Question 1

As a relationship grows:

Accepted Answer

A)  trust increases and wisdom decreases. 
B)  trust decreases and wisdom increases. 
C)  trust and wisdom increase. 
D)  trust and wisdom decrease. 
E)  trust and wisdom remain the same. 
A)  trust increases and wisdom decreases. 
B)  trust decreases and wisdom increases. 
C)  trust and wisdom increase. 
D)  trust and wisdom decrease. 
E)  trust and wisdom remain the same.

Question 2

A survey of purchasing agents shows that professional buyers believe it is important for salespeople to do all of the following EXCEPT:

Accepted Answer

A)  preparation for sales calls. 
B)  follow up after the sale. 
C)  diplomacy in dealing operating departments. 
D)  use high-pressure sales tactics. 
E)  willingness to go to bat for the buyer within supplier's firm. 
A)  preparation for sales calls. 
B)  follow up after the sale. 
C)  diplomacy in dealing operating departments. 
D)  use high-pressure sales tactics. 
E)  willingness to go to bat for the buyer within supplier's firm.

Question 3

How should a salesperson respond to a loss of sale or the loss of an entire account to a competitor?

Accepted Answer

A)  Criticize the competition's product that the customer has bought. 
B)  Tell the customer that the other company makes poor products. 
C)  Tell the customer how unethical the competitor is. 
D)  Thank the customer for past business dealings. 
E)  Stop calling the account entirely. 
A)  Criticize the competition's product that the customer has bought. 
B)  Tell the customer that the other company makes poor products. 
C)  Tell the customer how unethical the competitor is. 
D)  Thank the customer for past business dealings. 
E)  Stop calling the account entirely.

Question 4

In order to satisfy customers, companies offer customer services such as warranties, credit, speedy delivery, and gift wrapping.

Accepted Answer

A) True 
 B)False

Question 5

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

Accepted Answer

A) True 
 B)False

Question 6

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

Accepted Answer

A)  Preapproach, presentation, and close. 
B)  Approach, presentation, and close. 
C)  Planning, implementation, and documentation. 
D)  Planning, implementation, and evaluation. 
E)  Presentation, close, and follow up. 
A)  Preapproach, presentation, and close. 
B)  Approach, presentation, and close. 
C)  Planning, implementation, and documentation. 
D)  Planning, implementation, and evaluation. 
E)  Presentation, close, and follow up.

Question 7

Perceived purchase satisfaction is:

Accepted Answer

A)  the salesperson's product perception. 
B)  a positive feeling towards the product. 
C)  based on actual product performance and customer service. 
D)  the difference between product expectation and actual experience. 
E)  the expected satisfaction level of a product at a particular design stage. 
A)  the salesperson's product perception. 
B)  a positive feeling towards the product. 
C)  based on actual product performance and customer service. 
D)  the difference between product expectation and actual experience. 
E)  the expected satisfaction level of a product at a particular design stage.

Question 8

A buyer and seller who are at the first stage of business friendship are called acquaintances.

Accepted Answer

A) True 
 B)False

Question 9

The electrical parts salesperson can respond to the fact that she has lost one of her big accounts to a competitor in all of the following ways EXCEPT:

Accepted Answer

A)  visiting the customer quickly and find out why she changed to a competitor. 
B)  letting the customer know she appreciated the past business she received. 
C)  being curt and refusing to talk to the customer. 
D)  treating the former customer like a prospect. 
E)  telling the customer she can meet future needs. 
A)  visiting the customer quickly and find out why she changed to a competitor. 
B)  letting the customer know she appreciated the past business she received. 
C)  being curt and refusing to talk to the customer. 
D)  treating the former customer like a prospect. 
E)  telling the customer she can meet future needs.

Question 10

Customers often visit social media platforms such as Facebook and LinkedIn to post their grievances and expect the selling organizations to respond quickly.

Accepted Answer

A) True 
 B)False

Question 11

Rick Lee, a milk deliveryman in New York, delivers dairy products to 200 customers weekly. The quality of the service Rick provides to his customers is based on customer expectations. All of the following determine the expectations of Rick's customers EXCEPT:

Accepted Answer

A)  customer needs for fresh milk delivered weekly. 
B)  customer experiences with milk from a grocery store. 
C)  Rick's ability to provide the anticipated dairy products. 
D)  word-of-mouth comments about Rick's product and service. 
E)  changing shifts in demand for local produce and dairy products. 
A)  customer needs for fresh milk delivered weekly. 
B)  customer experiences with milk from a grocery store. 
C)  Rick's ability to provide the anticipated dairy products. 
D)  word-of-mouth comments about Rick's product and service. 
E)  changing shifts in demand for local produce and dairy products.

Question 12

What is a business acquaintance?

Accepted Answer

Acquaintances are people whose

Question 13

What is the most basic level of customer relationship marketing?

Accepted Answer

A)  Transaction selling 
B)  Relationship selling 
C)  Account selling 
D)  Networking 
E)  Partnering/consultative selling 
A)  Transaction selling 
B)  Relationship selling 
C)  Account selling 
D)  Networking 
E)  Partnering/consultative selling

Question 14

Describe the three levels of relationship marketing.

Accepted Answer

Transaction selling: The salesperson sel

Question 15

What are the three Fs of selling?

Accepted Answer

A)  FAB, fluctuations, and forecasts. 
B)  Forecasts, FAB, and finances. 
C)  Faith, focus, and follow-through. 
D)  Fundamentals, features, and follow-up. 
E)  Fundamentals, forecasts, and the Four Ps. 
A)  FAB, fluctuations, and forecasts. 
B)  Forecasts, FAB, and finances. 
C)  Faith, focus, and follow-through. 
D)  Fundamentals, features, and follow-up. 
E)  Fundamentals, forecasts, and the Four Ps.

Question 16

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. 
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 17

A salesperson may use the sales technology to track a customer's inbound calls that ask for support and thus help resolve a service issue.

Accepted Answer

A) True 
 B)False

Question 18

Which of the following is NOT an example of a proverb of sales wisdom?

Accepted Answer

A)  Customer choice between suppliers has never been greater. 
B)  It is always easier to sell to a satisfied customer than an unsatisfied one. 
C)  The cost of acquiring a new customer is lower than keeping a present customer. 
D)  Like a ripple in water, satisfied customers will tell others about their positive experiences. 
E)  You do business with the one you trust and you trust the one you know. 
A)  Customer choice between suppliers has never been greater. 
B)  It is always easier to sell to a satisfied customer than an unsatisfied one. 
C)  The cost of acquiring a new customer is lower than keeping a present customer. 
D)  Like a ripple in water, satisfied customers will tell others about their positive experiences. 
E)  You do business with the one you trust and you trust the one you know.

Question 19

Clearwater Hampers is a small British company that sells luxury food and drink in various combinations in picnic hampers. Food and wine are seen as classic, fail-safe gifts in a market where present-buying is increasingly tricky. Corporate customers, both in the United Kingdom and abroad, are important to the business. Clearwater has had several orders for more than a quarter of a million dollars. The company's leading salesperson is Peter Austin, who sees his company "as a service company rather than a food and drink business. Our priority is to get the hampers out on time, filled with the right products." Austin often checks to see if his customers are satisfied with his service. For one customer, Austin was asked to include a plastic piggy bank in each hamper. Austin purchased the piggy banks from ABC Gifts and included them in the hampers. Clearwater Hampers does not plan to purchase piggy banks in the future, so the ABC Gifts salesperson most likely engaged in:

Accepted Answer

A)  relationship selling. 
B)  direct selling. 
C)  transaction selling. 
D)  transformational selling. 
E)  partnering/consultative selling. 
A)  relationship selling. 
B)  direct selling. 
C)  transaction selling. 
D)  transformational selling. 
E)  partnering/consultative selling.

Question 20

Clearwater Hampers is a small British company that sells luxury food and drink in various combinations in picnic hampers. Food and wine are seen as classic, fail-safe gifts in a market where present-buying is increasingly tricky. Corporate customers, both in the United Kingdom and abroad, are important to the business. Clearwater has had several orders for more than a quarter of a million dollars. The company's leading salesperson is Peter Austin, who sees his company "as a service company rather than a food and drink business. Our priority is to get the hampers out on time, filled with the right products." Austin often checks to see if his customers are satisfied with his service. 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. 
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.

As a relationship grows:

A survey of purchasing agents shows that professional buyers believe it is important for salespeople to do all of the following EXCEPT:

How should a salesperson respond to a loss of sale or the loss of an entire account to a competitor?

In order to satisfy customers, companies offer customer services such as warranties, credit, speedy delivery, and gift wrapping.

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

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

Perceived purchase satisfaction is:

A buyer and seller who are at the first stage of business friendship are called acquaintances.

The electrical parts salesperson can respond to the fact that she has lost one of her big accounts to a competitor in all of the following ways EXCEPT:

Customers often visit social media platforms such as Facebook and LinkedIn to post their grievances and expect the selling organizations to respond quickly.

Rick Lee, a milk deliveryman in New York, delivers dairy products to 200 customers weekly. The quality of the service Rick provides to his customers is based on customer expectations. All of the following determine the expectations of Rick's customers EXCEPT:

What is a business acquaintance?

What is the most basic level of customer relationship marketing?

Describe the three levels of relationship marketing.

What are the three Fs of selling?

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

A salesperson may use the sales technology to track a customer's inbound calls that ask for support and thus help resolve a service issue.

Which of the following is NOT an example of a proverb of sales wisdom?

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

As a relationship grows:

A survey of purchasing agents shows that professional buyers believe it is important for salespeople to do all of the following EXCEPT:

How should a salesperson respond to a loss of sale or the loss of an entire account to a competitor?

In order to satisfy customers, companies offer customer services such as warranties, credit, speedy delivery, and gift wrapping.

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

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

Perceived purchase satisfaction is:

A buyer and seller who are at the first stage of business friendship are called acquaintances.

The electrical parts salesperson can respond to the fact that she has lost one of her big accounts to a competitor in all of the following ways EXCEPT:

Customers often visit social media platforms such as Facebook and LinkedIn to post their grievances and expect the selling organizations to respond quickly.

Rick Lee, a milk deliveryman in New York, delivers dairy products to 200 customers weekly. The quality of the service Rick provides to his customers is based on customer expectations. All of the following determine the expectations of Rick's customers EXCEPT:

What is a business acquaintance?

What is the most basic level of customer relationship marketing?

Describe the three levels of relationship marketing.

What are the three Fs of selling?

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

A salesperson may use the sales technology to track a customer's inbound calls that ask for support and thus help resolve a service issue.

Which of the following is NOT an example of a proverb of sales wisdom?

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