Question 1

Which of the following statements is true of service enthusiasm?
A) It helps build reputation.
B) It is a core component of the traditional sales process.
C) It helps minimize critical encounters with customers.
D) It does not help generate profits.
E) It does not require a service-minded corporate culture.

Accepted Answer

Service enthusiasm helps build a positive reputation for a company by ensuring that customers have a satisfying experience, which can lead to repeat business and positive word-of-mouth.

Question 2

Laila is very good at persuading customers to purchase her company's products by telling them that the products are the best in the world. Her promises are usually exaggerated. Though the company is known to consistently manufacture products of good quality, her customers usually feel let down with the performance of the products. In the given scenario, which of the following is most likely the reason why Laila's customers feel let down?
A) Laila sets unrealistic expectations.
B) Laila's customers are used to products of better quality.
C) Laila's company does not provide good after-sales support.
D) Laila has critical encounters with her customers.
E) Laila's customers do not know how to use the products correctly.

Accepted Answer

Laila sets unrealistic expectations by exaggerating the capabilities of her company's products, leading to disappointment when the products do not meet these exaggerated claims.

Question 3

In the context of service enthusiasm, reputations:
A) are key to the traditional sales process.
B) help minimize critical encounters with customers.
C) can be destroyed by a single negative event.
D) do not take long to establish.
E) do not help salespeople distinguish themselves from the competition.

Accepted Answer

Reputations can be fragile and a single negative event can significantly damage a company's or individual's reputation, especially in the context of service enthusiasm where customer perceptions are crucial.

Question 4

In the context of service enthusiasm, which of the following statements is true of reputation?
A) It helps an organization attract and keep new customers.
B) It does not provide a competitive edge.
C) It is a core component of the traditional sales process.
D) It helps minimize critical encounters with customers.
E) It does not require a service-minded corporate culture.

Accepted Answer

Reputation helps an organization attract and keep new customers by building trust and credibility, which are essential for customer retention and acquisition.

Question 5

In markets where it is difficult to differentiate the core products, more and more companies are turning to _____ as a strategy to acquire and maintain customers.
A) mass marketing
B) traditional selling
C) field sales
D) service quality
E) cold canvassing

Accepted Answer

In markets where core products are similar and hard to differentiate, companies often focus on improving service quality as a strategy to attract and retain customers. This is because enhanced service quality can provide a competitive edge and create a more satisfying customer experience, making it a key differentiator.

Question 6

Glenn is a salesperson for a wine distributor. One of his customers stated that she is unhappy because her last order was not delivered on time and contained several broken bottles. After listening carefully to get the whole story and taking responsibility for the problem, Glenn should:
A) offer the customer a discount on her next order.
B) ask the customer to call the after-sales support.
C) ask the customer how she would like the issue to be resolved.
D) avoid any further critical encounters with the customer.
E) tell the customer to write a review on the company's social media page.

Accepted Answer

Asking the customer how she would like the issue to be resolved shows that Glenn is taking the customer's concerns seriously and is willing to work towards a solution that satisfies her.

Question 7

Customers often know the strengths and weaknesses of the product they use and can provide some insight into how improvements can be made. This insight can be used to:
A) expand the supply chain of the buying organization.
B) increase service resilience.
C) implement the practices of traditional selling.
D) expand the collaborative involvement between the buying and selling organizations.
E) minimize critical encounters between the buying and selling organizations.

Accepted Answer

Customer insights can help in expanding collaborative involvement by providing valuable feedback that can be used to improve products and services, fostering a stronger partnership between buying and selling organizations.

Question 8

Which of the following is likely to help an organization expand collaborative involvement?
A) Hosting training sessions with customers
B) Minimizing critical encounters with customers
C) Developing service resilience
D) Applying the practices of traditional selling
E) Using cold canvassing for customer prospecting

Accepted Answer

Hosting training sessions with customers can help an organization expand collaborative involvement by engaging customers directly, fostering a sense of partnership, and encouraging active participation in the organization's processes.

Question 9

A salesperson is likely to enhance customer value if he or she:
A) applies the practices of traditional selling.
B) uses cold canvassing for customer prospecting.
C) minimizes critical encounters with customers.
D) asks customers to refer them to other buyers.
E) defends customers who are criticized.

Accepted Answer

The answer of A salesperson is likely to enhance customer...

Question 10

Service enthusiasm:
A) does not help an organization generate profits.
B) helps put customers' convenience first.
C) helps minimize critical encounters with customers.
D) is a core component of the traditional sales process.
E) does not require a service-minded corporate culture.

Accepted Answer

Service enthusiasm helps put customers' convenience first by prioritizing their needs and ensuring a positive experience, which can lead to customer satisfaction and loyalty.

Question 11

Identify a true statement about service enthusiasm.
A) It helps an organization make the profit that it needs to stay in business.
B) It is a core component of the traditional sales process.
C) It helps minimize critical encounters with customers.
D) It does not help generate profits.
E) It does not require a service-minded corporate culture.

Accepted Answer

Service enthusiasm can significantly contribute to an organization's profitability by enhancing customer satisfaction and loyalty, which in turn can lead to repeat business and positive word-of-mouth, both of which are crucial for a company's financial success.

Question 12

In the context of service enthusiasm, reputation:
A) does not require a service-minded corporate culture.
B) does not provide a competitive edge.
C) is a core component of the traditional sales process.
D) helps minimize critical encounters with customers.
E) allows a salesperson to distinguish himself or herself from the competition.

Accepted Answer

Reputation allows a salesperson to stand out from competitors by showcasing their reliability and quality of service, which can enhance customer trust and loyalty.

Question 13

For many salespeople, the core products that they sell provide the same features and benefits as those of their competitors. Which of the following statements is true of this kind of competitive environment?
A) The best way to build long-term customer relationships is to offer the lowest price.
B) Salespeople need to exceed customer expectations and not just meet them.
C) The best way to acquire and maintain customers is by using traditional selling methods.
D) The quality of customer service does not distinguish one salesperson from another.
E) Once a customer becomes loyal, salespeople need not focus on service quality.

Accepted Answer

In a competitive environment where products offer similar features and benefits, exceeding customer expectations is crucial for differentiation and building long-term relationships. This approach helps in standing out from competitors and fosters loyalty among customers.

Question 14

In the context of service enthusiasm, identify a true statement about reputation.
A) It does not require a service-minded corporate culture.
B) It is a core component of the traditional sales process.
C) It helps minimize critical encounters with customers.
D) It takes a long time to establish.
E) It is not enough to distinguish a salesperson from the competition.

Accepted Answer

Reputation takes a long time to establish because it is built over time through consistent actions, experiences, and perceptions.

Question 15

_____ is likely to enhance customer value.
A) Using cold canvassing for customer prospecting
B) Recommending customers for awards or news stories
C) Asking customers to refer them to other buyers
D) Applying the practices of traditional selling
E) Minimizing critical encounters with customers

Accepted Answer

Recommending customers for awards or news stories can enhance customer value by recognizing and appreciating their business, potentially leading to increased loyalty and positive word-of-mouth.

Question 16

In the context of providing quality customer service, _____ refer to brief periods of time when a customer comes into contact with a salesperson, the training staff, installers, field engineers, or service personnel and has an opportunity to form an impression.
A) close encounters
B) watershed moments
C) innovation meetings
D) forecast periods
E) moments of truth

Accepted Answer

The answer of In the context of providing quality customer...

Question 17

Identify an action that is likely to help salespeople enhance customer value.
A) Using cold canvassing for customer prospecting
B) Offering advice for improving customers' operations
C) Asking customers to refer them to other buyers
D) Applying the practices of traditional selling
E) Minimizing critical encounters with customers

Accepted Answer

Offering advice for improving customers' operations directly contributes to enhancing customer value by providing solutions that can improve efficiency, reduce costs, or otherwise benefit the customer's business. This approach focuses on creating value for the customer, which is a key aspect of modern sales strategies.

Question 18

Jane is a salesperson for a company that manufactures laptop computers. One of her customers left her a message indicating that he is unhappy with an order he received. In the context of ensuring customer satisfaction, what is the first thing Jane needs to do to resolve the customer's complaint?
A) Jane should ask the customer what he would like her to do.
B) Jane should ask the customer to explain the problem and listen carefully to get the whole story.
C) Jane should offer the customer a discount on his next order.
D) Jane should inform the customer that she will not charge him for the order.
E) Jane should tell the customer what she can and cannot do and gain agreement on a solution.

Accepted Answer

Jane should first ask the customer to explain the problem and listen carefully to get the whole story. This approach ensures she fully understands the issue before attempting to resolve it.

Question 19

Which of the following is likely to help salespeople enhance customer value?
A) Using cold canvassing for customer prospecting
B) Keeping in touch with customers to pass along information
C) Asking customers to refer them to other buyers
D) Applying the practices of traditional selling
E) Minimizing critical encounters with customers

Accepted Answer

Keeping in touch with customers to pass along information helps in enhancing customer value by building relationships, providing tailored information, and demonstrating ongoing support and commitment.

Question 20

Mel is a salesperson for a technology services company. He wants to expand collaborative involvement between his company and his buyer's company. Which of the following activities is most likely to help Mel achieve his goal?
A) Practicing the hard sell
B) Getting engineers from his company and the buyer's company to work together
C) Using cold canvassing to get referrals from the buyer
D) Applying the practices of the traditional sales process
E) Minimizing the number of critical encounters with the buyer's company

Accepted Answer

Getting engineers from both companies to work together fosters a collaborative environment, encouraging teamwork and shared goals, which is conducive to expanding collaborative involvement.

Quiz 9: Expanding Customer Relationships

Which of the following statements is true of service enthusiasm?

In the context of service enthusiasm, reputations:

In the context of service enthusiasm, which of the following statements is true of reputation?

In markets where it is difficult to differentiate the core products, more and more companies are turning to _____ as a strategy to acquire and maintain customers.

Glenn is a salesperson for a wine distributor. One of his customers stated that she is unhappy because her last order was not delivered on time and contained several broken bottles. After listening carefully to get the whole story and taking responsibility for the problem, Glenn should:

Customers often know the strengths and weaknesses of the product they use and can provide some insight into how improvements can be made. This insight can be used to:

Which of the following is likely to help an organization expand collaborative involvement?

A salesperson is likely to enhance customer value if he or she:

Service enthusiasm:

Identify a true statement about service enthusiasm.

In the context of service enthusiasm, reputation:

For many salespeople, the core products that they sell provide the same features and benefits as those of their competitors. Which of the following statements is true of this kind of competitive environment?

In the context of service enthusiasm, identify a true statement about reputation.

_____ is likely to enhance customer value.

In the context of providing quality customer service, _____ refer to brief periods of time when a customer comes into contact with a salesperson, the training staff, installers, field engineers, or service personnel and has an opportunity to form an impression.

Identify an action that is likely to help salespeople enhance customer value.

Jane is a salesperson for a company that manufactures laptop computers. One of her customers left her a message indicating that he is unhappy with an order he received. In the context of ensuring customer satisfaction, what is the first thing Jane needs to do to resolve the customer's complaint?

Which of the following is likely to help salespeople enhance customer value?

Mel is a salesperson for a technology services company. He wants to expand collaborative involvement between his company and his buyer's company. Which of the following activities is most likely to help Mel achieve his goal?