Question 1

_____ refers to a salesperson's ability to work and contact people throughout an account,to discuss a product.

Accepted Answer

A)  Order taking 
B)  Sales power 
C)  Account accessibility 
D)  Customer satisfaction 
E)  Account penetration 
A)  Order taking 
B)  Sales power 
C)  Account accessibility 
D)  Customer satisfaction 
E)  Account penetration

Question 2

Which of the following measures is NOT used to determine how well a salesperson has penetrated an account?

Accepted Answer

A)  Number of referrals earned from the account 
B)  Product distribution within the account 
C)  Sales growth in the account 
D)  Advertising activity 
E)  Allotted shelf space 
A)  Number of referrals earned from the account 
B)  Product distribution within the account 
C)  Sales growth in the account 
D)  Advertising activity 
E)  Allotted shelf space

Question 3

Stephen,a senior salesperson of a software firm,is calling on an acquaintance,the CEO of a manufacturing firm.During the sales call,Stephen should most likely avoid:

Accepted Answer

A)  mentioning his family life. 
B)  summarizing the CEOs comments. 
C)  making eye contact with the CEO. 
D)  invalidating the CEO's opinions. 
E)  exhibiting knowledge of his product. 
A)  mentioning his family life. 
B)  summarizing the CEOs comments. 
C)  making eye contact with the CEO. 
D)  invalidating the CEO's opinions. 
E)  exhibiting knowledge of his product.

Question 4

Acquaintances experience low levels of wisdom and trust.

Accepted Answer

A) True 
 B)False

Question 5

How can you show your appreciation to customers?

Accepted Answer

You can show your appreciation to regula

Question 6

It is said that "The customer is always right." But according to the text the customer is wrong when:

Accepted Answer

A)  demanding fast delivery of a product. 
B)  requesting a refund for damaged goods. 
C)  lodging an unfounded complaint. 
D)  asking for a manufacturer's discount. 
E)  requesting terms that harm the seller. 
A)  demanding fast delivery of a product. 
B)  requesting a refund for damaged goods. 
C)  lodging an unfounded complaint. 
D)  asking for a manufacturer's discount. 
E)  requesting terms that harm the seller.

Question 7

The first level of relationship in a business friendship is that of:

Accepted Answer

A)  intimate friends. 
B)  friends. 
C)  companions. 
D)  acquaintances. 
E)  adversaries. 
A)  intimate friends. 
B)  friends. 
C)  companions. 
D)  acquaintances. 
E)  adversaries.

Question 8

According to the text,the development of a strong relationship between the salesperson and the prospect begins:

Accepted Answer

A)  with the follow-up. 
B)  when the salesperson analyzes the customer's needs. 
C)  when the first order is placed. 
D)  when all objections have been handled. 
E)  when the customer is presented with product benefits. 
A)  with the follow-up. 
B)  when the salesperson analyzes the customer's needs. 
C)  when the first order is placed. 
D)  when all objections have been handled. 
E)  when the customer is presented with product benefits.

Question 9

Explain how customer service increases sales for a salesperson.What are some examples of providing excellent customer service?

Accepted Answer

The salesperson increases sales by obtai

Question 10

When is a customer most likely to make a complaint?

Accepted Answer

A)  The product has been backordered. 
B)  The product has more features than expected. 
C)  The customer received a larger discount than expected. 
D)  The product quality is better than expected. 
E)  The product arrived on the date specified in the contract. 
A)  The product has been backordered. 
B)  The product has more features than expected. 
C)  The customer received a larger discount than expected. 
D)  The product quality is better than expected. 
E)  The product arrived on the date specified in the contract.

Question 11

_____ marketing is based on the idea that important customers require constant attention.

Accepted Answer

A)  Transaction 
B)  Relationship 
C)  Quality 
D)  Transformational 
E)  Partnership 
A)  Transaction 
B)  Relationship 
C)  Quality 
D)  Transformational 
E)  Partnership

Question 12

A salesperson gains wisdom by trusting others and learning from mistakes.

Accepted Answer

A) True 
 B)False

Question 13

A buyer and seller who are at the first stage of business friendship are called acquaintances.

Accepted Answer

A) True 
 B)False

Question 14

A salesperson should entertain both prospects and current customers regularly to ensure customer satisfaction.

Accepted Answer

A) True 
 B)False

Question 15

A salesperson should most likely refuse to handle a complaint if the:

Accepted Answer

A)  customer is wrong. 
B)  customer is being dishonest. 
C)  customer complaint is about discounts. 
D)  customer says that the product delivered is unsalable. 
E)  customer complains that the quality of the product is low. 
A)  customer is wrong. 
B)  customer is being dishonest. 
C)  customer complaint is about discounts. 
D)  customer says that the product delivered is unsalable. 
E)  customer complains that the quality of the product is low.

Question 16

According to the text,wisdom and knowledge are synonyms.

Accepted Answer

A) True 
 B)False

Question 17

If merchandise that has been sold in the past is unusable,the salesperson should not return the merchandise at it would result in loss.

Accepted Answer

A) True 
 B)False

Question 18

Selling requires three Fs.What are they?

Accepted Answer

A)  FAB, fluctuations, and forecasts 
B)  Forecasts, FAB, and finances 
C)  Faith, focus, and follow-through 
D)  Fundamentals, features, and follow-up 
E)  Fundamentals, forecasts, and focus 
A)  FAB, fluctuations, and forecasts 
B)  Forecasts, FAB, and finances 
C)  Faith, focus, and follow-through 
D)  Fundamentals, features, and follow-up 
E)  Fundamentals, forecasts, and focus

Question 19

According to the author,many people are unsuccessful in sales because they do not have the ability to put their own needs before anyone else's interests.

Accepted Answer

A) True 
 B)False

Question 20

A photocopier salesperson is trying to determine how often he should call on a new account in order to provide proper service.He most likely has to consider all of the following EXCEPT:

Accepted Answer

A)  present and potential sales. 
B)  servicing needs of purchased products. 
C)  number of product lines sold to the account. 
D)  number of orders expected annually from the account. 
E)  the necessity and cost of overnight travel to visit the account. 
A)  present and potential sales. 
B)  servicing needs of purchased products. 
C)  number of product lines sold to the account. 
D)  number of orders expected annually from the account. 
E)  the necessity and cost of overnight travel to visit the account.

_____ refers to a salesperson's ability to work and contact people throughout an account,to discuss a product.

Which of the following measures is NOT used to determine how well a salesperson has penetrated an account?

Stephen,a senior salesperson of a software firm,is calling on an acquaintance,the CEO of a manufacturing firm.During the sales call,Stephen should most likely avoid:

Acquaintances experience low levels of wisdom and trust.

How can you show your appreciation to customers?

It is said that "The customer is always right." But according to the text the customer is wrong when:

The first level of relationship in a business friendship is that of:

According to the text,the development of a strong relationship between the salesperson and the prospect begins:

Explain how customer service increases sales for a salesperson.What are some examples of providing excellent customer service?

When is a customer most likely to make a complaint?

_____ marketing is based on the idea that important customers require constant attention.

A salesperson gains wisdom by trusting others and learning from mistakes.

A buyer and seller who are at the first stage of business friendship are called acquaintances.

A salesperson should entertain both prospects and current customers regularly to ensure customer satisfaction.

A salesperson should most likely refuse to handle a complaint if the:

According to the text,wisdom and knowledge are synonyms.

If merchandise that has been sold in the past is unusable,the salesperson should not return the merchandise at it would result in loss.

Selling requires three Fs.What are they?

According to the author,many people are unsuccessful in sales because they do not have the ability to put their own needs before anyone else's interests.

A photocopier salesperson is trying to determine how often he should call on a new account in order to provide proper service.He most likely has to consider all of the following EXCEPT:

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

_____ refers to a salesperson's ability to work and contact people throughout an account,to discuss a product.

Which of the following measures is NOT used to determine how well a salesperson has penetrated an account?

Stephen,a senior salesperson of a software firm,is calling on an acquaintance,the CEO of a manufacturing firm.During the sales call,Stephen should most likely avoid:

Acquaintances experience low levels of wisdom and trust.

How can you show your appreciation to customers?

It is said that "The customer is always right." But according to the text the customer is wrong when:

The first level of relationship in a business friendship is that of:

According to the text,the development of a strong relationship between the salesperson and the prospect begins:

Explain how customer service increases sales for a salesperson.What are some examples of providing excellent customer service?

When is a customer most likely to make a complaint?

_____ marketing is based on the idea that important customers require constant attention.

A salesperson gains wisdom by trusting others and learning from mistakes.

A buyer and seller who are at the first stage of business friendship are called acquaintances.

A salesperson should entertain both prospects and current customers regularly to ensure customer satisfaction.

A salesperson should most likely refuse to handle a complaint if the:

According to the text,wisdom and knowledge are synonyms.

If merchandise that has been sold in the past is unusable,the salesperson should not return the merchandise at it would result in loss.

Selling requires three Fs.What are they?

According to the author,many people are unsuccessful in sales because they do not have the ability to put their own needs before anyone else's interests.

A photocopier salesperson is trying to determine how often he should call on a new account in order to provide proper service.He most likely has to consider all of the following EXCEPT:

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