Question 1

Customer expectations __________ after the sale is closed.

Accepted Answer

A) decrease 
B) change 
C) remain the same 
D) shift 
E) increase 
A) decrease 
B) change 
C) remain the same 
D) shift 
E) increase E

Question 2

Customer service is a ________ effort.

Accepted Answer

A) individual 
B) sales person's 
C) team 
D) company 
E) sellers 
A) individual 
B) sales person's 
C) team 
D) company 
E) sellers C

Question 3

What is the difference between suggestion selling and cross selling?

Accepted Answer

Suggestion selling is suggesting merchandise related to the main item being sold in order to provide customer's additional satisfaction.
Cross selling involves selling products not directly related to products you have sold to customers.It leads to increased sales volume.

Question 4

Full-line selling,cross-selling and upselling are part of ________.

Accepted Answer

A) expansion selling 
B) value selling 
C) transaction selling 
D) partnering 
E) customer service 
A) expansion selling 
B) value selling 
C) transaction selling 
D) partnering 
E) customer service

Question 5

Sales people should give customers every opportunity to disclose their feelings.

Accepted Answer

A) True 
 B)False

Question 6

The salesperson who is genuinely interested in helping customers can build goodwill with suggestion selling.List and describe some of the best ways to engage in suggestion selling.

Accepted Answer

a.Suggest related items.Suggesting a nic

Question 7

What are some strategies for dealing with customer complaints?

Accepted Answer

a.Give customers an opportunity to discl

Question 8

Survey and probing questions are necessary for successful cross-selling.

Accepted Answer

A) True 
 B)False

Question 9

"Would you like me to show you what else we carry in our store" is an effective way to ask a suggestion selling question.

Accepted Answer

A) True 
 B)False

Question 10

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

Accepted Answer

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

Question 11

Jill has called on Marcia's Cosmetics for several years.She has always been friendly to Marcia but treated the other staff with indifference.When Marcia retired,Jill lost the account for what key reason(s)?

Accepted Answer

A) It was time for a new sales representative. 
B) Jill's communication style was different from the new buyer's. 
C) No one was educated about her products. 
D) Jill failed to develop good personal relationships with key people. 
E) No one knew her. 
A) It was time for a new sales representative. 
B) Jill's communication style was different from the new buyer's. 
C) No one was educated about her products. 
D) Jill failed to develop good personal relationships with key people. 
E) No one knew her.

Question 12

Salespeople should not waste their time communicating with receptionists and clerks.

Accepted Answer

A) True 
 B)False

Question 13

In this millennium,long-run competitive advantage will be derived from:

Accepted Answer

A) superior customer service. 
B) lowering prices. 
C) targeted advertising. 
D) cheaper labour costs. 
E) on-line selling. 
A) superior customer service. 
B) lowering prices. 
C) targeted advertising. 
D) cheaper labour costs. 
E) on-line selling.

Question 14

Customers act as a double-edged sword; happy customers give positive referrals but when they are unhappy about the service,they tell twice the number of people about it.

Accepted Answer

A) True 
 B)False

Question 15

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

Accepted Answer

a.Personal visit.Usually the most costly

Question 16

Research indicates that one-third of customer attrition is due to poor service.

Accepted Answer

A) True 
 B)False

Question 17

List five service behaviours a salesperson can use to improve business-to-business selling.

Accepted Answer

a.Diligence - being responsive and relia

Question 18

When a customer calls to vent off his frustration after the sale,a salesperson should remind the customer that his perception may be different than the reality.

Accepted Answer

A) True 
 B)False

Question 19

In partnership selling the salesperson should become a customer's advocate.

Accepted Answer

A) True 
 B)False

Question 20

The most costly follow-up method is a:

Accepted Answer

A) personal visit. 
B) call report. 
C) fax. 
D) telephone call. 
E) letter or card. 
A) personal visit. 
B) call report. 
C) fax. 
D) telephone call. 
E) letter or card.

Customer expectations __________ after the sale is closed.

Customer service is a ________ effort.

What is the difference between suggestion selling and cross selling?

Full-line selling,cross-selling and upselling are part of ________.

Sales people should give customers every opportunity to disclose their feelings.

The salesperson who is genuinely interested in helping customers can build goodwill with suggestion selling.List and describe some of the best ways to engage in suggestion selling.

What are some strategies for dealing with customer complaints?

Survey and probing questions are necessary for successful cross-selling.

"Would you like me to show you what else we carry in our store" is an effective way to ask a suggestion selling question.

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

Jill has called on Marcia's Cosmetics for several years.She has always been friendly to Marcia but treated the other staff with indifference.When Marcia retired,Jill lost the account for what key reason(s)?

Salespeople should not waste their time communicating with receptionists and clerks.

In this millennium,long-run competitive advantage will be derived from:

Customers act as a double-edged sword; happy customers give positive referrals but when they are unhappy about the service,they tell twice the number of people about it.

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

Research indicates that one-third of customer attrition is due to poor service.

List five service behaviours a salesperson can use to improve business-to-business selling.

When a customer calls to vent off his frustration after the sale,a salesperson should remind the customer that his perception may be different than the reality.

In partnership selling the salesperson should become a customer's advocate.

The most costly follow-up method is a:

Relationship Selling Opportunities in the Information Economy

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

Management of the Sales Force

Filters

Exam 15: Servicing the Sale and Building the Partnership

Customer expectations __________ after the sale is closed.

Customer service is a ________ effort.

What is the difference between suggestion selling and cross selling?

Full-line selling,cross-selling and upselling are part of ________.

Sales people should give customers every opportunity to disclose their feelings.

The salesperson who is genuinely interested in helping customers can build goodwill with suggestion selling.List and describe some of the best ways to engage in suggestion selling.

What are some strategies for dealing with customer complaints?

Survey and probing questions are necessary for successful cross-selling.

"Would you like me to show you what else we carry in our store" is an effective way to ask a suggestion selling question.

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

Jill has called on Marcia's Cosmetics for several years.She has always been friendly to Marcia but treated the other staff with indifference.When Marcia retired,Jill lost the account for what key reason(s)?

Salespeople should not waste their time communicating with receptionists and clerks.

In this millennium,long-run competitive advantage will be derived from:

Customers act as a double-edged sword; happy customers give positive referrals but when they are unhappy about the service,they tell twice the number of people about it.

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

Research indicates that one-third of customer attrition is due to poor service.

List five service behaviours a salesperson can use to improve business-to-business selling.

When a customer calls to vent off his frustration after the sale,a salesperson should remind the customer that his perception may be different than the reality.

In partnership selling the salesperson should become a customer's advocate.

The most costly follow-up method is a:

Relationship Selling Opportunities in the Information Economy

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

Management of the Sales Force

Filters