Question 1

Quick & Reilly,a financial services company,was able to increase sales by 35 percent by implementing which of the following programs?

Accepted Answer

A)  cross-selling 
B)  customer service 
C)  full-line selling 
D)  extranet 
E)  upselling 
A)  cross-selling 
B)  customer service 
C)  full-line selling 
D)  extranet 
E)  upselling A

Question 2

Getting credit for the value you create for the customer is known as ________.

Accepted Answer

value reinforcement

Question 3

Gail Sayers is a sales representative with Countrywide Transport, a company that provides chartered flights-airplanes, pilots, staff, and services-to client groups. She has just closed a large sale of several flights each week for four months to a service organization of Orthodox Jewish college students. The students are sent on work service projects all across the United States. The first flights will begin one week after the closing date.
-Which of the following would most likely help Gail prevent post-sale problems?

Accepted Answer

A)  sending e-mails to other university groups referred to her by the client 
B)  scheduling regular account reviews to assess the client's satisfaction 
C)  asking the client to call her assistant with any questions 
D)  submitting bills quickly to insure quick payment 
E)  re-defining her service and product strategy 
A)  sending e-mails to other university groups referred to her by the client 
B)  scheduling regular account reviews to assess the client's satisfaction 
C)  asking the client to call her assistant with any questions 
D)  submitting bills quickly to insure quick payment 
E)  re-defining her service and product strategy B

Question 4

When a customer service problem requires an apology,a salesperson should most likely:

Accepted Answer

A)  delegate the task to a customer service representative 
B)  write and send a thoughtful, hand-written letter 
C)  send a prompt e-mail to the customer 
D)  send a text message to the customer 
E)  call the customer personally 
A)  delegate the task to a customer service representative 
B)  write and send a thoughtful, hand-written letter 
C)  send a prompt e-mail to the customer 
D)  send a text message to the customer 
E)  call the customer personally

Question 5

Bradley Wholesale Foods purchased a new computer system for the personnel department.All of the equipment was delivered on time,installed properly,and the employees at Bradley were given effective systems training.The new equipment and the post-sale service surpassed the customer's expectations.The staff at Bradley Wholesale Foods has most likely experienced a:

Accepted Answer

A)  moment of magic 
B)  moment of truth 
C)  moment of misery 
D)  remorseful moment 
E)  cross-selling moment 
A)  moment of magic 
B)  moment of truth 
C)  moment of misery 
D)  remorseful moment 
E)  cross-selling moment

Question 6

Gail Sayers is a sales representative with Countrywide Transport, a company that provides chartered flights-airplanes, pilots, staff, and services-to client groups. She has just closed a large sale of several flights each week for four months to a service organization of Orthodox Jewish college students. The students are sent on work service projects all across the United States. The first flights will begin one week after the closing date.
-After the first flight,Gail would most likely build a long-term relationship with the new client by:

Accepted Answer

A)  e-mailing a new flight schedule 
B)  sending an online customer service survey 
C)  calling the client to ensure satisfaction with the flight 
D)  requesting referrals from the client to engage in upselling 
E)  checking with the billing department to make sure the client was invoiced 
A)  e-mailing a new flight schedule 
B)  sending an online customer service survey 
C)  calling the client to ensure satisfaction with the flight 
D)  requesting referrals from the client to engage in upselling 
E)  checking with the billing department to make sure the client was invoiced

Question 7

A form that serves as a communications link with persons who can assist with customer service is called a:

Accepted Answer

A)  service card 
B)  follow-up card 
C)  product service card 
D)  call report 
E)  product service report 
A)  service card 
B)  follow-up card 
C)  product service card 
D)  call report 
E)  product service report

Question 8

According to Ted Levitt,author of The Marketing Imagination,once the customer buys your product,expectations:

Accepted Answer

A)  increase 
B)  stay the same 
C)  decrease 
D)  are fulfilled 
E)  become less important 
A)  increase 
B)  stay the same 
C)  decrease 
D)  are fulfilled 
E)  become less important

Question 9

John Bieland, the equipment buyer for Great Lakes Manufacturing, purchased two large riveting machines from Hoseke Corporation's sales representative, Lindell Ross. Because of a clerical error, the machines shipped a day later than scheduled, which put the delivery truck in the middle of a blizzard that shut down roads for several days. By the time the machines were delivered by Hoseke Corporation, they were a full week late. John Bieland sends an email to Lindell, cc'ing the CEOs of Great Lakes Manufacturing and Hoseke Corporation, expressing his dissatisfaction.
-How should Lindell respond to John's email?

Accepted Answer

A)  He should send a reply immediately, explaining that the delay was unavoidable because of the weather. 
B)  He should email the CEO of Hoseke Corporation to explain the situation and the weather delay. 
C)  He should ask the head of the shipping department to reply to John and accept responsibility for the delay. 
D)  He should offer to replace the machines free of charge. 
E)  He should call John immediately to apologize for the late delivery. 
A)  He should send a reply immediately, explaining that the delay was unavoidable because of the weather. 
B)  He should email the CEO of Hoseke Corporation to explain the situation and the weather delay. 
C)  He should ask the head of the shipping department to reply to John and accept responsibility for the delay. 
D)  He should offer to replace the machines free of charge. 
E)  He should call John immediately to apologize for the late delivery.

Question 10

When dealing with customer complaints,the salesperson should most likely:

Accepted Answer

A)  determine if the complaint is real or imagined 
B)  point out the fallacy in the customer's argument 
C)  decide what action must be taken to remedy the problem 
D)  prevent customers from sharing their feelings and frustrations 
E)  blame the problem on other departments in the company, such as shipping 
A)  determine if the complaint is real or imagined 
B)  point out the fallacy in the customer's argument 
C)  decide what action must be taken to remedy the problem 
D)  prevent customers from sharing their feelings and frustrations 
E)  blame the problem on other departments in the company, such as shipping

Question 11

A best practice by which salespeople can use technology to strengthen relationships with customers is by:

Accepted Answer

A)  allowing customers to cancel orders without having to talk to a person 
B)  sending email confirmations of appointments or agreements 
C)  sending form letters with business cards through the mail 
D)  placing automated prerecorded phone calls to customers on a programmed schedule 
E)  faxing large numbers of sales letters to potential leads 
A)  allowing customers to cancel orders without having to talk to a person 
B)  sending email confirmations of appointments or agreements 
C)  sending form letters with business cards through the mail 
D)  placing automated prerecorded phone calls to customers on a programmed schedule 
E)  faxing large numbers of sales letters to potential leads

Question 12

________ involves selling products that are not directly related to products that you have sold to an established customer.

Accepted Answer

The answer of ________ involves selling products that are not...

Question 13

Expansion selling encompasses which of the following?

Accepted Answer

A)  partial-line selling 
B)  reselling 
C)  suggestion selling 
D)  undercutting the competition 
E)  cross-purpose selling 
A)  partial-line selling 
B)  reselling 
C)  suggestion selling 
D)  undercutting the competition 
E)  cross-purpose selling

Question 14

The effort to sell better-quality products is called:

Accepted Answer

A)  upselling 
B)  cross-selling 
C)  full-line selling 
D)  logrolling 
E)  leveraging 
A)  upselling 
B)  cross-selling 
C)  full-line selling 
D)  logrolling 
E)  leveraging

Question 15

John Bieland, the equipment buyer for Great Lakes Manufacturing, purchased two large riveting machines from Hoseke Corporation's sales representative, Lindell Ross. Because of a clerical error, the machines shipped a day later than scheduled, which put the delivery truck in the middle of a blizzard that shut down roads for several days. By the time the machines were delivered by Hoseke Corporation, they were a full week late. John Bieland sends an email to Lindell, cc'ing the CEOs of Great Lakes Manufacturing and Hoseke Corporation, expressing his dissatisfaction.
-Is there a way Lindell could have managed this situation better?

Accepted Answer

A)  No. Sometimes things happen that are out of the sales representative's control. 
B)  No. If he had contacted John proactively that would have been an admission of guilt. 
C)  Yes. He could have apologized immediately for the late delivery and kept John apprised of the situation. 
D)  Yes. He could have offered to refund John's money and take the machines back. 
E)  Yes. He could have waited a few days to contact John about the delay. 
A)  No. Sometimes things happen that are out of the sales representative's control. 
B)  No. If he had contacted John proactively that would have been an admission of guilt. 
C)  Yes. He could have apologized immediately for the late delivery and kept John apprised of the situation. 
D)  Yes. He could have offered to refund John's money and take the machines back. 
E)  Yes. He could have waited a few days to contact John about the delay.

Question 16

John Bieland, the equipment buyer for Great Lakes Manufacturing, purchased two large riveting machines from Hoseke Corporation's sales representative, Lindell Ross. Because of a clerical error, the machines shipped a day later than scheduled, which put the delivery truck in the middle of a blizzard that shut down roads for several days. By the time the machines were delivered by Hoseke Corporation, they were a full week late. John Bieland sends an email to Lindell, cc'ing the CEOs of Great Lakes Manufacturing and Hoseke Corporation, expressing his dissatisfaction.
-After this crisis is resolved,what should Lindell do?

Accepted Answer

A)  Make a plan with Hoseke Corporation's customer service department to make extra service calls to John to ensure that he feels taken care of. 
B)  Ask John to buy another machine. 
C)  Talk to his CEO about the faults of the shipping department. 
D)  Rework his call schedule so he calls on fewer prospects and closes fewer sales until spring. 
E)  Ask John for a recommendation to other manufacturers he knows. 
A)  Make a plan with Hoseke Corporation's customer service department to make extra service calls to John to ensure that he feels taken care of. 
B)  Ask John to buy another machine. 
C)  Talk to his CEO about the faults of the shipping department. 
D)  Rework his call schedule so he calls on fewer prospects and closes fewer sales until spring. 
E)  Ask John for a recommendation to other manufacturers he knows.

Question 17

The effort to sell better-quality products is known as ________.

Accepted Answer

The answer of The effort to sell better-quality products is...

Question 18

Cross-selling involves selling products that are directly related to products that you have sold to an established customer.

Accepted Answer

A) True 
 B)False

Question 19

Business meetings in Russia typically start on time because Russians value punctuality.

Accepted Answer

A) True 
 B)False

Question 20

Full-line selling is also known as:

Accepted Answer

A)  approach selling 
B)  upselling 
C)  cross-selling 
D)  suggestion selling 
E)  expansion selling 
A)  approach selling 
B)  upselling 
C)  cross-selling 
D)  suggestion selling 
E)  expansion selling

Quick & Reilly,a financial services company,was able to increase sales by 35 percent by implementing which of the following programs?

Getting credit for the value you create for the customer is known as ________.

When a customer service problem requires an apology,a salesperson should most likely:

A form that serves as a communications link with persons who can assist with customer service is called a:

According to Ted Levitt,author of The Marketing Imagination,once the customer buys your product,expectations:

When dealing with customer complaints,the salesperson should most likely:

A best practice by which salespeople can use technology to strengthen relationships with customers is by:

________ involves selling products that are not directly related to products that you have sold to an established customer.

Expansion selling encompasses which of the following?

The effort to sell better-quality products is called:

The effort to sell better-quality products is known as ________.

Cross-selling involves selling products that are directly related to products that you have sold to an established customer.

Business meetings in Russia typically start on time because Russians value punctuality.

Full-line selling is also known as:

Relationship Selling Opportunities in the Information Economy

Evolution of Selling Models That Compliment the Marketing Concept

Ethics: the Foundation for Partnering Relationships That Create Value

Creating Value With a Relationship Strategy

Communication Styles: a Key to Adaptive Selling Today

Creating Product Solutions

Product-Selling Strategies That Add Value

The Buying Process and Buyer Behavior

Developing and Qualifying Prospects and Accounts

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

Management of the Sales Force

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Exam 15: Servicing the Sale and Building the Partnership

Quick & Reilly,a financial services company,was able to increase sales by 35 percent by implementing which of the following programs?

Getting credit for the value you create for the customer is known as ________.

When a customer service problem requires an apology,a salesperson should most likely:

A form that serves as a communications link with persons who can assist with customer service is called a:

According to Ted Levitt,author of The Marketing Imagination,once the customer buys your product,expectations:

When dealing with customer complaints,the salesperson should most likely:

A best practice by which salespeople can use technology to strengthen relationships with customers is by:

________ involves selling products that are not directly related to products that you have sold to an established customer.

Expansion selling encompasses which of the following?

The effort to sell better-quality products is called:

The effort to sell better-quality products is known as ________.

Cross-selling involves selling products that are directly related to products that you have sold to an established customer.

Business meetings in Russia typically start on time because Russians value punctuality.

Full-line selling is also known as:

Relationship Selling Opportunities in the Information Economy

Evolution of Selling Models That Compliment the Marketing Concept

Ethics: the Foundation for Partnering Relationships That Create Value

Creating Value With a Relationship Strategy

Communication Styles: a Key to Adaptive Selling Today

Creating Product Solutions

Product-Selling Strategies That Add Value

The Buying Process and Buyer Behavior

Developing and Qualifying Prospects and Accounts

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

Management of the Sales Force

Filters