Question 1

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

Accepted Answer

The relationship between a salesperson a

Question 2

A salesperson who provides a client with money-saving products and problem-solving ideas is serving the role of:

Accepted Answer

A)  friend. 
B)  adviser. 
C)  adversary. 
D)  negotiator. 
E)  acquaintance. 
A)  friend. 
B)  adviser. 
C)  adversary. 
D)  negotiator. 
E)  acquaintance.

Question 3

A(n) ________ is a short, wise, easy to learn saying that calls a salesperson to think and act.

Accepted Answer

A)  proverb 
B)  fact 
C)  statistic 
D)  simile 
E)  expression 
A)  proverb 
B)  fact 
C)  statistic 
D)  simile 
E)  expression

Question 4

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 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. 
A)  A salesperson evaluating the effectiveness of a product after the sale. 
B)  A salesperson calling a prospect 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 5

Which of the following is NOT a reason why a customer might be dissatisfied with a product?

Accepted Answer

A)  Product delivered was different from the one ordered. 
B)  Product was not delivered by the specified date. 
C)  The product performed an additional, unadvertised function. 
D)  Customer believed the product could perform a function that it cannot. 
E)  Discounts offered by the salesperson were not given by the manufacturer. 
A)  Product delivered was different from the one ordered. 
B)  Product was not delivered by the specified date. 
C)  The product performed an additional, unadvertised function. 
D)  Customer believed the product could perform a function that it cannot. 
E)  Discounts offered by the salesperson were not given by the manufacturer.

Question 6

According to the authors, many people are unsuccessful in sales because they do not have the ability to put their own needs before anyone else's interests.

Accepted Answer

A) True 
 B)False

Question 7

Abraham is a salesperson for a company that manufactures patio furniture. Why does Abraham most likely mail his retail customers birthday, holiday and special occasion cards containing seed packs?

Accepted Answer

A)  To encode his message of service 
B)  To show appreciation to his customers 
C)  To create word-of-mouth advertising 
D)  To express non-verbal communication 
E)  To meet customers' supply needs 
A)  To encode his message of service 
B)  To show appreciation to his customers 
C)  To create word-of-mouth advertising 
D)  To express non-verbal communication 
E)  To meet customers' supply needs

Question 8

What is customer satisfaction? Explain how it leads to customer retention.

Accepted Answer

Customer satisfaction refers to the feel

Question 9

Imagine that you are selling plumbing supplies to buyers at a do-it-yourself chain of stores. When you have converted a prospect into a customer, you should:

Accepted Answer

A)  reduce your account penetration. 
B)  leave the customer alone unless you have a new product. 
C)  avoid involvement in small complaints between your customer and your company's accounting department. 
D)  always do what you say you will. 
E)  expect to be treated very well when you make a sales call. 
A)  reduce your account penetration. 
B)  leave the customer alone unless you have a new product. 
C)  avoid involvement in small complaints between your customer and your company's accounting department. 
D)  always do what you say you will. 
E)  expect to be treated very well when you make a sales call.

Question 10

As a salesperson, part of your job in handling a customer complaint is to do all of the following EXCEPT:

Accepted Answer

A)  obtaining as much relevant information from your customer as you can. 
B)  expressing sincere regret for the problem. 
C)  handling the complaint quickly. 
D)  following up to make sure the customer is satisfied. 
E)  pointing out that they are getting better service compared to the competition. 
A)  obtaining as much relevant information from your customer as you can. 
B)  expressing sincere regret for the problem. 
C)  handling the complaint quickly. 
D)  following up to make sure the customer is satisfied. 
E)  pointing out that they are getting better service compared to the competition.

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. 
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

What are the elements in the circular relationship for managing a sales call?

Accepted Answer

The elements are planning, imp

Question 13

________ are people whose names you know, whom you see occasionally and of whom you may know little about even if you've known them for a long time.

Accepted Answer

A)  Intimate friends 
B)  Strategic alliances 
C)  Friends 
D)  Acquaintances 
E)  Companions 
A)  Intimate friends 
B)  Strategic alliances 
C)  Friends 
D)  Acquaintances 
E)  Companions

Question 14

What are the five action steps a salesperson should focus on during a service recovery process?

Accepted Answer

A salesperson should focus on what actio

Question 15

In a relationship, trust increases and wisdom decreases over time.

Accepted Answer

A) True 
 B)False

Question 16

Why does the author say that salespeople should dress in armor?

Accepted Answer

A)  To deal with rejection 
B)  To handle customer complaints 
C)  To create an open, friendly environment 
D)  To deal with the ethical dilemmas that occur in sales 
E)  To increase account response rates and customer referrals 
A)  To deal with rejection 
B)  To handle customer complaints 
C)  To create an open, friendly environment 
D)  To deal with the ethical dilemmas that occur in sales 
E)  To increase account response rates and customer referrals

Question 17

The customer should be given the benefit of doubt even if the salesperson feels that the customer is dishonest.

Accepted Answer

A) True 
 B)False

Question 18

Sales wisdom comes from:

Accepted Answer

A)  the realization that the purpose of selling is to help and honor people. 
B)  an understanding of the importance of long-term account penetration. 
C)  the belief that customers are always right even when they are not. 
D)  the development of business networks and friendships. 
E)  a pursuit of selling to increase commission rates. 
A)  the realization that the purpose of selling is to help and honor people. 
B)  an understanding of the importance of long-term account penetration. 
C)  the belief that customers are always right even when they are not. 
D)  the development of business networks and friendships. 
E)  a pursuit of selling to increase commission rates.

Question 19

Customer service refers to the activities and programs the seller provides to make the relationship satisfying for the customer.

Accepted Answer

A) True 
 B)False

Question 20

The first step of the professional sales call is to analyze the prospect's needs.

Accepted Answer

A) True 
 B)False

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

A salesperson who provides a client with money-saving products and problem-solving ideas is serving the role of:

A(n) ________ is a short, wise, easy to learn saying that calls a salesperson to think and act.

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

Which of the following is NOT a reason why a customer might be dissatisfied with a product?

According to the authors, many people are unsuccessful in sales because they do not have the ability to put their own needs before anyone else's interests.

Abraham is a salesperson for a company that manufactures patio furniture. Why does Abraham most likely mail his retail customers birthday, holiday and special occasion cards containing seed packs?

What is customer satisfaction? Explain how it leads to customer retention.

Imagine that you are selling plumbing supplies to buyers at a do-it-yourself chain of stores. When you have converted a prospect into a customer, you should:

As a salesperson, part of your job in handling a customer complaint is to do all of the following EXCEPT:

Customer satisfaction refers to:

What are the elements in the circular relationship for managing a sales call?

________ are people whose names you know, whom you see occasionally and of whom you may know little about even if you've known them for a long time.

What are the five action steps a salesperson should focus on during a service recovery process?

In a relationship, trust increases and wisdom decreases over time.

Why does the author say that salespeople should dress in armor?

The customer should be given the benefit of doubt even if the salesperson feels that the customer is dishonest.

Sales wisdom comes from:

Customer service refers to the activities and programs the seller provides to make the relationship satisfying for the customer.

The first step of the professional sales call is to analyze the prospect's needs.

The Life, Times, and Career of the Professional Salesperson

Ethics First -Then Customer Relationships

The Psychology of Selling: Why People Buy

Communication for Relationship Building: Its Not All Talk

Sales Knowledge: Customers, Products, Technologies

Prospectingthe Lifeblood of Selling

Planning the Sales Call Is a Must

Carefully Select Which Sales Presentation Method to Use

Begin Your Presentation Strategically

Elements of a Great Sales Presentation

Welcome Your Prospects Objections

Closing Begins the Relationship

Time, Territory, and Self-Management: Keys to Success

Filters

Exam 13: Service and Follow-Up for Customer Retention

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

A salesperson who provides a client with money-saving products and problem-solving ideas is serving the role of:

A(n) ________ is a short, wise, easy to learn saying that calls a salesperson to think and act.

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

Which of the following is NOT a reason why a customer might be dissatisfied with a product?

According to the authors, many people are unsuccessful in sales because they do not have the ability to put their own needs before anyone else's interests.

Abraham is a salesperson for a company that manufactures patio furniture. Why does Abraham most likely mail his retail customers birthday, holiday and special occasion cards containing seed packs?

What is customer satisfaction? Explain how it leads to customer retention.

Imagine that you are selling plumbing supplies to buyers at a do-it-yourself chain of stores. When you have converted a prospect into a customer, you should:

As a salesperson, part of your job in handling a customer complaint is to do all of the following EXCEPT:

Customer satisfaction refers to:

What are the elements in the circular relationship for managing a sales call?

________ are people whose names you know, whom you see occasionally and of whom you may know little about even if you've known them for a long time.

What are the five action steps a salesperson should focus on during a service recovery process?

In a relationship, trust increases and wisdom decreases over time.

Why does the author say that salespeople should dress in armor?

The customer should be given the benefit of doubt even if the salesperson feels that the customer is dishonest.

Sales wisdom comes from:

Customer service refers to the activities and programs the seller provides to make the relationship satisfying for the customer.

The first step of the professional sales call is to analyze the prospect's needs.

The Life, Times, and Career of the Professional Salesperson

Ethics First -Then Customer Relationships

The Psychology of Selling: Why People Buy

Communication for Relationship Building: Its Not All Talk

Sales Knowledge: Customers, Products, Technologies

Prospectingthe Lifeblood of Selling

Planning the Sales Call Is a Must

Carefully Select Which Sales Presentation Method to Use

Begin Your Presentation Strategically

Elements of a Great Sales Presentation

Welcome Your Prospects Objections

Closing Begins the Relationship

Time, Territory, and Self-Management: Keys to Success

Filters