Question 1

Customer complaints can provide the firm with great value.How?

Accepted Answer

A) They give customer service representatives work to do. 
B) Resolving them ties up important resources. 
C) They offer an opportunity to shed bad customers. 
D) They can be a source of information that is difficult to obtain by other means. 
E) They provide a chance to prove the company is right. 
A) They give customer service representatives work to do. 
B) Resolving them ties up important resources. 
C) They offer an opportunity to shed bad customers. 
D) They can be a source of information that is difficult to obtain by other means. 
E) They provide a chance to prove the company is right.

Question 2

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.
-Because the programs are membership programs and not simply discount programs,it is important to members to include not only free admission to the zoo,a special parking lot,and discounts on gift shop purchases,but also:

Accepted Answer

A) free admission for children 
B) two guest passes per year 
C) special events just for members 
D) discounts on other institutions in the area 
E) reciprocal admission at zoos across the country 
A) free admission for children 
B) two guest passes per year 
C) special events just for members 
D) discounts on other institutions in the area 
E) reciprocal admission at zoos across the country

Question 3

It is usually a good idea to demonstrate the suggested item.

Accepted Answer

A) True 
 B)False

Question 4

________ ________ 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...

Question 5

Salespeople should do which of the following when product is delivered to customers?

Accepted Answer

A) Call the shipping agent to monitor delivery. 
B) Supervise the installation process on site. 
C) Offer training in the use or care of the product. 
D) Change the price the customer needs to pay. 
E) Unpack the product by hand. 
A) Call the shipping agent to monitor delivery. 
B) Supervise the installation process on site. 
C) Offer training in the use or care of the product. 
D) Change the price the customer needs to pay. 
E) Unpack the product by hand.

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 for Orthodox Jewish college students that send the students on work service projects all across the United States,to begin a month after the closing date.
-Gail ensures that all the meals served on the flights for the Orthodox Jewish client group are Kosher certified.This is an example of which of the following?

Accepted Answer

A) an inducement Gail uses to reinforce the relationship so the group will want to continue the partnership with Countrywide 
B) an upsell that gets the client to pay more money to Countrywide 
C) reliability in being able to be contacted by her clients at all times 
D) flexible credit options for client payments 
E) diligence in fulfilling the terms of the sale 
A) an inducement Gail uses to reinforce the relationship so the group will want to continue the partnership with Countrywide 
B) an upsell that gets the client to pay more money to Countrywide 
C) reliability in being able to be contacted by her clients at all times 
D) flexible credit options for client payments 
E) diligence in fulfilling the terms of the sale

Question 7

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

Accepted Answer

A) True 
 B)False

Customer complaints can provide the firm with great value.How?

It is usually a good idea to demonstrate the suggested item.

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

Salespeople should do which of the following when product is delivered to customers?

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

Relationship Selling Opportunities in the Information Economy

Evolution of Selling Models That Compliment 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 Behavior

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 Demonstration

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 complaints can provide the firm with great value.How?

It is usually a good idea to demonstrate the suggested item.

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

Salespeople should do which of the following when product is delivered to customers?

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

Relationship Selling Opportunities in the Information Economy

Evolution of Selling Models That Compliment 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 Behavior

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 Demonstration

Negotiating Buyer Concerns

Adapting the Close and Confirming the Partnership

Opportunity Management: the Key to Greater Sales Productivity

Management of the Sales Force

Filters

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