Question 1

Satisfied customers can help salespeople in making new sales.

Accepted Answer

A) True 
 B)False

Question 2

Companies use products, prices, and service to facilitate relationship marketing.

Accepted Answer

A) True 
 B)False

Question 3

Define customer service.

Accepted Answer

Customer service refers to the

Question 4

A salesperson would most likely refuse to handle a complaint if the:

Accepted Answer

A)  customer is wrong. 
B)  customer is being dishonest. 
C)  customer complaint is about discounts. 
D)  customer says that the product delivered is unsalable. 
E)  customer complains that the quality of the product is low. 
A)  customer is wrong. 
B)  customer is being dishonest. 
C)  customer complaint is about discounts. 
D)  customer says that the product delivered is unsalable. 
E)  customer complains that the quality of the product is low.

Question 5

Which of the following statements about wisdom and knowledge is true?

Accepted Answer

A)  Wisdom means having all the facts needed to make sales. 
B)  Knowledge is only acquired through experiential learning. 
C)  Knowledge refers to the possession of facts. 
D)  Knowledge refers to the usage of facts. 
E)  Wisdom and knowledge are the same. 
A)  Wisdom means having all the facts needed to make sales. 
B)  Knowledge is only acquired through experiential learning. 
C)  Knowledge refers to the possession of facts. 
D)  Knowledge refers to the usage of facts. 
E)  Wisdom and knowledge are the same.

Question 6

Which level of customer relationship marketing can be related to an intimate friendship?

Accepted Answer

Partnering in relati

Question 7

Hughes Browning sells a waste disposal system that is used in hospitals, nursing homes, and places where the transfer of bodily fluids is a concern. Hughes maintains contact with different levels of people in his customer's business and discusses the product with all of them. This behavior of Hughes can be termed as:

Accepted Answer

A)  total account management. 
B)  total sales management. 
C)  account penetration. 
D)  contact management. 
E)  supply chain management. 
A)  total account management. 
B)  total sales management. 
C)  account penetration. 
D)  contact management. 
E)  supply chain management.

Question 8

Which type of relationship involves a medium degree of trust and wisdom?

Accepted Answer

A)  Formal contacts 
B)  Intimate friends 
C)  Friends 
D)  Acquaintances 
E)  Associates 
A)  Formal contacts 
B)  Intimate friends 
C)  Friends 
D)  Acquaintances 
E)  Associates

Question 9

According to the text, wisdom and knowledge are synonyms.

Accepted Answer

A) True 
 B)False

Question 10

When the office supply salesperson loses an account to a competitor, he should:

Accepted Answer

A)  treat the former customer like a prospect. 
B)  quit contacting the customer. 
C)  point out problems with the competitor's products. 
D)  show the customer that he takes the action personally. 
E)  be curt and refuse to talk to the customer or others at the firm. 
A)  treat the former customer like a prospect. 
B)  quit contacting the customer. 
C)  point out problems with the competitor's products. 
D)  show the customer that he takes the action personally. 
E)  be curt and refuse to talk to the customer or others at the firm.

Question 11

Service is the next to last step of the selling process.

Accepted Answer

A) True 
 B)False

Question 12

Anita Ramirez, a florist, sends e-mails to customers to make sure that the flowers they ordered were fresh and delivered on time. Anita is most likely engaging in:

Accepted Answer

A)  transaction selling. 
B)  Partnership/consultative selling. 
C)  relationship selling. 
D)  strategic marketing. 
E)  benefit marketing. 
A)  transaction selling. 
B)  Partnership/consultative selling. 
C)  relationship selling. 
D)  strategic marketing. 
E)  benefit marketing.

Question 13

What does the response function of the customer to the salesperson's calls signify?

Accepted Answer

The most productive number of calls is r

Question 14

The follow-up step involves determining what else the customer can do to improve the selling process.

Accepted Answer

A) True 
 B)False

Question 15

Discuss how sales technology such as CRM system and social media tools enable salespeople performing post-sales service behaviors?

Accepted Answer

CRM technology and social media tools he

Question 16

After losing a client to a competitor, a salesperson should strive to:

Accepted Answer

A)  call the customer every day to schedule a sales presentation. 
B)  criticize competitors during a meeting with the customer. 
C)  request an arbitrator to negotiate a new contract. 
D)  determine the reason for losing the account. 
E)  categorize the client as an orphan account. 
A)  call the customer every day to schedule a sales presentation. 
B)  criticize competitors during a meeting with the customer. 
C)  request an arbitrator to negotiate a new contract. 
D)  determine the reason for losing the account. 
E)  categorize the client as an orphan account.

Question 17

A good relationship with the client can be maintained if the:

Accepted Answer

A)  client takes full control. 
B)  client outdoes the salesperson. 
C)  salesperson outdoes the client. 
D)  salesperson changes the client's mind on issues. 
E)  roles and expectations of each person are defined. 
A)  client takes full control. 
B)  client outdoes the salesperson. 
C)  salesperson outdoes the client. 
D)  salesperson changes the client's mind on issues. 
E)  roles and expectations of each person are defined.

Question 18

Caring for people is the beginning of sales wisdom.

Accepted Answer

A) True 
 B)False

Question 19

Time invested in an account by a salesperson should be directly proportional to the:

Accepted Answer

A)  number of complaints the customer has. 
B)  potential sales represented by the account. 
C)  number of products the company manufactures. 
D)  turnover experienced by the customer. 
E)  price of the product or service. 
A)  number of complaints the customer has. 
B)  potential sales represented by the account. 
C)  number of products the company manufactures. 
D)  turnover experienced by the customer. 
E)  price of the product or service.

Question 20

Rick Lee is a milk deliveryman in the U.S. He delivers milk, eggs, cottage cheese and orange juice to 200 regular customers weekly. Imagine that after he made a predawn delivery, a dog spilled the milk and broke the eggs. When the customer calls to complain, Lee should:

Accepted Answer

A)  blame the dog. 
B)  ignore the complaint. 
C)  replace the food quickly. 
D)  call local animal control. 
E)  refer the customer to another dairy firm. 
A)  blame the dog. 
B)  ignore the complaint. 
C)  replace the food quickly. 
D)  call local animal control. 
E)  refer the customer to another dairy firm.

Satisfied customers can help salespeople in making new sales.

Companies use products, prices, and service to facilitate relationship marketing.

Define customer service.

A salesperson would most likely refuse to handle a complaint if the:

Which of the following statements about wisdom and knowledge is true?

Which level of customer relationship marketing can be related to an intimate friendship?

Which type of relationship involves a medium degree of trust and wisdom?

According to the text, wisdom and knowledge are synonyms.

When the office supply salesperson loses an account to a competitor, he should:

Service is the next to last step of the selling process.

Anita Ramirez, a florist, sends e-mails to customers to make sure that the flowers they ordered were fresh and delivered on time. Anita is most likely engaging in:

What does the response function of the customer to the salesperson's calls signify?

The follow-up step involves determining what else the customer can do to improve the selling process.

Discuss how sales technology such as CRM system and social media tools enable salespeople performing post-sales service behaviors?

After losing a client to a competitor, a salesperson should strive to:

A good relationship with the client can be maintained if the:

Caring for people is the beginning of sales wisdom.

Time invested in an account by a salesperson should be directly proportional to the:

Rick Lee is a milk deliveryman in the U.S. He delivers milk, eggs, cottage cheese and orange juice to 200 regular customers weekly. Imagine that after he made a predawn delivery, a dog spilled the milk and broke the eggs. When the customer calls to complain, Lee should:

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

Satisfied customers can help salespeople in making new sales.

Companies use products, prices, and service to facilitate relationship marketing.

Define customer service.

A salesperson would most likely refuse to handle a complaint if the:

Which of the following statements about wisdom and knowledge is true?

Which level of customer relationship marketing can be related to an intimate friendship?

Which type of relationship involves a medium degree of trust and wisdom?

According to the text, wisdom and knowledge are synonyms.

When the office supply salesperson loses an account to a competitor, he should:

Service is the next to last step of the selling process.

Anita Ramirez, a florist, sends e-mails to customers to make sure that the flowers they ordered were fresh and delivered on time. Anita is most likely engaging in:

What does the response function of the customer to the salesperson's calls signify?

The follow-up step involves determining what else the customer can do to improve the selling process.

Discuss how sales technology such as CRM system and social media tools enable salespeople performing post-sales service behaviors?

After losing a client to a competitor, a salesperson should strive to:

A good relationship with the client can be maintained if the:

Caring for people is the beginning of sales wisdom.

Time invested in an account by a salesperson should be directly proportional to the:

Rick Lee is a milk deliveryman in the U.S. He delivers milk, eggs, cottage cheese and orange juice to 200 regular customers weekly. Imagine that after he made a predawn delivery, a dog spilled the milk and broke the eggs. When the customer calls to complain, Lee should:

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