Question 1

The four sequential components of effective follow-up include __________, Connect, Know, and Relate.

Accepted Answer

Interact

Question 2

Resilience and shrewdness are important characteristics for salespeople to have when dealing with customer complaints.

Accepted Answer

A) True 
 B)False  False

Question 3

Natalie is a salesperson for an office supply company. Which of the following activities is appropriate for Natalie to engage in if she is interested in converting her customers into highly committed lifetime customers?

Accepted Answer

A)  Handle complaints in a timely manner 
B)  Add value 
C)  Process requests for rush deliveries willingly 
D)  Cut the price as often as possible 
E)  A, B, and C are correct. 
A)  Handle complaints in a timely manner 
B)  Add value 
C)  Process requests for rush deliveries willingly 
D)  Cut the price as often as possible 
E)  A, B, and C are correct. E

Question 4

One of the important questions a salesperson must ask when developing a server strategy is "how do customers rate as in terms of their _______________?"

Accepted Answer

The answer of One of the important questions a salesperson...

Question 5

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

Accepted Answer

A) True 
 B)False

Question 6

Which of the following components of effective follow-up reflects a salesperson's ability to apply relevant understanding and insight to create value-added interactions?

Accepted Answer

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

Question 7

For the relational salesperson, it's safe to say that the real work does not begin until after the order is signed.

Accepted Answer

A) True 
 B)False

Question 8

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 low. 
B)  LaTosha's customers are easy to satisfy. 
C)  LaTosha isn't doing a good job of prospecting. 
D)  LaTosha's company makes inferior products. 
E)  None of the above are correct. 
A)  LaTosha is setting her customers' expectations too low. 
B)  LaTosha's customers are easy to satisfy. 
C)  LaTosha isn't doing a good job of prospecting. 
D)  LaTosha's company makes inferior products. 
E)  None of the above are correct.

Question 9

Once the salesperson and the customer have agreed upon how to resolve the complaint, the salesperson should do what?

Accepted Answer

A)  Make sure the customer has realistic expectations and then implement the solution. 
B)  Allow the customer to vent. 
C)  Implement the solution. 
D)  Get the agreement in writing. 
E)  Both c and d 
A)  Make sure the customer has realistic expectations and then implement the solution. 
B)  Allow the customer to vent. 
C)  Implement the solution. 
D)  Get the agreement in writing. 
E)  Both c and d

Question 10

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 11

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 
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 12

Mathew has called the customer service department of one of his suppliers to make a complaint.The customer service agent acts indifferent to Mathew's problem but agrees to resolve the issue.The customer service agent should have:

Accepted Answer

A)  Not resolved the issue until they had the whole story. 
B)  Been more empathetic to Mathew's situation. 
C)  Asked Mathew more questions. 
D)  Capitulated to Mathew's demands at the start of the conversation. 
E)  Done none of the above. 
A)  Not resolved the issue until they had the whole story. 
B)  Been more empathetic to Mathew's situation. 
C)  Asked Mathew more questions. 
D)  Capitulated to Mathew's demands at the start of the conversation. 
E)  Done none of the above.

Question 13

One of the customer expectations of salespeople is that they will expeditiously resolve _____________, mistakes, or defects.

Accepted Answer

The answer of One of the customer expectations of salespeople...

Question 14

Handling complaints in any manner as long as they are handled is important to building successful long-term relationships.

Accepted Answer

A) True 
 B)False

Question 15

Computer technology can help salespeople assess enhance follow-up activities with their customers.

Accepted Answer

A) True 
 B)False

Question 16

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

Question 17

The first step in the complaint handling process is to ask the customer what he or she would like you to do.

Accepted Answer

A) True 
 B)False

Question 18

One advantage of computer technology is that salespeople can now track their orders in real time and, subsequently, relate the appropriate information to their customers.

Accepted Answer

A) True 
 B)False

Question 19

When handling customer complaints it is important to ask of the buyer what he/she would like to have happen in order to resolve the issue.By doing this, the salesperson:

Accepted Answer

A)  Avoids proposing an insufficient solution. 
B)  Avoids proposing a solution that over-compensates for the problem. 
C)  Will understand what the buyer wants to correct the problem. 
D)  Is more likely to gain the customer's agreement to the solution if it is viable. 
E)  All of the above. 
A)  Avoids proposing an insufficient solution. 
B)  Avoids proposing a solution that over-compensates for the problem. 
C)  Will understand what the buyer wants to correct the problem. 
D)  Is more likely to gain the customer's agreement to the solution if it is viable. 
E)  All of the above.

Question 20

Which of the following are post sale follow-up methods available to salespeople for providing useful information to their customers?

Accepted Answer

A)  A personal visit 
B)  Phone call 
C)  E-mail 
D)  Handwritten note 
E)  All the above 
A)  A personal visit 
B)  Phone call 
C)  E-mail 
D)  Handwritten note 
E)  All the above

The four sequential components of effective follow-up include __________, Connect, Know, and Relate.

Resilience and shrewdness are important characteristics for salespeople to have when dealing with customer complaints.

Natalie is a salesperson for an office supply company. Which of the following activities is appropriate for Natalie to engage in if she is interested in converting her customers into highly committed lifetime customers?

One of the important questions a salesperson must ask when developing a server strategy is "how do customers rate as in terms of their _______________?"

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

Which of the following components of effective follow-up reflects a salesperson's ability to apply relevant understanding and insight to create value-added interactions?

For the relational salesperson, it's safe to say that the real work does not begin until after the order is signed.

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?

Once the salesperson and the customer have agreed upon how to resolve the complaint, the salesperson should do what?

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.

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

Mathew has called the customer service department of one of his suppliers to make a complaint.The customer service agent acts indifferent to Mathew's problem but agrees to resolve the issue.The customer service agent should have:

One of the customer expectations of salespeople is that they will expeditiously resolve _____________, mistakes, or defects.

Handling complaints in any manner as long as they are handled is important to building successful long-term relationships.

Computer technology can help salespeople assess enhance follow-up activities with their customers.

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

The first step in the complaint handling process is to ask the customer what he or she would like you to do.

One advantage of computer technology is that salespeople can now track their orders in real time and, subsequently, relate the appropriate information to their customers.

When handling customer complaints it is important to ask of the buyer what he/she would like to have happen in order to resolve the issue.By doing this, the salesperson:

Which of the following are post sale follow-up methods available to salespeople for providing useful information to their customers?

Overview of Personal Selling

Building Trust and Sales Ethics

Understanding Buyers

Communication Skills

Strategic Prospecting and Preparing for Sales Dialogue

Planning Sales Dialogues and Presentations

Sales Dialogue: Creating and Communicating Value

Addressing Concerns and Earning Commitment

Adding Value: Self-Leadership and Teamwork

Sales Management and Sales 2.0

Filters

Exam 9: Expanding Customer Relations

The four sequential components of effective follow-up include __________, Connect, Know, and Relate.

Resilience and shrewdness are important characteristics for salespeople to have when dealing with customer complaints.

Natalie is a salesperson for an office supply company. Which of the following activities is appropriate for Natalie to engage in if she is interested in converting her customers into highly committed lifetime customers?

One of the important questions a salesperson must ask when developing a server strategy is "how do customers rate as in terms of their _______________?"

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

Which of the following components of effective follow-up reflects a salesperson's ability to apply relevant understanding and insight to create value-added interactions?

For the relational salesperson, it's safe to say that the real work does not begin until after the order is signed.

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?

Once the salesperson and the customer have agreed upon how to resolve the complaint, the salesperson should do what?

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.

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

Mathew has called the customer service department of one of his suppliers to make a complaint.The customer service agent acts indifferent to Mathew's problem but agrees to resolve the issue.The customer service agent should have:

One of the customer expectations of salespeople is that they will expeditiously resolve _____________, mistakes, or defects.

Handling complaints in any manner as long as they are handled is important to building successful long-term relationships.

Computer technology can help salespeople assess enhance follow-up activities with their customers.

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

The first step in the complaint handling process is to ask the customer what he or she would like you to do.

One advantage of computer technology is that salespeople can now track their orders in real time and, subsequently, relate the appropriate information to their customers.

When handling customer complaints it is important to ask of the buyer what he/she would like to have happen in order to resolve the issue.By doing this, the salesperson:

Which of the following are post sale follow-up methods available to salespeople for providing useful information to their customers?

Overview of Personal Selling

Building Trust and Sales Ethics

Understanding Buyers

Communication Skills

Strategic Prospecting and Preparing for Sales Dialogue

Planning Sales Dialogues and Presentations

Sales Dialogue: Creating and Communicating Value

Addressing Concerns and Earning Commitment

Adding Value: Self-Leadership and Teamwork

Sales Management and Sales 2.0

Filters