Question 1

Attending to a customer involves:

Accepted Answer

A)  repeating what he/she says. 
B)  invalidating what he/she says. 
C)  changing the client's mind on an issue. 
D)  engaging in high pressure selling. 
E)  paying attention to him/her. 
A)  repeating what he/she says. 
B)  invalidating what he/she says. 
C)  changing the client's mind on an issue. 
D)  engaging in high pressure selling. 
E)  paying attention to him/her. E

Question 2

Monica, an electrical parts salesperson, lost one of her big accounts to a competitor. It would be appropriate for Monica to respond in all of the following ways EXCEPT by:

Accepted Answer

A)  visiting the customer quickly and finding out why the change was made. 
B)  expressing appreciation to the customer for past business transactions. 
C)  pointing out the flaws and high prices of competing products. 
D)  treating the former customer as a prospect by making calls. 
E)  communicating an interest in meeting future needs. 
A)  visiting the customer quickly and finding out why the change was made. 
B)  expressing appreciation to the customer for past business transactions. 
C)  pointing out the flaws and high prices of competing products. 
D)  treating the former customer as a prospect by making calls. 
E)  communicating an interest in meeting future needs. C

Question 3

How can you show your appreciation to customers?

Accepted Answer

You can show your appreciation to regular customers by telephoning whenever you think of or see something that can solve one of their problems, mailing clippings that may be of interest to them, writing congratulatory notes to those who have been elected to office or promoted or given awards, sending newspaper clippings about the customer's family (marriages, births, and activities), sending holiday or special-occasion cards, sending annual birthday cards, preparing and sending quarterly newsletters which keeps them informed on important matters, faxing and/or e-mailing information to prospects and buyers, etc.

Question 4

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 5

All of the following are the most important traits purchasing agents find in their top salespeople EXCEPT:

Accepted Answer

A)  willingness to find out the prices of the competition. 
B)  thoroughness and follow-through after the sale. 
C)  willingness to go bat for the buyer within the supplier's firm. 
D)  knowledge of the firm's product line. 
E)  preparation of sales calls. 
A)  willingness to find out the prices of the competition. 
B)  thoroughness and follow-through after the sale. 
C)  willingness to go bat for the buyer within the supplier's firm. 
D)  knowledge of the firm's product line. 
E)  preparation of sales calls.

Question 6

According to the text, the most important ingredient in building a lasting friendship is perseverance.

Accepted Answer

A) True 
 B)False

Question 7

If a salesperson learns that a customer has been lost to a competitor, it is best to visit the customer and assert that a serious mistake has been made.

Accepted Answer

A) True 
 B)False

Question 8

The ability to work and contact people throughout the account, discussing your products, is known as account penetration.

Accepted Answer

A) True 
 B)False

Question 9

After losing a client to a competitor, a salesperson should most likely 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 10

According to the text, why should salespeople 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 11

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

Accepted Answer

A) True 
 B)False

Question 12

The third level of relationship in a business friendship is:

Accepted Answer

A)  intimate friends. 
B)  strategic alliances. 
C)  joint ventures. 
D)  reciprocal alliances. 
E)  companionship. 
A)  intimate friends. 
B)  strategic alliances. 
C)  joint ventures. 
D)  reciprocal alliances. 
E)  companionship.

Question 13

What is the difference between wisdom and knowledge? How does a salesperson acquire sales wisdom?

Accepted Answer

The text says there is a vast difference

Question 14

What is account penetration? What determines a salesperson's level of account penetration?

Accepted Answer

The ability to work with and contact peo

Question 15

Rick Lee 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 16

The more a salesperson penetrates an account the greater the chances of maximizing sales within the account.

Accepted Answer

A) True 
 B)False

Question 17

In any type of sales, salespeople should most likely 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.

Question 18

Sales wisdom comes from:

Accepted Answer

A)  the realization that the purpose of sales is to help people. 
B)  an understanding of the importance of account penetration. 
C)  the belief that the customer is always right. 
D)  the development of business networks. 
E)  increased contact with one's customers. 
A)  the realization that the purpose of sales is to help people. 
B)  an understanding of the importance of account penetration. 
C)  the belief that the customer is always right. 
D)  the development of business networks. 
E)  increased contact with one's customers.

Question 19

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

Question 20

What can you as a salesperson do to win back a valuable account that has been taken by a competitor?

Accepted Answer

The four things which will help a salesp

Attending to a customer involves:

Monica, an electrical parts salesperson, lost one of her big accounts to a competitor. It would be appropriate for Monica to respond in all of the following ways EXCEPT by:

How can you show your appreciation to customers?

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

All of the following are the most important traits purchasing agents find in their top salespeople EXCEPT:

According to the text, the most important ingredient in building a lasting friendship is perseverance.

If a salesperson learns that a customer has been lost to a competitor, it is best to visit the customer and assert that a serious mistake has been made.

The ability to work and contact people throughout the account, discussing your products, is known as account penetration.

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

According to the text, why should salespeople dress in armor?

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

The third level of relationship in a business friendship is:

What is the difference between wisdom and knowledge? How does a salesperson acquire sales wisdom?

What is account penetration? What determines a salesperson's level of account penetration?

Rick Lee 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:

The more a salesperson penetrates an account the greater the chances of maximizing sales within the account.

In any type of sales, salespeople should most likely remember to:

Sales wisdom comes from:

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

What can you as a salesperson do to win back a valuable account that has been taken by a competitor?

The Life, Times, and Career of the Professional Salesperson

Relationship Marketing: Where Personal Selling Fits

Ethics First Then 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

Planning, Staffing, and Training Successful Salespeople

Motivation, Compensation, Leadership, and Evaluation of Salespeople

Filters

Exam 14: Service and Follow-Up for Customer Retention

Attending to a customer involves:

Monica, an electrical parts salesperson, lost one of her big accounts to a competitor. It would be appropriate for Monica to respond in all of the following ways EXCEPT by:

How can you show your appreciation to customers?

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

All of the following are the most important traits purchasing agents find in their top salespeople EXCEPT:

According to the text, the most important ingredient in building a lasting friendship is perseverance.

If a salesperson learns that a customer has been lost to a competitor, it is best to visit the customer and assert that a serious mistake has been made.

The ability to work and contact people throughout the account, discussing your products, is known as account penetration.

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

According to the text, why should salespeople dress in armor?

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

The third level of relationship in a business friendship is:

What is the difference between wisdom and knowledge? How does a salesperson acquire sales wisdom?

What is account penetration? What determines a salesperson's level of account penetration?

Rick Lee 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:

The more a salesperson penetrates an account the greater the chances of maximizing sales within the account.

In any type of sales, salespeople should most likely remember to:

Sales wisdom comes from:

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

What can you as a salesperson do to win back a valuable account that has been taken by a competitor?

The Life, Times, and Career of the Professional Salesperson

Relationship Marketing: Where Personal Selling Fits

Ethics First Then 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

Planning, Staffing, and Training Successful Salespeople

Motivation, Compensation, Leadership, and Evaluation of Salespeople

Filters