Question 1

Problems that result in the customer severing the relationship with the seller may be avoided by:

Accepted Answer

A)  Always having the lowest price. 
B)  Always delivering on time. 
C)  Maintaining open, two-way communication. 
D)  Involving Upper level management. 
E)  Avoiding the customer. 
A)  Always having the lowest price. 
B)  Always delivering on time. 
C)  Maintaining open, two-way communication. 
D)  Involving Upper level management. 
E)  Avoiding the customer.

Question 2

Most companies do a good job of understanding and satisfying their customers.

Accepted Answer

A) True 
 B)False

Question 3

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

Accepted Answer

A)  Allow the customer to vent 
B)  Follow through with what the customer suggests anyway 
C)  Thank the customer for the suggestion and then 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 anyway 
C)  Thank the customer for the suggestion and then offer the customer an alternative resolution 
D)  Gain the customer's agreement that the action will resolve the complaint 
E)  All the above

Question 4

Which of the following statements regarding customer expectations is appropriate for salespeople to remember?

Accepted Answer

A)  Many relationships fail due to unmet expectations 
B)  The higher the customer's expectations, the better, provided the seller can meet or exceed those expectations 
C)  Salespeople must be able to manage their customers' expectations 
D)  Customer dissatisfaction is often the result of unmet expectations 
E)  All of the above are correct 
A)  Many relationships fail due to unmet expectations 
B)  The higher the customer's expectations, the better, provided the seller can meet or exceed those expectations 
C)  Salespeople must be able to manage their customers' expectations 
D)  Customer dissatisfaction is often the result of unmet expectations 
E)  All of the above are correct

Question 5

With respect to customer training, salespeople should

Accepted Answer

A)  Leave the training to the training experts. 
B)  Encourage customers to provide their own training. 
C)  Always use it as a bargaining tool when trying to get the buyer to make a purchase. 
D)  Be involved either directly or indirectly in the training process unless otherwise specified by the customer. 
E)  None of the above are correct. 
A)  Leave the training to the training experts. 
B)  Encourage customers to provide their own training. 
C)  Always use it as a bargaining tool when trying to get the buyer to make a purchase. 
D)  Be involved either directly or indirectly in the training process unless otherwise specified by the customer. 
E)  None of the above are correct.

Question 6

Which of the following is not a method a salesperson might use to expand collaborative involvement between the selling organization and the customer's organization?

Accepted Answer

A)  Hosting a week-long series of seminars for the customer's organization 
B)  Initiating and enhancing relationships between multiple key individuals in both organizations 
C)  Have key personnel from the selling organization meet with individuals from the buying organization 
D)  Host social engagements to allow key individuals from both organizations get to know each other 
E)  All of the above are ways to expand collaborative involvement 
A)  Hosting a week-long series of seminars for the customer's organization 
B)  Initiating and enhancing relationships between multiple key individuals in both organizations 
C)  Have key personnel from the selling organization meet with individuals from the buying organization 
D)  Host social engagements to allow key individuals from both organizations get to know each other 
E)  All of the above are ways to expand collaborative involvement

Question 7

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 8

Salespeople must maintain open, _________________communication with customers after the initial sale in order to build a relationship.

Accepted Answer

The answer of Salespeople must maintain open, _________________communication with customers...

Question 9

An open communication line is critical if salespeople are to build a long-term relationship with their customers.

Accepted Answer

A) True 
 B)False

Question 10

An organizations dedicated and proprietary computer network offering password-controlled access to people within and outside the organization is referred to as a/an _______________.

Accepted Answer

The answer of An organizations dedicated and proprietary computer network...

Question 11

"Moments of truth" are important, but do not have any long-term impact on the relationship between the buyer and the seller.

Accepted Answer

A) True 
 B)False

Question 12

A salesperson should determine ahead of time what a customer is going to complain about so that the customer does not have to go through the process of explaining it.

Accepted Answer

A) True 
 B)False

Question 13

Which of the following is not a relationship-enhancement activity?

Accepted Answer

A)  Remembering the customer after the sale 
B)  Correcting billing errors 
C)  Resolving Complaints 
D)  Expediting orders 
E)  All of the above are relationship-enhancement activities 
A)  Remembering the customer after the sale 
B)  Correcting billing errors 
C)  Resolving Complaints 
D)  Expediting orders 
E)  All of the above are relationship-enhancement activities

Question 14

One of the ways to ensure customer satisfaction is to ______________orders and monitor installation.

Accepted Answer

The answer of One of the ways to ensure customer...

Question 15

When resolving complaints, salespeople often make promises to the customer.Which of the following best reflects what the salesperson should do regarding those promises?

Accepted Answer

A)  The salesperson should strive to over-promise and under-deliver 
B)  The salesperson should strive to under-promise and over-deliver 
C)  Follow through on all promises except those that cost the selling organization money 
D)  Follow through and all promises except those costing more than the profit made from the sale 
E)  Both b and d are correct 
A)  The salesperson should strive to over-promise and under-deliver 
B)  The salesperson should strive to under-promise and over-deliver 
C)  Follow through on all promises except those that cost the selling organization money 
D)  Follow through and all promises except those costing more than the profit made from the sale 
E)  Both b and d are correct

Question 16

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

Question 17

In markets where it's hard to differentiate the core products, more and more companies are turning to _________________as a strategy to acquire and maintain customers.

Accepted Answer

The answer of In markets where it's hard to differentiate...

Question 18

Some customers will not complain because they feel that their salespeople should be able to read their signals of dissatisfaction.

Accepted Answer

A) True 
 B)False

Question 19

One of the relationship enhancers discussed in the text is for the salesperson to ________ ________ for problems.

Accepted Answer

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

Question 20

Maintaining open, two-way communication with a customer is easier when:

Accepted Answer

A)  The customer believes the salesperson is sincere and responsive 
B)  The salesperson memorizes the customer's phone number 
C)  The salesperson engages the buyer in periodic meetings 
D)  The customer is content and not in need of any contact with the salesperson 
E)  Both A and C are correct 
A)  The customer believes the salesperson is sincere and responsive 
B)  The salesperson memorizes the customer's phone number 
C)  The salesperson engages the buyer in periodic meetings 
D)  The customer is content and not in need of any contact with the salesperson 
E)  Both A and C are correct

Problems that result in the customer severing the relationship with the seller may be avoided by:

Most companies do a good job of understanding and satisfying their customers.

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

Which of the following statements regarding customer expectations is appropriate for salespeople to remember?

With respect to customer training, salespeople should

Which of the following is not a method a salesperson might use to expand collaborative involvement between the selling organization and the customer's organization?

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

Salespeople must maintain open, _________________communication with customers after the initial sale in order to build a relationship.

An open communication line is critical if salespeople are to build a long-term relationship with their customers.

An organizations dedicated and proprietary computer network offering password-controlled access to people within and outside the organization is referred to as a/an _______________.

"Moments of truth" are important, but do not have any long-term impact on the relationship between the buyer and the seller.

A salesperson should determine ahead of time what a customer is going to complain about so that the customer does not have to go through the process of explaining it.

Which of the following is not a relationship-enhancement activity?

One of the ways to ensure customer satisfaction is to ______________orders and monitor installation.

When resolving complaints, salespeople often make promises to the customer.Which of the following best reflects what the salesperson should do regarding those promises?

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

In markets where it's hard to differentiate the core products, more and more companies are turning to _________________as a strategy to acquire and maintain customers.

Some customers will not complain because they feel that their salespeople should be able to read their signals of dissatisfaction.

One of the relationship enhancers discussed in the text is for the salesperson to for problems.

Maintaining open, two-way communication with a customer is easier when:

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

Problems that result in the customer severing the relationship with the seller may be avoided by:

Most companies do a good job of understanding and satisfying their customers.

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

Which of the following statements regarding customer expectations is appropriate for salespeople to remember?

With respect to customer training, salespeople should

Which of the following is not a method a salesperson might use to expand collaborative involvement between the selling organization and the customer's organization?

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

Salespeople must maintain open, _________________communication with customers after the initial sale in order to build a relationship.

An open communication line is critical if salespeople are to build a long-term relationship with their customers.

An organizations dedicated and proprietary computer network offering password-controlled access to people within and outside the organization is referred to as a/an _______________.

"Moments of truth" are important, but do not have any long-term impact on the relationship between the buyer and the seller.

A salesperson should determine ahead of time what a customer is going to complain about so that the customer does not have to go through the process of explaining it.

Which of the following is not a relationship-enhancement activity?

One of the ways to ensure customer satisfaction is to ______________orders and monitor installation.

When resolving complaints, salespeople often make promises to the customer.Which of the following best reflects what the salesperson should do regarding those promises?

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

In markets where it's hard to differentiate the core products, more and more companies are turning to _________________as a strategy to acquire and maintain customers.

Some customers will not complain because they feel that their salespeople should be able to read their signals of dissatisfaction.

One of the relationship enhancers discussed in the text is for the salesperson to ________ ________ for problems.

Maintaining open, two-way communication with a customer is easier when:

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

One of the relationship enhancers discussed in the text is for the salesperson to for problems.