Question 1

Which of the following methods of post-sale follow-up is probably most effective?
A) A personal visit
B) Phone call
C) E-mail
D) Handwritten note
E) Both a and b are correct

Accepted Answer

A personal visit and a phone call are both effective methods of post-sale follow-up because they allow for a more personal interaction between the salesperson and the customer. This can help to build rapport and trust, and can also provide an opportunity for the salesperson to address any questions or concerns that the customer may have.

Question 2

Which of the following is accurate regarding the impact of technology on customer relationship management?
A) Buyers can place orders without the salesperson's involvement.
B) Buyers may have continuous real-time access to the selling organization.
C) Salespeople are more readily able to analyze customer information.
D) Salespeople have more timely, and perhaps expanded, access to their companies records and interactions (e.g., customer service, order fulfillment, etc.) concerning their customers.
E) All of the above are accurate.

Accepted Answer

All of the options provided are accurate regarding the impact of technology on customer relationship management. With online ordering systems and customer portals, buyers can place orders without needing a salesperson's involvement. Real-time access to the selling organization can be made available through live chat, social media, and other communication channels. Salespeople can leverage CRM tools to analyze customer data and gain insights, which can inform their sales strategies. With technology, salespeople can have access to customer records and interactions in real-time, allowing them to respond more quickly to customer inquiries and address concerns.

Question 3

Which of the following is not one of the recommended partnership enhancement activities?
A) Train customer personnel
B) Resolve complaints
C) Follow-up daily
D) Correct billing errors
E) Expedite orders

Accepted Answer

C

Question 4

Ethan is a salesperson for an industrial equipment manufacturer. Once a prospect becomes a new customer, Ethan looks for ways to improve the products and services his company provides the new customer in order to convert him/her into a loyal customer. In other words, Ethan looks for ways to:
A) Sell more
B) Add value
C) Keep up-to-date
D) Stay competitive
E) Both A and C are correct.

Accepted Answer

Ethan is focusing on adding value to the products and services his company provides in order to convert new customers into loyal customers. This strategy is aimed at building long-term relationships with customers, rather than simply increasing sales or staying competitive.

Question 5

Which of the following components of effective follow-up reflects a salesperson's ability to apply relevant understanding and insight to create value-added interactions?
A) Interact
B) Connect
C) Know
D) Relate
E) Encourage

Accepted Answer

The answer of Which of the following components of effective...

Question 6

Natalie is a salesperson for an office supply company. Which of the following activities is appropriate for Natalie to engage in if she is interested in converting her customers into highly committed lifetime customers?
A) Handle complaints in a timely manner
B) Add value
C) Process requests for rush deliveries willingly
D) Cut the price as often as possible
E) A, B, and C are correct.

Accepted Answer

All of the choices A, B, and C are correct. Handling complaints effectively and efficiently, adding value to customer interactions, and being willing to process requests for rush deliveries are all actions that can help build customer loyalty and turn customers into highly committed lifetime customers. Cutting prices as often as possible, on the other hand, may bring short-term benefits but can ultimately lead to lower profit margins and less loyal customers.

Question 7

Suppose you're a salesperson for an industrial machine manufacturer.How can you demonstrate to your customers your commitment to building mutually satisfying long-term relationships?
A) When they place an order, be sure to show sincere gratitude and then assure the customer that you'll be back when it's time for them to make another purchase.
B) Avoid calling on the customers unless you have something you think they'd be interested in purchasing.
C) Follow-up with your customers on a regular basis and be especially attentive after they've placed an order.
D) Avoid talking with anybody else in the organization other than the buyer.
E) All the above are correct.

Accepted Answer

Following up with customers on a regular basis and being attentive after they've placed an order is a clear demonstration of commitment to building a mutually satisfying long-term relationship. Option A is also a good choice as showing sincere gratitude and assuring the customer of your intention to return for future purchases can help build trust. Options B and D are not good choices as they show a lack of interest in the customer and their needs. Option E is not correct as it includes options that are not effective in building long-term relationships.

Question 8

Scott is a salesperson who works to maximize the number of critical encounters with his customers in order to encourage effective dialogue. Which of the four sequential components of effective follow-up is Scott utilizing?
A) Interact
B) Connect
C) Understand
D) Relate
E) Encourage

Accepted Answer

Scott is utilizing the "Interact" component, which involves engaging with customers to foster meaningful conversations and build relationships.

Question 9

Why is it important to assess customer satisfaction?
A) Doing so helps build customer trust
B) Doing so provided competitive information
C) It isn't important as long as the company is profitable
D) Assessing satisfaction is a ploy used to begin the next sales cycle
E) Both A and C are correct.

Accepted Answer

Assessing customer satisfaction helps build trust with customers, which in turn can lead to increased loyalty and repeat business. This ultimately can lead to higher profits, making it indirectly important for a company's success. However, just being profitable does not necessarily mean that customers are satisfied.

Question 10

Which of the following is not a relationship-enhancement activity?
A) Remembering the customer after the sale
B) Correcting billing errors
C) Encouraging complaints
D) Expediting orders
E) All of the above are relationship-enhancement activities

Accepted Answer

Encouraging complaints may not necessarily enhance the relationship, as customers may only complain when they are dissatisfied with a product or service. However, addressing complaints and resolving issues can be a relationship-enhancement activity. The other options (A, B, and D) are all examples of activities that can enhance the customer relationship.

Question 11

Which of the following components of effective follow-up reflects a salesperson's ability to develop insight regarding the buyer's changing situation, needs, and expectations?
A) Interact
B) Connect
C) Know
D) Relate
E) Encourage

Accepted Answer

"Know" refers to a salesperson's ability to develop insight regarding the buyer's changing situation, needs, and expectations through active listening and asking probing questions. Interact refers to the salesperson's ability to engage the buyer in conversation, Connect refers to building a relationship with the buyer, Relate refers to demonstrating empathy and understanding, and Encourage refers to motivating the buyer to take action.

Question 12

Which of the following components of effective follow-up reflects a salesperson's actions that maximize the number of critical encounters with buyers in order to encourage effective dialogue?
A) Interact
B) Connect
C) Know
D) Relate
E) Encourage

Accepted Answer

The "Interact" component involves the salesperson's actions to engage with buyers frequently, maximizing critical encounters to foster effective dialogue and relationship building.

Question 13

Kim is a salesperson who is able to use her knowledge of her customers and their industries to create value-added interactions and generate meaningful relationships between her and her customers. Which of the four sequential components of effective follow-up is Kim utilizing?
A) Interact
B) Connect
C) Understand
D) Relate
E) Encourage

Accepted Answer

The answer of Kim is a salesperson who is able...

Question 14

Grace is a salesperson who strives to build relationships with multiple individuals in her customers' organizations.Which of the four sequential components of effective follow-up is Grace utilizing?
A) Interact
B) Connect
C) Know
D) Relate
E) Encourage

Accepted Answer

Grace is utilizing the "Connect" component, which involves building relationships with multiple individuals in the customer's organization.

Question 15

Which of the following is not one of the ways salespeople can convert new customers into highly committed lifetime customers?
A) Building goodwill by continually adding value to the product or service through appropriate follow-up.
B) Handling complaints in a timely and thoughtful manner.
C) Processing requests for rush deliveries willingly and assuring the customer that the salesperson will do everything possible to make that request happen.
D) Make sure to discount the price of the product as much as possible without realizing and net loss.
E) All of the above are correct.

Accepted Answer

Discounting the price of the product as much as possible without realizing a net loss may not necessarily be a sustainable way to rely on converting new customers into highly committed lifetime customers. The other options (A, B, and C) all propose ways to build a positive relationship with the customer and exceed their expectations, leading to their loyalty and long-term commitment to the brand.

Question 16

Adding value refers to the process of:
A) Increasing the price
B) Increasing revenue
C) Improving a product or service for the customer
D) Doing more with less
E) Obtaining competitive information

Accepted Answer

Adding value typically involves improving a product or service for the customer, making it more desirable or beneficial in some way. This can lead to increased revenue and higher prices, but the ultimate goal is to provide more value to the customer. Doing more with less may involve efficiency improvements or cost cutting measures, but does not necessarily involve adding value for the customer. Obtaining competitive information is a separate activity that can inform a company's strategy, but is not directly related to adding value.

Question 17

Which of the following is not a relationship-enhancement activity?
A) Remembering the customer after the sale
B) Correcting billing errors
C) Resolving Complaints
D) Expediting orders
E) All of the above are relationship-enhancement activities

Accepted Answer

All the listed activities are considered relationship-enhancement activities as they contribute to maintaining and improving the relationship with the customer.

Question 18

CRM is an acronym for:
A) Customer Relationship Maker
B) Consumer Relationship Maker
C) Customer Relations Manager
D) Customer Relations Management
E) Customer Relationship Management

Accepted Answer

CRM is short for Customer Relationship Management. It refers to the strategies, tools, and technologies used by companies to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving business relationships with customers, assisting in customer retention, and driving sales growth.

Question 19

Which of the following is not one of the specific components of effective follow-up?
A) Interact
B) Connect
C) Know
D) Relate
E) Encourage

Accepted Answer

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

Question 20

Which of the following components of effective follow-up reflects a salesperson's actions that create and maintain contact with influential (related to the purchasing decision)people in the buying organization.
A) Interact
B) Connect
C) Know
D) Relate
E) Encourage

Accepted Answer

Connecting with influential people in the buying organization is a key component of effective follow-up. It allows salespeople to maintain a relationship with these individuals, keep them updated on the progress of the sale, and ultimately increase the likelihood of a successful sale. Choices A, C, D, and E are also important components of effective follow-up, but they do not specifically relate to maintaining contact with influential people in the buying organization.

Quiz 9: Expanding Customer Relations

Which of the following methods of post-sale follow-up is probably most effective?

Which of the following is accurate regarding the impact of technology on customer relationship management?

Which of the following is not one of the recommended partnership enhancement activities?

Ethan is a salesperson for an industrial equipment manufacturer. Once a prospect becomes a new customer, Ethan looks for ways to improve the products and services his company provides the new customer in order to convert him/her into a loyal customer. In other words, Ethan looks for ways to:

Which of the following components of effective follow-up reflects a salesperson's ability to apply relevant understanding and insight to create value-added interactions?

Natalie is a salesperson for an office supply company. Which of the following activities is appropriate for Natalie to engage in if she is interested in converting her customers into highly committed lifetime customers?

Suppose you're a salesperson for an industrial machine manufacturer.How can you demonstrate to your customers your commitment to building mutually satisfying long-term relationships?

Scott is a salesperson who works to maximize the number of critical encounters with his customers in order to encourage effective dialogue. Which of the four sequential components of effective follow-up is Scott utilizing?

Why is it important to assess customer satisfaction?

Which of the following is not a relationship-enhancement activity?

Which of the following components of effective follow-up reflects a salesperson's ability to develop insight regarding the buyer's changing situation, needs, and expectations?

Which of the following components of effective follow-up reflects a salesperson's actions that maximize the number of critical encounters with buyers in order to encourage effective dialogue?

Kim is a salesperson who is able to use her knowledge of her customers and their industries to create value-added interactions and generate meaningful relationships between her and her customers. Which of the four sequential components of effective follow-up is Kim utilizing?

Grace is a salesperson who strives to build relationships with multiple individuals in her customers' organizations.Which of the four sequential components of effective follow-up is Grace utilizing?

Which of the following is not one of the ways salespeople can convert new customers into highly committed lifetime customers?

Adding value refers to the process of:

Which of the following is not a relationship-enhancement activity?

CRM is an acronym for:

Which of the following is not one of the specific components of effective follow-up?

Which of the following components of effective follow-up reflects a salesperson's actions that create and maintain contact with influential (related to the purchasing decision) people in the buying organization.