Question 1

Which of the following is not one of the recommended partnership enhancement activities?

Accepted Answer

A)  Train customer personnel 
B)  Resolve complaints 
C)  Follow-up daily 
D)  Correct billing errors 
E)  Expedite orders

Question 2

Seminars, training sessions, and social engagements are good ways for a salesperson to expand the collaborative involvement between his/her organization and customers.

Accepted Answer

A) True 
 B)False

Question 3

Before implementing a solution, the salesperson should seek the buyer's agreement that the solution will resolve the complaint.

Accepted Answer

A) True 
 B)False

Question 4

If customer training is necessary, the salesperson should probably always be present or at least readily available to the customer.

Accepted Answer

A) True 
 B)False

Question 5

Which of the following is not one of the steps for handling complaints?

Accepted Answer

A)  Get the whole story 
B)  Ask the customer to provide a written summary of the problem 
C)  Ask the customer what he/she would like you to do 
D)  Gain agreement on a solution 
E)  Follow through on all promises

Question 6

Which of the following components of effective follow-up reflects a salesperson's actions that maximize the number of critical encounters with buyers in order to encourage effective dialogue?

Accepted Answer

A)  Interact 
B)  Connect 
C)  Know 
D)  Relate 
E)  Encourage

Question 7

A customer's problems not being taken seriously by the selling organization is a typical customer complaint.

Accepted Answer

A) True 
 B)False

Question 8

Unless the delivery delay is going to be very long, it is unwise to alert the buyer to minor delivery delays.

Accepted Answer

A) True 
 B)False

Question 9

Each time a customer interacts with a member of the selling organization it is referred to as a moment of truth.

Accepted Answer

A) True 
 B)False

Question 10

Suppose you're a salesperson for an industrial machine manufacturer.How can you demonstrate to your customers your commitment to building mutually satisfying long-term relationships?

Accepted Answer

A)  When they place an order, be sure to show sincere gratitude and then assure the customer that you'll be back when it's time for them to make another purchase. 
B)  Avoid calling on the customers unless you have something you think they'd be interested in purchasing. 
C)  Follow-up with your customers on a regular basis and be especially attentive after they've placed an order. 
D)  Avoid talking with anybody else in the organization other than the buyer. 
E)  All the above are correct.

Question 11

Suppose you're a salesperson for a beer and wine distributor.One of your customers has just finished telling you they are unhappy because their last order contained several broken bottles.What should you do after expressing empathy and taking responsibility for the problem?

Accepted Answer

A)  Offer the customer a discount on avoids next order. 
B)  Reimburse the customer for the broken bottles. 
C)  Ask the customer what he/she would like you to do. 
D)  Allow the customer to the vent. 
E)  Both a and to b

Question 12

Suppose you are a salesperson for a corporate jet manufacturer.You know from experience that after placing an order most customers will have questions or concerns.Which of the following post sale follow-up methods are appropriate for you to utilize?

Accepted Answer

A)  A personal visit 
B)  Phone call 
C)  E-mail 
D)  Handwritten note 
E)  Both a and b are correct

Question 13

Meetings in which the salesperson encourages the buyer to discuss tough issues, especially in areas where the salespersons organization is trying less than satisfactory performance are called _______________.

Accepted Answer

The answer of Meetings in which the salesperson encourages the...

Question 14

One of the relationship detractors discussed in the text is for the salesperson to _____-promise and under-deliver.

Accepted Answer

The answer of One of the relationship detractors discussed in...

Question 15

______________refers to the process of converting new customers into lifetime customers by continually adding value to the product.

Accepted Answer

The answer of ______________refers to the process of converting new...

Question 16

Scott is a salesperson who works to maximize the number of critical encounters with his customers in order to encourage effective dialogue. Which of the four sequential components of effective follow-up is Scott utilizing?

Accepted Answer

A)  Interact 
B)  Connect 
C)  Understand 
D)  Relate 
E)  Encourage

Question 17

The fourth component of effective follow-up is ________________. This refers to the salesperson applying relevant understanding and insight to create value-added interactions.

Accepted Answer

The answer of The fourth component of effective follow-up is...

Question 18

When resolving complaints, salespeople should focus on what they can do rather than what they can't do for the customer.

Accepted Answer

A) True 
 B)False

Question 19

The salesperson attempting to maximize the number of critical encounters with buyers in order to encourage effective dialogue is pursuing _______________, one of the four sequential components of effective follow-up?

Accepted Answer

The answer of The salesperson attempting to maximize the number...

Question 20

Which of the following is not a relationship-enhancement activity?

Accepted Answer

A)  Remembering the customer after the sale 
B)  Correcting billing errors 
C)  Encouraging complaints 
D)  Expediting orders 
E)  All of the above are relationship-enhancement activities

Exam 9: Expanding Customer Relations

Which of the following is not one of the recommended partnership enhancement activities?

Seminars, training sessions, and social engagements are good ways for a salesperson to expand the collaborative involvement between his/her organization and customers.

Before implementing a solution, the salesperson should seek the buyer's agreement that the solution will resolve the complaint.

If customer training is necessary, the salesperson should probably always be present or at least readily available to the customer.

Which of the following is not one of the steps for handling complaints?

Which of the following components of effective follow-up reflects a salesperson's actions that maximize the number of critical encounters with buyers in order to encourage effective dialogue?

A customer's problems not being taken seriously by the selling organization is a typical customer complaint.

Unless the delivery delay is going to be very long, it is unwise to alert the buyer to minor delivery delays.

Each time a customer interacts with a member of the selling organization it is referred to as a moment of truth.

Suppose you're a salesperson for an industrial machine manufacturer.How can you demonstrate to your customers your commitment to building mutually satisfying long-term relationships?

Suppose you're a salesperson for a beer and wine distributor.One of your customers has just finished telling you they are unhappy because their last order contained several broken bottles.What should you do after expressing empathy and taking responsibility for the problem?

Suppose you are a salesperson for a corporate jet manufacturer.You know from experience that after placing an order most customers will have questions or concerns.Which of the following post sale follow-up methods are appropriate for you to utilize?

Meetings in which the salesperson encourages the buyer to discuss tough issues, especially in areas where the salespersons organization is trying less than satisfactory performance are called _______________.

One of the relationship detractors discussed in the text is for the salesperson to _____-promise and under-deliver.

______________refers to the process of converting new customers into lifetime customers by continually adding value to the product.

Scott is a salesperson who works to maximize the number of critical encounters with his customers in order to encourage effective dialogue. Which of the four sequential components of effective follow-up is Scott utilizing?

The fourth component of effective follow-up is ________________. This refers to the salesperson applying relevant understanding and insight to create value-added interactions.

When resolving complaints, salespeople should focus on what they can do rather than what they can't do for the customer.

The salesperson attempting to maximize the number of critical encounters with buyers in order to encourage effective dialogue is pursuing _______________, one of the four sequential components of effective follow-up?

Which of the following is not a relationship-enhancement activity?