Question 1

It is not uncommon for buyers to feel neglected by the salesperson once they have placed an order.

Accepted Answer

A) True 
 B)False

Question 2

Salespeople should always encourage their customers to express their complaints.

Accepted Answer

A) True 
 B)False

Question 3

While "moments of truth" are important at the time, they typically do not have any long-term impact on the relationship between the buyer and the seller.

Accepted Answer

A) True 
 B)False

Question 4

According to the textbook, which of the following best summarizes a salesperson's responsibility for customer training?

Accepted Answer

A)  Salespeople should focus on selling and leave the training to the training experts. 
B)  Salespeople should encourage customers to provide their own training. 
C)  Salespeople should always use training as a bargaining tool when trying to get the buyer to make a purchase. 
D)  Salespeople should be involved either directly or indirectly in the training process unless otherwise specified by the customer.

Question 5

The most personal method for a salesperson to provide useful information when following up is the telephone call.

Accepted Answer

A) True 
 B)False

Question 6

Superior service quality is becoming an increasingly popular strategy for differentiation among many organizations.

Accepted Answer

A) True 
 B)False

Question 7

A salesperson should actively seek and manage information gathered through buyer-seller contact and collaboration to develop insight regarding the buyer's changing situation, needs, and expectations.

Accepted Answer

A) True 
 B)False

Question 8

The salesperson should encourage critical encounters with their customers to encourage effective dialogue.

Accepted Answer

A) True 
 B)False

Question 9

The first sequential component of effective follow-up is connecting with customers.

Accepted Answer

A) True 
 B)False

Question 10

Using exaggeration to get an order is a generally accepted practice in professional selling.

Accepted Answer

A) True 
 B)False

Question 11

Great salespeople do not have to work hard to provide quality customer service, it just comes naturally.

Accepted Answer

A) True 
 B)False

Question 12

When a salesperson maintains contact with the multiple individuals in the buying organization influencing purchase decisions and manages the various touch points the customer has in the selling organization to ensure consistency in communication, which component of follow-up is he or she using?

Accepted Answer

A)  interact 
B)  connect 
C)  know 
D)  relate

Question 13

Focusing on the long term and taking responsibility for problems are known relationship detractors.

Accepted Answer

A) True 
 B)False

Question 14

Salespeople determine the specific needs of the buyer early in the selling process so that a good match can be made between the product's attributes and the needs of the buyer.

Accepted Answer

A) True 
 B)False

Question 15

When a salesperson applies relevant understanding and insight to create value-added interactions and generate relationships between the salesperson and buyer, which component of effective follow-up is he or she using?

Accepted Answer

A)  interact 
B)  connect 
C)  know 
D)  relate

Question 16

Salespeople should not be involved in customer training because it just confuses the customer as to what their role and responsibilities should be.

Accepted Answer

A) True 
 B)False

Question 17

"Who are our customers?" is a question a salesperson should ask when developing a service strategy.

Accepted Answer

A) True 
 B)False

Question 18

In general, what is the best method for a salesperson to use to reduce customer complaints?

Accepted Answer

A)  manage customer expectations (e.g., do not overpromise) 
B)  follow up daily or even hourly with the order fulfillment department 
C)  offer the customer a discount at the first sign of trouble to compensate for any problems experienced 
D)  let the trained professionals in the customer service department look after this area

Question 19

Which of the following best summarizes the difference between the traditional sales process and the trust-based relational sales process?

Accepted Answer

A)  Salespeople using the trust-based relational sales process spend more time prospecting for new business than those using the traditional sales process. 
B)  The traditional sales process focuses on getting the order, while the trust-based relational sales processes focuses on earning commitment after the sale. 
C)  Customer satisfaction levels tend to be higher for salespeople using the traditional sales process. 
D)  The trust-based relational sales process focuses on getting the order, while the traditional sales processes focuses on earning commitment after the sale.

Question 20

When a salesperson acts to maximize the number of critical encounters with buyers to encourage effective dialogue and involvement, which component of follow-up is he or she using?

Accepted Answer

A)  interact 
B)  connect 
C)  know 
D)  relate

Exam 9: Expanding Customer Relationships

It is not uncommon for buyers to feel neglected by the salesperson once they have placed an order.

Salespeople should always encourage their customers to express their complaints.

While "moments of truth" are important at the time, they typically do not have any long-term impact on the relationship between the buyer and the seller.

According to the textbook, which of the following best summarizes a salesperson's responsibility for customer training?

The most personal method for a salesperson to provide useful information when following up is the telephone call.

Superior service quality is becoming an increasingly popular strategy for differentiation among many organizations.

A salesperson should actively seek and manage information gathered through buyer-seller contact and collaboration to develop insight regarding the buyer's changing situation, needs, and expectations.

The salesperson should encourage critical encounters with their customers to encourage effective dialogue.

The first sequential component of effective follow-up is connecting with customers.

Using exaggeration to get an order is a generally accepted practice in professional selling.

Great salespeople do not have to work hard to provide quality customer service, it just comes naturally.

When a salesperson maintains contact with the multiple individuals in the buying organization influencing purchase decisions and manages the various touch points the customer has in the selling organization to ensure consistency in communication, which component of follow-up is he or she using?

Focusing on the long term and taking responsibility for problems are known relationship detractors.

Salespeople determine the specific needs of the buyer early in the selling process so that a good match can be made between the product's attributes and the needs of the buyer.

When a salesperson applies relevant understanding and insight to create value-added interactions and generate relationships between the salesperson and buyer, which component of effective follow-up is he or she using?

Salespeople should not be involved in customer training because it just confuses the customer as to what their role and responsibilities should be.

"Who are our customers?" is a question a salesperson should ask when developing a service strategy.

In general, what is the best method for a salesperson to use to reduce customer complaints?

Which of the following best summarizes the difference between the traditional sales process and the trust-based relational sales process?

When a salesperson acts to maximize the number of critical encounters with buyers to encourage effective dialogue and involvement, which component of follow-up is he or she using?