Question 1

One of the things that makes cross-selling easier than getting an initial sale is that trust already exists between the two parties.

Accepted Answer

Cross-selling generally occurs when a customer has already purchased a product or service from a company and has a level of trust with the company. This trust makes it easier to suggest additional products or services that may be relevant to the customer's needs.

Question 2

Like any type of salesperson, an advertising salesperson should disagree with her customer whenever the customer is wrong while handling his complaint.

Accepted Answer

It is important for an advertising salesperson to listen to and understand their customer's complaints before responding. Disagreeing with the customer immediately can make the situation worse and damage the relationship. Instead, the salesperson should empathize with the customer and try to find a solution that satisfies both parties.

Question 3

To have the greatest impact, salespeople should wait until the user has trouble with the product before pointing out remedies.

Accepted Answer

Salespeople should be proactive in addressing potential issues and providing solutions before the user experiences any trouble with the product. This builds trust with the customer and demonstrates the salesperson's expertise and commitment to customer satisfaction. Waiting until a problem arises may damage the customer's perception of the product and the salesperson's credibility.

Question 4

To achieve increasing revenue in an account over time, the salesperson acts as a change agent.

Accepted Answer

The salesperson must continuously reassess the customers' needs, develop and implement new solutions, and ensure customer satisfaction to achieve increasing revenue in an account over time. This requires acting as a change agent to drive growth and build a strong relationship with the customer.

Question 5

The first thing a salesperson should do when a customer complains is to encourage the customer to tell their story.

Accepted Answer

Encouraging the customer to tell their story can help the salesperson understand the issue more clearly and show the customer that their concerns are being heard and taken seriously.

Question 6

To a large degree, customers base their initial expectations on sales presentations.

Accepted Answer

Sales presentations are often the first point of contact between a customer and a business, so they can greatly influence the customer's expectations. The presentation can shape the customer's perception of the product or service being offered, as well as the company's overall brand and image. Therefore, it is important for sales representatives to effectively communicate the benefits and features of the product or service in order to set appropriate expectations for the customer.

Question 7

In general the faster and broader the change, the more likely it will meet with resistance.

Accepted Answer

This is because people tend to be comfortable with what they know and any sudden or significant changes can disrupt their sense of security or stability. They may also fear the unknown or feel a loss of control, which can lead to resistance.

Question 8

Assuming the proper expectations were set, customers can be disappointed when the product performs poorly, is used improperly, or the terms of the contract are not met.
Weitz - Chapter 14 #9

Accepted Answer

Customers can still be disappointed even if proper expectations were set if there are other factors that contribute to their dissatisfaction.

Question 9

Champions are internal experts who provide testimonials to influence purchase decisions within organizations.
Weitz - Chapter 14 #20

Accepted Answer

The definition of champions in this context is accurate and true.

Question 10

Upgrading, full-line selling and cross-selling are sales strategies that work best with existing customers.

Accepted Answer

These sales strategies are most effective with existing customers who already trust and have experience with the brand or company. It is easier to sell to someone who already has a positive relationship with the business.

Question 11

The first follow-up should be either made by telephone or mail; nothing of importance can be accomplished by an expensive personal visit.

Accepted Answer

The answer of The first follow-up should be either made...

Question 12

Salespeople should spend more of their time trying to add to their customer base than taking care of existing customers.

Accepted Answer

While it is important to acquire new customers, it is also crucial to retain existing customers and provide them with excellent customer service to ensure repeat business and positive word-of-mouth referrals. A balance between the two is necessary for a successful sales strategy.

Question 13

Studies continually show buyers are displeased with most salespeople's after-sale activities.

Accepted Answer

Many studies have shown that buyers are dissatisfied with the after-sale activities of salespeople, such as poor communication, lack of follow-up, and failure to address issues that arose after the sale.

Question 14

The best way to begin a sales relationship is for each party to be aware of what the other expects.

Accepted Answer

Being aware of each other's expectations helps to establish a clear understanding and build trust, which is crucial for a successful sales relationship.

Question 15

Getting customers to use a higher quality or newer version of a product is called upper crusting.

Accepted Answer

The correct term for getting customers to use a higher quality or newer version of a product is upselling, not upper crusting.

Question 16

It is up to the salesperson to change his or her company's corporate culture to secure a partnership with an important client firm.

Accepted Answer

While a salesperson can certainly influence their company's culture, changing the entire corporate culture is a task beyond the scope of any one individual. It takes a concerted effort from leadership and all employees to shift a company's culture.

Question 17

A good way for NevaFlat Tire Company to impress the purchasing executives at GM's Saturn plant with their ability as a dependable supplier is to deliver the 10,000 tires GM ordered two weeks early.

Accepted Answer

The answer of A good way for NevaFlat Tire Company...

Question 18

The majority of customers do not openly discuss their concerns when they are dissatisfied.

Accepted Answer

Studies have shown that the majority of dissatisfied customers do not voice their concerns to the company or business. They either choose to abandon the business or complain about it to their friends and family. This is why it is important for businesses to actively seek feedback from their customers and address any issues that arise.

Question 19

Companies that spend time and resources attempting to retain customers tend to be more profitable than those, which do not spend their resources in this manner.

Accepted Answer

Retaining customers leads to repeat business and positive word-of-mouth, which can result in more revenue and lower customer acquisition costs. Therefore, companies that invest in customer retention strategies tend to be more profitable in the long run.

Question 20

When the buyer-seller relationship has reached the commitment stage, it is essential that the relationship be formalized through a contract.

Accepted Answer

The answer of When the buyer-seller relationship has reached the...

Quiz 14: After the Sale: Building Long-Term Partnerships