Question 1

Why are companies using technology to manage relationships?

Accepted Answer

Companies are using technology to drive two key areas of salesperson performance.The first is the use of technology to help salespeople manage all the information required to be effective,a type of knowledge management technology.Such knowledge management technology might include product catalogs and all the detailed specifications of those products,but knowledge management technology also includes customer records and transaction or service histories.The second is relational management technology,which can build on customer knowledge management systems to create models that can be used to develop strategy.

Question 2

Franco breeds a wide variety of fish.For the last nine years,he has been going to Fins-to-You,a local pet store that specializes in tropical fish and aquarium supplies,for all of his needs.He buys everything from fish food to aquarium heaters to replacement fish from this store.Which of the following terms best describes the relationship Franco has with Fins-to-You?

Accepted Answer

A)  A strategic partnership 
B)  A tactical relationship 
C)  A relational partnership 
D)  A functional relationship 
E)  A solo market exchange 
A)  A strategic partnership 
B)  A tactical relationship 
C)  A relational partnership 
D)  A functional relationship 
E)  A solo market exchange D

Question 3

As Azi traveled across the state of Tennessee,he stopped and bought gas,a bottle of soda,and a bag of corn chips at a small store that he will probably never visit again.What type of transaction did Azi engage in when he made these purchases?

Accepted Answer

A)  A solo exchange 
B)  A functional relationship 
C)  A straight rebuy exchange 
D)  A partnering relationship 
E)  A modified rebuy exchange 
A)  A solo exchange 
B)  A functional relationship 
C)  A straight rebuy exchange 
D)  A partnering relationship 
E)  A modified rebuy exchange A

Question 4

How can training boundary-spanning employees help in fostering good relationships between buyers and sellers?

Accepted Answer

Special training is required to sell eff

Question 5

Customer satisfaction occurs when a buyer's expectations are met and needs fulfilled.

Accepted Answer

A) True 
 B)False

Question 6

When dissolution occurs in the latter stages of a relationship between two firms,the loss of investments made in the relationship can be significant and have an impact throughout both organizations.

Accepted Answer

A) True 
 B)False

Question 7

Zero Zone Inc.manufactures and sells display refrigeration and freezer units to supermarkets.A supermarket manager called Nathan,one of Zero Zone's salespeople,to inform him that his Zero Zone rear-load refrigeration display unit needed to be defrosted about three times every day.It was more than the normal rate,and Nathan responded immediately.He cancelled his other appointments and drove to the supermarket.Nathan worked for two hours installing a new oversized coil to fix the problem.Which of the following factors needed for the development of mutual trust is illustrated in this example?

Accepted Answer

A)  Morality 
B)  Honesty 
C)  Marketability 
D)  Customer orientation 
E)  Likability 
A)  Morality 
B)  Honesty 
C)  Marketability 
D)  Customer orientation 
E)  Likability

Question 8

Baxter Healthcare is a leading supplier of hospital products.It has entered into a strategic partnership with many of the hospitals it serves.Baxter supplies them with one-day delivery service of quality products and inventory management assistance.In return,the hospitals give Baxter all of their business.The foundation of their relationships is trust,which is based on:

Accepted Answer

A)  Baxter's perceived dependability. 
B)  Baxter's ability to supply quality products on a one-day notice. 
C)  the concern of both parties for each other's needs. 
D)  Baxter's inventory management expertise. 
E)  all of these. 
A)  Baxter's perceived dependability. 
B)  Baxter's ability to supply quality products on a one-day notice. 
C)  the concern of both parties for each other's needs. 
D)  Baxter's inventory management expertise. 
E)  all of these.

Question 9

Strategic partnerships between companies create a win-win situation,but the companies are committed to each other and flexibility can be reduced.

Accepted Answer

A) True 
 B)False

Question 10

Relational partnerships are created explicitly for the purpose of uncovering and exploiting joint opportunities.

Accepted Answer

A) True 
 B)False

Question 11

What is customer orientation,and how does it affect business relationships?

Accepted Answer

Customer orientation is the degree to wh

Question 12

Corina almost always shops at Gas-N-Go.She finds the store easily accessible from the highway,likes the service,and receives special discounts as a frequent customer.Corina is less likely to shop around for her next purchase because Gas-N-Go satisfies Corina by:

Accepted Answer

A)  reducing its profit margin. 
B)  maximizing Corina's solo exchange profit. 
C)  reducing Corina's attitudinal loyalty. 
D)  reinforcing a functional relationship. 
E)  producing a partnering relationship. 
A)  reducing its profit margin. 
B)  maximizing Corina's solo exchange profit. 
C)  reducing Corina's attitudinal loyalty. 
D)  reinforcing a functional relationship. 
E)  producing a partnering relationship.

Question 13

Carla crosses the organizational limits and interacts with customers or vendors.Carla's responsibilities include dealing with vendors and finances.Which type of employee is Carla?

Accepted Answer

A)  Trade salesperson 
B)  Boundary-spanning employee 
C)  Customer relationship manager 
D)  Missionary salesperson 
E)  Inside salesperson 
A)  Trade salesperson 
B)  Boundary-spanning employee 
C)  Customer relationship manager 
D)  Missionary salesperson 
E)  Inside salesperson

Question 14

Using a consultative customer-oriented sales approach leads to lower firm profitability and loss of customer base.

Accepted Answer

A) True 
 B)False

Question 15

The sole determinant of customer lifetime value is a customer's purchases.

Accepted Answer

A) True 
 B)False

Question 16

Discuss the differences between solo exchanges and functional relationships.

Accepted Answer

Both the buyer and the seller in a solo

Question 17

In a strategic partnership,compared with a relational partnership,less direct communication ties are present between the buying organization and the selling organization.

Accepted Answer

A) True 
 B)False

Question 18

In the context of professional selling,relationship marketing refers to creating the type of relationship that best suits the needs of the selling firm.

Accepted Answer

A) True 
 B)False

Question 19

_____ are the long-term business relationships in which the partners make significant investments to improve the profitability of both parties.

Accepted Answer

A)  Strategic partnerships 
B)  Win-lose partnerships 
C)  Functional relationships 
D)  Personal selling partnerships 
E)  Solo exchange alliances 
A)  Strategic partnerships 
B)  Win-lose partnerships 
C)  Functional relationships 
D)  Personal selling partnerships 
E)  Solo exchange alliances

Question 20

A critical element in fostering good relationships is giving boundary-spanning employees the necessary support.

Accepted Answer

A) True 
 B)False

Why are companies using technology to manage relationships?

As Azi traveled across the state of Tennessee,he stopped and bought gas,a bottle of soda,and a bag of corn chips at a small store that he will probably never visit again.What type of transaction did Azi engage in when he made these purchases?

How can training boundary-spanning employees help in fostering good relationships between buyers and sellers?

Customer satisfaction occurs when a buyer's expectations are met and needs fulfilled.

When dissolution occurs in the latter stages of a relationship between two firms,the loss of investments made in the relationship can be significant and have an impact throughout both organizations.

Strategic partnerships between companies create a win-win situation,but the companies are committed to each other and flexibility can be reduced.

Relational partnerships are created explicitly for the purpose of uncovering and exploiting joint opportunities.

What is customer orientation,and how does it affect business relationships?

Corina almost always shops at Gas-N-Go.She finds the store easily accessible from the highway,likes the service,and receives special discounts as a frequent customer.Corina is less likely to shop around for her next purchase because Gas-N-Go satisfies Corina by:

Carla crosses the organizational limits and interacts with customers or vendors.Carla's responsibilities include dealing with vendors and finances.Which type of employee is Carla?

Using a consultative customer-oriented sales approach leads to lower firm profitability and loss of customer base.

The sole determinant of customer lifetime value is a customer's purchases.

Discuss the differences between solo exchanges and functional relationships.

In a strategic partnership,compared with a relational partnership,less direct communication ties are present between the buying organization and the selling organization.

In the context of professional selling,relationship marketing refers to creating the type of relationship that best suits the needs of the selling firm.

_____ are the long-term business relationships in which the partners make significant investments to improve the profitability of both parties.

A critical element in fostering good relationships is giving boundary-spanning employees the necessary support.

Selling and Salespeople

Ethical and Legal Issues in Selling

Buying Behavior and the Buying Process

Using Communication Principles to Build Relationships

Adaptive Selling for Relationship Building

Prospecting

Planning the Sales Call

Making the Sales Call

Strengthening the Presentation

Responding to Objections

Obtaining Commitment

Formal Negotiating

Building Long-Term Partnerships

Managing Your Time and Territory

Managing Within Your Company

Managing Your Career

Filters

Exam 13: Building Partnering Relationships

Why are companies using technology to manage relationships?

As Azi traveled across the state of Tennessee,he stopped and bought gas,a bottle of soda,and a bag of corn chips at a small store that he will probably never visit again.What type of transaction did Azi engage in when he made these purchases?

How can training boundary-spanning employees help in fostering good relationships between buyers and sellers?

Customer satisfaction occurs when a buyer's expectations are met and needs fulfilled.

When dissolution occurs in the latter stages of a relationship between two firms,the loss of investments made in the relationship can be significant and have an impact throughout both organizations.

Strategic partnerships between companies create a win-win situation,but the companies are committed to each other and flexibility can be reduced.

Relational partnerships are created explicitly for the purpose of uncovering and exploiting joint opportunities.

What is customer orientation,and how does it affect business relationships?

Corina almost always shops at Gas-N-Go.She finds the store easily accessible from the highway,likes the service,and receives special discounts as a frequent customer.Corina is less likely to shop around for her next purchase because Gas-N-Go satisfies Corina by:

Carla crosses the organizational limits and interacts with customers or vendors.Carla's responsibilities include dealing with vendors and finances.Which type of employee is Carla?

Using a consultative customer-oriented sales approach leads to lower firm profitability and loss of customer base.

The sole determinant of customer lifetime value is a customer's purchases.

Discuss the differences between solo exchanges and functional relationships.

In a strategic partnership,compared with a relational partnership,less direct communication ties are present between the buying organization and the selling organization.

In the context of professional selling,relationship marketing refers to creating the type of relationship that best suits the needs of the selling firm.

_____ are the long-term business relationships in which the partners make significant investments to improve the profitability of both parties.

A critical element in fostering good relationships is giving boundary-spanning employees the necessary support.

Selling and Salespeople

Ethical and Legal Issues in Selling

Buying Behavior and the Buying Process

Using Communication Principles to Build Relationships

Adaptive Selling for Relationship Building

Prospecting

Planning the Sales Call

Making the Sales Call

Strengthening the Presentation

Responding to Objections

Obtaining Commitment

Formal Negotiating

Building Long-Term Partnerships

Managing Your Time and Territory

Managing Within Your Company

Managing Your Career

Filters