Question 1

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

Accepted Answer

A) True 
 B)False

Question 2

A salesperson who is a true professional:

Accepted Answer

A) keeps customers informed about competitors. 
B) leave beliefs and morals out of business dealings. 
C) speaks well of others,including the competition. 
D) knows when to use high pressure techniques on prospects. 
E) knows that finding new customers is more important than servicing current ones. 
A) keeps customers informed about competitors. 
B) leave beliefs and morals out of business dealings. 
C) speaks well of others,including the competition. 
D) knows when to use high pressure techniques on prospects. 
E) knows that finding new customers is more important than servicing current ones.

Question 3

Successful account penetration:

Accepted Answer

A) requires a salesperson to develop a third level business friendship with all members of the buying center. 
B) makes gatekeepers and influencers nonessential members of the buying center. 
C) can only occur with new-task buying. 
D) is derived from the salesperson's ability to work and contact people throughout an account. 
E) relies on team selling. 
A) requires a salesperson to develop a third level business friendship with all members of the buying center. 
B) makes gatekeepers and influencers nonessential members of the buying center. 
C) can only occur with new-task buying. 
D) is derived from the salesperson's ability to work and contact people throughout an account. 
E) relies on team selling.

Question 4

What is the most basic level of customer relationship marketing?

Accepted Answer

A) Transaction selling 
B) Relationship selling 
C) Account selling 
D) Networking 
E) Partnering 
A) Transaction selling 
B) Relationship selling 
C) Account selling 
D) Networking 
E) Partnering

Question 5

A survey of purchasing agents shows that they believe it is important for salespeople to do all of the following EXCEPT:

Accepted Answer

A) plan sales calls. 
B) follow up after the sale. 
C) speak well of competitors. 
D) use high-pressure sales tactics. 
E) think and behave as professionals. 
A) plan sales calls. 
B) follow up after the sale. 
C) speak well of competitors. 
D) use high-pressure sales tactics. 
E) think and behave as professionals.

Question 6

After landing a $200,000 order for baskets,Austin should most likely engage in all of the following EXCEPT:

Accepted Answer

A) concentrating on improving account penetration. 
B) showing his appreciation with a thank-you note. 
C) handling customer complaints promptly. 
D) calling and texting the customer daily. 
E) treating his customers like royalty. 
A) concentrating on improving account penetration. 
B) showing his appreciation with a thank-you note. 
C) handling customer complaints promptly. 
D) calling and texting the customer daily. 
E) treating his customers like royalty.

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

A salesperson who is a true professional:

Successful account penetration:

What is the most basic level of customer relationship marketing?

A survey of purchasing agents shows that they believe it is important for salespeople to do all of the following EXCEPT:

After landing a $200,000 order for baskets,Austin should most likely engage in all of the following EXCEPT:

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

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

A salesperson who is a true professional:

Successful account penetration:

What is the most basic level of customer relationship marketing?

A survey of purchasing agents shows that they believe it is important for salespeople to do all of the following EXCEPT:

After landing a $200,000 order for baskets,Austin should most likely engage in all of the following EXCEPT:

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