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1 | |
_____ refers to the activities and programs provided by the seller to make the relationship satisfying for the customer. |
| | A) | Transactional marketing |
| | B) | B, Customer service |
| | C) | Partnering |
| | D) | Service expectation |
| | E) | Customer satisfaction |
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2 | |
The last step in the selling process is: |
| | A) | the request for a referral |
| | B) | objections handling |
| | C) | the close |
| | D) | the follow-up |
| | E) | asking for permission to use customer's name to reach a prospect |
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3 | |
As a general rule, the greater your account penetration, the |
| | A) | greater your chances of maximizing sales within your account |
| | B) | less problem-solving you must engage in |
| | C) | greater your expenses |
| | D) | less likely you are to create customer satisfaction |
| | E) | less cooperation will be obtained from various people in the account |
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4 | |
In determining the frequency of sales calls that should be made, a salesperson should consider: |
| | A) | the customer's organizational objectives |
| | B) | the number of salespeople calling on the account |
| | C) | the number of value analyses the customer does annually |
| | D) | the present sales and/or potential future sales to the account |
| | E) | all of the above |
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5 | |
The response function of the customer to the salesperson's calls is defined as: |
| | A) | the degree of account manipulation |
| | B) | price times value equals cost |
| | C) | the value-added service provided after the sale is made |
| | D) | the relationship of sales volume to sales calls |
| | E) | none of the above |
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6 | |
Terrell sells specialized woodworking equipment to people who build antique reproductions. Whenever he sees an article that he thinks may of interest to one of his customers, he clips it and mails it to the individual. Terrell also sends birthday cards to each of his customer. Why does Terrell engage in such activities? |
| | A) | His personality type is a senser. |
| | B) | His organization requires this activity of all of its salespeople so they can maintain a circle of reference. |
| | C) | This is a good way to forestall customer complaints. |
| | D) | Trial closes are easier when the salesperson can remind the prospect of earlier kindnesses. |
| | E) | They are good ways for Terrell to show his appreciation to his customers for their business. |
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7 | |
Rashmi sells x-ray equipment to hospitals. When one of her major buyers informed her that he was going to buy an x-ray machine from one of her competitors, Rashmi behaved appropriately and: |
| | A) | put the hospital purchasing agent in her orphan files |
| | B) | never again called on the account because she felt rejected |
| | C) | kept calling on the account |
| | D) | gave the account to another salesperson in her company |
| | E) | went to the purchasing agent's supervisor and asked him to reconsider the sale |
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8 | |
Which of the following is NOT an action a salesperson can use to win back a customer who has lost a sale to a competitor? |
| | A) | Visit the prospect and investigate why the sale was lost |
| | B) | Assure the customer that you are ready for future business by acting professionally. |
| | C) | Never be unfriendly to the customer. |
| | D) | Let the customer know that he or she has made a mistake, but that you are willing to forgive them. |
| | E) | Treat the former customer like a prospect and keep calling. |
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9 | |
Kate is a salesperson for a company that sells pet food to retailers. To increase her customers' sales, she should: |
| | A) | not be concerned about shelf space and shelf positioning as long as her products are branded |
| | B) | require every customer to carry every type of product manufactured by her company |
| | C) | explain to the retailer how to sell damaged merchandise |
| | D) | use orphaned customers to augment her accounts |
| | E) | do none of the above |
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10 | |
Jackie sells Armstrong flooring to retailers. She wants to increase her sales. According to the text, what is the first step she should take to help her achieve this objective? |
| | A) | She should make sure that each of her customers is on a preferred payment plan. |
| | B) | She should develop an account penetration program. |
| | C) | She should fight for more floor space to display Armstrong flooring. |
| | D) | She should convince Armstrong to use more mass-communication promotions for Armstrong flooring. |
| | E) | She should encourage Armstrong to develop more new products because the development of new products will automatically increase her customers' order sizes. |
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11 | |
A customer complains that the freezer display unit she purchased is not the size that she specified in the sales contract. The salesperson knows that the display unit meets the agreed-on specifications. As a result, he should: |
| | A) | make a settlement with the customer that the customer views as fair |
| | B) | offer to sell the customer another display case at a reduced rate |
| | C) | tell the customer to contact the Better Business Bureau |
| | D) | try to convince the customer that he is right and the customer is wrong |
| | E) | do any or all of the above |
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12 | |
Zack is an inexperienced salesperson who understands the importance of customer satisfaction. What advice can you give him to ensure that his customers are satisfied with their purchases? |
| | A) | He can offer a refund out of his own pocket if the manufacturer refuses to pay some promised discount. |
| | B) | He can hand deliver every order. |
| | C) | He can make vague promises that provide no specific product information. |
| | D) | He can list all potential areas of customer complaints and use forestalling. |
| | E) | There is really nothing he can do to make sure that his customers are always satisfied with their purchases, but he can handle their purchase complaints fairly. |
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13 | |
Hanson sells Floralware brand vases to flower retailers and wholesalers. One of his customers has just told him that she was double charged for a case of twelve large display vases. What should Hansom do? |
| | A) | Ask the customer to pay the second invoice and to send him notarized copies of both invoices; this will delay the need to deal with the problem. |
| | B) | Express sincere regret for the problem. |
| | C) | Ask the customer if any other companies have ever double charged her. |
| | D) | If the customer is right, turn the case over to his sales supervisor who will hand it over to a corporate ombudsmen. |
| | E) | Classify the customer has a troublemaker and replace the account. |
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14 | |
To be viewed as a professional salesperson and to be respected by your customers and competitors, you should: |
| | A) | be truthful and follow through on what you tell your customers |
| | B) | keep customer information confidential |
| | C) | be active in community affairs and help better your community |
| | D) | never take advantage of a customer by using unfair, high-pressure sales techniques |
| | E) | do all of the above |
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15 | |
Which of the following is NOT one of the seven deadly sins of business selling? |
| | A) | lack of assertiveness |
| | B) | time wasting |
| | C) | poor planning |
| | D) | unlimited optimism |
| | E) | lack of product knowledge |
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2002 McGraw-Hill Higher Education