Question 1

When customers make the effort to complain to a salesperson, they want all of the following EXCEPT:

Accepted Answer

Customers do not want the salesperson to become antagonistic with them when they complain. A friendly and sympathetic reaction while acknowledging their feelings and giving them a chance to tell their story is what customers expect.

Question 2

To avoid trust-destroying conflicts, start with a clear product description.

Accepted Answer

A clear product description helps to establish clear expectations and goals, reducing the chances of misunderstandings and conflicts between parties.

Question 3

Once a customer has committed to a partnership, less work is needed to maintain the relationship.

Accepted Answer

Maintaining a partnership requires ongoing effort and communication to ensure both parties are benefitting and meeting their agreed upon obligations. Ignoring or neglecting the partnership can lead to dissatisfaction and potentially even the termination of the relationship.

Question 4

After building awareness, the next stage of partnership building is:

Accepted Answer

The next stage of partnership building after awareness is exploration. During this stage, both parties begin to openly communicate and discuss potential opportunities for collaboration. This involves sharing information, understanding each other's goals, and identifying areas where the partnership could be mutually beneficial. Through this process of exploration, the partnership can begin to take shape and the groundwork can be laid for future collaboration.

Question 5

Which of the following statements about retaining customers is FALSE?

Accepted Answer

Salespeople often play a significant role in customer retention through relationship building and personalized service.

Question 6

The first thing a salesperson should do in dealing with a customer's complaint is:

Accepted Answer

The answer of The first thing a salesperson should do...

Question 7

Assuming that the business is yours and will always be yours is sales complacency.

Accepted Answer

It is important to never become complacent in sales, even if the business is currently doing well. Market conditions and competition can change, so it is important to always work towards maintaining and growing the business.

Question 8

Which of the following statements is NOT a guideline to use when determining the facts about a customer complaint?

Accepted Answer

Starting an inquiry into the nature of a complaint is not a valid guideline for determining the facts about a customer complaint because it only postpones action and does not necessarily lead to a resolution for the customer. The other choices provide valid guidelines for determining the facts about a customer complaint.

Question 9

Which of the following statements about the value of new and existing customers is true?

Accepted Answer

Many businesspeople do not accurately understand the value of a customer. While adding new customers is important for growth, it is also important to recognize the value of existing customers and to cultivate strong, long-term relationships with them. In many industries, repeat business and customer loyalty can be the key to success.

Question 10

Clark, a fellow salesperson, has become very frustrated by his inability to handle customer complaints. "Frankly, I don't know what to do when a customer starts telling me about a problem," he says. You should advise Clark to:

Accepted Answer

The answer of Clark, a fellow salesperson, has become very...

Question 11

In which stage of the building of a long-term partnership does electronic data interchange (EDI) technology first appear as a useful tool for strengthening the relationship between buyer and seller?

Accepted Answer

The answer of In which stage of the building of...

Question 12

Jason knows his customer has a complaint but does not know what the complaint is. Based on past experience, Jason could anticipate that source of the complaint is any of the following EXCEPT:

Accepted Answer

Based on past experience, it is unlikely that customers would complain that the product is too easy to operate. Therefore, choice D is the correct answer. Choices A, B, C, and E are all possible sources of customer complaints based on past experience.

Question 13

Which of the following statements about complaints is true?

Accepted Answer

The answer of Which of the following statements about complaints...

Question 14

What can Suzie do to help ensure her company, Resource Conservation Technology, and her new client, Paradise Water Gardens, move successfully through the exploration stage of building a relationship?

Accepted Answer

The answer of What can Suzie do to help ensure...

Question 15

Mac's Tire Mart has received its first shipment of tires from the NevaFlat Tire Company. Mac is now testing how well the tires sell, how well NevaFlat responds when he has a question or problem, and how durable the tires are. In what stage of partnership development are Mac and NevaFlat?

Accepted Answer

Mac and NevaFlat are in the exploration stage of partnership development. This is characterized by testing the waters of the partnership and evaluating the compatibility and potential of the partnership.

Question 16

A customer complained that the filtration system on the recirculating parts washer she purchased for petroleum-solvent cleaning is not working. What can the salesperson who sold the washer do to handle the complaint?

Accepted Answer

The answer of A customer complained that the filtration system...

Question 17

Which of the following is a likely reason for a customer complaint?

Accepted Answer

All of the above options are likely reasons for a customer complaint. A salesperson may overpromise and create unrealistic expectations, the terms of the contract may not be met, and the product may perform poorly due to manufacturing defects or design flaws. Additionally, if the customer is not using the product properly or as intended, they may experience problems and complain.

Question 18

Which of the following statements about the order processing is FALSE?

Accepted Answer

Computers have actually made the salesperson's job easier in terms of order processing by automating many of the tasks and providing easier access to information. Therefore, statement B is false.

Question 19

Anton has determined the facts in his customer's complaint. His next step should be to:

Accepted Answer

The answer of Anton has determined the facts in his...

Question 20

Which of the following statements about the follow-up a salesperson does after a sale is true?

Accepted Answer

The follow-up a salesperson does after a sale should reflect the needs of the buying center member being contacted. Each contact within the buying center may have different needs and preferences for communication, and the salesperson should tailor their follow-up accordingly. Personal visits may be necessary for some contacts, while others may prefer phone calls or emails. Personalized notes or emails are also helpful, but form letters may be acceptable in some instances as long as they are customized to address the specific needs of the client. The use of telemarketing facilities may be helpful for some follow-up calls, but personalization is still important.

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