Question 1

Resilience and shrewdness are important characteristics for salespeople to have when dealing with customer complaints.

Accepted Answer

The answer of Resilience and shrewdness are important characteristics for...

Question 2

____________refers to the salesperson's ability to maintain contact with multiple individuals in the buying organization influencing purchase.

Accepted Answer

The answer of ____________refers to the salesperson's ability to maintain...

Question 3

Each time a customer interacts with a member of the selling organization it is referred to as a moment of truth.

Accepted Answer

A moment of truth is when a customer interacts with a member of the selling organization, and it is a critical point in the customer's overall experience with the organization.

Question 4

Resilience and shrewdness are important characteristics for salespeople to have when dealing with customer complaints.

Accepted Answer

The answer of Resilience and shrewdness are important characteristics for...

Question 5

The salesperson attempting to maximize the number of critical encounters with buyers in order to encourage effective dialogue is pursuing _______________, one of the four sequential components of effective follow-up?

Accepted Answer

The answer of The salesperson attempting to maximize the number...

Question 6

______________refers to the process of converting new customers into lifetime customers by continually adding value to the product.

Accepted Answer

The answer of ______________refers to the process of converting new...

Question 7

One of the relationship enhancers discussed in the text is for the salesperson to contact customers on a _____________ basis.

Accepted Answer

The answer of One of the relationship enhancers discussed in...

Question 8

The four sequential components of effective follow-up include __________, Connect, Know, and Relate.

Accepted Answer

The answer of The four sequential components of effective follow-up...

Question 9

The four sequential components of effective follow-up include _____________, _____________, _____________, and Relate.

Accepted Answer

The answer of The four sequential components of effective follow-up...

Question 10

One of the relationship detractors discussed in the text is for the salesperson to focus on the _____-_____ as opposed to the long-term.

Accepted Answer

The answer of One of the relationship detractors discussed in...

Question 11

"Moments of truth" are important, but do not have any long-term impact on the relationship between the buyer and the seller.

Accepted Answer

Moments of truth refer to critical moments in the customer's interaction with a company or product that have a lasting impact on their perception of the brand or their loyalty to it. These moments can make or break a long-term relationship between the buyer and the seller.

Question 12

Service motivation is an important customer service dimension.

Accepted Answer

Service motivation refers to the willingness and enthusiasm of the customer service representative to serve the customer's needs. It is a crucial dimension of customer service as it leads to greater customer satisfaction and loyalty.

Question 13

Superior service quality is becoming an increasingly popular strategy for differentiation among many organizations.

Accepted Answer

Superior service quality is indeed a popular strategy for many organizations to differentiate themselves from their competitors. This is because customers today value excellent customer service and a positive customer experience just as much, if not more than the actual product or service being offered. Therefore, providing better service quality can help an organization stand out and attract and retain customers.

Question 14

____________refers to the process of improving a product or service for the customer.

Accepted Answer

The answer of ____________refers to the process of improving a...

Question 15

One of the relationship enhancers discussed in the text is for the salesperson to ________ ________ for problems.

Accepted Answer

The answer of One of the relationship enhancers discussed in...

Question 16

Holding social engagements with customers is an unethical way to expand collaborative involvement.

Accepted Answer

Holding social engagements with customers is a legitimate way to build relationships and increase collaborative involvement, as long as it is done in a respectful and transparent manner. It can help to enhance customer loyalty and engagement, and foster open communication and mutual understanding between businesses and their customers. However, it is important to avoid any practices that may compromise the privacy, autonomy, or dignity of customers, or that may create conflicts of interest or unfair advantages for the business.

Question 17

The four sequential components of effective follow-up include Interact, _____________, Know, and Relate.

Accepted Answer

The answer of The four sequential components of effective follow-up...

Question 18

Salespeople should be careful not to encourage relationships between engineers from the selling organization and individuals in the customer's organization because engineers don't understand how to sell.

Accepted Answer

Building relationships between engineers from the selling organization and individuals in the customer's organization can be beneficial for both parties. However, it is important to ensure that the engineers understand the sales process and know how to effectively communicate the value proposition of their company's products or services. It is not fair to generalize that all engineers do not know how to sell.

Question 19

One of the relationship detractors discussed in the text is for the salesperson to _____-promise and under-deliver.

Accepted Answer

The answer of One of the relationship detractors discussed in...

Question 20

A salesperson should refrain from showing anger toward a customer unless the customer displays anger first.

Accepted Answer

The answer of A salesperson should refrain from showing anger...

Quiz 9: Expanding Customer Relations

Resilience and shrewdness are important characteristics for salespeople to have when dealing with customer complaints.

____________refers to the salesperson's ability to maintain contact with multiple individuals in the buying organization influencing purchase.

Each time a customer interacts with a member of the selling organization it is referred to as a moment of truth.

Resilience and shrewdness are important characteristics for salespeople to have when dealing with customer complaints.

The salesperson attempting to maximize the number of critical encounters with buyers in order to encourage effective dialogue is pursuing _______________, one of the four sequential components of effective follow-up?

______________refers to the process of converting new customers into lifetime customers by continually adding value to the product.

One of the relationship enhancers discussed in the text is for the salesperson to contact customers on a _____________ basis.

The four sequential components of effective follow-up include __________, Connect, Know, and Relate.

The four sequential components of effective follow-up include _______, _, _______, and Relate.

One of the relationship detractors discussed in the text is for the salesperson to focus on the _-_ as opposed to the long-term.

"Moments of truth" are important, but do not have any long-term impact on the relationship between the buyer and the seller.

Service motivation is an important customer service dimension.

Superior service quality is becoming an increasingly popular strategy for differentiation among many organizations.

____________refers to the process of improving a product or service for the customer.

One of the relationship enhancers discussed in the text is for the salesperson to for problems.

Holding social engagements with customers is an unethical way to expand collaborative involvement.

The four sequential components of effective follow-up include Interact, _____________, Know, and Relate.

Salespeople should be careful not to encourage relationships between engineers from the selling organization and individuals in the customer's organization because engineers don't understand how to sell.

One of the relationship detractors discussed in the text is for the salesperson to _____-promise and under-deliver.

A salesperson should refrain from showing anger toward a customer unless the customer displays anger first.