Question 1

If a salesperson sincerely wants to establish a caring relationship with a potential key account,the salesperson should:

Accepted Answer

A)  view the selling process as continuous. 
B)  engage in transaction selling activities. 
C)  assume the selling process has an end. 
D)  internalize the buyer's organizational culture. 
E)  engage in relationship transformation selling. 
A)  view the selling process as continuous. 
B)  engage in transaction selling activities. 
C)  assume the selling process has an end. 
D)  internalize the buyer's organizational culture. 
E)  engage in relationship transformation selling. A

Question 2

Which term refers to maintaining contact with a customer in order to evaluate the effectiveness of the product and the satisfaction of the customer?

Accepted Answer

A)  Internalization 
B)  Resale 
C)  Follow-up 
D)  Sales penetration 
E)  Transaction selling 
A)  Internalization 
B)  Resale 
C)  Follow-up 
D)  Sales penetration 
E)  Transaction selling C

Question 3

When a seller works continually to improve customers' operations,sales,and profits it is known as ____.

Accepted Answer

A)  benefit selling 
B)  alliance selling 
C)  partnering 
D)  relationship selling 
E)  transaction selling 
A)  benefit selling 
B)  alliance selling 
C)  partnering 
D)  relationship selling 
E)  transaction selling C

Question 4

Rick Lee,a milk deliveryman in New York,delivers dairy products to 200 customers weekly.The quality of the service Rick provides to his customers is based on customer expectations.All of the following determine the expectations of Rick's customers EXCEPT:

Accepted Answer

A)  customer needs for fresh milk delivered weekly. 
B)  customer experiences with milk from a grocery store. 
C)  Rick's ability to provide the anticipated dairy products. 
D)  word-of-mouth comments about Rick's product and service. 
E)  changing shifts in demand for local produce and dairy products. 
A)  customer needs for fresh milk delivered weekly. 
B)  customer experiences with milk from a grocery store. 
C)  Rick's ability to provide the anticipated dairy products. 
D)  word-of-mouth comments about Rick's product and service. 
E)  changing shifts in demand for local produce and dairy products.

Question 5

The Golden Rule of Selling supports the belief that service and follow-up after the sale show that the salesperson really cares about customers.

Accepted Answer

A) True 
 B)False

Question 6

Caring for people is the beginning of sales wisdom.

Accepted Answer

A) True 
 B)False

Question 7

What is the difference between wisdom and knowledge? How does a salesperson acquire sales wisdom?

Accepted Answer

The text says there is a vast difference

Question 8

Sam Utley drives to a local convenience store to purchase milk.The store that sells milk to Utley most likely engages in_____ selling.

Accepted Answer

A)  benefit 
B)  relationship 
C)  partnership 
D)  transformational 
E)  transaction 
A)  benefit 
B)  relationship 
C)  partnership 
D)  transformational 
E)  transaction

Question 9

Perceived purchase satisfaction is:

Accepted Answer

A)  the salesperson's product perception. 
B)  a positive feeling towards the product. 
C)  based on actual product performance and customer service. 
D)  the difference between product expectation and actual experience. 
E)  the expected satisfaction level of a product at a particular design stage. 
A)  the salesperson's product perception. 
B)  a positive feeling towards the product. 
C)  based on actual product performance and customer service. 
D)  the difference between product expectation and actual experience. 
E)  the expected satisfaction level of a product at a particular design stage.

Question 10

According to the text,the most important ingredient in building a lasting friendship is perseverance.

Accepted Answer

A) True 
 B)False

Question 11

A business friendship differs significantly from a personal friendship.

Accepted Answer

A) True 
 B)False

Question 12

An organization using relationship marketing to facilitate quick,one-time sales.

Accepted Answer

A) True 
 B)False

Question 13

Ben is a salesperson for a company that manufactures gardening equipment.Why does Ben most likely insist on mailing his retail customers,birthday,holiday,and special occasion cards containing seed packs?

Accepted Answer

A)  To encode his message of service 
B)  To show his appreciation of his customers 
C)  To create word-of-mouth advertising 
D)  To express non-verbal communication 
E)  To meet customers' supply needs 
A)  To encode his message of service 
B)  To show his appreciation of his customers 
C)  To create word-of-mouth advertising 
D)  To express non-verbal communication 
E)  To meet customers' supply needs

Question 14

After a sale has been made,there is no need for the salesperson to maintain relations with the customer.

Accepted Answer

A) True 
 B)False

Question 15

What is account penetration? What determines a salesperson's level of account penetration?

Accepted Answer

The ability to work with and contact peo

Question 16

The three levels of customer relationship selling are transformation selling,relationship selling,and partnering.

Accepted Answer

A) True 
 B)False

Question 17

Service quality is not determined by customer expectations but on organizational metrics.

Accepted Answer

A) True 
 B)False

Question 18

Charles Landon sells software to large manufacturing firms.He strives to convert prospects into customers.After customers have purchased from Charles,what is the LEAST likely action he should take if he wants to ensure future sales?

Accepted Answer

A)  Keeping service promises 
B)  Increasing account penetration 
C)  Contacting the account regularly 
D)  Asking about the prices offered by competitors 
E)  Providing the customer with problem-solving ideas 
A)  Keeping service promises 
B)  Increasing account penetration 
C)  Contacting the account regularly 
D)  Asking about the prices offered by competitors 
E)  Providing the customer with problem-solving ideas

Question 19

The most important activity for ensuring repeat sales is:

Accepted Answer

A)  understanding the prospect's product line. 
B)  prospecting on a regular basis. 
C)  getting multiple referrals. 
D)  expanding the sales territory. 
E)  providing follow-up and service. 
A)  understanding the prospect's product line. 
B)  prospecting on a regular basis. 
C)  getting multiple referrals. 
D)  expanding the sales territory. 
E)  providing follow-up and service.

Question 20

The third level of relationships,intimate friends,applies to personal relationships but not business relationships.

Accepted Answer

A) True 
 B)False

If a salesperson sincerely wants to establish a caring relationship with a potential key account,the salesperson should:

Which term refers to maintaining contact with a customer in order to evaluate the effectiveness of the product and the satisfaction of the customer?

When a seller works continually to improve customers' operations,sales,and profits it is known as ____.

Rick Lee,a milk deliveryman in New York,delivers dairy products to 200 customers weekly.The quality of the service Rick provides to his customers is based on customer expectations.All of the following determine the expectations of Rick's customers EXCEPT:

The Golden Rule of Selling supports the belief that service and follow-up after the sale show that the salesperson really cares about customers.

Caring for people is the beginning of sales wisdom.

What is the difference between wisdom and knowledge? How does a salesperson acquire sales wisdom?

Sam Utley drives to a local convenience store to purchase milk.The store that sells milk to Utley most likely engages in_____ selling.

Perceived purchase satisfaction is:

According to the text,the most important ingredient in building a lasting friendship is perseverance.

A business friendship differs significantly from a personal friendship.

An organization using relationship marketing to facilitate quick,one-time sales.

Ben is a salesperson for a company that manufactures gardening equipment.Why does Ben most likely insist on mailing his retail customers,birthday,holiday,and special occasion cards containing seed packs?

After a sale has been made,there is no need for the salesperson to maintain relations with the customer.

What is account penetration? What determines a salesperson's level of account penetration?

The three levels of customer relationship selling are transformation selling,relationship selling,and partnering.

Service quality is not determined by customer expectations but on organizational metrics.

Charles Landon sells software to large manufacturing firms.He strives to convert prospects into customers.After customers have purchased from Charles,what is the LEAST likely action he should take if he wants to ensure future sales?

The most important activity for ensuring repeat sales is:

The third level of relationships,intimate friends,applies to personal relationships but not business relationships.

The Life, Times, and Career of the Professional Salesperson

Relationship Marketing: Where Personal Selling Fits

Ethics First Then Customer Relationships

The Psychology of Selling: Why People Buy

Communication for Relationship Building: Its Not All Talk

Sales Knowledge: Customers, Products, technologies

Prospecting the Lifeblood of Selling

Planning the Sales Call Is a Must

Carefully Select Which Sales Presentation Method to Use

Begin Your Presentation Strategically

Elements of a Great Sales Presentation

Welcome Your Prospects Objections

Closing Begins the Relationship

Time, Territory, and Self-Management: Keys to Success

Planning, Staffing, and Training Successful Salespeople

Motivation, Compensation, Leadership, and Evaluation of Salespeople

Filters

Exam 14: Service and Follow-Up for Customer Retention

If a salesperson sincerely wants to establish a caring relationship with a potential key account,the salesperson should:

Which term refers to maintaining contact with a customer in order to evaluate the effectiveness of the product and the satisfaction of the customer?

When a seller works continually to improve customers' operations,sales,and profits it is known as ____.

Rick Lee,a milk deliveryman in New York,delivers dairy products to 200 customers weekly.The quality of the service Rick provides to his customers is based on customer expectations.All of the following determine the expectations of Rick's customers EXCEPT:

The Golden Rule of Selling supports the belief that service and follow-up after the sale show that the salesperson really cares about customers.

Caring for people is the beginning of sales wisdom.

What is the difference between wisdom and knowledge? How does a salesperson acquire sales wisdom?

Sam Utley drives to a local convenience store to purchase milk.The store that sells milk to Utley most likely engages in_____ selling.

Perceived purchase satisfaction is:

According to the text,the most important ingredient in building a lasting friendship is perseverance.

A business friendship differs significantly from a personal friendship.

An organization using relationship marketing to facilitate quick,one-time sales.

Ben is a salesperson for a company that manufactures gardening equipment.Why does Ben most likely insist on mailing his retail customers,birthday,holiday,and special occasion cards containing seed packs?

After a sale has been made,there is no need for the salesperson to maintain relations with the customer.

What is account penetration? What determines a salesperson's level of account penetration?

The three levels of customer relationship selling are transformation selling,relationship selling,and partnering.

Service quality is not determined by customer expectations but on organizational metrics.

Charles Landon sells software to large manufacturing firms.He strives to convert prospects into customers.After customers have purchased from Charles,what is the LEAST likely action he should take if he wants to ensure future sales?

The most important activity for ensuring repeat sales is:

The third level of relationships,intimate friends,applies to personal relationships but not business relationships.

The Life, Times, and Career of the Professional Salesperson

Relationship Marketing: Where Personal Selling Fits

Ethics First Then Customer Relationships

The Psychology of Selling: Why People Buy

Communication for Relationship Building: Its Not All Talk

Sales Knowledge: Customers, Products, technologies

Prospecting the Lifeblood of Selling

Planning the Sales Call Is a Must

Carefully Select Which Sales Presentation Method to Use

Begin Your Presentation Strategically

Elements of a Great Sales Presentation

Welcome Your Prospects Objections

Closing Begins the Relationship

Time, Territory, and Self-Management: Keys to Success

Planning, Staffing, and Training Successful Salespeople

Motivation, Compensation, Leadership, and Evaluation of Salespeople

Filters