Exam 9: Expanding Customer Relationships

Grace is a salesperson for a software developing company.She makes it a point to know at least three influential people in each of her customers' companies that can influence purchase decisions.In this scenario,which of the four sequential components of effective follow-up is Grace utilizing?

Free

(Multiple Choice)

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Question 1

Correct Answer:

Verified

Customer training does not require the assistance of a company trainer or engineer if the product is technical.

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(True/False)

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Question 2

Correct Answer:

Verified

False

Many customers feel neglected once they place an order with a company because the salesperson has many new customers and is not as attentive as he or she was previously.

Free

(True/False)

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Question 3

Correct Answer:

Verified

True

An organization's dedicated and proprietary computer network offering password-controlled access to people within and outside the organization is referred to as a(n)_________.

(Short Answer)

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Question 4

_________ are brief moments that occur whenever a customer comes into contact with a salesperson,the training staff,installers,field engineers,or service personnel and has an opportunity to form an impression.

(Short Answer)

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Question 5

Mel is a salesperson for a technology services company.He is looking for ways to increase cooperation and involvement between his organization and his buyer's organizations.Which of the following activities would be ideal to help Mel achieve this?

(Multiple Choice)

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Question 6

For many salespeople,the core products that they are selling provide the same features and benefits as those of their competitors.Which of the following statements is true regarding this sort of competitive environment?

(Multiple Choice)

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Question 7

One way for a selling firm to create a stronger bond with its customers is to host social engagements with them.

(True/False)

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Question 8

_________ is the process of improving a product or service for the customer.

(Short Answer)

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Question 9

Susan always asks her customers to be candid with her,especially when it comes to their satisfaction.She wants her customers to be honest about how they feel regarding each of the services they avail from her company.In this scenario,Susan:

(Multiple Choice)

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Question 10

Which of the following is a reason for the importance of assessing customer satisfaction?

(Multiple Choice)

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Question 11

Glenn is a salesperson for a beer and wine distributor.One of his customers stated that she is unhappy because her last order contained several broken bottles and was not delivered on time.Which of the following should Glenn do after expressing empathy and taking responsibility for the problem?

(Multiple Choice)

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Question 12

Companies host week-long training sessions,seminars,and social engagements with their customers exclusively to ensure a sales commitment.

(True/False)

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Question 13

Customers do not care about slogans and service claims until something happens to them.

(True/False)

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Question 14

To gain a competitive edge,salespeople train only one person as stated in the sales terms.

(True/False)

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Question 15

According to the specific components designed for effective salesperson follow-up,_________ refers to the salesperson applying relevant understanding and insight to create value-added interactions.

(Short Answer)

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Question 16

Jake is a salesperson for a corporate jet manufacturer.From experience,Jake knows that most customers will have questions or concerns after placing an order.Which of the following post-sale follow-up methods is the best way for Jake to provide useful information to his customers?

(Multiple Choice)

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Question 17

The four sequential components of effective follow-up include interact,_________,know,and relate.

(Short Answer)

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Question 18

Long-term relationships are formed between a buyer and a salesperson when:

(Multiple Choice)

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Question 19

Ethan is a salesperson for an industrial equipment manufacturer.Once a prospect becomes a new customer,Ethan looks for ways to improve the products and services that his company provides for them in order to convert a new customer into a loyal customer.In other words,Ethan looks for ways to:

(Multiple Choice)

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Question 20

Showing 1 - 20 of 58

Grace is a salesperson for a software developing company.She makes it a point to know at least three influential people in each of her customers' companies that can influence purchase decisions.In this scenario,which of the four sequential components of effective follow-up is Grace utilizing?

Customer training does not require the assistance of a company trainer or engineer if the product is technical.

Many customers feel neglected once they place an order with a company because the salesperson has many new customers and is not as attentive as he or she was previously.

An organization's dedicated and proprietary computer network offering password-controlled access to people within and outside the organization is referred to as a(n)_________.

_________ are brief moments that occur whenever a customer comes into contact with a salesperson,the training staff,installers,field engineers,or service personnel and has an opportunity to form an impression.

Mel is a salesperson for a technology services company.He is looking for ways to increase cooperation and involvement between his organization and his buyer's organizations.Which of the following activities would be ideal to help Mel achieve this?

For many salespeople,the core products that they are selling provide the same features and benefits as those of their competitors.Which of the following statements is true regarding this sort of competitive environment?

One way for a selling firm to create a stronger bond with its customers is to host social engagements with them.

_________ is the process of improving a product or service for the customer.

Susan always asks her customers to be candid with her,especially when it comes to their satisfaction.She wants her customers to be honest about how they feel regarding each of the services they avail from her company.In this scenario,Susan:

Which of the following is a reason for the importance of assessing customer satisfaction?

Glenn is a salesperson for a beer and wine distributor.One of his customers stated that she is unhappy because her last order contained several broken bottles and was not delivered on time.Which of the following should Glenn do after expressing empathy and taking responsibility for the problem?

Companies host week-long training sessions,seminars,and social engagements with their customers exclusively to ensure a sales commitment.

Customers do not care about slogans and service claims until something happens to them.

To gain a competitive edge,salespeople train only one person as stated in the sales terms.

According to the specific components designed for effective salesperson follow-up,_________ refers to the salesperson applying relevant understanding and insight to create value-added interactions.

Jake is a salesperson for a corporate jet manufacturer.From experience,Jake knows that most customers will have questions or concerns after placing an order.Which of the following post-sale follow-up methods is the best way for Jake to provide useful information to his customers?

The four sequential components of effective follow-up include interact,_________,know,and relate.

Long-term relationships are formed between a buyer and a salesperson when:

Ethan is a salesperson for an industrial equipment manufacturer.Once a prospect becomes a new customer,Ethan looks for ways to improve the products and services that his company provides for them in order to convert a new customer into a loyal customer.In other words,Ethan looks for ways to:

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 Communication Value

Addressing Concerns and Earning Commitment

Adding Value: Self-Leadership and Teamwork

Filters

Exam 9: Expanding Customer Relationships

Grace is a salesperson for a software developing company.She makes it a point to know at least three influential people in each of her customers' companies that can influence purchase decisions.In this scenario,which of the four sequential components of effective follow-up is Grace utilizing?​

Customer training does not require the assistance of a company trainer or engineer if the product is technical.​

Many customers feel neglected once they place an order with a company because the salesperson has many new customers and is not as attentive as he or she was previously.​

An organization's dedicated and proprietary computer network offering password-controlled access to people within and outside the organization is referred to as a(n)_________.​

_________ are brief moments that occur whenever a customer comes into contact with a salesperson,the training staff,installers,field engineers,or service personnel and has an opportunity to form an impression.​

Mel is a salesperson for a technology services company.He is looking for ways to increase cooperation and involvement between his organization and his buyer's organizations.Which of the following activities would be ideal to help Mel achieve this?​

For many salespeople,the core products that they are selling provide the same features and benefits as those of their competitors.Which of the following statements is true regarding this sort of competitive environment?​

One way for a selling firm to create a stronger bond with its customers is to host social engagements with them.​

_________ is the process of improving a product or service for the customer.​

Susan always asks her customers to be candid with her,especially when it comes to their satisfaction.She wants her customers to be honest about how they feel regarding each of the services they avail from her company.In this scenario,Susan:​

Which of the following is a reason for the importance of assessing customer satisfaction?​

Glenn is a salesperson for a beer and wine distributor.One of his customers stated that she is unhappy because her last order contained several broken bottles and was not delivered on time.Which of the following should Glenn do after expressing empathy and taking responsibility for the problem?​

Companies host week-long training sessions,seminars,and social engagements with their customers exclusively to ensure a sales commitment.​

Customers do not care about slogans and service claims until something happens to them.​

To gain a competitive edge,salespeople train only one person as stated in the sales terms.​

According to the specific components designed for effective salesperson follow-up,_________ refers to the salesperson applying relevant understanding and insight to create value-added interactions.​

Jake is a salesperson for a corporate jet manufacturer.From experience,Jake knows that most customers will have questions or concerns after placing an order.Which of the following post-sale follow-up methods is the best way for Jake to provide useful information to his customers?​

The four sequential components of effective follow-up include interact,_________,know,and relate.​

Long-term relationships are formed between a buyer and a salesperson when:​

Ethan is a salesperson for an industrial equipment manufacturer.Once a prospect becomes a new customer,Ethan looks for ways to improve the products and services that his company provides for them in order to convert a new customer into a loyal customer.In other words,Ethan looks for ways to:​

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 Communication Value

Addressing Concerns and Earning Commitment

Adding Value: Self-Leadership and Teamwork

Filters

Grace is a salesperson for a software developing company.She makes it a point to know at least three influential people in each of her customers' companies that can influence purchase decisions.In this scenario,which of the four sequential components of effective follow-up is Grace utilizing?

Customer training does not require the assistance of a company trainer or engineer if the product is technical.

Many customers feel neglected once they place an order with a company because the salesperson has many new customers and is not as attentive as he or she was previously.

An organization's dedicated and proprietary computer network offering password-controlled access to people within and outside the organization is referred to as a(n)_________.

_________ are brief moments that occur whenever a customer comes into contact with a salesperson,the training staff,installers,field engineers,or service personnel and has an opportunity to form an impression.

Mel is a salesperson for a technology services company.He is looking for ways to increase cooperation and involvement between his organization and his buyer's organizations.Which of the following activities would be ideal to help Mel achieve this?

For many salespeople,the core products that they are selling provide the same features and benefits as those of their competitors.Which of the following statements is true regarding this sort of competitive environment?

One way for a selling firm to create a stronger bond with its customers is to host social engagements with them.

_________ is the process of improving a product or service for the customer.

Susan always asks her customers to be candid with her,especially when it comes to their satisfaction.She wants her customers to be honest about how they feel regarding each of the services they avail from her company.In this scenario,Susan:

Which of the following is a reason for the importance of assessing customer satisfaction?

Glenn is a salesperson for a beer and wine distributor.One of his customers stated that she is unhappy because her last order contained several broken bottles and was not delivered on time.Which of the following should Glenn do after expressing empathy and taking responsibility for the problem?

Companies host week-long training sessions,seminars,and social engagements with their customers exclusively to ensure a sales commitment.

Customers do not care about slogans and service claims until something happens to them.

To gain a competitive edge,salespeople train only one person as stated in the sales terms.

According to the specific components designed for effective salesperson follow-up,_________ refers to the salesperson applying relevant understanding and insight to create value-added interactions.

Jake is a salesperson for a corporate jet manufacturer.From experience,Jake knows that most customers will have questions or concerns after placing an order.Which of the following post-sale follow-up methods is the best way for Jake to provide useful information to his customers?

The four sequential components of effective follow-up include interact,_________,know,and relate.

Long-term relationships are formed between a buyer and a salesperson when:

Ethan is a salesperson for an industrial equipment manufacturer.Once a prospect becomes a new customer,Ethan looks for ways to improve the products and services that his company provides for them in order to convert a new customer into a loyal customer.In other words,Ethan looks for ways to: