Question 1

According to the text, nothing destroys a relationship with a customer faster than not following through on promises.

Accepted Answer

A) True 
 B)False

Question 2

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 3

According to the author, many people are unsuccessful in sales because they do not have the ability to put their own needs before anyone else's interests.

Accepted Answer

A) True 
 B)False

Question 4

A good relationship with the client can be maintained if the:

Accepted Answer

A)  client takes full control. 
B)  client outdoes the salesperson. 
C)  salesperson outdoes the client. 
D)  salesperson changes the client's mind on issues. 
E)  roles and expectations of each person are defined. 
A)  client takes full control. 
B)  client outdoes the salesperson. 
C)  salesperson outdoes the client. 
D)  salesperson changes the client's mind on issues. 
E)  roles and expectations of each person are defined.

Question 5

Closing ends the relationship between a salesperson and a customer.

Accepted Answer

A) True 
 B)False

Question 6

The steps involved in developing a friendship are self-appraisal, acknowledgement, attending, and talking.

Accepted Answer

A) True 
 B)False

Question 7

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

Accepted Answer

A)  Product was not delivered by the specified date. 
B)  Product delivered was different from the one ordered. 
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 was not delivered by the specified date. 
B)  Product delivered was different from the one ordered. 
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 8

An effective salesperson converts follow-up and service situations into sales.

Accepted Answer

A) True 
 B)False

Question 9

_____ refers to the activities and programs provided by the seller to make the relationship satisfying for the customer.

Accepted Answer

A)  Customer service 
B)  Skimming 
C)  Transaction selling 
D)  Customized marketing 
E)  Direct marketing 
A)  Customer service 
B)  Skimming 
C)  Transaction selling 
D)  Customized marketing 
E)  Direct marketing

Question 10

Peter is a salesman of Turner Associates, a machine tool manufacturer. During his routine visit to a customer's house, Peter finds out that the customer has a fresh requirement for two lathe machines. According to the text, Peter should move back to the _____ stage in relationship selling for the new machines.

Accepted Answer

A)  approach 
B)  presentation 
C)  trial close 
D)  close 
E)  preapproach 
A)  approach 
B)  presentation 
C)  trial close 
D)  close 
E)  preapproach

Question 11

A photocopier salesperson is trying to determine how often he should call on a new account in order to provide proper service. He most likely has to consider all of the following EXCEPT:

Accepted Answer

A)  present and potential sales. 
B)  servicing needs of purchased products. 
C)  number of product lines sold to the account. 
D)  number of orders expected annually from the account. 
E)  the necessity and cost of overnight travel to visit the account. 
A)  present and potential sales. 
B)  servicing needs of purchased products. 
C)  number of product lines sold to the account. 
D)  number of orders expected annually from the account. 
E)  the necessity and cost of overnight travel to visit the account.

Question 12

A salesperson should most likely refuse to handle a complaint if the:

Accepted Answer

A)  customer is wrong. 
B)  customer is being dishonest. 
C)  customer complaint is about discounts. 
D)  customer says that the product delivered is unsalable. 
E)  customer complains that the quality of the product is low. 
A)  customer is wrong. 
B)  customer is being dishonest. 
C)  customer complaint is about discounts. 
D)  customer says that the product delivered is unsalable. 
E)  customer complains that the quality of the product is low.

Question 13

Partnering refers to working continually to improve the customer's operations, sales, and profits.

Accepted Answer

A) True 
 B)False

Question 14

If a salesperson sells to customers and does not contact them again, it is known as relationship selling.

Accepted Answer

A) True 
 B)False

Question 15

Rick Lee, a milk deliveryman in New York, delivers dairy products to 200 customers weekly. The quality of the service Rick provides to his customers is based on customer expectations. All of the following determine the expectations of Rick's customers EXCEPT:

Accepted Answer

A)  customer needs for fresh milk delivered weekly. 
B)  customer experiences with milk from a grocery store. 
C)  Rick's ability to provide the anticipated dairy products. 
D)  word-of-mouth comments about Rick's product and service. 
E)  changing shifts in demand for local produce and dairy products. 
A)  customer needs for fresh milk delivered weekly. 
B)  customer experiences with milk from a grocery store. 
C)  Rick's ability to provide the anticipated dairy products. 
D)  word-of-mouth comments about Rick's product and service. 
E)  changing shifts in demand for local produce and dairy products.

Question 16

The most productive number of sales calls to make to a customer has been reached when:

Accepted Answer

A)  demand equals supply. 
B)  additional calls do not result in additional sales. 
C)  marginal cost equals marginal revenue. 
D)  the salesperson works five full days per week. 
E)  the total cost of sales calls equals the value of business from that customer. 
A)  demand equals supply. 
B)  additional calls do not result in additional sales. 
C)  marginal cost equals marginal revenue. 
D)  the salesperson works five full days per week. 
E)  the total cost of sales calls equals the value of business from that customer.

Question 17

Perceived purchase satisfaction is:

Accepted Answer

A)  the salesperson's product perception. 
B)  a positive feeling towards the product. 
C)  based on actual product performance and customer service. 
D)  the difference between product expectation and actual experience. 
E)  the expected satisfaction level of a product at a particular design stage. 
A)  the salesperson's product perception. 
B)  a positive feeling towards the product. 
C)  based on actual product performance and customer service. 
D)  the difference between product expectation and actual experience. 
E)  the expected satisfaction level of a product at a particular design stage.

Question 18

The Golden Rule of Selling supports the belief that service and follow-up after the sale show that the salesperson really cares about customers.

Accepted Answer

A) True 
 B)False

Question 19

Sam Utley drives to a local convenience store to purchase milk. The store that sells milk to Utley most likely engages in_____ selling.

Accepted Answer

A)  benefit 
B)  relationship 
C)  partnership 
D)  transformational 
E)  transaction 
A)  benefit 
B)  relationship 
C)  partnership 
D)  transformational 
E)  transaction

Question 20

According to the text, the development of a strong relationship between the salesperson and the prospect begins:

Accepted Answer

A)  with the follow-up. 
B)  when the salesperson analyzes the customer's needs. 
C)  when the first order is placed. 
D)  when all objections have been handled. 
E)  when the customer is presented with product benefits. 
A)  with the follow-up. 
B)  when the salesperson analyzes the customer's needs. 
C)  when the first order is placed. 
D)  when all objections have been handled. 
E)  when the customer is presented with product benefits.

According to the text, nothing destroys a relationship with a customer faster than not following through on promises.

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

According to the author, many people are unsuccessful in sales because they do not have the ability to put their own needs before anyone else's interests.

A good relationship with the client can be maintained if the:

Closing ends the relationship between a salesperson and a customer.

The steps involved in developing a friendship are self-appraisal, acknowledgement, attending, and talking.

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

An effective salesperson converts follow-up and service situations into sales.

_____ refers to the activities and programs provided by the seller to make the relationship satisfying for the customer.

A photocopier salesperson is trying to determine how often he should call on a new account in order to provide proper service. He most likely has to consider all of the following EXCEPT:

A salesperson should most likely refuse to handle a complaint if the:

Partnering refers to working continually to improve the customer's operations, sales, and profits.

If a salesperson sells to customers and does not contact them again, it is known as relationship selling.

Rick Lee, a milk deliveryman in New York, delivers dairy products to 200 customers weekly. The quality of the service Rick provides to his customers is based on customer expectations. All of the following determine the expectations of Rick's customers EXCEPT:

The most productive number of sales calls to make to a customer has been reached when:

Perceived purchase satisfaction is:

The Golden Rule of Selling supports the belief that service and follow-up after the sale show that the salesperson really cares about customers.

Sam Utley drives to a local convenience store to purchase milk. The store that sells milk to Utley most likely engages in_____ selling.

According to the text, the development of a strong relationship between the salesperson and the prospect begins:

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

According to the text, nothing destroys a relationship with a customer faster than not following through on promises.

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

According to the author, many people are unsuccessful in sales because they do not have the ability to put their own needs before anyone else's interests.

A good relationship with the client can be maintained if the:

Closing ends the relationship between a salesperson and a customer.

The steps involved in developing a friendship are self-appraisal, acknowledgement, attending, and talking.

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

An effective salesperson converts follow-up and service situations into sales.

_____ refers to the activities and programs provided by the seller to make the relationship satisfying for the customer.

A photocopier salesperson is trying to determine how often he should call on a new account in order to provide proper service. He most likely has to consider all of the following EXCEPT:

A salesperson should most likely refuse to handle a complaint if the:

Partnering refers to working continually to improve the customer's operations, sales, and profits.

If a salesperson sells to customers and does not contact them again, it is known as relationship selling.

Rick Lee, a milk deliveryman in New York, delivers dairy products to 200 customers weekly. The quality of the service Rick provides to his customers is based on customer expectations. All of the following determine the expectations of Rick's customers EXCEPT:

The most productive number of sales calls to make to a customer has been reached when:

Perceived purchase satisfaction is:

The Golden Rule of Selling supports the belief that service and follow-up after the sale show that the salesperson really cares about customers.

Sam Utley drives to a local convenience store to purchase milk. The store that sells milk to Utley most likely engages in_____ selling.

According to the text, the development of a strong relationship between the salesperson and the prospect begins:

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