Question 1

Imagine you sell pet supplies to pet store owners.What should you do when you have converted a prospect into a customer?

Accepted Answer

A)  reduce your account penetration 
B)  only follow up if you have something new to sell the customer 
C)  avoid involvement in little complaints between your customer and your company's accounting department 
D)  keep your word 
E)  focus on new prospects-existing clients tend to remain with you and your company; hence, less attention should be spent on this account 
A)  reduce your account penetration 
B)  only follow up if you have something new to sell the customer 
C)  avoid involvement in little complaints between your customer and your company's accounting department 
D)  keep your word 
E)  focus on new prospects-existing clients tend to remain with you and your company; hence, less attention should be spent on this account

Question 2

When should a salesperson determine that the optimal number of calls have been made to a client?

Accepted Answer

A)  additional calls do not result in additional sales 
B)  demand equals supply 
C)  marginal cost equals marginal revenue 
D)  the salesperson is working five full days per week 
E)  the total cost of sales calls equals the value of the business from that customer 
A)  additional calls do not result in additional sales 
B)  demand equals supply 
C)  marginal cost equals marginal revenue 
D)  the salesperson is working five full days per week 
E)  the total cost of sales calls equals the value of the business from that customer

Question 3

Charles is visiting one of his retail customers.During his visit,he suggests that the store's sales staff should mention to every customer that buys tires to have the tires balanced (an additional service that the retailer charges).What would you call Charles' suggestion that may directly lead to better service and increased revenue for the retailer?

Accepted Answer

A)  aggressive sales approach 
B)  the bundle sale package 
C)  cross-selling 
D)  assertiveness technique 
E)  the SELL sequence 
A)  aggressive sales approach 
B)  the bundle sale package 
C)  cross-selling 
D)  assertiveness technique 
E)  the SELL sequence

Question 4

Some sales people are concerned that customers will see cross-selling as a source of irritation and a pushy salesperson.Describe six steps salespeople may take that will create an environment where customers will see your cross-selling activities as a value added service.

Accepted Answer

1)Know your products and services; 2)Kno

Question 5

Maggie sells fertilizers and pesticides to hardware stores and nurseries.She works long and hard to convert prospects into customers.After these buyers have bought from her for the first time,what should she NOT do if she wants to ensure they will buy from her in the future?

Accepted Answer

A)  Keep her promises. 
B)  Increase her account penetration. 
C)  Contact the account on a regular basis. 
D)  Keep contact to no more than once per week-she does not want to come across as pushy or needy. 
E)  Provide all possible assistance. 
A)  Keep her promises. 
B)  Increase her account penetration. 
C)  Contact the account on a regular basis. 
D)  Keep contact to no more than once per week-she does not want to come across as pushy or needy. 
E)  Provide all possible assistance.

Question 6

Why shouldn't a salesperson have unlimited optimism?

Accepted Answer

Honesty is preferable to the h

Question 7

One month after selling a new photocopier to a major company and just prior to that company's month end ordering deadline,Amanda called the office manager to announce the price deals that she had on photocopier paper.What activity is Amanda engaging in?

Accepted Answer

A)  aggressive sales tactics 
B)  customer relationship management 
C)  cross-selling 
D)  follow up 
E)  troubleshooting 
A)  aggressive sales tactics 
B)  customer relationship management 
C)  cross-selling 
D)  follow up 
E)  troubleshooting

Question 8

Which of the following terms describes the process of using a CRM system to flag customers who have bought merchandise that could benefit from additional products and services offered by your company?

Accepted Answer

A)  prospecting 
B)  qualifying 
C)  cross-selling 
D)  aggressiveness 
E)  desperation 
A)  prospecting 
B)  qualifying 
C)  cross-selling 
D)  aggressiveness 
E)  desperation

Question 9

Because customer complaints often become less significant with the passage of time,a good salesperson will wait a couple of days before handling any customer complaint.

Accepted Answer

A) True 
 B)False

Question 10

Service refers to the process that buyers provide to satisfy customers.

Accepted Answer

A) True 
 B)False

Question 11

What do purchasing agents expect of business salespeople?

Accepted Answer

A)  plan their sales calls 
B)  be truthful and follow through after the sale 
C)  speak well of others including competitors 
D)  think of themselves as professionals and act as one 
E)  all of these choices are correct 
A)  plan their sales calls 
B)  be truthful and follow through after the sale 
C)  speak well of others including competitors 
D)  think of themselves as professionals and act as one 
E)  all of these choices are correct

Question 12

Which of the following statements about customer satisfaction is NOT true?

Accepted Answer

A)  It costs approximately 15 times more to acquire a new customer versus retaining an existing customer. 
B)  Professional salespeople look beyond the value of a single sale and focus on the life-time value of the customer. 
C)  It is hard for competitors to "steal" a loyal and satisfied customer. 
D)  Perceived purchase satisfaction if a function of the difference between expected and actual sales experience. 
E)  Customer retention is critical to the long-term success of a salesperson. 
A)  It costs approximately 15 times more to acquire a new customer versus retaining an existing customer. 
B)  Professional salespeople look beyond the value of a single sale and focus on the life-time value of the customer. 
C)  It is hard for competitors to "steal" a loyal and satisfied customer. 
D)  Perceived purchase satisfaction if a function of the difference between expected and actual sales experience. 
E)  Customer retention is critical to the long-term success of a salesperson.

Question 13

Which of the following is NOT a reason why a customer might be dissatisfied with a product?

Accepted Answer

A)  Product delivered was different model from the one ordered. 
B)  Product not was delivered by the specified date. 
C)  The quantity ordered matched the quantity delivered. 
D)  Customer believed the product could perform a function that it cannot. 
E)  Discounts offered by the salesperson were not given by the manufacturer. 
A)  Product delivered was different model from the one ordered. 
B)  Product not was delivered by the specified date. 
C)  The quantity ordered matched the quantity delivered. 
D)  Customer believed the product could perform a function that it cannot. 
E)  Discounts offered by the salesperson were not given by the manufacturer.

Question 14

A salesperson just noticed he lost an important client to the competition.He decides to do all of the following: Visit the business to investigate,remain professional and friendly while engaging the lost client to determine why he lost the business.What behaviour is this salesperson demonstrating?

Accepted Answer

A)  always selling, no matter what 
B)  being aggressive and pushy 
C)  building a professional reputation 
D)  cross-selling other products and services his company sells 
E)  persevering 
A)  always selling, no matter what 
B)  being aggressive and pushy 
C)  building a professional reputation 
D)  cross-selling other products and services his company sells 
E)  persevering

Question 15

Customers' purchase satisfaction is to a certain degree shaped by the difference between expected and actual service received.

Accepted Answer

A) True 
 B)False

Question 16

If a salesperson learns he has lost a customer to a competitor,he should visit the account as soon as possible and make sure the client is made aware of any weakness associated with the competitor's product.This action,often leads to the customer staying with the original company.

Accepted Answer

A) True 
 B)False

Question 17

What may a salesperson do to add credibility to an email follow-up?

Accepted Answer

A)  adding an exciting subject line 
B)  calling the prospect in advance to say it's on its way 
C)  sending it via LinkedIn 
D)  using all capital letters 
E)  all of these choices are correct 
A)  adding an exciting subject line 
B)  calling the prospect in advance to say it's on its way 
C)  sending it via LinkedIn 
D)  using all capital letters 
E)  all of these choices are correct

Question 18

All salespeople suffer losses,either through the loss of a sale or an entire account to a competitor.What four things can a salesperson do to win back a customer?

Accepted Answer

(1)Visit and investigate.Find out the re

Question 19

What determines whether a salesperson is successful at account penetration?

Accepted Answer

Account penetration is determined by
(1)

Question 20

Joanne summarizes her strategy to retain and/or grow the client she has just visited.What is Joanne performing?

Accepted Answer

A)  sales call objectives 
B)  post-call analysis 
C)  self-analysis 
D)  follow-up 
E)  prospecting 
A)  sales call objectives 
B)  post-call analysis 
C)  self-analysis 
D)  follow-up 
E)  prospecting

Imagine you sell pet supplies to pet store owners.What should you do when you have converted a prospect into a customer?

When should a salesperson determine that the optimal number of calls have been made to a client?

Some sales people are concerned that customers will see cross-selling as a source of irritation and a pushy salesperson.Describe six steps salespeople may take that will create an environment where customers will see your cross-selling activities as a value added service.

Maggie sells fertilizers and pesticides to hardware stores and nurseries.She works long and hard to convert prospects into customers.After these buyers have bought from her for the first time,what should she NOT do if she wants to ensure they will buy from her in the future?

Why shouldn't a salesperson have unlimited optimism?

One month after selling a new photocopier to a major company and just prior to that company's month end ordering deadline,Amanda called the office manager to announce the price deals that she had on photocopier paper.What activity is Amanda engaging in?

Which of the following terms describes the process of using a CRM system to flag customers who have bought merchandise that could benefit from additional products and services offered by your company?

Because customer complaints often become less significant with the passage of time,a good salesperson will wait a couple of days before handling any customer complaint.

Service refers to the process that buyers provide to satisfy customers.

What do purchasing agents expect of business salespeople?

Which of the following statements about customer satisfaction is NOT true?

Which of the following is NOT a reason why a customer might be dissatisfied with a product?

A salesperson just noticed he lost an important client to the competition.He decides to do all of the following: Visit the business to investigate,remain professional and friendly while engaging the lost client to determine why he lost the business.What behaviour is this salesperson demonstrating?

Customers' purchase satisfaction is to a certain degree shaped by the difference between expected and actual service received.

If a salesperson learns he has lost a customer to a competitor,he should visit the account as soon as possible and make sure the client is made aware of any weakness associated with the competitor's product.This action,often leads to the customer staying with the original company.

What may a salesperson do to add credibility to an email follow-up?

All salespeople suffer losses,either through the loss of a sale or an entire account to a competitor.What four things can a salesperson do to win back a customer?

What determines whether a salesperson is successful at account penetration?

Joanne summarizes her strategy to retain and/or grow the client she has just visited.What is Joanne performing?

The Life,times,and Career of the Professional Salesperson

Ethics First Then Customer Relationships

The Psychology of Selling: Why People Buy

Communication for Successful Selling: How to Build Relationships

Sales Knowledge: Customers, products, technologies

Prospecting : The Lifeblood of Selling

The Pre-Approach Planning Your Sales Call and Presentation

The Approach: Begin Your Presentation Strategically

The Presentation: Elements of Effective Persuasion

Objections Address Your Prospects Concerns

Closing the Beginning of a New Relationship

Time,Territory,and Self-Management

Retail, business, services, and Nonprofit Selling

Filters

Exam 12: Follow-Up Maintain and Strengthen the Relationship

Imagine you sell pet supplies to pet store owners.What should you do when you have converted a prospect into a customer?

When should a salesperson determine that the optimal number of calls have been made to a client?

Some sales people are concerned that customers will see cross-selling as a source of irritation and a pushy salesperson.Describe six steps salespeople may take that will create an environment where customers will see your cross-selling activities as a value added service.

Maggie sells fertilizers and pesticides to hardware stores and nurseries.She works long and hard to convert prospects into customers.After these buyers have bought from her for the first time,what should she NOT do if she wants to ensure they will buy from her in the future?

Why shouldn't a salesperson have unlimited optimism?

One month after selling a new photocopier to a major company and just prior to that company's month end ordering deadline,Amanda called the office manager to announce the price deals that she had on photocopier paper.What activity is Amanda engaging in?

Which of the following terms describes the process of using a CRM system to flag customers who have bought merchandise that could benefit from additional products and services offered by your company?

Because customer complaints often become less significant with the passage of time,a good salesperson will wait a couple of days before handling any customer complaint.

Service refers to the process that buyers provide to satisfy customers.

What do purchasing agents expect of business salespeople?

Which of the following statements about customer satisfaction is NOT true?

Which of the following is NOT a reason why a customer might be dissatisfied with a product?

A salesperson just noticed he lost an important client to the competition.He decides to do all of the following: Visit the business to investigate,remain professional and friendly while engaging the lost client to determine why he lost the business.What behaviour is this salesperson demonstrating?

Customers' purchase satisfaction is to a certain degree shaped by the difference between expected and actual service received.

If a salesperson learns he has lost a customer to a competitor,he should visit the account as soon as possible and make sure the client is made aware of any weakness associated with the competitor's product.This action,often leads to the customer staying with the original company.

What may a salesperson do to add credibility to an email follow-up?

All salespeople suffer losses,either through the loss of a sale or an entire account to a competitor.What four things can a salesperson do to win back a customer?

What determines whether a salesperson is successful at account penetration?

Joanne summarizes her strategy to retain and/or grow the client she has just visited.What is Joanne performing?

The Life,times,and Career of the Professional Salesperson

Ethics First Then Customer Relationships

The Psychology of Selling: Why People Buy

Communication for Successful Selling: How to Build Relationships

Sales Knowledge: Customers, products, technologies

Prospecting : The Lifeblood of Selling

The Pre-Approach Planning Your Sales Call and Presentation

The Approach: Begin Your Presentation Strategically

The Presentation: Elements of Effective Persuasion

Objections Address Your Prospects Concerns

Closing the Beginning of a New Relationship

Time,Territory,and Self-Management

Retail, business, services, and Nonprofit Selling

Filters