Question 1

Which of the following tools can NOT be used for customer engagement on social media?

Accepted Answer

A) Facebook 
B) LinkedIn 
C) Twitter 
D) CRM 
E) Planogram 
A) Facebook 
B) LinkedIn 
C) Twitter 
D) CRM 
E) Planogram E

Question 2

Service refers to the process that buyers provide to satisfy customers.

Accepted Answer

A) True 
 B)False  False

Question 3

Which of the following will help increase your customer's sales?

Accepted Answer

A) Focus only on keeping the merchandise on the shelf 
B) Showing the list price alongside the discounted price 
C) Shelf spacing, and shelf positioning are not as important as long as the product is being displayed 
D) Only carry sizes which you know will sell easily at stores 
E) Direct the customers to the website for more information instead of assisting them in person 
A) Focus only on keeping the merchandise on the shelf 
B) Showing the list price alongside the discounted price 
C) Shelf spacing, and shelf positioning are not as important as long as the product is being displayed 
D) Only carry sizes which you know will sell easily at stores 
E) Direct the customers to the website for more information instead of assisting them in person B

Question 4

The usage of CRM systems ensures good customer service and higher levels of retention.

Accepted Answer

A) True 
 B)False

Question 5

When making a follow-up call, which of the following should the salesperson consider an important factor?

Accepted Answer

A) Make sure to do some small talk before talking about business 
B) If the customer does not pick up the call, then don't call again 
C) Keep the call short, so the customer does not feel bothered 
D) The call should only be done in person after every successful sale 
E) Keep the call strictly about future business and referrals 
A) Make sure to do some small talk before talking about business 
B) If the customer does not pick up the call, then don't call again 
C) Keep the call short, so the customer does not feel bothered 
D) The call should only be done in person after every successful sale 
E) Keep the call strictly about future business and referrals

Question 6

Describe how social media can be used as part of customer-service and follow-up.

Accepted Answer

Facebook can be used to thank your custo

Question 7

Which of the following would you NOT include in a business sales professional checklist of "Dos"?

Accepted Answer

A) maintain an up-to-date call list 
B) know your product and industry 
C) identify who are the product users and focus your energy on that group 
D) use notes as reminders 
E) ask for the business 
A) maintain an up-to-date call list 
B) know your product and industry 
C) identify who are the product users and focus your energy on that group 
D) use notes as reminders 
E) ask for the business

Question 8

The more a salesperson penetrates an account the greater are his or her chances of maximizing sales within the account.

Accepted Answer

A) True 
 B)False

Question 9

The salesperson selling to a reseller should concentrate on decreasing stock outs in the account.

Accepted Answer

A) True 
 B)False

Question 10

Brad is trying to determine how often he should call on a new account in order to provide proper service.Which of the following is NOT relevant in helping Brad determine the frequency of calls he should make to this new account?

Accepted Answer

A) present and potential sales to the account 
B) complexity, servicing, and redesign requirements of the products purchased by the account 
C) number of orders you expect the account to place in a year 
D) number of product lines sold to the account 
E) the necessity for overnight travel to visit the account 
A) present and potential sales to the account 
B) complexity, servicing, and redesign requirements of the products purchased by the account 
C) number of orders you expect the account to place in a year 
D) number of product lines sold to the account 
E) the necessity for overnight travel to visit the account

Question 11

A salesperson just noticed he lost an important client to the competition.He decides to do all of the following: Visit the business to investigate, remain professional and friendly while engaging the lost client to determine why he lost the business.What behaviour is this salesperson demonstrating?

Accepted Answer

A) always selling, no matter what 
B) being aggressive and pushy 
C) building a professional reputation 
D) cross-selling other products and services his company sells 
E) persevering 
A) always selling, no matter what 
B) being aggressive and pushy 
C) building a professional reputation 
D) cross-selling other products and services his company sells 
E) persevering

Question 12

Martin is an account representative for a major hair product wholesaler in Canada.As a good practice, he should attempt to develop relationships with his clients' inside sales force.

Accepted Answer

A) True 
 B)False

Question 13

Asking "what" is one of the key questions, salespeople should use when following up with a client.The other two questions are "who" and "why."

Accepted Answer

A) True 
 B)False

Question 14

If a salesperson learns he has lost a customer to a competitor, he should visit the account as soon as possible and make sure the client is made aware of any weakness associated with the competitor's product.This action often leads to the customer staying with the original company.

Accepted Answer

A) True 
 B)False

Question 15

When critiquing a dialogue during a post-call analysis, which of the following should a salesperson NOT check to make certain they did?

Accepted Answer

A) explained key FABs 
B) dealt adequately with objections 
C) used trial closes effectively 
D) attempted to gain commitment 
E) included questions which were irrelevant to the client 
A) explained key FABs 
B) dealt adequately with objections 
C) used trial closes effectively 
D) attempted to gain commitment 
E) included questions which were irrelevant to the client

Question 16

Kumar works for a software company that sells CRM systems and various other administrative and training services to call centers in Canada.Last week, he learned a new technique that helps him increase the number of products he sells per customer visit; hence, his total revenue per customer is up significantly.He has most likely mastered the art of cross-selling.

Accepted Answer

A) True 
 B)False

Question 17

Which of the following is NOT a recommended approach for a salesperson to take if one of her customer's cancels an order and places it with the competition?

Accepted Answer

A) highlight for the customer the shortcomings of your competitor's products 
B) visit the customer and find out why you lost the account 
C) demonstrate to the customer you will try hard to get them back 
D) be friendly and professional 
E) be persistent and keep calling 
A) highlight for the customer the shortcomings of your competitor's products 
B) visit the customer and find out why you lost the account 
C) demonstrate to the customer you will try hard to get them back 
D) be friendly and professional 
E) be persistent and keep calling

Question 18

The salesperson should develop several questions for the post-call analysis but only use the ones which are applicable to the sales call or the client.

Accepted Answer

A) True 
 B)False

Question 19

By asking questions, a salesperson can increase their chances of cross-selling successfully.

Accepted Answer

A) True 
 B)False

Question 20

List the seven deadly sins of business selling.

Accepted Answer

The seven deadly sins of busin

Which of the following tools can NOT be used for customer engagement on social media?

Service refers to the process that buyers provide to satisfy customers.

Which of the following will help increase your customer's sales?

The usage of CRM systems ensures good customer service and higher levels of retention.

When making a follow-up call, which of the following should the salesperson consider an important factor?

Describe how social media can be used as part of customer-service and follow-up.

Which of the following would you NOT include in a business sales professional checklist of "Dos"?

The more a salesperson penetrates an account the greater are his or her chances of maximizing sales within the account.

The salesperson selling to a reseller should concentrate on decreasing stock outs in the account.

Brad is trying to determine how often he should call on a new account in order to provide proper service.Which of the following is NOT relevant in helping Brad determine the frequency of calls he should make to this new account?

A salesperson just noticed he lost an important client to the competition.He decides to do all of the following: Visit the business to investigate, remain professional and friendly while engaging the lost client to determine why he lost the business.What behaviour is this salesperson demonstrating?

Martin is an account representative for a major hair product wholesaler in Canada.As a good practice, he should attempt to develop relationships with his clients' inside sales force.

Asking "what" is one of the key questions, salespeople should use when following up with a client.The other two questions are "who" and "why."

If a salesperson learns he has lost a customer to a competitor, he should visit the account as soon as possible and make sure the client is made aware of any weakness associated with the competitor's product.This action often leads to the customer staying with the original company.

When critiquing a dialogue during a post-call analysis, which of the following should a salesperson NOT check to make certain they did?

Which of the following is NOT a recommended approach for a salesperson to take if one of her customer's cancels an order and places it with the competition?

The salesperson should develop several questions for the post-call analysis but only use the ones which are applicable to the sales call or the client.

By asking questions, a salesperson can increase their chances of cross-selling successfully.

List the seven deadly sins of business selling.

The Life, Times, and Career of the Professional Salesperson

Ethics Firstthen Customer Relationships

The Psychology of Selling: Why People Buy

Communication for Successful Selling: How to Build Relationships

Sales Knowledge: Customers, Products, Technologies

Prospecting the Lifeblood of Selling

The Pre-Approach Planning Your Sales Call and Presentation

The Approach Begin Your Presentation Strategically

The Presentation Elements of Effective Persuasion

Objections Address Your Prospects Concerns

Closing the Beginning of a New Relationship

Time, Territory, and Self-Management

Retail, Business Services, and Nonprofit Selling

Filters

Exam 12: Follow-Up Maintain and Strengthen the Relationship

Which of the following tools can NOT be used for customer engagement on social media?

Service refers to the process that buyers provide to satisfy customers.

Which of the following will help increase your customer's sales?

The usage of CRM systems ensures good customer service and higher levels of retention.

When making a follow-up call, which of the following should the salesperson consider an important factor?

Describe how social media can be used as part of customer-service and follow-up.

Which of the following would you NOT include in a business sales professional checklist of "Dos"?

The more a salesperson penetrates an account the greater are his or her chances of maximizing sales within the account.

The salesperson selling to a reseller should concentrate on decreasing stock outs in the account.

Brad is trying to determine how often he should call on a new account in order to provide proper service.Which of the following is NOT relevant in helping Brad determine the frequency of calls he should make to this new account?

A salesperson just noticed he lost an important client to the competition.He decides to do all of the following: Visit the business to investigate, remain professional and friendly while engaging the lost client to determine why he lost the business.What behaviour is this salesperson demonstrating?

Martin is an account representative for a major hair product wholesaler in Canada.As a good practice, he should attempt to develop relationships with his clients' inside sales force.

Asking "what" is one of the key questions, salespeople should use when following up with a client.The other two questions are "who" and "why."

If a salesperson learns he has lost a customer to a competitor, he should visit the account as soon as possible and make sure the client is made aware of any weakness associated with the competitor's product.This action often leads to the customer staying with the original company.

When critiquing a dialogue during a post-call analysis, which of the following should a salesperson NOT check to make certain they did?

Which of the following is NOT a recommended approach for a salesperson to take if one of her customer's cancels an order and places it with the competition?

The salesperson should develop several questions for the post-call analysis but only use the ones which are applicable to the sales call or the client.

By asking questions, a salesperson can increase their chances of cross-selling successfully.

List the seven deadly sins of business selling.

The Life, Times, and Career of the Professional Salesperson

Ethics Firstthen Customer Relationships

The Psychology of Selling: Why People Buy

Communication for Successful Selling: How to Build Relationships

Sales Knowledge: Customers, Products, Technologies

Prospecting the Lifeblood of Selling

The Pre-Approach Planning Your Sales Call and Presentation

The Approach Begin Your Presentation Strategically

The Presentation Elements of Effective Persuasion

Objections Address Your Prospects Concerns

Closing the Beginning of a New Relationship

Time, Territory, and Self-Management

Retail, Business Services, and Nonprofit Selling

Filters