competition. 
D)  knows when to use high pressure techniques on prospects. 
E)  knows that finding new customers is more important than servicing current ones.

Question 15

Follow-up refers to maintaining contact with a customer in order to evaluate the effectiveness of the product and the satisfaction of the customer.

Accepted Answer

A) True 
 B)False

Question 16

In a relationship,trust increases and wisdom decreases over time.

Accepted Answer

A) True 
 B)False

Question 17

Customer service refers to the activities and programs the seller provides to make the relationship satisfying for the customer.

Accepted Answer

A) True 
 B)False

Question 18

Bo Hardigan is a salesperson at Caesar's Boating Extravaganza.He uses his free time in the store to telephone people who have purchased equipment from him recently to determine if they are satisfied and have future needs.This is an example of _____ selling.

Accepted Answer

A)  benefit 
B)  relationship 
C)  partnership 
D)  transformational 
E)  transaction 
A)  benefit 
B)  relationship 
C)  partnership 
D)  transformational 
E)  transaction

Question 19

Identify and define the three levels of business friendship.

Accepted Answer

The three levels of friendship in a busi

Question 20

To be viewed as professionals and respected by customers,salespeople should join worthwhile organizations such as the Lions Club or the Chamber of Commerce.

Accepted Answer

A) True 
 B)False

According to the text,nothing destroys a relationship with a customer faster than not following through on promises.

By sending greeting cards,the salesperson shows his appreciation for the customer's business.

If a salesperson sells to customers and does not contact them again,the salesperson is involved in:

What are the elements of the circular relationship in managing a sales call?

All of the following are the most important traits purchasing agents find in their top salespeople EXCEPT:

If a salesperson sells to customers and does not contact them again,it is known as relationship selling.

Sales wisdom comes from:

According to the text,nothing destroys a relationship with a customer faster than:

Rick Lee delivers milk,eggs,cottage cheese and orange juice to 200 regular customers weekly.Imagine that after he made a predawn delivery,a dog spilled the milk and broke the eggs.When the customer calls to complain,Lee should:

What are the "seven deadly sins" of selling?

Satisfied customers help salespeople make new sales.

In your position as an electronics salesperson,one of your retailers tells you to take back some unsalable goods.You are not sure if the customer's claim is honest or not.You do not want to make the retailer unhappy as he brings you good business.How do you tackle this situation?

Partnering refers to working continually to improve the customer's operations,sales,and profits.

A salesperson who is a true professional:

Follow-up refers to maintaining contact with a customer in order to evaluate the effectiveness of the product and the satisfaction of the customer.

In a relationship,trust increases and wisdom decreases over time.

Customer service refers to the activities and programs the seller provides to make the relationship satisfying for the customer.

Bo Hardigan is a salesperson at Caesar's Boating Extravaganza.He uses his free time in the store to telephone people who have purchased equipment from him recently to determine if they are satisfied and have future needs.This is an example of _____ selling.

Identify and define the three levels of business friendship.

To be viewed as professionals and respected by customers,salespeople should join worthwhile organizations such as the Lions Club or the Chamber of Commerce.

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

According to the text,nothing destroys a relationship with a customer faster than not following through on promises.

By sending greeting cards,the salesperson shows his appreciation for the customer's business.

If a salesperson sells to customers and does not contact them again,the salesperson is involved in:

What are the elements of the circular relationship in managing a sales call?

All of the following are the most important traits purchasing agents find in their top salespeople EXCEPT:

If a salesperson sells to customers and does not contact them again,it is known as relationship selling.

Sales wisdom comes from:

According to the text,nothing destroys a relationship with a customer faster than:

Rick Lee delivers milk,eggs,cottage cheese and orange juice to 200 regular customers weekly.Imagine that after he made a predawn delivery,a dog spilled the milk and broke the eggs.When the customer calls to complain,Lee should:

What are the "seven deadly sins" of selling?

Satisfied customers help salespeople make new sales.

In your position as an electronics salesperson,one of your retailers tells you to take back some unsalable goods.You are not sure if the customer's claim is honest or not.You do not want to make the retailer unhappy as he brings you good business.How do you tackle this situation?

Partnering refers to working continually to improve the customer's operations,sales,and profits.

A salesperson who is a true professional:

Follow-up refers to maintaining contact with a customer in order to evaluate the effectiveness of the product and the satisfaction of the customer.

In a relationship,trust increases and wisdom decreases over time.

Customer service refers to the activities and programs the seller provides to make the relationship satisfying for the customer.

Bo Hardigan is a salesperson at Caesar's Boating Extravaganza.He uses his free time in the store to telephone people who have purchased equipment from him recently to determine if they are satisfied and have future needs.This is an example of _____ selling.

Identify and define the three levels of business friendship.

To be viewed as professionals and respected by customers,salespeople should join worthwhile organizations such as the Lions Club or the Chamber of Commerce.

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