Question 1

A salesperson should stop by a customer's office to socialize,even if it takes some of the customer's time.

Accepted Answer

A) True 
 B)False

Question 2

One reason companies train new sales personnel is to:

Accepted Answer

A) Avoid on-the-job training costs. 
B) Avoid losing good customers due to the mistakes of unskilled sales people. 
C) Stimulate interest among competing firms. 
D) Minimize CRM costs. 
A) Avoid on-the-job training costs. 
B) Avoid losing good customers due to the mistakes of unskilled sales people. 
C) Stimulate interest among competing firms. 
D) Minimize CRM costs.

Question 3

Because Tyler has developed trust and rapport with his customers,it takes some of the pressure off:

Accepted Answer

A) Prospecting. 
B) Qualifying. 
C) The "close." 
D) Compensation. 
A) Prospecting. 
B) Qualifying. 
C) The "close." 
D) Compensation.

Question 4

Which of the following is true?

Accepted Answer

A) There is a strong correlation between long-term business success and short-term customer relationships. 
B) In the retention stage of the customer life cycle,increasing the value of each existing customer is the objective. 
C) In the growth stage of the customer life cycle,a company retains its customers by delivering on its value proposition. 
D) Customer selection and acquisition is just the beginning of the customer life cycle. 
A) There is a strong correlation between long-term business success and short-term customer relationships. 
B) In the retention stage of the customer life cycle,increasing the value of each existing customer is the objective. 
C) In the growth stage of the customer life cycle,a company retains its customers by delivering on its value proposition. 
D) Customer selection and acquisition is just the beginning of the customer life cycle.

Question 5

__________ plays a major role in using information to manage customer relationships.

Accepted Answer

A) Persuasion. 
B) Technology 
C) Communication 
D) Persuasive communication 
A) Persuasion. 
B) Technology 
C) Communication 
D) Persuasive communication

Question 6

Value can be described as a "give-get" ratio.

Accepted Answer

A) True 
 B)False

Question 7

Brenda is the manager for the local burger-whopper fast food outlet.She wants to increase employee internal customer mindset.Which of the following would she stress?

Accepted Answer

A) Customers who receive my work are my employees. 
B) Meeting the needs of employees who receive my work is their problem. 
C) It is important to receive feedback from employees who receive my work. 
D) It is not my job to focus on the requirements of those who receive my work. 
A) Customers who receive my work are my employees. 
B) Meeting the needs of employees who receive my work is their problem. 
C) It is important to receive feedback from employees who receive my work. 
D) It is not my job to focus on the requirements of those who receive my work.

Question 8

Another name for problem solving selling is ____________ selling.

Accepted Answer

A) Transactional 
B) Expectancy 
C) Follow-up 
D) Solution 
A) Transactional 
B) Expectancy 
C) Follow-up 
D) Solution

Question 9

Hylana has been selling textbooks for years.She knows instructors will often have objections concerning:

Accepted Answer

A) Price. 
B) Delivery. 
C) Timing. 
D) All of the choices are correct. 
A) Price. 
B) Delivery. 
C) Timing. 
D) All of the choices are correct.

Question 10

Overpromising to get an initial sale may work once in ___________ selling.

Accepted Answer

A) Transactional 
B) Expectancy 
C) Follow-up 
D) Solution 
A) Transactional 
B) Expectancy 
C) Follow-up 
D) Solution

Question 11

The European Union is leading efforts to force companies to ____________ products they sell.

Accepted Answer

A) Differentiate 
B) Handle ethical objections to 
C) Improve international follow-up for 
D) Reuse or recycle 
A) Differentiate 
B) Handle ethical objections to 
C) Improve international follow-up for 
D) Reuse or recycle

Question 12

Glen and forty other students are trying to sell tickets to the university's basketball game.Glen is involved in _________ selling.

Accepted Answer

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

Question 13

__________ theory holds that sales people will allocate their effort depending on the probability of that effort improving their performance and rewards.

Accepted Answer

A) Determinism. 
B) Pre-destination. 
C) External evaluation. 
D) Expectancy. 
A) Determinism. 
B) Pre-destination. 
C) External evaluation. 
D) Expectancy.

Question 14

Which of the following is an example of an external customer mindset?

Accepted Answer

A) I must understand the needs of my company. 
B) It is critical to provide value to my company. 
C) I am primarily interested in satisfying my company. 
D) I must understand who buys my company's products and services. 
A) I must understand the needs of my company. 
B) It is critical to provide value to my company. 
C) I am primarily interested in satisfying my company. 
D) I must understand who buys my company's products and services.

Question 15

Loren tells his customer that his product will definitely outperform competitors' offerings.What Loren is doing may be __________ but considered _______ by customers.

Accepted Answer

A) Ethical; legal 
B) Unethical; ethical 
C) Legal; unethical 
D) Illegal; legal 
A) Ethical; legal 
B) Unethical; ethical 
C) Legal; unethical 
D) Illegal; legal

A salesperson should stop by a customer's office to socialize,even if it takes some of the customer's time.

One reason companies train new sales personnel is to:

Because Tyler has developed trust and rapport with his customers,it takes some of the pressure off:

Which of the following is true?

__________ plays a major role in using information to manage customer relationships.

Value can be described as a "give-get" ratio.

Brenda is the manager for the local burger-whopper fast food outlet.She wants to increase employee internal customer mindset.Which of the following would she stress?

Another name for problem solving selling is ____________ selling.

Hylana has been selling textbooks for years.She knows instructors will often have objections concerning:

Overpromising to get an initial sale may work once in ___________ selling.

The European Union is leading efforts to force companies to ____________ products they sell.

Glen and forty other students are trying to sell tickets to the university's basketball game.Glen is involved in _________ selling.

__________ theory holds that sales people will allocate their effort depending on the probability of that effort improving their performance and rewards.

Which of the following is an example of an external customer mindset?

Loren tells his customer that his product will definitely outperform competitors' offerings.What Loren is doing may be ____ but considered _ by customers.

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

A salesperson should stop by a customer's office to socialize,even if it takes some of the customer's time.

One reason companies train new sales personnel is to:

Because Tyler has developed trust and rapport with his customers,it takes some of the pressure off:

Which of the following is true?

__________ plays a major role in using information to manage customer relationships.

Value can be described as a "give-get" ratio.

Brenda is the manager for the local burger-whopper fast food outlet.She wants to increase employee internal customer mindset.Which of the following would she stress?

Another name for problem solving selling is ____________ selling.

Hylana has been selling textbooks for years.She knows instructors will often have objections concerning:

Overpromising to get an initial sale may work once in ___________ selling.

The European Union is leading efforts to force companies to ____________ products they sell.

Glen and forty other students are trying to sell tickets to the university's basketball game.Glen is involved in _________ selling.

__________ theory holds that sales people will allocate their effort depending on the probability of that effort improving their performance and rewards.

Which of the following is an example of an external customer mindset?

Loren tells his customer that his product will definitely outperform competitors' offerings.What Loren is doing may be __________ but considered _______ by customers.

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

Loren tells his customer that his product will definitely outperform competitors' offerings.What Loren is doing may be ____ but considered _ by customers.