Question 1

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 2

The most important activity for ensuring repeat sales is:

Accepted Answer

A)  understanding the prospect's product line. 
B)  prospecting on a regular basis. 
C)  getting multiple referrals. 
D)  expanding the sales territory. 
E)  providing follow-up and service. 
A)  understanding the prospect's product line. 
B)  prospecting on a regular basis. 
C)  getting multiple referrals. 
D)  expanding the sales territory. 
E)  providing follow-up and service.

Question 3

When does a salesperson achieve the most productive number of sales calls?

Accepted Answer

The most productive number of calls is r

Question 4

A salesperson should entertain both prospects and current customers regularly to ensure customer satisfaction.

Accepted Answer

A) True 
 B)False

Question 5

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

Accepted Answer

A) True 
 B)False

Question 6

Ben is a salesperson for a company that manufactures gardening equipment. Why does Ben most likely insist on mailing his retail customers, birthday, holiday, and special occasion cards containing seed packs?

Accepted Answer

A)  To encode his message of service 
B)  To show his appreciation of his customers 
C)  To create word-of-mouth advertising 
D)  To express non-verbal communication 
E)  To meet customers' supply needs 
A)  To encode his message of service 
B)  To show his appreciation of his customers 
C)  To create word-of-mouth advertising 
D)  To express non-verbal communication 
E)  To meet customers' supply needs

Question 7

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

Accepted Answer

A) True 
 B)False

Question 8

Successful account penetration:

Accepted Answer

A)  requires a salesperson to develop a third-level business friendship with members of the buying center. 
B)  makes gatekeepers and influencers nonessential members of the buying center. 
C)  leads to greater chance of maximizing sales within the account. 
D)  can only occur with new-task buying. 
E)  relies on team selling. 
A)  requires a salesperson to develop a third-level business friendship with members of the buying center. 
B)  makes gatekeepers and influencers nonessential members of the buying center. 
C)  leads to greater chance of maximizing sales within the account. 
D)  can only occur with new-task buying. 
E)  relies on team selling.

Question 9

To be viewed as professionals and respected by customers, salespeople should join worthwhile organizations such as the Lions Club or the Chamber of Commerce.

Accepted Answer

A) True 
 B)False

Question 10

The first level of relationship in a business friendship is that of:

Accepted Answer

A)  intimate friends. 
B)  friends. 
C)  companions. 
D)  acquaintances. 
E)  adversaries. 
A)  intimate friends. 
B)  friends. 
C)  companions. 
D)  acquaintances. 
E)  adversaries.

Question 11

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 activities. 
C)  assume the selling process has an end. 
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 activities. 
C)  assume the selling process has an end. 
D)  internalize the buyer's organizational culture. 
E)  engage in relationship transformation selling.

Question 12

Relationship marketing involves using promotions and service to create customer loyalty.

Accepted Answer

A) True 
 B)False

Question 13

The third level of relationships, intimate friends, applies to personal relationships but not business relationships.

Accepted Answer

A) True 
 B)False

Question 14

By sending greeting cards, the salesperson shows his appreciation for the customer's business.

Accepted Answer

A) True 
 B)False

Question 15

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 16

Identify and define the three levels of business friendship.

Accepted Answer

The three levels of friendship in a busi

Question 17

If a salesperson sells to customers and does not contact them again, the salesperson is involved in:

Accepted Answer

A)  transaction selling. 
B)  transformational selling. 
C)  relationship selling. 
D)  partnering. 
E)  solution selling. 
A)  transaction selling. 
B)  transformational selling. 
C)  relationship selling. 
D)  partnering. 
E)  solution selling.

Question 18

To show how much he appreciates the business of a regular customer, Claude, a software salesperson, should do all of the following EXCEPT:

Accepted Answer

A)  send information about problems with competing products. 
B)  call the customer when he solves a problem for the customer. 
C)  send greeting cards for birthdays and other special occasions. 
D)  write congratulatory notes to customers who receive awards. 
E)  e-mail information to customers about relevant product modifications. 
A)  send information about problems with competing products. 
B)  call the customer when he solves a problem for the customer. 
C)  send greeting cards for birthdays and other special occasions. 
D)  write congratulatory notes to customers who receive awards. 
E)  e-mail information to customers about relevant product modifications.

Question 19

Customer satisfaction refers to:

Accepted Answer

A)  the total shopping experience. 
B)  a feeling towards the purchase. 
C)  an expectation about the product. 
D)  activities intended to retain buyers. 
E)  marketing experiences prior to purchase. 
A)  the total shopping experience. 
B)  a feeling towards the purchase. 
C)  an expectation about the product. 
D)  activities intended to retain buyers. 
E)  marketing experiences prior to purchase.

Question 20

In general, the greater your account penetration, ____.

Accepted Answer

A)  the greater your chances of maximizing sales within the account. 
B)  the greater your ability to control the customer and future sales. 
C)  the greater your ability to overcome customer objections. 
D)  the lower the possibility of relationship selling. 
E)  the lower the possibility of a repeat purchase. 
A)  the greater your chances of maximizing sales within the account. 
B)  the greater your ability to control the customer and future sales. 
C)  the greater your ability to overcome customer objections. 
D)  the lower the possibility of relationship selling. 
E)  the lower the possibility of a repeat purchase.

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

The most important activity for ensuring repeat sales is:

When does a salesperson achieve the most productive number of sales calls?

A salesperson should entertain both prospects and current customers regularly to ensure customer satisfaction.

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

Ben is a salesperson for a company that manufactures gardening equipment. Why does Ben most likely insist on mailing his retail customers, birthday, holiday, and special occasion cards containing seed packs?

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

Successful account penetration:

To be viewed as professionals and respected by customers, salespeople should join worthwhile organizations such as the Lions Club or the Chamber of Commerce.

The first level of relationship in a business friendship is that of:

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

Relationship marketing involves using promotions and service to create customer loyalty.

The third level of relationships, intimate friends, applies to personal relationships but not business relationships.

By sending greeting cards, the salesperson shows his appreciation for the customer's business.

A salesperson who is a true professional:

Identify and define the three levels of business friendship.

If a salesperson sells to customers and does not contact them again, the salesperson is involved in:

To show how much he appreciates the business of a regular customer, Claude, a software salesperson, should do all of the following EXCEPT:

Customer satisfaction refers to:

In general, the greater your account penetration, ____.

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

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

The most important activity for ensuring repeat sales is:

When does a salesperson achieve the most productive number of sales calls?

A salesperson should entertain both prospects and current customers regularly to ensure customer satisfaction.

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

Ben is a salesperson for a company that manufactures gardening equipment. Why does Ben most likely insist on mailing his retail customers, birthday, holiday, and special occasion cards containing seed packs?

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

Successful account penetration:

To be viewed as professionals and respected by customers, salespeople should join worthwhile organizations such as the Lions Club or the Chamber of Commerce.

The first level of relationship in a business friendship is that of:

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

Relationship marketing involves using promotions and service to create customer loyalty.

The third level of relationships, intimate friends, applies to personal relationships but not business relationships.

By sending greeting cards, the salesperson shows his appreciation for the customer's business.

A salesperson who is a true professional:

Identify and define the three levels of business friendship.

If a salesperson sells to customers and does not contact them again, the salesperson is involved in:

To show how much he appreciates the business of a regular customer, Claude, a software salesperson, should do all of the following EXCEPT:

Customer satisfaction refers to:

In general, the greater your account penetration, ____.

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