Question 1

Salespeople involved in relational selling should strive to expand the collaborative involvement between the buyer's and the salesperson's organization.

Accepted Answer

A) True 
 B)False  True

Question 2

__________________ is a way to build on buyer-salesperson relationships in which the buyer's organization and salesperson's organization join together to improve an offering.

Accepted Answer

Collaborative Involvement

Question 3

Grace is a salesperson who strives to build relationships with multiple individuals in her customers' organizations. Which of the four sequential components of effective follow-up is Grace utilizing?

Accepted Answer

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

Question 4

Traditional selling and relational selling are pretty much the same with respect to post-sale follow-up activities.

Accepted Answer

A) True 
 B)False

Question 5

Which of the following is the best method a salesperson can utilize for reducing customer complaints?

Accepted Answer

A)   Manage customer expectations (e.g., don't over promise) 
B)   Follow up daily or even hourly with the order fulfillment department
C)   Offer the customer discount at the first sign of trouble to
D)   Avoid contacting the customer until several weeks after the product is delivered
E)   Both b and c are correct

Question 6

In order to avoid damage to the buyer-seller relationship, the salesperson should blame other members of the selling organization for any problems which lead to a customer complaint.

Accepted Answer

A) True 
 B)False

Question 7

Salespeople should avoid letting their complaining customers vent because it only makes matters worse.

Accepted Answer

A) True 
 B)False

Question 8

Which the following is not one of the customer service dimensions?

Accepted Answer

A)   Communication
B)   Reliability
C)   Resilience
D)   Service motivation
E)   All the above are customer service dimensions

Question 9

What should the salesperson do next if the complaining customer proposes a viable way (some action) to resolve the complaint?

Accepted Answer

A)   Allow the customer to vent
B)   Follow through with what the customer suggests
C)   Offer the customer an alternative resolution
D)   Gain the customer's agreement that the action will resolve the complaint
E)   All the above

Question 10

Which of the following is not one of the expectations customers have when dealing with customer service personnel?

Accepted Answer

A)   Assurance
B)   Empathy
C)   Capitulation
D)   Resolution of complaints
E)   All the above

Question 11

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 12

Computer technology is helpful to salespeople, but only in that it can help them track their customers.

Accepted Answer

A) True 
 B)False

Question 13

Service motivation is an important customer service dimension.

Accepted Answer

A) True 
 B)False

Question 14

Anthony is a purchasing agent for a hospital. One day the hospital receives a shipment from of its suppliers with several items missing. Anthony calls the supplier and talks to a customer service representative who is very friendly and helpful. Anthony calls the supplier again the next day but talks to a different customer service representative. This customer service representative is not as friendly and not as helpful. Which of the following describes the problem the supplier has with customer service?

Accepted Answer

A)   Customer service people are hard to train.
B)   The quality of the service provided is inconsistent across customer service agents.
C)   The first customer service agent set an unrealistic expectation.
D)   The second customer service agent needs more training.
E)   None of the above.

Question 15

LaTosha is very good at getting customers to purchase her company's products. However, her customers are usually dissatisfied with the performance of the products even though they perform as well if not better than the competition's products. Which of the following is most likely the problem?

Accepted Answer

A)   LaTosha is setting her customers' expectations too high.
B)   LaTosha's customers are hard to satisfy.
C)   LaTosha isn't doing a good job of prospecting.
D)   LaTosha's company makes inferior products.
E)   LaTosha is setting her customers' expectations too low.

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

Routine follow-up with customers is important to building successful long-term relationships.

Accepted Answer

A) True 
 B)False

Question 18

One of the relationship enhancers discussed in the text is for the salesperson to contact customers on a _____________ basis.

Accepted Answer

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

Question 19

What is the customer service dimension that refers to a salesperson's desire to work with and properly service customers on a daily basis?

Accepted Answer

A)   Communication
B)   Reliability
C)   Resilience
D)   Service motivation
E)   Anticipation

Question 20

_____________________ is a plan in which the salesperson identifies his or her business and customers and what the customers want and what is important to them.

Accepted Answer

The answer of _____________________ is a plan in which the...

Exam 9: Expanding Customer Relations

Salespeople involved in relational selling should strive to expand the collaborative involvement between the buyer's and the salesperson's organization.

__________________ is a way to build on buyer-salesperson relationships in which the buyer's organization and salesperson's organization join together to improve an offering.

Grace is a salesperson who strives to build relationships with multiple individuals in her customers' organizations. Which of the four sequential components of effective follow-up is Grace utilizing?

Traditional selling and relational selling are pretty much the same with respect to post-sale follow-up activities.

Which of the following is the best method a salesperson can utilize for reducing customer complaints?

In order to avoid damage to the buyer-seller relationship, the salesperson should blame other members of the selling organization for any problems which lead to a customer complaint.

Salespeople should avoid letting their complaining customers vent because it only makes matters worse.

Which the following is not one of the customer service dimensions?

What should the salesperson do next if the complaining customer proposes a viable way (some action) to resolve the complaint?

Which of the following is not one of the expectations customers have when dealing with customer service personnel?

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

Computer technology is helpful to salespeople, but only in that it can help them track their customers.

Service motivation is an important customer service dimension.

LaTosha is very good at getting customers to purchase her company's products. However, her customers are usually dissatisfied with the performance of the products even though they perform as well if not better than the competition's products. Which of the following is most likely the problem?

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?

Routine follow-up with customers is important to building successful long-term relationships.

One of the relationship enhancers discussed in the text is for the salesperson to contact customers on a _____________ basis.

What is the customer service dimension that refers to a salesperson's desire to work with and properly service customers on a daily basis?

_____________________ is a plan in which the salesperson identifies his or her business and customers and what the customers want and what is important to them.