Question 1

Which of the following statements about afriendship is most likely true?

Accepted Answer

A) Business friendship revolves around business related issues. 
B) The nature of business friendship is different from personal friendship. 
C) A close friendship with a client is considered unethical and unprofessional. 
D) Maintaining a casual relationship with the customer is not recommended. 
E) Business friendship cannot be built in the same way one builds personal friendship. 
A) Business friendship revolves around business related issues. 
B) The nature of business friendship is different from personal friendship. 
C) A close friendship with a client is considered unethical and unprofessional. 
D) Maintaining a casual relationship with the customer is not recommended. 
E) Business friendship cannot be built in the same way one builds personal friendship.

Question 2

Why does the author say that salespeople should dress in armor?

Accepted Answer

A) To deal with rejection 
B) To handle customer complaints 
C) To create an open,friendly environment 
D) To deal with the ethical dilemmas that occur in sales 
E) To increase account response rates and customer referrals 
A) To deal with rejection 
B) To handle customer complaints 
C) To create an open,friendly environment 
D) To deal with the ethical dilemmas that occur in sales 
E) To increase account response rates and customer referrals

Question 3

The first step of the professional sales call is to analyze the prospect's needs.

Accepted Answer

A) True 
 B)False

Question 4

Customer relationship marketing is the key to:

Accepted Answer

A) long-term strategic planning. 
B) organizational development. 
C) upholding warranties. 
D) retaining customers. 
E) delivering products. 
A) long-term strategic planning. 
B) organizational development. 
C) upholding warranties. 
D) retaining customers. 
E) delivering products.

Question 5

The customer could be right when he/she:

Accepted Answer

A) believes that he is right in spite of being wrong. 
B) asks the salesperson to set an illegal price. 
C) tempts the salesperson to conduct an unethical task. 
D) is asking for terms that are harmful for the seller. 
E) is dishonest. 
A) believes that he is right in spite of being wrong. 
B) asks the salesperson to set an illegal price. 
C) tempts the salesperson to conduct an unethical task. 
D) is asking for terms that are harmful for the seller. 
E) is dishonest.

Question 6

A survey of purchasing agents shows that they believe it is most important for salespeople to:

Accepted Answer

A) refuse to accept "no" as an answer. 
B) conduct regular service calls. 
C) make unplanned cold calls. 
D) avoid dramatics in sales presentations. 
E) keep customers informed about competitors. 
A) refuse to accept "no" as an answer. 
B) conduct regular service calls. 
C) make unplanned cold calls. 
D) avoid dramatics in sales presentations. 
E) keep customers informed about competitors.

Question 7

Satisfied customers can help salespeople in making new sales.

Accepted Answer

A) True 
 B)False

Question 8

Time invested in an account by a salesperson should be directly proportional to the:

Accepted Answer

A) number of complaints the customer has. 
B) potential sales represented by the account. 
C) number of products the company manufactures. 
D) turnover experienced by the customer. 
E) price of the product or service. 
A) number of complaints the customer has. 
B) potential sales represented by the account. 
C) number of products the company manufactures. 
D) turnover experienced by the customer. 
E) price of the product or service.

Question 9

The most productive number of calls to make on an account is reached when additional calls do not lead to additional sales.

Accepted Answer

A) True 
 B)False

Question 10

The electrical parts salesperson can respond to the fact that she has lost one of her big accounts to a competitor in all of the following ways EXCEPT:

Accepted Answer

A) visiting the customer quickly and find out why she changed to a competitor. 
B) letting the customer know she appreciated the past business she received. 
C) being curt and refusing to talk to the customer. 
D) treating the former customer like a prospect. 
E) telling the customer she can meet future needs. 
A) visiting the customer quickly and find out why she changed to a competitor. 
B) letting the customer know she appreciated the past business she received. 
C) being curt and refusing to talk to the customer. 
D) treating the former customer like a prospect. 
E) telling the customer she can meet future needs.

Question 11

When a seller works continually to improve a customer's operations,sales,and profits,that seller is practicing which level of relationship marketing?

Accepted Answer

A) Benefit selling 
B) Alliance selling 
C) Partnering 
D) Involvement selling 
E) Transaction selling 
A) Benefit selling 
B) Alliance selling 
C) Partnering 
D) Involvement selling 
E) Transaction selling

Question 12

Customer service refers to the activities and programs the seller provides to make the relationship satisfying for the customer.

Accepted Answer

A) True 
 B)False

Question 13

As a salesperson,part of your job in handling a customer complaint is to do all of the following EXCEPT:

Accepted Answer

A) obtaining as much relevant information from your customer as you can. 
B) expressing sincere regret for the problem. 
C) handling the complaint quickly. 
D) following up to make sure the customer is satisfied. 
E) pointing out that they are getting better service compared to the competition. 
A) obtaining as much relevant information from your customer as you can. 
B) expressing sincere regret for the problem. 
C) handling the complaint quickly. 
D) following up to make sure the customer is satisfied. 
E) pointing out that they are getting better service compared to the competition.

Question 14

After losing a client to a competitor,a salesperson should strive to:

Accepted Answer

A) call the customer every day to schedule a sales presentation. 
B) criticize competitors during a meeting with the customer. 
C) request an arbitrator to negotiate a new contract. 
D) determine the reason for losing the account. 
E) categorize the client as an orphan account. 
A) call the customer every day to schedule a sales presentation. 
B) criticize competitors during a meeting with the customer. 
C) request an arbitrator to negotiate a new contract. 
D) determine the reason for losing the account. 
E) categorize the client as an orphan account.

Question 15

Which of the following measures is NOT used to determine how well a salesperson has penetrated an account?

Accepted Answer

A) Number of referrals earned from the account 
B) Product distribution within the account 
C) Sales growth in the account 
D) Advertising activity 
E) Allotted shelf space 
A) Number of referrals earned from the account 
B) Product distribution within the account 
C) Sales growth in the account 
D) Advertising activity 
E) Allotted shelf space

Question 16

In a relationship,trust increases and wisdom decreases over time.

Accepted Answer

A) True 
 B)False

Question 17

What is perceived purchase satisfaction?

Accepted Answer

Perceived purchase satisfactio

Question 18

You are the salesperson of an FMCG company.One of your retailers tells you to take back some unsalable goods.You are not sure if the customer's claim is honest or not.You do not want to make the retailer unhappy as he brings you good business.How do you tackle this situation?

Accepted Answer

A) Ask the customer to avoid being dishonest. 
B) Apologize to the customer and inform him that you are not sure of his claim. 
C) Give the benefit of doubt to the customer and return the goods. 
D) Never return the goods if you are not sure that the customer's claim is true. 
E) Return half the merchandise if the customer is correct. 
A) Ask the customer to avoid being dishonest. 
B) Apologize to the customer and inform him that you are not sure of his claim. 
C) Give the benefit of doubt to the customer and return the goods. 
D) Never return the goods if you are not sure that the customer's claim is true. 
E) Return half the merchandise if the customer is correct.

Question 19

Which step in relationship selling is critical in confirming that a customer is satisfied?

Accepted Answer

A) Follow-up 
B) Prospecting 
C) Presentation 
D) Objection handling 
E) Close 
A) Follow-up 
B) Prospecting 
C) Presentation 
D) Objection handling 
E) Close

Question 20

A salesperson who wants to build a caring relationship with a potential key account has analyzed the customers' needs and explained product benefits.Next,the salesperson should:

Accepted Answer

A) provide follow-up service. 
B) develop an account penetration program. 
C) gain a commitment to buy. 
D) wait for the buyer to close the sale. 
E) look for other needs to analyze. 
A) provide follow-up service. 
B) develop an account penetration program. 
C) gain a commitment to buy. 
D) wait for the buyer to close the sale. 
E) look for other needs to analyze.

Which of the following statements about afriendship is most likely true?

Why does the author say that salespeople should dress in armor?

The first step of the professional sales call is to analyze the prospect's needs.

Customer relationship marketing is the key to:

The customer could be right when he/she:

A survey of purchasing agents shows that they believe it is most important for salespeople to:

Satisfied customers can help salespeople in making new sales.

Time invested in an account by a salesperson should be directly proportional to the:

The most productive number of calls to make on an account is reached when additional calls do not lead to additional sales.

The electrical parts salesperson can respond to the fact that she has lost one of her big accounts to a competitor in all of the following ways EXCEPT:

When a seller works continually to improve a customer's operations,sales,and profits,that seller is practicing which level of relationship marketing?

Customer service refers to the activities and programs the seller provides to make the relationship satisfying for the customer.

As a salesperson,part of your job in handling a customer complaint is to do all of the following EXCEPT:

After losing a client to a competitor,a salesperson should strive to:

Which of the following measures is NOT used to determine how well a salesperson has penetrated an account?

In a relationship,trust increases and wisdom decreases over time.

What is perceived purchase satisfaction?

You are the salesperson of an FMCG company.One of your retailers tells you to take back some unsalable goods.You are not sure if the customer's claim is honest or not.You do not want to make the retailer unhappy as he brings you good business.How do you tackle this situation?

Which step in relationship selling is critical in confirming that a customer is satisfied?

A salesperson who wants to build a caring relationship with a potential key account has analyzed the customers' needs and explained product benefits.Next,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

Which of the following statements about afriendship is most likely true?

Why does the author say that salespeople should dress in armor?

The first step of the professional sales call is to analyze the prospect's needs.

Customer relationship marketing is the key to:

The customer could be right when he/she:

A survey of purchasing agents shows that they believe it is most important for salespeople to:

Satisfied customers can help salespeople in making new sales.

Time invested in an account by a salesperson should be directly proportional to the:

The most productive number of calls to make on an account is reached when additional calls do not lead to additional sales.

The electrical parts salesperson can respond to the fact that she has lost one of her big accounts to a competitor in all of the following ways EXCEPT:

When a seller works continually to improve a customer's operations,sales,and profits,that seller is practicing which level of relationship marketing?

Customer service refers to the activities and programs the seller provides to make the relationship satisfying for the customer.

As a salesperson,part of your job in handling a customer complaint is to do all of the following EXCEPT:

After losing a client to a competitor,a salesperson should strive to:

Which of the following measures is NOT used to determine how well a salesperson has penetrated an account?

In a relationship,trust increases and wisdom decreases over time.

What is perceived purchase satisfaction?

You are the salesperson of an FMCG company.One of your retailers tells you to take back some unsalable goods.You are not sure if the customer's claim is honest or not.You do not want to make the retailer unhappy as he brings you good business.How do you tackle this situation?

Which step in relationship selling is critical in confirming that a customer is satisfied?

A salesperson who wants to build a caring relationship with a potential key account has analyzed the customers' needs and explained product benefits.Next,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