Question 1

According to the text, one of "The Seven Deadly Sins of Business Selling" is a lack of product knowledge.

Accepted Answer

A) True 
 B)False

Question 2

Why shouldn't a salesperson have unlimited optimism?

Accepted Answer

Honesty is preferable to the h

Question 3

Which of the following is a sign of good account penetration?

Accepted Answer

A) When you call your client to discuss adding a new product line, the client tells you that they already have the competition's product in their stores 
B) When you visit the clients' retail store, you noticed that your products' shelf spacing is as you had discussed and the shelf spacing makes your products stand out 
C) When you ask your client to run a certain promotion, they tell you that they will get back to you on it 
D) When your manager visits your client's website, she notices that there has been a decline in the number of products carried by this account 
E) When you check the sales report for an account, the sales revenue bar chart for the account has slowly declined as time went by 
A) When you call your client to discuss adding a new product line, the client tells you that they already have the competition's product in their stores 
B) When you visit the clients' retail store, you noticed that your products' shelf spacing is as you had discussed and the shelf spacing makes your products stand out 
C) When you ask your client to run a certain promotion, they tell you that they will get back to you on it 
D) When your manager visits your client's website, she notices that there has been a decline in the number of products carried by this account 
E) When you check the sales report for an account, the sales revenue bar chart for the account has slowly declined as time went by

Question 4

To be viewed as a professional and respected by your customers, salespeople should NOT join the Lions Club, the Chamber of Commerce, and other local service organizations so as to not appear bias in any way.

Accepted Answer

A) True 
 B)False

Question 5

Which of the following is NOT an expected service that customers look for from organizations?

Accepted Answer

A) Products 
B) Prices 
C) Promotions 
D) People 
E) Service 
A) Products 
B) Prices 
C) Promotions 
D) People 
E) Service

Question 6

One month after selling a new photocopier to a major company and just prior to that company's month end ordering deadline, Amanda called the office manager to announce the price deals that she had on photocopier paper.What activity is Amanda engaging in?

Accepted Answer

A) account penetration 
B) customer relationship management 
C) cross-selling 
D) follow up 
E) assertive sales technique 
A) account penetration 
B) customer relationship management 
C) cross-selling 
D) follow up 
E) assertive sales technique

Question 7

After closing the sale, the salesperson is only involved in taking care of his/her existing customers.

Accepted Answer

A) True 
 B)False

Question 8

Customers' purchase satisfaction is to a certain degree shaped by the difference between expected and actual service received.

Accepted Answer

A) True 
 B)False

Question 9

When determining the frequency of visits, salespeople should always concentrate only on the potential associated with specific customers.

Accepted Answer

A) True 
 B)False

Question 10

The three levels of customer relationship selling are; Transactional selling, relationship selling, and partnering.

Accepted Answer

A) True 
 B)False

Question 11

Charles is visiting one of his retail customers.During his visit, he suggests that the store's sales staff should mention to every customer that buys tires to have the tires balanced (an additional service that the retailer charges).What would you call Charles' suggestion that may directly lead to better service and increased revenue for the retailer?

Accepted Answer

A) aggressive sales approach 
B) the bundle sale package 
C) cross-selling 
D) assertiveness technique 
E) the SELL sequence 
A) aggressive sales approach 
B) the bundle sale package 
C) cross-selling 
D) assertiveness technique 
E) the SELL sequence

Question 12

Which of the following would be included in the salesperson's "Don't" checklist?

Accepted Answer

A) Listen attentively to the client 
B) Keep follow-up calls under five minutes 
C) Follow through with the appropriate action 
D) Be presumptuous 
E) Listen attentively 
A) Listen attentively to the client 
B) Keep follow-up calls under five minutes 
C) Follow through with the appropriate action 
D) Be presumptuous 
E) Listen attentively

Question 13

Which one of the following is one of the "Seven Deadly Sins of Business Selling"?

Accepted Answer

A) over planning 
B) unlimited optimism 
C) timidity 
D) thoroughness after the sale 
E) strong product knowledge 
A) over planning 
B) unlimited optimism 
C) timidity 
D) thoroughness after the sale 
E) strong product knowledge

Question 14

Finding a new customer is much less expensive than retaining an existing one.

Accepted Answer

A) True 
 B)False

Question 15

Which of the following statements about customer satisfaction is NOT true?

Accepted Answer

A) It costs approximately 15 times more to acquire a new customer versus retaining an existing customer. 
B) Professional salespeople look beyond the value of a single sale and focus on the life-time value of the customer. 
C) It is hard for competitors to "steal" a loyal and satisfied customer. 
D) Perceived purchase satisfaction if a function of the difference between expected and actual sales experience. 
E) Customer retention is critical to the long-term success of a salesperson. 
A) It costs approximately 15 times more to acquire a new customer versus retaining an existing customer. 
B) Professional salespeople look beyond the value of a single sale and focus on the life-time value of the customer. 
C) It is hard for competitors to "steal" a loyal and satisfied customer. 
D) Perceived purchase satisfaction if a function of the difference between expected and actual sales experience. 
E) Customer retention is critical to the long-term success of a salesperson.

Question 16

Which of the following terms describes the process of using a CRM system to flag customers who have bought merchandise that could benefit from additional products and services offered by your company?

Accepted Answer

A) prospecting 
B) SELL sequence 
C) cross-selling 
D) aggressive sales approach 
E) assertive sales technique 
A) prospecting 
B) SELL sequence 
C) cross-selling 
D) aggressive sales approach 
E) assertive sales technique

Question 17

What term refers to a salesperson's ability to work and contact people throughout an account, discussing his or her product?

Accepted Answer

A) Customer service 
B) Account manipulation 
C) Order getting 
D) Missionary work 
E) Account penetration 
A) Customer service 
B) Account manipulation 
C) Order getting 
D) Missionary work 
E) Account penetration

Question 18

Sharon is about to follow-up by making phone calls to the accounts which she closed a couple of weeks ago.Which of the following pieces of advice would you give to her regarding following-up on the phone?

Accepted Answer

A) Focus on the business and not the relationship 
B) Just start talking about anything to keep the conversation engaged 
C) Take charge of the conversation as you do not need to listen to the customer 
D) Ask for referrals in an active way 
E) Set aside a time of a day to follow-up 
A) Focus on the business and not the relationship 
B) Just start talking about anything to keep the conversation engaged 
C) Take charge of the conversation as you do not need to listen to the customer 
D) Ask for referrals in an active way 
E) Set aside a time of a day to follow-up

Question 19

When a customer purchases a product, they have certain expectations of the services they will receive with its purchase.List and define all six of these services mentioned in the textbook.

Accepted Answer

Customers expects the following services

Question 20

Cross-selling is considered as one of the most intrusive marketing techniques, and therefore it is difficult to cross-sell successfully on regular basis.

Accepted Answer

A) True 
 B)False

According to the text, one of "The Seven Deadly Sins of Business Selling" is a lack of product knowledge.

Why shouldn't a salesperson have unlimited optimism?

Which of the following is a sign of good account penetration?

To be viewed as a professional and respected by your customers, salespeople should NOT join the Lions Club, the Chamber of Commerce, and other local service organizations so as to not appear bias in any way.

Which of the following is NOT an expected service that customers look for from organizations?

One month after selling a new photocopier to a major company and just prior to that company's month end ordering deadline, Amanda called the office manager to announce the price deals that she had on photocopier paper.What activity is Amanda engaging in?

After closing the sale, the salesperson is only involved in taking care of his/her existing customers.

Customers' purchase satisfaction is to a certain degree shaped by the difference between expected and actual service received.

When determining the frequency of visits, salespeople should always concentrate only on the potential associated with specific customers.

The three levels of customer relationship selling are; Transactional selling, relationship selling, and partnering.

Which of the following would be included in the salesperson's "Don't" checklist?

Which one of the following is one of the "Seven Deadly Sins of Business Selling"?

Finding a new customer is much less expensive than retaining an existing one.

Which of the following statements about customer satisfaction is NOT true?

Which of the following terms describes the process of using a CRM system to flag customers who have bought merchandise that could benefit from additional products and services offered by your company?

What term refers to a salesperson's ability to work and contact people throughout an account, discussing his or her product?

Sharon is about to follow-up by making phone calls to the accounts which she closed a couple of weeks ago.Which of the following pieces of advice would you give to her regarding following-up on the phone?

When a customer purchases a product, they have certain expectations of the services they will receive with its purchase.List and define all six of these services mentioned in the textbook.

Cross-selling is considered as one of the most intrusive marketing techniques, and therefore it is difficult to cross-sell successfully on regular basis.

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

According to the text, one of "The Seven Deadly Sins of Business Selling" is a lack of product knowledge.

Why shouldn't a salesperson have unlimited optimism?

Which of the following is a sign of good account penetration?

To be viewed as a professional and respected by your customers, salespeople should NOT join the Lions Club, the Chamber of Commerce, and other local service organizations so as to not appear bias in any way.

Which of the following is NOT an expected service that customers look for from organizations?

One month after selling a new photocopier to a major company and just prior to that company's month end ordering deadline, Amanda called the office manager to announce the price deals that she had on photocopier paper.What activity is Amanda engaging in?

After closing the sale, the salesperson is only involved in taking care of his/her existing customers.

Customers' purchase satisfaction is to a certain degree shaped by the difference between expected and actual service received.

When determining the frequency of visits, salespeople should always concentrate only on the potential associated with specific customers.

The three levels of customer relationship selling are; Transactional selling, relationship selling, and partnering.

Which of the following would be included in the salesperson's "Don't" checklist?

Which one of the following is one of the "Seven Deadly Sins of Business Selling"?

Finding a new customer is much less expensive than retaining an existing one.

Which of the following statements about customer satisfaction is NOT true?

Which of the following terms describes the process of using a CRM system to flag customers who have bought merchandise that could benefit from additional products and services offered by your company?

What term refers to a salesperson's ability to work and contact people throughout an account, discussing his or her product?

Sharon is about to follow-up by making phone calls to the accounts which she closed a couple of weeks ago.Which of the following pieces of advice would you give to her regarding following-up on the phone?

When a customer purchases a product, they have certain expectations of the services they will receive with its purchase.List and define all six of these services mentioned in the textbook.

Cross-selling is considered as one of the most intrusive marketing techniques, and therefore it is difficult to cross-sell successfully on regular basis.

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