Question 1

In which of the following types of salesperson-customer relationships will the time horizon be the shortest?

Accepted Answer

A)  Solo market transaction 
B)  Functional relationship 
C)  New task buy 
D)  Partnering relationship 
E)  Modified rebuy exchange 
A)  Solo market transaction 
B)  Functional relationship 
C)  New task buy 
D)  Partnering relationship 
E)  Modified rebuy exchange

Question 2

Caesar salad dressing when made correctly contains raw eggs,but fear of salmonella poisoning has forced many restaurants to use an inferior tasting bottled dressing in their Caesar salads.Davidson from Food Tech,a company developing preservatives and food additives,has developed a process for pasteurizing eggs on a large-scale basis.The pasteurization of eggs is a complicated process that took years to perfect.Because Food Techn developed the process and will share it with poultry farmers,the company would be classified as a:

Accepted Answer

A)  competitive partner. 
B)  deep seller. 
C)  lead user. 
D)  spotter. 
E)  driver. 
A)  competitive partner. 
B)  deep seller. 
C)  lead user. 
D)  spotter. 
E)  driver.

Question 3

Baxter Healthcare is a leading supplier of hospital products.It has entered into a strategic partnership with many of the hospitals it serves.Baxter supplies them with one-day delivery service of quality products and inventory management assistance.In return,the hospitals give Baxter all of their business.The foundation of their relationships is trust,which is based on:

Accepted Answer

A)  Baxter's perceived dependability. 
B)  Baxter's ability to supply quality products on a one-day notice. 
C)  the concern of both parties for each other's needs. 
D)  Baxter's inventory management expertise. 
E)  all of the above. 
A)  Baxter's perceived dependability. 
B)  Baxter's ability to supply quality products on a one-day notice. 
C)  the concern of both parties for each other's needs. 
D)  Baxter's inventory management expertise. 
E)  all of the above.

Question 4

The use of supplier management systems to discover current suppliers with whom partnership may be possible occurs in the commitment stage of the relationship development process.

Accepted Answer

A) True 
 B)False

Question 5

Zero Zone,Inc.manufactures and sells display refrigeration and freezer units to supermarkets.Its salespeople use federal government research information and trade data to explain to customers why 3-inch thick CFC-free urethane insulation is important for keeping products fresh.Such interactions illustrate the salespeople's _____.

Accepted Answer

A)  discipline 
B)  resilience 
C)  likeability 
D)  flexibility 
E)  competence 
A)  discipline 
B)  resilience 
C)  likeability 
D)  flexibility 
E)  competence

Question 6

What is a supplier relationship management?

Accepted Answer

Supplier relationship management (SRM)is

Question 7

What are the two types of customer loyalty?

Accepted Answer

There are two types of loyalty

Question 8

Which of the following statements about the effects of a successful buyer-seller relationship on organizational structure and culture is true?

Accepted Answer

A)  Only the organizational structure of the seller needs to change for a successful partnering relationship to be implemented. 
B)  The organizational structure and management provide the necessary support for the salespeople and buyers in a partnering relationship. 
C)  Local offices are not affected by partnerships created at headquarters. 
D)  It is only the sales force of a firm that is required to have an orientation to building partnerships. 
E)  Boundary-spanning employees are employees who limit their operations to their duties within the organization, rather than working with clients and vendors. 
A)  Only the organizational structure of the seller needs to change for a successful partnering relationship to be implemented. 
B)  The organizational structure and management provide the necessary support for the salespeople and buyers in a partnering relationship. 
C)  Local offices are not affected by partnerships created at headquarters. 
D)  It is only the sales force of a firm that is required to have an orientation to building partnerships. 
E)  Boundary-spanning employees are employees who limit their operations to their duties within the organization, rather than working with clients and vendors.

Question 9

In which of the following scenarios is a transaction occurring without the buyer and seller having a relationship?

Accepted Answer

A)  Beverly purchases a pair of sandals from a retail sales clerk. 
B)  Leon buys a vacuum cleaner from a door-to-door salesperson. 
C)  Art acquires a new Volvo from a car dealership. 
D)  Ursula hires a weekly diaper service. 
E)  None of the above occurs without a buyer-seller relationship. 
A)  Beverly purchases a pair of sandals from a retail sales clerk. 
B)  Leon buys a vacuum cleaner from a door-to-door salesperson. 
C)  Art acquires a new Volvo from a car dealership. 
D)  Ursula hires a weekly diaper service. 
E)  None of the above occurs without a buyer-seller relationship.

Question 10

Which of the following is NOT one of the factors that constitutes trust?

Accepted Answer

A)  Dependability 
B)  Honesty 
C)  Likability 
D)  Spontaneity 
E)  Competence 
A)  Dependability 
B)  Honesty 
C)  Likability 
D)  Spontaneity 
E)  Competence

Question 11

The buyer and the seller in a functional relationship typically pursue their own self-interests because chances of them doing business together are low.

Accepted Answer

A) True 
 B)False

Question 12

The management at Splash,a major beverage company,knows that approximately 40 percent of its consumers always buy Splash products without considering alternative drinks or the prices of their products.For Splash,such consumers can be characterized as _____ loyal.

Accepted Answer

A)  selectively 
B)  behaviorally 
C)  partially 
D)  relatively 
E)  strategically 
A)  selectively 
B)  behaviorally 
C)  partially 
D)  relatively 
E)  strategically

Question 13

Using a consultative customer-oriented sales approach:

Accepted Answer

A)  focuses on solo exchanges as the primary type of business transaction. 
B)  improves customer retention and firm profitability. 
C)  fails to improve relationship marketing efforts in business selling commodities. 
D)  leads to low behavioral loyalty. 
E)  reflects the lowest degree of relationship marketing efforts. 
A)  focuses on solo exchanges as the primary type of business transaction. 
B)  improves customer retention and firm profitability. 
C)  fails to improve relationship marketing efforts in business selling commodities. 
D)  leads to low behavioral loyalty. 
E)  reflects the lowest degree of relationship marketing efforts.

Question 14

What occurs in the expansion stage of relationship development?

Accepted Answer

The expansion stage involves efforts by

Question 15

As Azi traveled across the state of Tennessee,he stopped and bought gas,a bottle of soda,and a bag of corn chips at a small store that he will probably never visit again.What type of transaction did Azi engage in when he made these purchases?

Accepted Answer

A)  Solo exchange 
B)  Functional relationship 
C)  Straight rebuy exchange 
D)  Partnering relationship 
E)  Modified rebuy exchange 
A)  Solo exchange 
B)  Functional relationship 
C)  Straight rebuy exchange 
D)  Partnering relationship 
E)  Modified rebuy exchange

Question 16

For a customer,_____ is the critical issue in a market exchange.

Accepted Answer

A)  price 
B)  inventory 
C)  profit 
D)  promotion 
E)  distribution 
A)  price 
B)  inventory 
C)  profit 
D)  promotion 
E)  distribution

Question 17

It is advisable to build strategic partnerships with large accounts exclusively because of the operation of economies of scale.

Accepted Answer

A) True 
 B)False

Question 18

What is the difference between behavioral and attitudinal loyalty?

Accepted Answer

Behavioral loyalty refers to the purchas

Question 19

Zeller's,a Canadian discount store,has developed cross-functional teams with experts from its retailing division and its vendors.These teams work together to develop information systems to improve relationships between the vendors and Zeller's employees.Zeller and its vendors have developed a _____.

Accepted Answer

A)  relational partnerships 
B)  buyer-seller alliances 
C)  strategic partnerships 
D)  win-lose partnerships 
E)  hierarchical relationships 
A)  relational partnerships 
B)  buyer-seller alliances 
C)  strategic partnerships 
D)  win-lose partnerships 
E)  hierarchical relationships

Question 20

In a strategic partnership,most communication between the buyer and the selling organization goes through the salesperson.

Accepted Answer

A) True 
 B)False

In which of the following types of salesperson-customer relationships will the time horizon be the shortest?

The use of supplier management systems to discover current suppliers with whom partnership may be possible occurs in the commitment stage of the relationship development process.

What is a supplier relationship management?

What are the two types of customer loyalty?

Which of the following statements about the effects of a successful buyer-seller relationship on organizational structure and culture is true?

In which of the following scenarios is a transaction occurring without the buyer and seller having a relationship?

Which of the following is NOT one of the factors that constitutes trust?

The buyer and the seller in a functional relationship typically pursue their own self-interests because chances of them doing business together are low.

The management at Splash,a major beverage company,knows that approximately 40 percent of its consumers always buy Splash products without considering alternative drinks or the prices of their products.For Splash,such consumers can be characterized as _____ loyal.

Using a consultative customer-oriented sales approach:

What occurs in the expansion stage of relationship development?

As Azi traveled across the state of Tennessee,he stopped and bought gas,a bottle of soda,and a bag of corn chips at a small store that he will probably never visit again.What type of transaction did Azi engage in when he made these purchases?

For a customer,_____ is the critical issue in a market exchange.

It is advisable to build strategic partnerships with large accounts exclusively because of the operation of economies of scale.

What is the difference between behavioral and attitudinal loyalty?

Zeller's,a Canadian discount store,has developed cross-functional teams with experts from its retailing division and its vendors.These teams work together to develop information systems to improve relationships between the vendors and Zeller's employees.Zeller and its vendors have developed a _____.

In a strategic partnership,most communication between the buyer and the selling organization goes through the salesperson.

Selling and Salespeople

Ethical and Legal Issues in Selling

Buying Behavior and the Buying Process

Using Communication Principles to Build Relationships

Adaptive Selling for Relationship Building

Prospecting

Planning the Sales Call

Making the Sales Call

Strengthening the Presentation

Responding to Objections

Obtaining Commitment

Formal Negotiating

Building Long-Term Partnerships

Managing Your Time and Territory

Managing Within Your Company

Managing Your Career

Filters

Exam 13: Building Partnering Relationships

In which of the following types of salesperson-customer relationships will the time horizon be the shortest?

The use of supplier management systems to discover current suppliers with whom partnership may be possible occurs in the commitment stage of the relationship development process.

What is a supplier relationship management?

What are the two types of customer loyalty?

Which of the following statements about the effects of a successful buyer-seller relationship on organizational structure and culture is true?

In which of the following scenarios is a transaction occurring without the buyer and seller having a relationship?

Which of the following is NOT one of the factors that constitutes trust?

The buyer and the seller in a functional relationship typically pursue their own self-interests because chances of them doing business together are low.

The management at Splash,a major beverage company,knows that approximately 40 percent of its consumers always buy Splash products without considering alternative drinks or the prices of their products.For Splash,such consumers can be characterized as _____ loyal.

Using a consultative customer-oriented sales approach:

What occurs in the expansion stage of relationship development?

As Azi traveled across the state of Tennessee,he stopped and bought gas,a bottle of soda,and a bag of corn chips at a small store that he will probably never visit again.What type of transaction did Azi engage in when he made these purchases?

For a customer,_____ is the critical issue in a market exchange.

It is advisable to build strategic partnerships with large accounts exclusively because of the operation of economies of scale.

What is the difference between behavioral and attitudinal loyalty?

In a strategic partnership,most communication between the buyer and the selling organization goes through the salesperson.

Selling and Salespeople

Ethical and Legal Issues in Selling

Buying Behavior and the Buying Process

Using Communication Principles to Build Relationships

Adaptive Selling for Relationship Building

Prospecting

Planning the Sales Call

Making the Sales Call

Strengthening the Presentation

Responding to Objections

Obtaining Commitment

Formal Negotiating

Building Long-Term Partnerships

Managing Your Time and Territory

Managing Within Your Company

Managing Your Career

Filters