Question 1

Kumar works for a software company that sells CRM systems and various other administrative and training services to call centers in Canada.Last week,he learned a new technique that helps him increase the number of products he sells per customer visit; hence,his total revenue per customer is up significantly.He has most likely mastered the art of cross-selling.

Accepted Answer

A) True 
 B)False

Question 2

Follow-up services the needs of the customer after the sale to ensure strong customer satisfaction while maintaining communication with the customer.What are three simple questions salespeople should consider in developing a follow-up campaign?

Accepted Answer

A)  Why, Where, and How? 
B)  Who, Why, and When? 
C)  Who, When, and How? 
D)  Why not, When, and With whom? 
E)  None of these answers should be considered.

Question 3

Asking "what" is one of the key questions salespeople should use when following up with a client.The other two questions are "who" and "why."

Accepted Answer

A) True 
 B)False

Question 4

The more a salesperson penetrates an account the greater are his or her chances of maximizing sales within the account.

Accepted Answer

A) True 
 B)False

Question 5

When determining the frequency of visits,salespeople should always keep in mind the potential and actual sales associated with specific customers.

Accepted Answer

A) True 
 B)False

Question 6

What should a salesperson ask themselves when critiquing a dialogue during a post-call analysis?

Accepted Answer

A)  explained key FABs 
B)  dealt adequately with objections 
C)  used trial closes effectively 
D)  attempted to gain commitment 
E)  all of these choices are correct

Question 7

Cross-selling is a strategy that may greatly impact the performance of a salesperson.Which of the following statements about cross-selling is in fact NOT true?

Accepted Answer

A)  Most customers will get irritated when you attempt to cross-sell. 
B)  In order to effectively cross-sell, you must know your products. 
C)  In order to effectively cross-sell, you must know your client's business. 
D)  Make it easy for the customer to say no. 
E)  All of these choices are correct.

Question 8

When a salesperson promises customer service to her prospect,what are some of the elements that may be included in this "promise""?

Accepted Answer

A)  warranties 
B)  fast delivery 
C)  special packaging 
D)  convenient computer-to-computer ordering 
E)  all of these choices are correct

Question 9

What term describes the ability to work and contact people throughout the account and discuss your products?

Accepted Answer

A)  follow up 
B)  being bothersome 
C)  account penetration 
D)  market penetration 
E)  troubleshooting

Question 10

The salesperson selling to a reseller should concentrate on increasing stock outs in the account.

Accepted Answer

A) True 
 B)False

Question 11

To be viewed as a professional and respected by your customers,salespeople should NOT join the Lions Club,the Chamber of Commerce,and other local service organizations so as to not appear bias in any way.

Accepted Answer

A) True 
 B)False

Question 12

What is referred to as the relationship between sales volume and sales calls?

Accepted Answer

A)  the response function 
B)  elasticity of sales curve 
C)  the sales-value function 
D)  cost-volume-profit function 
E)  a predictor of client satisfaction

Question 13

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

Accepted Answer

A) True 
 B)False

Question 14

The usage of CRM systems ensures good customer service and higher levels of retention.

Accepted Answer

A) True 
 B)False

Question 15

Because Walt is a consumer goods salesperson,shelf-positioning and shelf-space are important considerations for him as he tries to maximize his sales.

Accepted Answer

A) True 
 B)False

Question 16

Martin is an account representative for a major hair product wholesaler in Canada.As a good practice,he should attempt to develop relationships with his clients' inside sales force.

Accepted Answer

A) True 
 B)False

Question 17

The textbook introduced to us a ten step selling process starting with prospecting (step 1)and ending with follow up (step 10).Britnee,has successfully sold an existing client a new line of computers.She is considering making a follow-up visit to the client to make sure the product line is meeting the customer's expectations.Before making the call,which of the following questions should Britnee consider?

Accepted Answer

A)  Who should she call to follow up with? 
B)  Should she call everyone that was involved with the purchase? 
C)  When should she call the client - in a month, a few weeks, a few days? 
D)  What method should she use to contact the client - phone, in-person, Skype? 
E)  All of these choices are correct

Question 18

Which of the following would you NOT include in a business sales professional checklist of "Dos"?

Accepted Answer

A)  maintain an up-to-date call list 
B)  know your product and industry 
C)  identify who are the product users and focus your energy on that group 
D)  use notes as reminders 
E)  ask for the business

Question 19

Which one of the following is one of the "Seven Deadly Sins of Business Selling"?

Accepted Answer

A)  over planning 
B)  unlimited optimism 
C)  timidity 
D)  thoroughness after the sale 
E)  strong product knowledge

Question 20

What term refers to a salesperson's ability to work and contact people throughout an account,discussing his or her product?

Accepted Answer

A)  Customer service 
B)  Account manipulation 
C)  Order getting 
D)  Missionary work 
E)  Account penetration

Exam 12: Follow-Up Maintain and Strengthen the Relationship

Follow-up services the needs of the customer after the sale to ensure strong customer satisfaction while maintaining communication with the customer.What are three simple questions salespeople should consider in developing a follow-up campaign?

Asking "what" is one of the key questions salespeople should use when following up with a client.The other two questions are "who" and "why."

The more a salesperson penetrates an account the greater are his or her chances of maximizing sales within the account.

When determining the frequency of visits,salespeople should always keep in mind the potential and actual sales associated with specific customers.

What should a salesperson ask themselves when critiquing a dialogue during a post-call analysis?

Cross-selling is a strategy that may greatly impact the performance of a salesperson.Which of the following statements about cross-selling is in fact NOT true?

When a salesperson promises customer service to her prospect,what are some of the elements that may be included in this "promise""?

What term describes the ability to work and contact people throughout the account and discuss your products?

The salesperson selling to a reseller should concentrate on increasing stock outs in the account.

To be viewed as a professional and respected by your customers,salespeople should NOT join the Lions Club,the Chamber of Commerce,and other local service organizations so as to not appear bias in any way.

What is referred to as the relationship between sales volume and sales calls?

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

The usage of CRM systems ensures good customer service and higher levels of retention.

Because Walt is a consumer goods salesperson,shelf-positioning and shelf-space are important considerations for him as he tries to maximize his sales.

Martin is an account representative for a major hair product wholesaler in Canada.As a good practice,he should attempt to develop relationships with his clients' inside sales force.

Which of the following would you NOT include in a business sales professional checklist of "Dos"?

Which one of the following is one of the "Seven Deadly Sins of Business Selling"?

What term refers to a salesperson's ability to work and contact people throughout an account,discussing his or her product?