Question 1

Matching
-Making comments like, "Do you need anything else?"

Accepted Answer

A)  appropriate credit assistance 
B)  appropriate suggestion selling 
C)  appropriate post-sale contact 
D)  appropriate delivery and installation assistance 
E)  truth for the customer
F) full-line selling.
G) ethical behavior
H) up-selling.
I) inappropriate suggestion selling 
A)  appropriate credit assistance 
B)  appropriate suggestion selling 
C)  appropriate post-sale contact 
D)  appropriate delivery and installation assistance 
E)  truth for the customer
F) full-line selling.
G) ethical behavior
H) up-selling.
I) inappropriate suggestion selling I

Question 2

The difference between cross-selling and suggestion-selling is:

Accepted Answer

A)  cross-selling is hard to do because it involves the customers to purchase the product, suggestion-selling is easy to do because the customer is not committing to the purchase. 
B)  cross-selling is done by order getters, suggestion-selling is done by order-takers. 
C)  cross-selling involves selling products directly associated with the product sold, suggestion-selling is selling unrelated items. 
D)  cross-selling is suggesting competitive products, suggestion-selling is offering your own products to the customer. 
E)  cross-selling is to grow volume, suggestion-selling is to enhance customer satisfaction. 
A)  cross-selling is hard to do because it involves the customers to purchase the product, suggestion-selling is easy to do because the customer is not committing to the purchase. 
B)  cross-selling is done by order getters, suggestion-selling is done by order-takers. 
C)  cross-selling involves selling products directly associated with the product sold, suggestion-selling is selling unrelated items. 
D)  cross-selling is suggesting competitive products, suggestion-selling is offering your own products to the customer. 
E)  cross-selling is to grow volume, suggestion-selling is to enhance customer satisfaction. E

Question 3

Matching
-Provide counsel to prospective customers who need credit arrangements

Accepted Answer

A)  appropriate credit assistance 
B)  appropriate suggestion selling 
C)  appropriate post-sale contact 
D)  appropriate delivery and installation assistance 
E)  truth for the customer
F) full-line selling.
G) ethical behavior
H) up-selling.
I) inappropriate suggestion selling 
A)  appropriate credit assistance 
B)  appropriate suggestion selling 
C)  appropriate post-sale contact 
D)  appropriate delivery and installation assistance 
E)  truth for the customer
F) full-line selling.
G) ethical behavior
H) up-selling.
I) inappropriate suggestion selling A

Question 4

Matching
-Use of a call report

Accepted Answer

A)  appropriate credit assistance 
B)  appropriate suggestion selling 
C)  appropriate post-sale contact 
D)  appropriate delivery and installation assistance 
E)  truth for the customer
F) full-line selling.
G) ethical behavior
H) up-selling.
I) inappropriate suggestion selling 
A)  appropriate credit assistance 
B)  appropriate suggestion selling 
C)  appropriate post-sale contact 
D)  appropriate delivery and installation assistance 
E)  truth for the customer
F) full-line selling.
G) ethical behavior
H) up-selling.
I) inappropriate suggestion selling

Question 5

Matching
-Making an effort to sell a higher quality product than what the customer wants

Accepted Answer

A)  appropriate credit assistance 
B)  appropriate suggestion selling 
C)  appropriate post-sale contact 
D)  appropriate delivery and installation assistance 
E)  truth for the customer
F) full-line selling.
G) ethical behavior
H) up-selling.
I) inappropriate suggestion selling 
A)  appropriate credit assistance 
B)  appropriate suggestion selling 
C)  appropriate post-sale contact 
D)  appropriate delivery and installation assistance 
E)  truth for the customer
F) full-line selling.
G) ethical behavior
H) up-selling.
I) inappropriate suggestion selling

Question 6

Matching
-Selling compact disc option with new car purchases

Accepted Answer

A)  appropriate credit assistance 
B)  appropriate suggestion selling 
C)  appropriate post-sale contact 
D)  appropriate delivery and installation assistance 
E)  truth for the customer
F) full-line selling.
G) ethical behavior
H) up-selling.
I) inappropriate suggestion selling 
A)  appropriate credit assistance 
B)  appropriate suggestion selling 
C)  appropriate post-sale contact 
D)  appropriate delivery and installation assistance 
E)  truth for the customer
F) full-line selling.
G) ethical behavior
H) up-selling.
I) inappropriate suggestion selling

Question 7

Matching
-Suggest rust-proofing, at the time of selling a new car

Accepted Answer

A)  appropriate credit assistance 
B)  appropriate suggestion selling 
C)  appropriate post-sale contact 
D)  appropriate delivery and installation assistance 
E)  truth for the customer
F) full-line selling.
G) ethical behavior
H) up-selling.
I) inappropriate suggestion selling 
A)  appropriate credit assistance 
B)  appropriate suggestion selling 
C)  appropriate post-sale contact 
D)  appropriate delivery and installation assistance 
E)  truth for the customer
F) full-line selling.
G) ethical behavior
H) up-selling.
I) inappropriate suggestion selling

Question 8

Matching
-Making suggestions before satisfying the customer's primary need

Accepted Answer

A)  appropriate credit assistance 
B)  appropriate suggestion selling 
C)  appropriate post-sale contact 
D)  appropriate delivery and installation assistance 
E)  truth for the customer
F) full-line selling.
G) ethical behavior
H) up-selling.
I) inappropriate suggestion selling 
A)  appropriate credit assistance 
B)  appropriate suggestion selling 
C)  appropriate post-sale contact 
D)  appropriate delivery and installation assistance 
E)  truth for the customer
F) full-line selling.
G) ethical behavior
H) up-selling.
I) inappropriate suggestion selling

Question 9

Matching
-Customer perception

Accepted Answer

A)  appropriate credit assistance 
B)  appropriate suggestion selling 
C)  appropriate post-sale contact 
D)  appropriate delivery and installation assistance 
E)  truth for the customer
F) full-line selling.
G) ethical behavior
H) up-selling.
I) inappropriate suggestion selling 
A)  appropriate credit assistance 
B)  appropriate suggestion selling 
C)  appropriate post-sale contact 
D)  appropriate delivery and installation assistance 
E)  truth for the customer
F) full-line selling.
G) ethical behavior
H) up-selling.
I) inappropriate suggestion selling

Question 10

Matching
-Suggesting an item in a thoughtful and positive manner

Accepted Answer

A)  appropriate credit assistance 
B)  appropriate suggestion selling 
C)  appropriate post-sale contact 
D)  appropriate delivery and installation assistance 
E)  truth for the customer
F) full-line selling.
G) ethical behavior
H) up-selling.
I) inappropriate suggestion selling 
A)  appropriate credit assistance 
B)  appropriate suggestion selling 
C)  appropriate post-sale contact 
D)  appropriate delivery and installation assistance 
E)  truth for the customer
F) full-line selling.
G) ethical behavior
H) up-selling.
I) inappropriate suggestion selling

Question 11

Matching
-Accept responsibility for problems

Accepted Answer

A)  appropriate credit assistance 
B)  appropriate suggestion selling 
C)  appropriate post-sale contact 
D)  appropriate delivery and installation assistance 
E)  truth for the customer
F) full-line selling.
G) ethical behavior
H) up-selling.
I) inappropriate suggestion selling 
A)  appropriate credit assistance 
B)  appropriate suggestion selling 
C)  appropriate post-sale contact 
D)  appropriate delivery and installation assistance 
E)  truth for the customer
F) full-line selling.
G) ethical behavior
H) up-selling.
I) inappropriate suggestion selling

Question 12

Matching
-Cross-selling

Accepted Answer

A)  appropriate credit assistance 
B)  appropriate suggestion selling 
C)  appropriate post-sale contact 
D)  appropriate delivery and installation assistance 
E)  truth for the customer
F) full-line selling.
G) ethical behavior
H) up-selling.
I) inappropriate suggestion selling 
A)  appropriate credit assistance 
B)  appropriate suggestion selling 
C)  appropriate post-sale contact 
D)  appropriate delivery and installation assistance 
E)  truth for the customer
F) full-line selling.
G) ethical behavior
H) up-selling.
I) inappropriate suggestion selling

Question 13

Matching
-Taking responsibility for informing customers of any delays in shipping

Accepted Answer

A)  appropriate credit assistance 
B)  appropriate suggestion selling 
C)  appropriate post-sale contact 
D)  appropriate delivery and installation assistance 
E)  truth for the customer
F) full-line selling.
G) ethical behavior
H) up-selling.
I) inappropriate suggestion selling 
A)  appropriate credit assistance 
B)  appropriate suggestion selling 
C)  appropriate post-sale contact 
D)  appropriate delivery and installation assistance 
E)  truth for the customer
F) full-line selling.
G) ethical behavior
H) up-selling.
I) inappropriate suggestion selling

Question 14

What percentage of customers is lost due to price consideration?

Accepted Answer

A)  5-8 
B)  2-5 
C)  20-30 
D)  50-70 
E)  10-15 
A)  5-8 
B)  2-5 
C)  20-30 
D)  50-70 
E)  10-15

Question 15

What percentage of customers is lost due to product dissatisfaction?

Accepted Answer

A)  50-70 
B)  5-8 
C)  8-10 
D)  12-15 
E)  20-30 
A)  50-70 
B)  5-8 
C)  8-10 
D)  12-15 
E)  20-30

Matching -Making comments like, "Do you need anything else?"

The difference between cross-selling and suggestion-selling is:

Matching -Provide counsel to prospective customers who need credit arrangements

Matching -Use of a call report

Matching -Making an effort to sell a higher quality product than what the customer wants

Matching -Selling compact disc option with new car purchases

Matching -Suggest rust-proofing, at the time of selling a new car

Matching -Making suggestions before satisfying the customer's primary need

Matching -Customer perception

Matching -Suggesting an item in a thoughtful and positive manner

Matching -Accept responsibility for problems

Matching -Cross-selling

Matching -Taking responsibility for informing customers of any delays in shipping

What percentage of customers is lost due to price consideration?

What percentage of customers is lost due to product dissatisfaction?

Relationship Selling Opportunities in the Information Economy

Management of the Sales Force

Evolution of Selling Models That Complement the Marketing Concept

Creating Value With a Relationship Strategy

Communication Styles: A Key to Adaptive Selling Today

Ethics: The Foundation for Relationships in Selling

Creating Product Solutions

Product-Selling Strategies That Add Value

The Buying Process and Buyer Behaviour

Developing and Qualifying a Prospect Base

Approaching the Customer With Adaptive Selling

Determining Customer Needs With a Consultative Questioning Strategy

Creating Value With the Consultative Presentation

Negotiating Buyer Concerns

Adapting the Close and Confirming the Partnership

Opportunity Management: The Key to Greater Sales Productivity

Filters

Exam 15: Servicing the Sale and Building the Partnership

Matching -Making comments like, "Do you need anything else?"

The difference between cross-selling and suggestion-selling is:

Matching -Provide counsel to prospective customers who need credit arrangements

Matching -Use of a call report

Matching -Making an effort to sell a higher quality product than what the customer wants

Matching -Selling compact disc option with new car purchases

Matching -Suggest rust-proofing, at the time of selling a new car

Matching -Making suggestions before satisfying the customer's primary need

Matching -Customer perception

Matching -Suggesting an item in a thoughtful and positive manner

Matching -Accept responsibility for problems

Matching -Cross-selling

Matching -Taking responsibility for informing customers of any delays in shipping

What percentage of customers is lost due to price consideration?

What percentage of customers is lost due to product dissatisfaction?

Relationship Selling Opportunities in the Information Economy

Management of the Sales Force

Evolution of Selling Models That Complement the Marketing Concept

Creating Value With a Relationship Strategy

Communication Styles: A Key to Adaptive Selling Today

Ethics: The Foundation for Relationships in Selling

Creating Product Solutions

Product-Selling Strategies That Add Value

The Buying Process and Buyer Behaviour

Developing and Qualifying a Prospect Base

Approaching the Customer With Adaptive Selling

Determining Customer Needs With a Consultative Questioning Strategy

Creating Value With the Consultative Presentation

Negotiating Buyer Concerns

Adapting the Close and Confirming the Partnership

Opportunity Management: The Key to Greater Sales Productivity

Filters