Question 1

________ marketing is based on the idea that important customers require constant attention.

Accepted Answer

A)  Transaction 
B)  Relationship 
C)  Quality 
D)  Transformational 
E)  Partnership 
A)  Transaction 
B)  Relationship 
C)  Quality 
D)  Transformational 
E)  Partnership

Question 2

If a salesperson learns that a customer has been lost to a competitor, it is best to visit the customer and discuss the serious mistake that has been made.

Accepted Answer

A) True 
 B)False

Question 3

What is account penetration? What determines a salesperson's level of account penetration?

Accepted Answer

The ability to work with and contact peo

Question 4

Explain how customer service increases sales for a salesperson. What are some examples of providing excellent customer service?

Accepted Answer

The salesperson increases sales by obtai

Question 5

The most important ingredient in building a lasting friendship is perseverance.

Accepted Answer

A) True 
 B)False

Question 6

Customer relationship marketing is the key to:

Accepted Answer

A)  long-term strategic planning. 
B)  organizational development. 
C)  upholding warranties. 
D)  retaining customers. 
E)  delivering products. 
A)  long-term strategic planning. 
B)  organizational development. 
C)  upholding warranties. 
D)  retaining customers. 
E)  delivering products.

Question 7

The first level of relationship in a business friendship is:

Accepted Answer

A)  associates. 
B)  confidantes. 
C)  companions. 
D)  acquaintances. 
E)  adversaries. 
A)  associates. 
B)  confidantes. 
C)  companions. 
D)  acquaintances. 
E)  adversaries.

Question 8

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. When Austin phones a recipient of one of Clearwater's deluxe hampers to inquire if the picnic basket arrived on time and undamaged, he is engaged in:

Accepted Answer

A)  a parallel referral. 
B)  a post-approach. 
C)  follow-up. 
D)  forestalling. 
E)  cold calling. 
A)  a parallel referral. 
B)  a post-approach. 
C)  follow-up. 
D)  forestalling. 
E)  cold calling.

Question 9

It is said that "The customer is always right." But according to the text the customer is wrong when:

Accepted Answer

A)  demanding fast delivery of a product. 
B)  requesting a refund for damaged goods. 
C)  lodging an unfounded complaint. 
D)  asking for a manufacturer's discount. 
E)  requesting terms that harm the seller. 
A)  demanding fast delivery of a product. 
B)  requesting a refund for damaged goods. 
C)  lodging an unfounded complaint. 
D)  asking for a manufacturer's discount. 
E)  requesting terms that harm the seller.

Question 10

All salespeople suffer losses, either through the loss of a sale or an entire account to a competitor. What can a salesperson do to win back a customer?

Accepted Answer

(1) Visit and investigate. Find out the

Question 11

The three levels of customer relationship marketing are transaction selling, relationship selling, and partnering/consultative selling.

Accepted Answer

A) True 
 B)False

Question 12

You are the salesperson of an FMCG company. One of your retailers tells you to take back some unsalable goods. You are not sure if the customer's claim is honest or not. You do not want to make the retailer unhappy as he brings you good business. How do you tackle this situation?

Accepted Answer

A)  Ask the customer to avoid being dishonest. 
B)  Apologize to the customer and inform him that you are not sure of his claim. 
C)  Give the benefit of doubt to the customer and return the goods. 
D)  Never return the goods if you are not sure that the customer's claim is true. 
E)  Return half the merchandise if the customer is correct. 
A)  Ask the customer to avoid being dishonest. 
B)  Apologize to the customer and inform him that you are not sure of his claim. 
C)  Give the benefit of doubt to the customer and return the goods. 
D)  Never return the goods if you are not sure that the customer's claim is true. 
E)  Return half the merchandise if the customer is correct.

Question 13

A Nike salesperson is informed by a retailer that ten pairs of shoes are damaged and cannot be sold. After looking at the merchandise, the salesperson determines the damage occurred during the packaging process. What should the Nike salesperson do to handle this situation?

Accepted Answer

A)  Apologize to the client and state that the problem will not happen in the future. 
B)  Inform the client that these kinds of losses are common in retail business. 
C)  Try to convince the customer to buy some new merchandise. 
D)  Help the customer dump the unsalable inventory. 
E)  Return the merchandise and provide a refund. 
A)  Apologize to the client and state that the problem will not happen in the future. 
B)  Inform the client that these kinds of losses are common in retail business. 
C)  Try to convince the customer to buy some new merchandise. 
D)  Help the customer dump the unsalable inventory. 
E)  Return the merchandise and provide a refund.

Question 14

According to a survey of purchasing agents, it is most important during a sales call for a professional salesperson to:

Accepted Answer

A)  speak about the competition. 
B)  demonstrate knowledge of the buyer's product line. 
C)  use high-pressure techniques. 
D)  provide a solid marketing plan. 
E)  develop friendships with customers. 
A)  speak about the competition. 
B)  demonstrate knowledge of the buyer's product line. 
C)  use high-pressure techniques. 
D)  provide a solid marketing plan. 
E)  develop friendships with customers.

Question 15

All of the following represent the best practices to excellent post-sales service EXCEPT:

Accepted Answer

A)  Understand the policies of the buying firm. 
B)  Coordinate the needed resources (within the salesperson's firm) to enable excellent execution. 
C)  Continually learn about the customer's business. 
D)  Avoid any communication related to changes to product, pricing, delivery, etc. 
E)  Follow-up with the buyer. 
A)  Understand the policies of the buying firm. 
B)  Coordinate the needed resources (within the salesperson's firm) to enable excellent execution. 
C)  Continually learn about the customer's business. 
D)  Avoid any communication related to changes to product, pricing, delivery, etc. 
E)  Follow-up with the buyer.

Question 16

When determining how frequently to call a customer, a salesperson should primarily base the decision on the relationship between sales volume and sales calls, which is known as the:

Accepted Answer

A)  prospecting component. 
B)  sales investment factor. 
C)  account penetration. 
D)  response function. 
E)  opportunity cost. 
A)  prospecting component. 
B)  sales investment factor. 
C)  account penetration. 
D)  response function. 
E)  opportunity cost.

Question 17

All of the following are ways a salesperson can win back a lost customer EXCEPT:

Accepted Answer

A)  visiting and investigating. 
B)  being professional. 
C)  being courteous. 
D)  prodding and criticizing. 
E)  calling frequently. 
A)  visiting and investigating. 
B)  being professional. 
C)  being courteous. 
D)  prodding and criticizing. 
E)  calling frequently.

Question 18

The most productive number of sales calls to make on a customer has been reached when:

Accepted Answer

A)  additional calls do not result in additional sales. 
B)  demand equals supply. 
C)  the customer has purchased a product. 
D)  the salesperson is working five full days per week. 
E)  the total cost of sales calls equals the value of the business from that customer. 
A)  additional calls do not result in additional sales. 
B)  demand equals supply. 
C)  the customer has purchased a product. 
D)  the salesperson is working five full days per week. 
E)  the total cost of sales calls equals the value of the business from that customer.

Question 19

You are a home appliance salesperson. One of your customers wants his television to be repaired on a holiday, but the company service manager is on vacation. The company regulations say that without written consent from the service manager, service engineers are not allowed to work on holidays. How would you handle this situation?

Accepted Answer

A)  Inform the customer that the company policies are against such a service. 
B)  Try to obtain approval by phone from the service manager or a higher authority. 
C)  Advise the customer to seek the help of a freelance service person. 
D)  Ignore the customer's request until the service manager returns. 
E)  Provide service without approval and without pay. 
A)  Inform the customer that the company policies are against such a service. 
B)  Try to obtain approval by phone from the service manager or a higher authority. 
C)  Advise the customer to seek the help of a freelance service person. 
D)  Ignore the customer's request until the service manager returns. 
E)  Provide service without approval and without pay.

Question 20

By sending greeting cards, the salesperson shows his appreciation for the customer's business.

Accepted Answer

A) True 
 B)False

________ marketing is based on the idea that important customers require constant attention.

If a salesperson learns that a customer has been lost to a competitor, it is best to visit the customer and discuss the serious mistake that has been made.

What is account penetration? What determines a salesperson's level of account penetration?

Explain how customer service increases sales for a salesperson. What are some examples of providing excellent customer service?

The most important ingredient in building a lasting friendship is perseverance.

Customer relationship marketing is the key to:

The first level of relationship in a business friendship is:

It is said that "The customer is always right." But according to the text the customer is wrong when:

All salespeople suffer losses, either through the loss of a sale or an entire account to a competitor. What can a salesperson do to win back a customer?

The three levels of customer relationship marketing are transaction selling, relationship selling, and partnering/consultative selling.

You are the salesperson of an FMCG company. One of your retailers tells you to take back some unsalable goods. You are not sure if the customer's claim is honest or not. You do not want to make the retailer unhappy as he brings you good business. How do you tackle this situation?

A Nike salesperson is informed by a retailer that ten pairs of shoes are damaged and cannot be sold. After looking at the merchandise, the salesperson determines the damage occurred during the packaging process. What should the Nike salesperson do to handle this situation?

According to a survey of purchasing agents, it is most important during a sales call for a professional salesperson to:

All of the following represent the best practices to excellent post-sales service EXCEPT:

When determining how frequently to call a customer, a salesperson should primarily base the decision on the relationship between sales volume and sales calls, which is known as the:

All of the following are ways a salesperson can win back a lost customer EXCEPT:

The most productive number of sales calls to make on a customer has been reached when:

By sending greeting cards, the salesperson shows his appreciation for the customer's business.

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

________ marketing is based on the idea that important customers require constant attention.

If a salesperson learns that a customer has been lost to a competitor, it is best to visit the customer and discuss the serious mistake that has been made.

What is account penetration? What determines a salesperson's level of account penetration?

Explain how customer service increases sales for a salesperson. What are some examples of providing excellent customer service?

The most important ingredient in building a lasting friendship is perseverance.

Customer relationship marketing is the key to:

The first level of relationship in a business friendship is:

It is said that "The customer is always right." But according to the text the customer is wrong when:

All salespeople suffer losses, either through the loss of a sale or an entire account to a competitor. What can a salesperson do to win back a customer?

The three levels of customer relationship marketing are transaction selling, relationship selling, and partnering/consultative selling.

You are the salesperson of an FMCG company. One of your retailers tells you to take back some unsalable goods. You are not sure if the customer's claim is honest or not. You do not want to make the retailer unhappy as he brings you good business. How do you tackle this situation?

A Nike salesperson is informed by a retailer that ten pairs of shoes are damaged and cannot be sold. After looking at the merchandise, the salesperson determines the damage occurred during the packaging process. What should the Nike salesperson do to handle this situation?

According to a survey of purchasing agents, it is most important during a sales call for a professional salesperson to:

All of the following represent the best practices to excellent post-sales service EXCEPT:

When determining how frequently to call a customer, a salesperson should primarily base the decision on the relationship between sales volume and sales calls, which is known as the:

All of the following are ways a salesperson can win back a lost customer EXCEPT:

The most productive number of sales calls to make on a customer has been reached when:

By sending greeting cards, the salesperson shows his appreciation for the customer's business.

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