Question 1

Explain how customer service increases sales for a salesperson.What are some examples of providing excellent customer service?

Accepted Answer

The salesperson increases sales by obtai

Question 2

Which level of customer relationship marketing can be related to an intimate friendship?

Accepted Answer

Partnering in relati

Question 3

A buyer and seller who are at the first stage of business friendship are called acquaintances.

Accepted Answer

A) True 
 B)False

Question 4

Rick Lee is a milk deliverymen in the U.S.He delivers milk,eggs,cottage cheese and orange juice to 200 regular customers weekly.Imagine that after he made a predawn delivery,a dog spilled the milk and broke the eggs.When the customer calls to complain,Lee should:

Accepted Answer

A) blame the dog. 
B) ignore the complaint. 
C) replace the food quickly. 
D) call local animal control. 
E) refer the customer to another dairy firm. 
A) blame the dog. 
B) ignore the complaint. 
C) replace the food quickly. 
D) call local animal control. 
E) refer the customer to another dairy firm.

Question 5

A salesperson gains wisdom by trusting others and learning from mistakes.

Accepted Answer

A) True 
 B)False

Question 6

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

Accepted Answer

(1)Visit and investigate.Find out the re

Question 7

Which of the following statements is most likely Austin's sales philosophy?

Accepted Answer

A) Increased sales transactions improve customer satisfaction. 
B) Customer satisfaction leads to lowered sales expectations. 
C) Partnering eliminates a customer's cognitive dissonance. 
D) Customer service improves customer retention. 
E) Customer services requires technology. 
A) Increased sales transactions improve customer satisfaction. 
B) Customer satisfaction leads to lowered sales expectations. 
C) Partnering eliminates a customer's cognitive dissonance. 
D) Customer service improves customer retention. 
E) Customer services requires technology.

Question 8

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

Accepted Answer

A) True 
 B)False

Question 9

A professional salesperson should abstain from blaming the competition in front of the customer.

Accepted Answer

A) True 
 B)False

Question 10

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 11

Which one of the following is NOT one of the "seven deadly sins of business selling?"

Accepted Answer

A) Unprofessional conduct 
B) Unlimited optimism 
C) Lack of dependability 
D) Thoroughness after the sale 
E) Weak product knowledge 
A) Unprofessional conduct 
B) Unlimited optimism 
C) Lack of dependability 
D) Thoroughness after the sale 
E) Weak product knowledge

Question 12

Sales wisdom comes from:

Accepted Answer

A) the realization that the purpose of selling is to help and honor people. 
B) an understanding of the importance of long-term account penetration. 
C) the belief that customers are always right even when they are not. 
D) the development of business networks and friendships. 
E) a pursuit of selling to increase commission rates. 
A) the realization that the purpose of selling is to help and honor people. 
B) an understanding of the importance of long-term account penetration. 
C) the belief that customers are always right even when they are not. 
D) the development of business networks and friendships. 
E) a pursuit of selling to increase commission rates.

Question 13

When is a customer most likely to make a complaint?

Accepted Answer

A) The customer is told his shipment has been backordered. 
B) The product has more features than the customer believed it would. 
C) The customer received a greater discount on the product than expected. 
D) The product quality is higher than expected. 
E) The product arrives on the date specified in the contract. 
A) The customer is told his shipment has been backordered. 
B) The product has more features than the customer believed it would. 
C) The customer received a greater discount on the product than expected. 
D) The product quality is higher than expected. 
E) The product arrives on the date specified in the contract.

Question 14

A good salesperson should abstain from remaining active in community affairs due to conflicts of interest.

Accepted Answer

A) True 
 B)False

Question 15

The most important ingredient in building a lasting friendship is perseverance.

Accepted Answer

A) True 
 B)False

Question 16

Account penetration refers to the ability to work and contact people throughout the account to discuss your product.

Accepted Answer

A) True 
 B)False

Question 17

What are the three Fs of selling?

Accepted Answer

A) FAB,fluctuations,and forecasts. 
B) Forecasts,FAB,and finances. 
C) Faith,focus,and follow-through. 
D) Fundamentals,features,and follow-up. 
E) Fundamentals,forecasts,and the Four Ps. 
A) FAB,fluctuations,and forecasts. 
B) Forecasts,FAB,and finances. 
C) Faith,focus,and follow-through. 
D) Fundamentals,features,and follow-up. 
E) Fundamentals,forecasts,and the Four Ps.

Question 18

According to a survey of purchasing agents,it is most important during a sales call for a professional salesperson to:

Accepted Answer

A) speak about the competition. 
B) focus on helping the buyer. 
C) use high-pressure techniques. 
D) provide a solid marketing plan. 
E) develop friendships with customers. 
A) speak about the competition. 
B) focus on helping the buyer. 
C) use high-pressure techniques. 
D) provide a solid marketing plan. 
E) develop friendships with customers.

Question 19

According to the text,one of "The Seven Deadly Sins of Business Selling" is a lack of pushiness.

Accepted Answer

A) True 
 B)False

Question 20

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. 
C) assume the selling process has a distinct beginning and ending. 
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. 
C) assume the selling process has a distinct beginning and ending. 
D) internalize the buyer's organizational culture. 
E) engage in relationship transformation selling.

Explain how customer service increases sales for a salesperson.What are some examples of providing excellent customer service?

Which level of customer relationship marketing can be related to an intimate friendship?

A buyer and seller who are at the first stage of business friendship are called acquaintances.

Rick Lee is a milk deliverymen in the U.S.He delivers milk,eggs,cottage cheese and orange juice to 200 regular customers weekly.Imagine that after he made a predawn delivery,a dog spilled the milk and broke the eggs.When the customer calls to complain,Lee should:

A salesperson gains wisdom by trusting others and learning from mistakes.

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

Which of the following statements is most likely Austin's sales philosophy?

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

A professional salesperson should abstain from blaming the competition in front of the customer.

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?

Which one of the following is NOT one of the "seven deadly sins of business selling?"

Sales wisdom comes from:

When is a customer most likely to make a complaint?

A good salesperson should abstain from remaining active in community affairs due to conflicts of interest.

The most important ingredient in building a lasting friendship is perseverance.

Account penetration refers to the ability to work and contact people throughout the account to discuss your product.

What are the three Fs of selling?

According to a survey of purchasing agents,it is most important during a sales call for a professional salesperson to:

According to the text,one of "The Seven Deadly Sins of Business Selling" is a lack of pushiness.

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

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

Explain how customer service increases sales for a salesperson.What are some examples of providing excellent customer service?

Which level of customer relationship marketing can be related to an intimate friendship?

A buyer and seller who are at the first stage of business friendship are called acquaintances.

Rick Lee is a milk deliverymen in the U.S.He delivers milk,eggs,cottage cheese and orange juice to 200 regular customers weekly.Imagine that after he made a predawn delivery,a dog spilled the milk and broke the eggs.When the customer calls to complain,Lee should:

A salesperson gains wisdom by trusting others and learning from mistakes.

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

Which of the following statements is most likely Austin's sales philosophy?

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

A professional salesperson should abstain from blaming the competition in front of the customer.

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?

Which one of the following is NOT one of the "seven deadly sins of business selling?"

Sales wisdom comes from:

When is a customer most likely to make a complaint?

A good salesperson should abstain from remaining active in community affairs due to conflicts of interest.

The most important ingredient in building a lasting friendship is perseverance.

Account penetration refers to the ability to work and contact people throughout the account to discuss your product.

What are the three Fs of selling?

According to a survey of purchasing agents,it is most important during a sales call for a professional salesperson to:

According to the text,one of "The Seven Deadly Sins of Business Selling" is a lack of pushiness.

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

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