Question 1

When a seller works continually to improve customers' operations, sales, and profits it is known as ____.

Accepted Answer

A)  benefit selling 
B)  alliance selling 
C)  partnering 
D)  relationship selling 
E)  transaction selling

Question 2

Stephen, a senior salesperson of a software firm, is calling on an acquaintance, the CEO of a manufacturing firm. During the sales call, Stephen should most likely avoid:

Accepted Answer

A)  mentioning his family life. 
B)  summarizing the CEOs comments. 
C)  making eye contact with the CEO. 
D)  invalidating the CEO's opinions. 
E)  exhibiting knowledge of his product.

Question 3

In a relationship, trust increases and wisdom decreases over time.

Accepted Answer

A) True 
 B)False

Question 4

According to the text, many people do not make it in sales because they are unable to:

Accepted Answer

A)  identify a customer's needs very quickly. 
B)  place someone's interests before their own. 
C)  predict the long-term sales outcome. 
D)  ensure future sales from a customer. 
E)  obtain loyal customers.

Question 5

When determining how frequently to call a customer, a salesperson should primarily base the decision on the relationship between sales volume and sales calls, which is known as the:

Accepted Answer

A)  prospecting component. 
B)  sales investment factor. 
C)  account penetration. 
D)  response function. 
E)  opportunity cost.

Question 6

As a salesperson, part of your job in handling a customer complaint is to do all of the following EXCEPT:

Accepted Answer

A)  obtaining relevant information from the customer. 
B)  expressing sincere regret for the customer's problem. 
C)  handling the complaint quickly and efficiently. 
D)  following up to make sure the customer is satisfied. 
E)  pointing out the poor service offered by competitors.

Question 7

An organization using relationship marketing to facilitate quick, one-time sales.

Accepted Answer

A) True 
 B)False

Question 8

It is said that "The customer is always right." But according to the text the customer is wrong when:

Accepted Answer

A)  demanding fast delivery of a product. 
B)  requesting a refund for damaged goods. 
C)  lodging an unfounded complaint. 
D)  asking for a manufacturer's discount. 
E)  requesting terms that harm the seller.

Question 9

Which of the following is one of the seven deadly sins of business selling?

Accepted Answer

A)  Overplanning a sales call 
B)  Demonstrating the product too often 
C)  Promising more than can be delivered 
D)  Failing to provide the lowest prices in the industry 
E)  Exhibiting a lack of knowledge about the competition

Question 10

_____ refers to a salesperson's ability to work and contact people throughout an account, to discuss a product.

Accepted Answer

A)  Order taking 
B)  Sales power 
C)  Account accessibility 
D)  Customer satisfaction 
E)  Account penetration

Question 11

Which of the following measures is NOT used to determine how well a salesperson has penetrated an account?

Accepted Answer

A)  Number of referrals earned from the account 
B)  Product distribution within the account 
C)  Sales growth in the account 
D)  Advertising activity 
E)  Allotted shelf space

Question 12

In your position as an electronics salesperson, one of your retailers tells you to take back some unsalable goods. You are not sure if the customer's claim is honest or not. You do not want to make the retailer unhappy as he brings you good business. How do you tackle this situation?

Accepted Answer

A)  Ask the customer to avoid being dishonest. 
B)  Apologize to the customer and inform him that you are not sure of his claim. 
C)  Give the benefit of doubt to the customer and return the goods. 
D)  Never return the goods if you are not sure that the customer's claim is true. 
E)  Return half the merchandise if the customer is correct.

Question 13

Follow-up refers to maintaining contact with a customer in order to evaluate the effectiveness of the product and the satisfaction of the customer.

Accepted Answer

A) True 
 B)False

Question 14

After Helen, a realtor, closes a sale on a house, she usually calls her customers the following week to find out if they are pleased with their new home. This is an example of transaction selling.

Accepted Answer

A) True 
 B)False

Question 15

A business friendship differs significantly from a personal friendship.

Accepted Answer

A) True 
 B)False

Question 16

Which of the following terms best describes the relationship between a salesperson and a client that revolves around business-related issues?

Accepted Answer

A)  Marketing relationship 
B)  Transactional relationship 
C)  Business friendship 
D)  Reciprocal relationship 
E)  Partnering opportunity

Question 17

What are the "seven deadly sins" of selling?

Accepted Answer

The answer of What are the "seven deadly sins" of...

Question 18

According to the text, one of the easiest things a salesperson can do is to care about customers.

Accepted Answer

A) True 
 B)False

Question 19

After a sale has been made, there is no need for the salesperson to maintain relations with the customer.

Accepted Answer

A) True 
 B)False

Question 20

Acquaintances experience low levels of wisdom and trust.

Accepted Answer

A) True 
 B)False

Exam 14: Service and Follow-Up for Customer Retention

When a seller works continually to improve customers' operations, sales, and profits it is known as ____.

Stephen, a senior salesperson of a software firm, is calling on an acquaintance, the CEO of a manufacturing firm. During the sales call, Stephen should most likely avoid:

In a relationship, trust increases and wisdom decreases over time.

According to the text, many people do not make it in sales because they are unable to:

When determining how frequently to call a customer, a salesperson should primarily base the decision on the relationship between sales volume and sales calls, which is known as the:

As a salesperson, part of your job in handling a customer complaint is to do all of the following EXCEPT:

An organization using relationship marketing to facilitate quick, one-time sales.

It is said that "The customer is always right." But according to the text the customer is wrong when:

Which of the following is one of the seven deadly sins of business selling?

_____ refers to a salesperson's ability to work and contact people throughout an account, to discuss a product.

Which of the following measures is NOT used to determine how well a salesperson has penetrated an account?

In your position as an electronics salesperson, one of your retailers tells you to take back some unsalable goods. You are not sure if the customer's claim is honest or not. You do not want to make the retailer unhappy as he brings you good business. How do you tackle this situation?

Follow-up refers to maintaining contact with a customer in order to evaluate the effectiveness of the product and the satisfaction of the customer.

After Helen, a realtor, closes a sale on a house, she usually calls her customers the following week to find out if they are pleased with their new home. This is an example of transaction selling.

A business friendship differs significantly from a personal friendship.

Which of the following terms best describes the relationship between a salesperson and a client that revolves around business-related issues?

What are the "seven deadly sins" of selling?

According to the text, one of the easiest things a salesperson can do is to care about customers.

After a sale has been made, there is no need for the salesperson to maintain relations with the customer.

Acquaintances experience low levels of wisdom and trust.