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1 | |
The follow-up step involves maintaining contact with a customer (or prospect) in order to evaluate the effectiveness of the product and the satisfaction of the customer. |
| | A) | True |
| | B) | False |
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2 | |
A business friendship differs significantly from a personal friendship. |
| | A) | True |
| | B) | False |
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3 | |
Building a lasting business friendship do not typically takes a long amount of time. |
| | A) | True |
| | B) | False |
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4 | |
Salespeople can convert follow-up and service situations into sales. |
| | A) | True |
| | B) | False |
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5 | |
Closing is the next to last step of the selling process. |
| | A) | True |
| | B) | False |
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6 | |
If a salesperson learns he has lost a customer to a competitor, he should visit the account as soon as possible and explain to the buyer what a serious mistake she's making. |
| | A) | True |
| | B) | False |
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7 | |
A salesperson who wants to build a caring relationship with a potential key account has analyzed the customers' needs and explained how her product could satisfy those needs. Next, she should: |
| | A) | provide follow-up service. |
| | B) | develop an account penetration program. |
| | C) | gain commitment to buy. |
| | D) | wait for the buyer to close the sale. |
| | E) | look for other needs to analyze. |
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8 | |
As friends become intimate friends, all of the following happen EXCEPT: |
| | A) | containment. |
| | B) | acknowledgement. |
| | C) | self-disclosure. |
| | D) | the sharing of information. |
| | E) | learning to pay attention to each other. |
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9 | |
Rick Lee is one of the last milk deliverymen in the U.S. He delivers milk, eggs, cottage cheese, and orange juice to 200 regular customers weekly. One way that Lee retains his customers is by writing stories that he attaches to the bottom of his monthly bill. Each Christmas he sends his customers an original story. His customers look forward to his stories and feel that his twice weekly deliveries make him part of their extended family. _____ provides the key to Lee's customer retention. |
| | A) | Transaction selling |
| | B) | Partnership selling |
| | C) | Customer relationship marketing |
| | D) | Transformational selling |
| | E) | Benefit marketing |
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10 | |
_____ marketing is the creation of customer loyalty. |
| | A) | Transaction |
| | B) | Coverage |
| | C) | Quality |
| | D) | Transformational |
| | E) | Relationship |
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11 | |
A salesperson should consider _____ when determining how often he or she should call on an account. |
| | A) | present and potential sales to the account |
| | B) | number of new products his or her company will produce during the upcoming year |
| | C) | number of total orders the company expects |
| | D) | the account's mission statement |
| | E) | all of the above |
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12 | |
Anna Chan sells nonperishable items that are sold in pet stores. She works long and hard to convert prospects into customers. After these buyers have bought from her for the first time, what should she NOT do if she wants to ensure they will buy from her in the future? |
| | A) | Show how afraid she is that she will lose the account. |
| | B) | Increase her account penetration. |
| | C) | Contact the account on a regular basis. |
| | D) | Keep her promises. |
| | E) | Provide all possible assistance. |
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13 | |
Addison sells watering and irrigation systems to plant nurseries. 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. Addison also sends birthday cards to each of his customer. Why does Addison 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 Addison to show his appreciation to his customers for their business. |
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14 | |
Xiomey sells medical equipment for treating premature infants to hospitals. When one of her major buyers informed her that he was going to buy twenty new infant ventilator systems from one of her competitors, Xiomey 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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15 | |
Micah is an inexperienced salesperson who understands the importance of customer satisfaction. What advice can you give him to ensure that his customers are always 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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