Question 1

Which of the following is one of the customer selling mistakes to avoid?

Accepted Answer

A) Being empowered to handle situations right away. 
B) Knowing too much about the customer's business. 
C) Bringing problems,not solutions. 
D) Not visiting a customer unless you have something of value to share. 
A) Being empowered to handle situations right away. 
B) Knowing too much about the customer's business. 
C) Bringing problems,not solutions. 
D) Not visiting a customer unless you have something of value to share. B

Question 2

The idea that customers provide long-term rewards to a sales organization is called the:

Accepted Answer

A) Due diligence profitability model. 
B) Lifetime value of a customer. 
C) Customer orientation ratio. 
D) Return on corporate sales effort. 
A) Due diligence profitability model. 
B) Lifetime value of a customer. 
C) Customer orientation ratio. 
D) Return on corporate sales effort. B

Question 3

At least one major company rewards their sales staff based on the percentage of sales of the company's new products.This compensation strategy will influence salesperson:

Accepted Answer

A) Drug awareness. 
B) Customer-orientation. 
C) Effort. 
D) Handling of objections. 
A) Drug awareness. 
B) Customer-orientation. 
C) Effort. 
D) Handling of objections. C

Question 4

One reason firms monitor world weather conditions is to assess how changes in weather affect the firm's _____________ environment.

Accepted Answer

A) Natural 
B) Social and cultural 
C) Legal and political 
D) Technological 
A) Natural 
B) Social and cultural 
C) Legal and political 
D) Technological

Question 5

Customers don't appreciate the "salesperson as a _________" explanation when something goes wrong.

Accepted Answer

The answer of Customers don't appreciate the "salesperson as a...

Question 6

Why is value a central theme in relationship selling?

Accepted Answer

Value is central to relationship selling

Question 7

The practice of giving your customers many reasons not to switch to competitors is known as:

Accepted Answer

A) Building customer loyalty. 
B) Selling based on price. 
C) Making the most profit. 
D) Earning the highest commission. 
A) Building customer loyalty. 
B) Selling based on price. 
C) Making the most profit. 
D) Earning the highest commission.

Question 8

Because she has considerable autonomy,Marla will have to decide:

Accepted Answer

A) How to organize her job. 
B) Her sales territory route. 
C) How to prioritize customers. 
D) All of the choices are correct. 
A) How to organize her job. 
B) Her sales territory route. 
C) How to prioritize customers. 
D) All of the choices are correct.

Question 9

Companies try to influence their ___________ through political lobbying and public relations campaigns.

Accepted Answer

A) External environments 
B) Internal environments 
C) Autonomous 
D) Relationships 
A) External environments 
B) Internal environments 
C) Autonomous 
D) Relationships

Question 10

The net bundle of benefits customers derive from the product you are selling is called the:

Accepted Answer

A) CRM scope. 
B) Competitive offering. 
C) Value proposition. 
D) Customer delight 
A) CRM scope. 
B) Competitive offering. 
C) Value proposition. 
D) Customer delight

Question 11

How can effective follow-up support relationship selling?

Accepted Answer

Effective follow-up improves c

Question 12

The net bundle of benefits the customer derives from a product being sold represents the "value" to the customer.

Accepted Answer

A) True 
 B)False

Question 13

Part of successful selling involves understanding and support from the firm's internal environment.What are the components of a firm's internal environment?

Accepted Answer

A firm's internal environment includes i

Question 14

Tara sells customized software.She often spends considerable time and effort listening to customers and learning about their problems.Tara is involved in _________ selling.

Accepted Answer

A) Transactional 
B) Reflective 
C) Consultative 
D) Enterprise 
A) Transactional 
B) Reflective 
C) Consultative 
D) Enterprise

Question 15

Diana works hard to maintain relationships with her customers.She knows ___________ is critical in this area of relationship selling.

Accepted Answer

A) Follow-up 
B) Prospecting 
C) Closing 
D) Internal qualifying 
A) Follow-up 
B) Prospecting 
C) Closing 
D) Internal qualifying

Question 16

The focus of much selling today is on securing,building,and maintaining short-term relationships with unprofitable customers.

Accepted Answer

A) True 
 B)False

Question 17

While using and managing a firm's internal environment can totally consume a manager's time and effort,changes in the firm's external environment can create opportunities and/or roadblocks.What are the five components of a firm's external environment they need to monitor?

Accepted Answer

The five external co

Question 18

While transactional selling works to reduce __________,relationship selling works to add ______.

Accepted Answer

A) Value; price 
B) Costs; value 
C) Ethics; price 
D) Value; costs 
A) Value; price 
B) Costs; value 
C) Ethics; price 
D) Value; costs

Question 19

Changes in communication systems allowing 24-hour per day ordering for customers around the world would be assessed as part of a firm's __________ environment.

Accepted Answer

A) Natural 
B) Social and cultural 
C) Economic 
D) Technological 
A) Natural 
B) Social and cultural 
C) Economic 
D) Technological

Question 20

In selling,ethical dilemmas typically occur between sales people and:

Accepted Answer

A) Customers. 
B) Sales managers. 
C) Criminal courts. 
D) Customers and sales managers. 
A) Customers. 
B) Sales managers. 
C) Criminal courts. 
D) Customers and sales managers.

Which of the following is one of the customer selling mistakes to avoid?

The idea that customers provide long-term rewards to a sales organization is called the:

At least one major company rewards their sales staff based on the percentage of sales of the company's new products.This compensation strategy will influence salesperson:

One reason firms monitor world weather conditions is to assess how changes in weather affect the firm's _____________ environment.

Customers don't appreciate the "salesperson as a _________" explanation when something goes wrong.

Why is value a central theme in relationship selling?

The practice of giving your customers many reasons not to switch to competitors is known as:

Because she has considerable autonomy,Marla will have to decide:

Companies try to influence their ___________ through political lobbying and public relations campaigns.

The net bundle of benefits customers derive from the product you are selling is called the:

How can effective follow-up support relationship selling?

The net bundle of benefits the customer derives from a product being sold represents the "value" to the customer.

Part of successful selling involves understanding and support from the firm's internal environment.What are the components of a firm's internal environment?

Tara sells customized software.She often spends considerable time and effort listening to customers and learning about their problems.Tara is involved in _________ selling.

Diana works hard to maintain relationships with her customers.She knows ___________ is critical in this area of relationship selling.

The focus of much selling today is on securing,building,and maintaining short-term relationships with unprofitable customers.

While using and managing a firm's internal environment can totally consume a manager's time and effort,changes in the firm's external environment can create opportunities and/or roadblocks.What are the five components of a firm's external environment they need to monitor?

While transactional selling works to reduce ____,relationship selling works to add .

Changes in communication systems allowing 24-hour per day ordering for customers around the world would be assessed as part of a firm's __________ environment.

In selling,ethical dilemmas typically occur between sales people and:

Using Information to Understand Sellers and Buyers

Value Creation in Buyer-Seller Relationships

Ethical and Legal Issues in Relationship Selling

Prospecting and Sales Call Planning

Communicating the Sales Message

Negotiating for Win-Win Solutions

Closing the Sale and Follow-Up

Self-Management: Time and Territory

Salesperson Performance: Behavior,Motivation,and Role Perceptions

Recruiting and Selecting Sales-people

Training Sales-People for Sales Success

Sales-Person Compensation and Incentives

Evaluating Sales-Person Performance

Filters

Exam 1: Introduction to Relationship Selling

Which of the following is one of the customer selling mistakes to avoid?

The idea that customers provide long-term rewards to a sales organization is called the:

At least one major company rewards their sales staff based on the percentage of sales of the company's new products.This compensation strategy will influence salesperson:

One reason firms monitor world weather conditions is to assess how changes in weather affect the firm's _____________ environment.

Customers don't appreciate the "salesperson as a _________" explanation when something goes wrong.

Why is value a central theme in relationship selling?

The practice of giving your customers many reasons not to switch to competitors is known as:

Because she has considerable autonomy,Marla will have to decide:

Companies try to influence their ___________ through political lobbying and public relations campaigns.

The net bundle of benefits customers derive from the product you are selling is called the:

How can effective follow-up support relationship selling?

The net bundle of benefits the customer derives from a product being sold represents the "value" to the customer.

Part of successful selling involves understanding and support from the firm's internal environment.What are the components of a firm's internal environment?

Tara sells customized software.She often spends considerable time and effort listening to customers and learning about their problems.Tara is involved in _________ selling.

Diana works hard to maintain relationships with her customers.She knows ___________ is critical in this area of relationship selling.

The focus of much selling today is on securing,building,and maintaining short-term relationships with unprofitable customers.

While using and managing a firm's internal environment can totally consume a manager's time and effort,changes in the firm's external environment can create opportunities and/or roadblocks.What are the five components of a firm's external environment they need to monitor?

While transactional selling works to reduce __________,relationship selling works to add ______.

Changes in communication systems allowing 24-hour per day ordering for customers around the world would be assessed as part of a firm's __________ environment.

In selling,ethical dilemmas typically occur between sales people and:

Using Information to Understand Sellers and Buyers

Value Creation in Buyer-Seller Relationships

Ethical and Legal Issues in Relationship Selling

Prospecting and Sales Call Planning

Communicating the Sales Message

Negotiating for Win-Win Solutions

Closing the Sale and Follow-Up

Self-Management: Time and Territory

Salesperson Performance: Behavior,Motivation,and Role Perceptions

Recruiting and Selecting Sales-people

Training Sales-People for Sales Success

Sales-Person Compensation and Incentives

Evaluating Sales-Person Performance

Filters

While transactional selling works to reduce ____,relationship selling works to add .