Question 1

Once the salesperson and the customer have agreed upon how to resolve the complaint, the salesperson should do what?
A) Make sure the customer has realistic expectations and then implement the solution.
B) Allow the customer to vent.
C) Implement the solution.
D) Get the agreement in writing.
E) Both c and d

Accepted Answer

The answer of Once the salesperson and the customer have...

Question 2

Which of the following is not one of the four benefits of service enthusiasm that allow the sales organization to gain an advantage over its competitors?
A) Service enthusiasm helps the salesperson build a strong reputation
B) Service enthusiasm eliminates customer complaints
C) Service enthusiasm reduces mistakes thereby improving profitability
D) Service enthusiasm helps customers feel more comfortable complaining
E) Service enthusiasm stimulates interest in the selling organization

Accepted Answer

The answer of Which of the following is not one...

Question 3

Which of the following is not one of the questions a salesperson must ask when developing a service strategy?
A) What is our business?
B) Who are our customers?
C) What do we do best?
D) What can we do better?
E) All of the above are questions a salesperson must ask when developing a service strategy.

Accepted Answer

The answer of Which of the following is not one...

Question 4

Ultimately, who is responsible for differentiating a company's products and positioning those products in the minds of its customers?
A) The company's senior management
B) The company's marketing department
C) The company's product managers
D) That company's salespeople
E) None of the above

Accepted Answer

The answer of Ultimately, who is responsible for differentiating a...

Question 5

What should the salesperson do next if the complaining customer proposes a viable way (some action) to resolve the complaint?
A) Allow the customer to vent
B) Follow through with what the customer suggests
C) Offer the customer an alternative resolution
D) Gain the customer's agreement that the action will resolve the complaint
E) All the above

Accepted Answer

The answer of What should the salesperson do next if...

Question 6

Which of the following is not one of the four benefits of service enthusiasm that allow the sales organization to gain an advantage over its competitors?
A) Service enthusiasm helps the salesperson build a strong reputation
B) Service enthusiasm reduces mistakes thereby improving profitability
C) Service enthusiasm helps customers feel more comfortable complaining
D) Service enthusiasm stimulates interest in the selling organization
E) All the above are correct

Accepted Answer

The answer of Which of the following is not one...

Question 7

What should the salesperson do next if the complaining customer proposes a nonviable way (some action) to resolve the complaint?
A) Allow the customer to vent
B) Follow through with what the customer suggests anyway
C) Thank the customer for the suggestion and then offer the customer an alternative resolution
D) Gain the customer's agreement that the action will resolve the complaint
E) All the above

Accepted Answer

Although it is important to allow the customer to vent, and gaining agreement from the customer is ideal, following through with a nonviable proposal will not actually resolve the complaint. Instead, the salesperson should thank the customer for the suggestion and then offer an alternative resolution that addresses the customer's underlying concern. This shows the customer that the salesperson is listening and takes their concerns seriously, while also offering a viable solution.

Question 8

What is the customer service dimension that refers to a salesperson's ability to maintain a positive attitude regardless of how they are treated by customers?
A) Communication
B) Reliability
C) Resilience
D) Motivation
E) Anticipation

Accepted Answer

Resilience refers to a salesperson's ability to maintain a positive attitude even when faced with difficult customers or situations. It is important for a salesperson to not let negative interactions with customers affect their overall attitude and behavior towards them.

Question 9

For many salespeople, the core products that they're selling provide the same features and benefits as those of their competitors. Which of the following statements is true regarding this sort of competitive environment?
A) The best way to build long-term relationships is to offer the lowest price.
B) The best way to build long-term relationships is to offer superior service quality.
C) Competing on price produces customers who are price loyal and, consequently, difficult to keep.
D) This sort of competitive environment is rare.
E) Both b and c are correct.

Accepted Answer

The answer of For many salespeople, the core products that...

Question 10

Which the following is not one of the customer service dimensions?
A) Communication
B) Reliability
C) Resilience
D) Service motivation
E) All the above are customer service dimensions

Accepted Answer

The answer of Which the following is not one of...

Question 11

LaTosha is very good at getting customers to purchase her company's products. However, her customers are usually dissatisfied with the performance of the products even though they perform as well if not better than the competition's products. Which of the following is most likely the problem:
A) LaTosha is setting her customers' expectations too high.
B) LaTosha's customers are hard to satisfy.
C) LaTosha isn't doing a good job of prospecting.
D) LaTosha's company makes inferior products.
E) LaTosha is setting her customers' expectations too low.

Accepted Answer

LaTosha is very good at getting customers to purchase her company's products which indicates her sales skills are good. However, her customers are usually dissatisfied with the performance of the products, which means that their expectations are not being met even though the products perform as well if not better than the competition's products. This suggests that LaTosha is setting her customers' expectations too high.

Question 12

Susan is a sales representative for an industrial chemical company. Over the course of the next few months Susan is going to try to have people from the R&D department visit her customers to see how they use the products. Which of the following explains why Susan is going to all of this trouble?
A) She wants the people from the R&D department to handle complaints.
B) She's making an effort to expand collaborative involvement between her company and her key accounts.
C) She is trying to impress her customers.
D) She is trying to build good will with her customers
E) Both a and c

Accepted Answer

Susan is making an effort to expand collaborative involvement between her company and her key accounts by having people from R&D department visit her customers to see how they use the products. This will help both parties to understand each other's needs and come up with better solutions. The options of A, C and D do not fully explain Susan's objective.

Question 13

When resolving complaints, salespeople often make promises to the customer. Which of the following best reflects what the salesperson should do regarding those promises?
A) The salesperson should strive to over-promise and under-deliver
B) The salesperson should strive to under-promise and over-deliver
C) Follow through on all promises except those that cost the selling organization money
D) Follow through and all promises except those costing more than the profit made from the sale
E) Both b and d are correct

Accepted Answer

Salespeople should strive to under-promise and over-deliver as this will exceed the customer's expectations and increase customer satisfaction. Over-promising and under-delivering will have the opposite effect and result in dissatisfied customers.

Question 14

Anthony is a purchasing agent for a hospital. One day the hospital receives a shipment from of its suppliers with several items are missing. Anthony calls the supplier and talks to a customer service representative who is very friendly and helpful. Anthony calls the supplier again the next day but talks to a different customer service representative. This customer service representative is not as friendly and not as helpful. Which of the following describes the problem the supplier has with customer service?
A) Customer service people are hard to train.
B) The quality of the service provided is inconsistent across customer service agents.
C) The first customers service agent set an unrealistic expectation.
D) The second customer service agent needs more training.
E) None of the above.

Accepted Answer

The issue with the supplier's customer service is the inconsistency of the quality of service provided by different customer service representatives.

Question 15

Tony is a salesperson dealing with a customer complaint. Tony's customer is asking for a resolution Tony knows is nonviable. Tony should:
A) Allow the customer to vent more.
B) Tell the customer no.
C) Thank the customer for the suggestion and then offer an alternative solution.
D) Agree to the resolution even though he knows his company won't be able to follow through on his promise.
E) Tell the customer to think again.

Accepted Answer

While it may feel easier in the moment to simply say "no" or agree to something nonviable, a better approach is to thank the customer for their suggestion and then offer an alternative solution. This shows the customer that their concerns are being taken seriously and that the salesperson is actively trying to find a solution that works for both parties. It also avoids creating false expectations or making promises that cannot be kept.

Question 16

Mathew has called the customer service department of one of his suppliers to make a complaint. The customer service agent acts indifferent to Mathew's problem but agrees to resolve the issue. The customer service agent should have:
A) Not resolved the issue until they had the whole story.
B) Been more empathetic to Mathew's situation.
C) Asked Mathew more questions.
D) Capitulated to Mathew's demands at the start of the conversation.
E) Done none of the above.

Accepted Answer

Although the customer service agent agreed to resolve the issue, their indifference towards Mathew's problem may lead to a dissatisfied customer. Being more empathetic to Mathew's situation could have helped to create a better customer experience and prevent any future issues. Therefore, the customer service agent should have been more empathetic to Mathew's situation.

Question 17

Which of the following statements regarding customer expectations is appropriate for salespeople to remember?
A) Many relationships fail due to unmet expectations
B) The higher the customer's expectations, the better, provided the seller can meet or exceed those expectations
C) Salespeople must be able to manage their customers' expectations
D) Customer dissatisfaction is often the result of unmet expectations
E) All of the above are correct
5

Accepted Answer

All of the statements are correct and important for salespeople to remember. Understanding and managing customer expectations is key to building and maintaining successful customer relationships. Unmet expectations can lead to dissatisfaction and damage to the relationship. It's important for salespeople to understand the customer's desired outcomes and manage their expectations throughout the sales process.

Question 18

What is the most important customer service dimension?
A) Communication
B) Reliability
C) Resilience
D) Motivation
E) Anticipation

Accepted Answer

The answer of What is the most important customer service...

Question 19

Which of the following is not one of the expectations customers have when dealing with customer service personnel?
A) Assurance
B) Empathy
C) Capitulation
D) Resolution of complaints
E) All the above

Accepted Answer

Customers do not expect capitulation from customer service personnel. Rather, they expect the personnel to listen to their complaints and provide a resolution while showing empathy and assurance.

Question 20

What is the customer service dimension that refers to a salesperson's desire to work with and properly service customers on a daily basis?
A) Communication
B) Reliability
C) Resilience
D) Service motivation
E) Anticipation

Accepted Answer

Service motivation refers to a salesperson's desire and willingness to work with and properly service customers on a daily basis, going above and beyond to provide exceptional customer service.

Quiz 9: Expanding Customer Relations

Once the salesperson and the customer have agreed upon how to resolve the complaint, the salesperson should do what?

Which of the following is not one of the four benefits of service enthusiasm that allow the sales organization to gain an advantage over its competitors?

Which of the following is not one of the questions a salesperson must ask when developing a service strategy?

Ultimately, who is responsible for differentiating a company's products and positioning those products in the minds of its customers?

What should the salesperson do next if the complaining customer proposes a viable way (some action) to resolve the complaint?

Which of the following is not one of the four benefits of service enthusiasm that allow the sales organization to gain an advantage over its competitors?

What should the salesperson do next if the complaining customer proposes a nonviable way (some action) to resolve the complaint?

What is the customer service dimension that refers to a salesperson's ability to maintain a positive attitude regardless of how they are treated by customers?

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

Which the following is not one of the customer service dimensions?

LaTosha is very good at getting customers to purchase her company's products. However, her customers are usually dissatisfied with the performance of the products even though they perform as well if not better than the competition's products. Which of the following is most likely the problem:

Susan is a sales representative for an industrial chemical company. Over the course of the next few months Susan is going to try to have people from the R&D department visit her customers to see how they use the products. Which of the following explains why Susan is going to all of this trouble?

When resolving complaints, salespeople often make promises to the customer. Which of the following best reflects what the salesperson should do regarding those promises?

Tony is a salesperson dealing with a customer complaint. Tony's customer is asking for a resolution Tony knows is nonviable. Tony should:

Mathew has called the customer service department of one of his suppliers to make a complaint. The customer service agent acts indifferent to Mathew's problem but agrees to resolve the issue. The customer service agent should have:

Which of the following statements regarding customer expectations is appropriate for salespeople to remember?

What is the most important customer service dimension?

Which of the following is not one of the expectations customers have when dealing with customer service personnel?

What is the customer service dimension that refers to a salesperson's desire to work with and properly service customers on a daily basis?