Question 1

In any type of sales,salespeople should remember to:

Accepted Answer

A) avoid seeking customers because customers find sellers. 
B) use highly structured,memorized sales presentations. 
C) ask people during approach to buy their products. 
D) spend all their time helping existing customers. 
E) provide follow-up and service after the sale. 
A) avoid seeking customers because customers find sellers. 
B) use highly structured,memorized sales presentations. 
C) ask people during approach to buy their products. 
D) spend all their time helping existing customers. 
E) provide follow-up and service after the sale. E

Question 2

Which of the following is NOT an example of a proverb of sales wisdom?

Accepted Answer

A) Customer choice between suppliers has never been greater. 
B) It is always easier to sell to a satisfied customer than an unsatisfied one. 
C) The cost of acquiring a new customer is lower than keeping a present customer. 
D) Like a ripple in water,satisfied customers will tell others about their positive experiences. 
E) You do business with the one you trust and you trust the one you know. 
A) Customer choice between suppliers has never been greater. 
B) It is always easier to sell to a satisfied customer than an unsatisfied one. 
C) The cost of acquiring a new customer is lower than keeping a present customer. 
D) Like a ripple in water,satisfied customers will tell others about their positive experiences. 
E) You do business with the one you trust and you trust the one you know. C

Question 3

What are the elements of the circular relationship in managing a sales call?

Accepted Answer

A) Preapproach,presentation,and close. 
B) Approach,presentation,and close. 
C) Planning,implementation,and documentation. 
D) Planning,implementation,and evaluation. 
E) Presentation,close,and follow up. 
A) Preapproach,presentation,and close. 
B) Approach,presentation,and close. 
C) Planning,implementation,and documentation. 
D) Planning,implementation,and evaluation. 
E) Presentation,close,and follow up. D

Question 4

A salesperson who provides a client with money-saving products and problem-solving ideas is serving the role of:

Accepted Answer

A) friend 
B) adviser. 
C) adversary. 
D) negotiator. 
E) acquaintance. 
A) friend 
B) adviser. 
C) adversary. 
D) negotiator. 
E) acquaintance.

Question 5

Anita Ramirez,a florist,sends e-mails to customers to make sure that the flowers they ordered were fresh and delivered on time.Anita is most likely engaging in:

Accepted Answer

A) transaction selling. 
B) partnership selling. 
C) relationship selling. 
D) strategic marketing. 
E) benefit marketing. 
A) transaction selling. 
B) partnership selling. 
C) relationship selling. 
D) strategic marketing. 
E) benefit marketing.

Question 6

What is customer satisfaction? Explain how it leads to customer retention.

Accepted Answer

Customer satisfaction refers to the feel

Question 7

Which of the following is LEAST likely an example of customer service?

Accepted Answer

A) Five-year warranty 
B) Next-day delivery 
C) Free gift wrapping 
D) Wholesale price 
E) Covered parking 
A) Five-year warranty 
B) Next-day delivery 
C) Free gift wrapping 
D) Wholesale price 
E) Covered parking

Question 8

The amount of sales time a salesperson should spend with an account should be determined by:

Accepted Answer

A) the strength of relationship with the client. 
B) the time required to travel to the customer's place. 
C) the value of the business from the account. 
D) the number of years the account has been a customer. 
E) the similarity of the customer's needs with those of other accounts. 
A) the strength of relationship with the client. 
B) the time required to travel to the customer's place. 
C) the value of the business from the account. 
D) the number of years the account has been a customer. 
E) the similarity of the customer's needs with those of other accounts.

Question 9

To be viewed as professionals and respected by customers,salespeople join organizations such as,The Lions Club,the Chamber of Commerce and other local service organizations.

Accepted Answer

A) True 
 B)False

Question 10

The first level of relationship in a business friendship is:

Accepted Answer

A) associates 
B) confidantes. 
C) companions. 
D) acquaintances. 
E) adversaries. 
A) associates 
B) confidantes. 
C) companions. 
D) acquaintances. 
E) adversaries.

Question 11

Follow up after the sale if for the purpose of evaluating the effectiveness of the product.

Accepted Answer

A) True 
 B)False

Question 12

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

Accepted Answer

A) Product delivered was different from the one ordered. 
B) Product was not delivered by the specified date. 
C) The product performed an additional,unadvertised function. 
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 from the one ordered. 
B) Product was not delivered by the specified date. 
C) The product performed an additional,unadvertised function. 
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 13

How does a salesperson acquire sales wisdom?

Accepted Answer

First,you must learn to trust and honor

Question 14

Caring for people is the beginning of sales wisdom.

Accepted Answer

A) True 
 B)False

Question 15

You are a home appliance salesperson.One of your customers wants his television to be repaired on a holiday,but the company service manager is on vacation.The company regulations say that without written consent from the service manager,service engineers are not allowed to work on holidays.How would you handle this situation?

Accepted Answer

A) Inform the customer that the company policies are against such a service. 
B) Try to obtain approval by phone from the service manager or a higher authority. 
C) Advise the customer to seek the help of a freelance service person. 
D) Ignore the customer's request until the service manager returns. 
E) Provide service without approval and without pay. 
A) Inform the customer that the company policies are against such a service. 
B) Try to obtain approval by phone from the service manager or a higher authority. 
C) Advise the customer to seek the help of a freelance service person. 
D) Ignore the customer's request until the service manager returns. 
E) Provide service without approval and without pay.

Question 16

What attitude should a salesperson always take when any customer lodges a complaint?

Accepted Answer

"The customer is always right." Customer

Question 17

The second level of relationship in a business friendship is:

Accepted Answer

A) colleagues. 
B) comrades. 
C) companions. 
D) friends. 
E) associates. 
A) colleagues. 
B) comrades. 
C) companions. 
D) friends. 
E) associates.

Question 18

Describe the three levels of relationship marketing.

Accepted Answer

Transaction selling: The salesperson sel

Question 19

A salesperson should entertain both prospects and current customers regularly to ensure customer satisfaction.

Accepted Answer

A) True 
 B)False

Question 20

The follow-up step involves determining what else the customer can do to improve the selling process.

Accepted Answer

A) True 
 B)False

In any type of sales,salespeople should remember to:

Which of the following is NOT an example of a proverb of sales wisdom?

What are the elements of the circular relationship in managing a sales call?

A salesperson who provides a client with money-saving products and problem-solving ideas is serving the role of:

Anita Ramirez,a florist,sends e-mails to customers to make sure that the flowers they ordered were fresh and delivered on time.Anita is most likely engaging in:

What is customer satisfaction? Explain how it leads to customer retention.

Which of the following is LEAST likely an example of customer service?

The amount of sales time a salesperson should spend with an account should be determined by:

To be viewed as professionals and respected by customers,salespeople join organizations such as,The Lions Club,the Chamber of Commerce and other local service organizations.

The first level of relationship in a business friendship is:

Follow up after the sale if for the purpose of evaluating the effectiveness of the product.

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

How does a salesperson acquire sales wisdom?

Caring for people is the beginning of sales wisdom.

What attitude should a salesperson always take when any customer lodges a complaint?

The second level of relationship in a business friendship is:

Describe the three levels of relationship marketing.

A salesperson should entertain both prospects and current customers regularly to ensure customer satisfaction.

The follow-up step involves determining what else the customer can do to improve the selling process.

The Life, times, and Career of the Professional Salesperson

Ethics Firstthen 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

Filters

Exam 13: Service and Follow-Up for Customer Retention

In any type of sales,salespeople should remember to:

Which of the following is NOT an example of a proverb of sales wisdom?

What are the elements of the circular relationship in managing a sales call?

A salesperson who provides a client with money-saving products and problem-solving ideas is serving the role of:

Anita Ramirez,a florist,sends e-mails to customers to make sure that the flowers they ordered were fresh and delivered on time.Anita is most likely engaging in:

What is customer satisfaction? Explain how it leads to customer retention.

Which of the following is LEAST likely an example of customer service?

The amount of sales time a salesperson should spend with an account should be determined by:

To be viewed as professionals and respected by customers,salespeople join organizations such as,The Lions Club,the Chamber of Commerce and other local service organizations.

The first level of relationship in a business friendship is:

Follow up after the sale if for the purpose of evaluating the effectiveness of the product.

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

How does a salesperson acquire sales wisdom?

Caring for people is the beginning of sales wisdom.

What attitude should a salesperson always take when any customer lodges a complaint?

The second level of relationship in a business friendship is:

Describe the three levels of relationship marketing.

A salesperson should entertain both prospects and current customers regularly to ensure customer satisfaction.

The follow-up step involves determining what else the customer can do to improve the selling process.

The Life, times, and Career of the Professional Salesperson

Ethics Firstthen 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

Filters