Question 1

Which of the following is the most appropriate strategy in the expansion stage of a sales relationship?

Accepted Answer

A)  To build a social engagement 
B)  To determine the customer's level of satisfaction 
C)  To delay action or avoid resolution 
D)  To talk about points of agreement 
E)  To generate repeat orders

Question 2

Which of the following statements about positioning a change is true?

Accepted Answer

A)  Positioning a change is not at all similar to positioning a product in mass marketing. 
B)  Since a salesperson is acting as the change agent,any positioning of a change should take place in the purchasing department. 
C)  Positioning a change is similar to positioning a product in mass marketing. 
D)  Positioning a change is a reactive way of dealing with an initial turndown by the buying firm. 
E)  Salespeople have a limited role in the process of positioning a proposed change.

Question 3

In sales terms,complacency is assuming that a business is yours and will always be yours.

Accepted Answer

A) True 
 B)False

Question 4

When describing a settlement,the salesperson should carefully monitor all verbal and nonverbal cues to determine the customer's level of satisfaction.

Accepted Answer

A) True 
 B)False

Question 5

Good salespeople show they are happy a grievance has been brought to their attention.

Accepted Answer

A) True 
 B)False

Question 6

Identify a salesperson as a change agent.

Accepted Answer

The answer of Identify a salesperson as a change agent....

Question 7

Which of the following statements is NOT a guideline to be used when determining the facts about a customer complaint?

Accepted Answer

A)  It is easy to be influenced by a customer who is honestly and sincerely making a claim for an adjustment. 
B)  An inexperienced salesperson might forget that many customers make their case for a claim as strong as possible. 
C)  Whenever possible,a salesperson should examine,in the presence of the customer,the article or product claimed to be defective. 
D)  Experienced salespeople soon learn that products may appear defective when actually nothing is wrong with them. 
E)  Starting an inquiry into the nature of a complaint is an effective way to postpone action to resolve the complaint.

Question 8

In El Salvador,a manufacturer of household insecticide told Dempko Chemical Co.'s salesperson Nelson Viquez that it wanted a substitute for the kerosene it always used in making aerosol household insecticide.Viquez worked extensively with the manufacturer to create a pilot plant and test its pesticides with the addition of Dempko Chemical's Demosol D-a substitute for kerosene.Dempko Chemical and the manufacturer spent a year and a half running laboratory and field tests on the new product,which was extremely successful in Central America.Viquez acted as a(n):

Accepted Answer

A)  change agent. 
B)  influential adversary. 
C)  spotter. 
D)  gatekeeper. 
E)  idea champion.

Question 9

Bob is a 3MT Co.salesperson who deals with companies that clean up hazardous waste.A fertilizer company purchased 10 cases of respirators from 3MT.Bob explained to the company's owner that the company would also benefit from the 3MT cleanup training package that includes one 15-minute video,25 study guides,a 10-step spill response poster,75 wallet cards,and 25 certification of completion.What is Bob trying to do in this scenario?

Accepted Answer

The answer of Bob is a 3MT Co.salesperson who deals...

Question 10

Briefly define corporate culture.

Accepted Answer

The answer of Briefly define corporate culture....

Question 11

Anton is a salesperson at GF Motors Co.Ben,a customer,has an engine complaint with the car he purchased from GF Motors.Anton listened to his complaint and determined the facts in the complaint.Which of the following should Anton do to effectively respond to his customer in this scenario?

Accepted Answer

A)  He should attempt to sell a different car to the customer. 
B)  He should interrupt the customer if the customer is describing imaginary grievances. 
C)  He should offer a solution and gain agreement that the proposed solution is acceptable. 
D)  He should discuss how another employee of the company is actually at fault. 
E)  He should determine whether his firm or the customer is responsible for the problem.

Question 12

How does a salesperson contribute to the beginning of a relationship?

Accepted Answer

The answer of How does a salesperson contribute to the...

Question 13

Salespeople should make sure customers have high expectations of product performance.

Accepted Answer

A) True 
 B)False

Question 14

Full-line selling is selling an entire line of associated products.

Accepted Answer

A) True 
 B)False

Question 15

Bulles Beverages Company at Las Vegas was a trusted partner of Marcheur Distilleries Ltd.in Texas.After seven years of working together,the management of Bulles Beverages Company became unsatisfied with Marcheur Distilleries as the latter's service seemed languid.As a result,the contract was terminated,and they started to source their beverages from another distillery.Identify the reason behind the dissolution of this relationship,and what could have been done to prevent this?

Accepted Answer

The answer of Bulles Beverages Company at Las Vegas was...

Question 16

Which of the following statements is true of the tendency of salespeople to not monitor competitor actions?

Accepted Answer

A)  When a selling firm is in an invulnerable position,there is no need to study competitor actions. 
B)  Studying competitor actions involves locating data that are not easily accessible to everyone. 
C)  The selling firm is especially vulnerable during a personnel,technological,and directional change. 
D)  Competitor's actions rarely help a company position its products and services better. 
E)  The 3-by-3 strategy is designed specifically to help salespeople understand a competitor's actions.

Question 17

Describe the features of the exploration stage in buyer-seller partnerships.

Accepted Answer

The answer of Describe the features of the exploration stage...

Question 18

John Britain Fabrics and BlueFabs are in the exploration stage of a sales relationship.Margret,a sales executive for John Britain Fabrics,has been assigned to ensure reordering from BlueFabs.What should she do to ensure this?

Accepted Answer

A)  She should give the impression of a fair adjustment of price. 
B)  She should set high expectations for the products bought by BlueFabs. 
C)  She should continuously monitor BlueFabs' levels of satisfaction. 
D)  She should make up responses to tough questions by BlueFabs. 
E)  She should compel BlueFabs to reorder by giving discounts.

Question 19

Which of the following statements is true of the different categories of relationships with suppliers?

Accepted Answer

A)  The first stage involves the formation of selective or strategic partnerships. 
B)  An annual contract is an example of a coordinative relationship with a supplier. 
C)  Selective and strategic partnerships are examples of market exchanges. 
D)  Functional partnerships essentially involve an integration of departments across two companies. 
E)  Strategic partnerships represent the most commonly seen buyer-supplier relationship.

Exam 14: Building Long-Term Partnerships

Which of the following is the most appropriate strategy in the expansion stage of a sales relationship?

Which of the following statements about positioning a change is true?

In sales terms,complacency is assuming that a business is yours and will always be yours.

When describing a settlement,the salesperson should carefully monitor all verbal and nonverbal cues to determine the customer's level of satisfaction.

Good salespeople show they are happy a grievance has been brought to their attention.

Identify a salesperson as a change agent.

Which of the following statements is NOT a guideline to be used when determining the facts about a customer complaint?

Briefly define corporate culture.

Anton is a salesperson at GF Motors Co.Ben,a customer,has an engine complaint with the car he purchased from GF Motors.Anton listened to his complaint and determined the facts in the complaint.Which of the following should Anton do to effectively respond to his customer in this scenario?

How does a salesperson contribute to the beginning of a relationship?

Salespeople should make sure customers have high expectations of product performance.

Full-line selling is selling an entire line of associated products.

Which of the following statements is true of the tendency of salespeople to not monitor competitor actions?

Describe the features of the exploration stage in buyer-seller partnerships.

John Britain Fabrics and BlueFabs are in the exploration stage of a sales relationship.Margret,a sales executive for John Britain Fabrics,has been assigned to ensure reordering from BlueFabs.What should she do to ensure this?

Which of the following statements is true of the different categories of relationships with suppliers?