Question 1

With B2B selling,responsiveness and reliability are essential service behaviors.

Accepted Answer

A) True 
 B)False

Question 2

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 3

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 4

How can customer complaints provide the firm with great value?

Accepted Answer

A) Customer service representatives require on-the-job training. 
B) Resolving complaints involves engaging in two-way communication. 
C) Sorting profitable and non-profitable customers becomes easier. 
D) Complaints provide information that is difficult to obtain by other means. 
E) Complaints offer an opportunity to prove the company is legally and ethically right. 
A) Customer service representatives require on-the-job training. 
B) Resolving complaints involves engaging in two-way communication. 
C) Sorting profitable and non-profitable customers becomes easier. 
D) Complaints provide information that is difficult to obtain by other means. 
E) Complaints offer an opportunity to prove the company is legally and ethically right.

Question 5

In the Six-Step Presentation Plan,the "Servicing the Sale" step includes recognizing closing clues,expansion selling,and making follow-up calls.

Accepted Answer

A) True 
 B)False

Question 6

The most likely reason for salespeople to make follow-up telephone calls to customers is that:

Accepted Answer

A) follow-up calls are more efficient than e-mails 
B) sales managers cannot make all the calls themselves 
C) the customer may place repeat orders during a phone call 
D) customer service representatives cannot be trusted to make the calls 
E) the customers are certain to have complaints and issues that need to be addressed 
A) follow-up calls are more efficient than e-mails 
B) sales managers cannot make all the calls themselves 
C) the customer may place repeat orders during a phone call 
D) customer service representatives cannot be trusted to make the calls 
E) the customers are certain to have complaints and issues that need to be addressed

Question 7

________ 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 8

Research indicates that about half of lost customers leave due to price considerations.

Accepted Answer

A) True 
 B)False

Question 9

Which of the following is recommended when using suggestion selling?

Accepted Answer

A) Don't waste time suggesting low-profit items. 
B) Don't hesitate to make suggestions before closing the sale. 
C) Don't make suggestions until you have first satisfied the customer's primary need. 
D) Show the suggested item only if the customer seems interested and profit margins are high. 
E) Suggestion selling should be used to generate half again as much revenue as the primary product does. 
A) Don't waste time suggesting low-profit items. 
B) Don't hesitate to make suggestions before closing the sale. 
C) Don't make suggestions until you have first satisfied the customer's primary need. 
D) Show the suggested item only if the customer seems interested and profit margins are high. 
E) Suggestion selling should be used to generate half again as much revenue as the primary product does.

Question 10

List and describe the five major customer follow-up strategies.

Accepted Answer

1.Personal visit.Usually the most costly

Question 11

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 12

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 13

Salespeople should most likely do which of the following when a product is delivered to a customer?

Accepted Answer

A) Call the shipping agent to monitor delivery. 
B) Mail an instruction manual to the customer. 
C) Offer training in the use of the product. 
D) Change the price charged to the customer. 
E) Unpack the product by hand. 
A) Call the shipping agent to monitor delivery. 
B) Mail an instruction manual to the customer. 
C) Offer training in the use of the product. 
D) Change the price charged to the customer. 
E) Unpack the product by hand.

Question 14

Which of the following would LEAST likely help a salesperson earn a repeat sale?

Accepted Answer

A) providing professional looking business cards 
B) ensuring timely delivery of a product 
C) acting as the customer's advocate 
D) ensuring the accuracy of invoices 
E) offering technical expertise 
A) providing professional looking business cards 
B) ensuring timely delivery of a product 
C) acting as the customer's advocate 
D) ensuring the accuracy of invoices 
E) offering technical expertise

Question 15

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 16

The best action to take to resolve a customer complaint is to:

Accepted Answer

A) schedule a meeting with the customer 
B) pacify the customer by listening 
C) exceed customer expectations 
D) provide the customer with training 
E) encourage the customer to join a loyalty program 
A) schedule a meeting with the customer 
B) pacify the customer by listening 
C) exceed customer expectations 
D) provide the customer with training 
E) encourage the customer to join a loyalty program

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

Alana Pierce is the director of Membership Programs for the Tammerline Zoo.She develops the programs and sells them to zoo visitors.The programs are tiered and include discounts and special perks for members.
-A member contacts Alana to complain about parking.Every time she brings her children to the zoo,the members-only parking lot is full,and she is forced to park farther away in the general admission parking lot.When Alana receives such calls,she should most likely:

Accepted Answer

A) refer the problem to the maintenance department 
B) identify whether the complaint is real or perceived 
C) allow customers to express their feelings 
D) avoid explaining the cause of the problem 
E) offer to cancel the membership 
A) refer the problem to the maintenance department 
B) identify whether the complaint is real or perceived 
C) allow customers to express their feelings 
D) avoid explaining the cause of the problem 
E) offer to cancel the membership

Question 19

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 20

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.
-What should Lindell offer to John to rectify the situation?

Accepted Answer

A) Lindell should send John two new machines. 
B) Lindell should consult with John to find out what would help him regain trust in Lindell and in Hoseke Corporation. 
C) Lindell should refund John's money. 
D) Lindell should discount any further purchases by half. 
E) Lindell should demote the head of the shipping department. 
A) Lindell should send John two new machines. 
B) Lindell should consult with John to find out what would help him regain trust in Lindell and in Hoseke Corporation. 
C) Lindell should refund John's money. 
D) Lindell should discount any further purchases by half. 
E) Lindell should demote the head of the shipping department.

With B2B selling,responsiveness and reliability are essential service behaviors.

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

How can customer complaints provide the firm with great value?

In the Six-Step Presentation Plan,the "Servicing the Sale" step includes recognizing closing clues,expansion selling,and making follow-up calls.

The most likely reason for salespeople to make follow-up telephone calls to customers is that:

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

Research indicates that about half of lost customers leave due to price considerations.

Which of the following is recommended when using suggestion selling?

List and describe the five major customer follow-up strategies.

Expansion selling encompasses which of the following?

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

Salespeople should most likely do which of the following when a product is delivered to a customer?

Which of the following would LEAST likely help a salesperson earn a repeat sale?

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

The best action to take to resolve a customer complaint is to:

The effort to sell better-quality products is 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

Exam 15: Servicing the Sale and Building the Partnership

With B2B selling,responsiveness and reliability are essential service behaviors.

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

How can customer complaints provide the firm with great value?

In the Six-Step Presentation Plan,the "Servicing the Sale" step includes recognizing closing clues,expansion selling,and making follow-up calls.

The most likely reason for salespeople to make follow-up telephone calls to customers is that:

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

Research indicates that about half of lost customers leave due to price considerations.

Which of the following is recommended when using suggestion selling?

List and describe the five major customer follow-up strategies.

Expansion selling encompasses which of the following?

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

Salespeople should most likely do which of the following when a product is delivered to a customer?

Which of the following would LEAST likely help a salesperson earn a repeat sale?

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

The best action to take to resolve a customer complaint is to:

The effort to sell better-quality products is 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