Question 1

Roberto is training his staff to improve service recovery.Roberto tells his staff to:

Accepted Answer

A) Listen carefully to what the customer has to say. 
B) Argue only when necessary. 
C) Make excuses rather than accept blame. 
D) All of the choices are correct. 
A) Listen carefully to what the customer has to say. 
B) Argue only when necessary. 
C) Make excuses rather than accept blame. 
D) All of the choices are correct.

Question 2

Tracy bounces back quickly from rejection and sticks to her sales task even though at times it is difficult.Tracy displays:

Accepted Answer

A) Tenacity. 
B) A positive attitude. 
C) Active listening. 
D) Rejection control. 
A) Tenacity. 
B) A positive attitude. 
C) Active listening. 
D) Rejection control.

Question 3

Kim is a successful relationship salesperson.She

Accepted Answer

A) Effectively pressures customers at just the right point in the sales call. 
B) Does not need to use manipulative closing approaches. 
C) Minimizes follow-up in order to spend more time cultivating new relationships. 
D) All of the choices are correct. 
A) Effectively pressures customers at just the right point in the sales call. 
B) Does not need to use manipulative closing approaches. 
C) Minimizes follow-up in order to spend more time cultivating new relationships. 
D) All of the choices are correct.

Question 4

"Our shipping department closes at 4 PM.I will call them and get the order out by the end of the day" is an example of a ______________ close.

Accepted Answer

A) Assumptive. 
B) Alternative choice. 
C) Minor point. 
D) Direct. 
A) Assumptive. 
B) Alternative choice. 
C) Minor point. 
D) Direct.

Question 5

Sales executives often call the ____________ the single most important stage in the relationship-selling process.

Accepted Answer

A) Preapproach. 
B) Prospecting. 
C) Follow-up 
D) Closing. 
A) Preapproach. 
B) Prospecting. 
C) Follow-up 
D) Closing.

Question 6

Bob listens and watches his customers.Which of the following is a nonverbal buying signal Bob should look for?

Accepted Answer

A) Giving positive feedback. 
B) Relaxed,friendly,and open. 
C) Seeking other opinions. 
D) Providing purchase requirements. 
A) Giving positive feedback. 
B) Relaxed,friendly,and open. 
C) Seeking other opinions. 
D) Providing purchase requirements.

Question 7

Another name for a balance sheet close is a t-account close.

Accepted Answer

A) True 
 B)False

Question 8

CRM can be used by salespeople to:

Accepted Answer

A) Track post-sale problems. 
B) Track salespeople's' performance. 
C) Document customer satisfaction. 
D) All of the choices are correct. 
A) Track post-sale problems. 
B) Track salespeople's' performance. 
C) Document customer satisfaction. 
D) All of the choices are correct.

Question 9

"Let's show this to our technical staff" is an example of ___________ buying signal.

Accepted Answer

A) Giving positive feedback. 
B) Asking questions. 
C) Seeking other opinions. 
D) Providing purchase requirements. 
A) Giving positive feedback. 
B) Asking questions. 
C) Seeking other opinions. 
D) Providing purchase requirements.

Question 10

Salespeople should always complete their sales presentation before attempting to close.

Accepted Answer

A) True 
 B)False

Question 11

Using an example,describe a balance sheet closing.

Accepted Answer

Answers will vary but should i

Question 12

Using an example,describe a buy-now closing.

Accepted Answer

Answers will vary bu

Question 13

At no place in the selling process is understanding the nature of the relationship selling model more relevant than in:

Accepted Answer

A) Closing. 
B) Prequalifying. 
C) Self-management. 
D) Using information. 
A) Closing. 
B) Prequalifying. 
C) Self-management. 
D) Using information.

Question 14

The "20-10-5 rule" can help you:

Accepted Answer

A) Select the right prospect. 
B) Find your bliss. 
C) Keep complaints under control. 
D) Close the sale. 
A) Select the right prospect. 
B) Find your bliss. 
C) Keep complaints under control. 
D) Close the sale.

Question 15

Debbie closely monitors the dialogue with her customers,watching for buying signals,and the right time to close the sale.Debbie is engaged in:

Accepted Answer

A) The buy-now close. 
B) Active listening. 
C) Performance gap assessment. 
D) Empathy. 
A) The buy-now close. 
B) Active listening. 
C) Performance gap assessment. 
D) Empathy.

Roberto is training his staff to improve service recovery.Roberto tells his staff to:

Tracy bounces back quickly from rejection and sticks to her sales task even though at times it is difficult.Tracy displays:

Kim is a successful relationship salesperson.She

"Our shipping department closes at 4 PM.I will call them and get the order out by the end of the day" is an example of a ______________ close.

Sales executives often call the ____________ the single most important stage in the relationship-selling process.

Bob listens and watches his customers.Which of the following is a nonverbal buying signal Bob should look for?

Another name for a balance sheet close is a t-account close.

CRM can be used by salespeople to:

"Let's show this to our technical staff" is an example of ___________ buying signal.

Salespeople should always complete their sales presentation before attempting to close.

Using an example,describe a balance sheet closing.

Using an example,describe a buy-now closing.

At no place in the selling process is understanding the nature of the relationship selling model more relevant than in:

The "20-10-5 rule" can help you:

Debbie closely monitors the dialogue with her customers,watching for buying signals,and the right time to close the sale.Debbie is engaged in:

Introduction to Relationship Selling

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

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 8: Closing the Sale and Follow-Up

Roberto is training his staff to improve service recovery.Roberto tells his staff to:

Tracy bounces back quickly from rejection and sticks to her sales task even though at times it is difficult.Tracy displays:

Kim is a successful relationship salesperson.She

"Our shipping department closes at 4 PM.I will call them and get the order out by the end of the day" is an example of a ______________ close.

Sales executives often call the ____________ the single most important stage in the relationship-selling process.

Bob listens and watches his customers.Which of the following is a nonverbal buying signal Bob should look for?

Another name for a balance sheet close is a t-account close.

CRM can be used by salespeople to:

"Let's show this to our technical staff" is an example of ___________ buying signal.

Salespeople should always complete their sales presentation before attempting to close.

Using an example,describe a balance sheet closing.

Using an example,describe a buy-now closing.

At no place in the selling process is understanding the nature of the relationship selling model more relevant than in:

The "20-10-5 rule" can help you:

Debbie closely monitors the dialogue with her customers,watching for buying signals,and the right time to close the sale.Debbie is engaged in:

Introduction to Relationship Selling

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

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