Question 1

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 2

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

Accepted Answer

This statement is true. Organizations are realizing that providing excellent service quality is a way to stand out from competitors and retain customers.

Question 3

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 4

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 5

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

Accepted Answer

This is a true statement. A moment of truth is any interaction between a customer and a member of the selling organization that can impact the customer's perception of the company or brand. These interactions can occur through various channels, such as in-person interactions, phone calls, emails, and social media interactions. They are critical moments because they can either strengthen or weaken the customer's relationship with the company.

Question 6

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 7

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

Accepted Answer

A salesperson should always maintain professionalism and refrain from showing anger towards a customer, regardless of the customer's behavior.

Question 8

____________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 9

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 10

"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 interactions between a buyer and seller that have the potential to impact the long-term relationship between them. These interactions can either strengthen or weaken the relationship and influence the buyer's future purchase decisions, making them an important factor in building customer loyalty.

Question 11

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 12

Service motivation is an important customer service dimension.

Accepted Answer

Service motivation refers to the desire and commitment of the service provider to serve and satisfy the customer. It is essential for creating a positive service experience and building long-term customer relationships. Therefore, it is indeed an important customer service dimension.

Question 13

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 14

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 15

____________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 16

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 17

______________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 18

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

Accepted Answer

Holding social engagements with customers is actually an ethical way to expand collaborative involvement as it allows for the development of personal relationships and better understanding of each other's needs and perspectives.

Question 19

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

Salespeople should encourage relationships between engineers from the selling organization and individuals in the customer's organization. While it is true that engineers may not have the best understanding of how to sell, they often have a deeper technical understanding of the products or services being sold. Building relationships between technical experts can help establish trust and credibility between the two organizations, leading to more successful sales in the long run.

Question 20

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...

Quiz 9: Expanding Customer Relations

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

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

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

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?

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

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

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

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

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

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

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

Service motivation is an important customer service dimension.

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

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

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

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

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

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

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.

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