Question 1

A salesperson should consider _____ when determining how often to call on an account.

Accepted Answer

A) present and potential sales to the account 
B) the gender and age of the customer 
C) number of employees in the organization 
D) the account's mission statement 
E) the company's revenue figures for the previous year

Question 2

A salesperson should avoid making personal relationships with clients.

Accepted Answer

A) True 
 B)False

Question 3

After Helen,a realtor,closes a sale on a house,she usually calls her customers the following week to find out if they are pleased with their new home.This is an example of transaction selling.

Accepted Answer

A) True 
 B)False

Question 4

A seller who seeks to determine if a customer is satisfied and has future needs is most likely engaged in:

Accepted Answer

A) customer satisfaction. 
B) transaction selling. 
C) transfer pricing. 
D) relationship selling. 
E) technology selling.

Question 5

As friends become intimate friends,all of the following happen EXCEPT:

Accepted Answer

A) acknowledgement. 
B) suppression. 
C) self-disclosure. 
D) communication. 
E) attentiveness.

Question 6

One of the easiest things a salesperson can do is to care about customers.

Accepted Answer

A) True 
 B)False

Question 7

Distribution of the number of products in a product line can determine the extent of account penetration.

Accepted Answer

A) True 
 B)False

Question 8

Which of the following is most likely NOT an example of the follow-up step of the selling process?

Accepted Answer

A) A salesperson evaluating the effectiveness of a product after the sale. 
B) A salesperson calling a prospect to for a buying decision about a product. 
C) A salesperson conducting a customer satisfaction survey 3 months after the sale. 
D) A salesperson addressing a customer complaint immediately and appropriately. 
E) A salesperson sending a thank-you note to a customer for a recent product purchase.

Question 9

List the various activities or programs that a salesperson can provide to make his relationship with the customer more satisfying and add value to the relationship.

Accepted Answer

The answer of List the various activities or programs that...

Question 10

When the salesperson sells to customers and does not contact them again,the process is known as:

Accepted Answer

A) follow up. 
B) transaction selling. 
C) transfer selling. 
D) relationship selling. 
E) technology selling.

Question 11

Customer satisfaction refers to:

Accepted Answer

A) the total shopping experience. 
B) a feeling towards the purchase. 
C) an expectation about the product. 
D) activities intended to retain buyers. 
E) marketing experiences prior to purchase.

Question 12

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.

Question 13

What is business friendship? How is it different from a personal friendship?

Accepted Answer

The answer of What is business friendship? How is it...

Question 14

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

Accepted Answer

A) Order taking 
B) Sales power 
C) Order getting 
D) Missionary work 
E) Account penetration

Question 15

A Nike salesperson is informed by a retailer that ten pairs of shoes are damaged and cannot be sold.After looking at the merchandise,the salesperson determines the damage occurred during the packaging process.What should the Nike salesperson do to handle this situation?

Accepted Answer

A) Apologize to the client and state that the problem will not happen in future. 
B) Inform the client that these kinds of losses are common in retail business. 
C) Try to convince the customer to buy some new merchandise. 
D) Help the customer dump the unsalable inventory. 
E) Return the merchandise and provide a refund.

Question 16

_____ refers to the activities and programs provided by the seller to make the relationship satisfying for the customer.

Accepted Answer

A) Customer service 
B) Customer satisfaction 
C) Transaction selling 
D) Transfer pricing 
E) Marketing mix

Question 17

If a salesperson learns that a customer has been lost to a competitor,it is best to visit the customer and discuss the serious mistake that has been made.

Accepted Answer

A) True 
 B)False

Question 18

When the office supply salesperson loses an account to a competitor,he should:

Accepted Answer

A) treat the former customer like a prospect. 
B) quit contacting the customer. 
C) point out problems with the competitor's products 
D) show the customer that he takes the action personally. 
E) be curt and refuse to talk to the customer or others at the firm.

Question 19

One of Austin's customers,Parson Pharmaceuticals,regularly purchases 100 large picnic hampers each December.However,Parson has decided not to give gifts this upcoming holiday season.Austin should most likely:

Accepted Answer

A) demand that Parson purchase at least half of the usual number. 
B) identify Parson as an orphan and delete the sales records. 
C) tell other customers that Parson has financial problems. 
D) create a transactional relationship with Parson. 
E) make a sales call to Parson in the future.

Question 20

A professional salesperson will most likely:

Accepted Answer

A) be too busy for additional sales training. 
B) maintain an intimate knowledge of the industry. 
C) be too involved with customers to join civic organizations. 
D) use high-pressured sales techniques in certain sales situations. 
E) share customer information with other clients when it is beneficial.

Exam 13: Service and Follow-Up for Customer Retention

A salesperson should consider _____ when determining how often to call on an account.

A salesperson should avoid making personal relationships with clients.

After Helen,a realtor,closes a sale on a house,she usually calls her customers the following week to find out if they are pleased with their new home.This is an example of transaction selling.

A seller who seeks to determine if a customer is satisfied and has future needs is most likely engaged in:

As friends become intimate friends,all of the following happen EXCEPT:

One of the easiest things a salesperson can do is to care about customers.

Distribution of the number of products in a product line can determine the extent of account penetration.

Which of the following is most likely NOT an example of the follow-up step of the selling process?

List the various activities or programs that a salesperson can provide to make his relationship with the customer more satisfying and add value to the relationship.

When the salesperson sells to customers and does not contact them again,the process is known as:

Customer satisfaction refers to:

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

What is business friendship? How is it different from a personal friendship?

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

A Nike salesperson is informed by a retailer that ten pairs of shoes are damaged and cannot be sold.After looking at the merchandise,the salesperson determines the damage occurred during the packaging process.What should the Nike salesperson do to handle this situation?

_____ refers to the activities and programs provided by the seller to make the relationship satisfying for the customer.

If a salesperson learns that a customer has been lost to a competitor,it is best to visit the customer and discuss the serious mistake that has been made.

When the office supply salesperson loses an account to a competitor,he should:

One of Austin's customers,Parson Pharmaceuticals,regularly purchases 100 large picnic hampers each December.However,Parson has decided not to give gifts this upcoming holiday season.Austin should most likely:

A professional salesperson will most likely: