Question 1

A salesperson should focus his or her sales resources on only one individual in the buying organization.​

Accepted Answer

A salesperson should not focus only on one individual in the buying organization. It is important to build relationships with multiple decision-makers and influencers in order to increase the chances of closing the sale and to mitigate the risk of losing the sale if the primary decision-maker leaves the company or changes their mind.

Question 2

Processing requests for rush deliveries is unimportant to building successful long-term relationships.​

Accepted Answer

Processing requests for rush deliveries can be important in building successful long-term relationships, as it can show a willingness to go above and beyond to meet the customer's needs and expectations. Failing to prioritize rush orders can result in losing business and damaging relationships with customers who may perceive it as a lack of customer service.

Question 3

Routine follow-up with customers is important to building successful long-term relationships.​

Accepted Answer

Routine follow-up helps to maintain engagement with customers, address their concerns and needs, and nurture trust, ultimately leading to long-term relationships.

Question 4

Unless the delivery delay is going to be very long,it is unwise to alert the buyer to minor delivery delays.​

Accepted Answer

The answer of Unless the delivery delay is going to...

Question 5

Providing customers with high-quality information is an activity that will help salespeople enhance their relationships with those customers.​

Accepted Answer

Providing customers with high-quality information helps salespeople establish trust and credibility with customers, which can lead to stronger relationships and ultimately more sales. Additionally, customers are more likely to return to a salesperson who provided them with helpful information, which can lead to loyal customers and repeat business.

Question 6

Salespeople should encourage critical encounters with their customers to encourage effective dialogue.​

Accepted Answer

Encouraging critical encounters with customers can help to foster a more open and productive dialogue, allowing salespeople to better understand the needs and concerns of their customers and ultimately build stronger relationships. This approach can help to overcome objections, address concerns, and create more value for customers, all of which can ultimately lead to increased sales and success for the salesperson.

Question 7

Companies host week-long training sessions,seminars,and social engagements with their customers exclusively to ensure a sales commitment.​

Accepted Answer

While companies may host such events to build relationships and potentially encourage sales, they are not exclusively for ensuring a sales commitment. These events can also serve purposes like education, networking, and customer engagement.

Question 8

A customer cannot be turned onto an organization just by meeting many caring "can-do" people.​

Accepted Answer

Meeting many caring "can-do" people can positively influence a customer's perception and experience, potentially turning them onto an organization.

Question 9

Many customers feel neglected once they place an order with a company because the salesperson has many new customers and is not as attentive as he or she was previously.​

Accepted Answer

This statement suggests that many customers feel neglected after placing an order because the salesperson may be focusing their attention on new customers rather than providing the same level of attentiveness as before.

Question 10

One way for a selling firm to create a stronger bond with its customers is to host social engagements with them.​

Accepted Answer

Hosting social engagements such as events, parties or customer appreciation days can help create a stronger bond between the selling firm and its customers. This provides the opportunity for the customers to engage with the selling firm's employees, build personal relationships, and connect with other customers.

Question 11

Building goodwill is important to converting new customers to committed lifetime customers.

Accepted Answer

Building goodwill is important to create a positive reputation and relationship with customers, which can lead to increased loyalty and retention. This ultimately results in converting new customers to committed lifetime customers.

Question 12

The goal for salespeople is to meet customer expectations and not exceed them.​

Accepted Answer

The goal for salespeople is to not only meet customer expectations but also exceed them, in order to provide exceptional customer service and build loyalty.

Question 13

Handling complaints in any manner as long as they are handled is important to building successful long-term relationships.​

Accepted Answer

The manner in which complaints are handled is crucial; effective resolution requires empathy, understanding, and appropriate action to build trust and maintain successful long-term relationships.

Question 14

Natalie is a salesperson for a company that manufactures office supplies.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)​Handling complaints when possible
B)Adding value to the selling organization
C)Processing requests for rush deliveries willingly
D)Cutting the price as often as possible​
E)Passing customer complaints to higher authorities​

Accepted Answer

The answer of Natalie is a salesperson for a company...

Question 15

Reliability,warmth,and friendliness are attributes that buyers look for in choosing a salesperson with whom to do business.​

Accepted Answer

Reliability, warmth, and friendliness are indeed important attributes that buyers consider when choosing a salesperson to do business with. These attributes help to build trust, rapport, and a positive relationship between the salesperson and the buyer, which can lead to increased sales and customer loyalty.

Question 16

Customer training does not require the assistance of a company trainer or engineer if the product is technical.​

Accepted Answer

If the product is technical, it may require the assistance of a company trainer or engineer to ensure that customers have a complete understanding of the product and its usage.

Question 17

To gain a competitive edge,salespeople train only one person as stated in the sales terms.​

Accepted Answer

There is no mention of salespeople training only one person in the sales terms. This statement is not true and assumes a false premise. Salespeople may use a variety of tactics to gain a competitive edge, such as product knowledge, negotiation skills, and relationship building.

Question 18

Computer technology is only helpful to salespeople in helping them track their customers.​

Accepted Answer

Computer technology can also assist salespeople in various other ways such as creating presentations, conducting research, managing inventory, and processing orders. It can also provide valuable data insights and analytics to help salespeople improve their strategies and outcomes.

Question 19

Customers do not care about slogans and service claims until something happens to them.​

Accepted Answer

Customers are usually indifferent to slogans and service claims until they have an actual experience with a company or product. This is when they become more interested in the company's claims and whether they hold true to their promises. Therefore, it is important for companies to not only make claims, but also follow through with quality service and products to build trust and loyalty with customers.

Question 20

The number-one characteristic found to define a world-class salesperson is someone who:​
A)​does not follow up with new customers once an order has been placed.
B)fails to consider the importance of developing and maintaining a customer for the company he or she works for.​
C)personally manages the customer's satisfaction and is accountable for the customer's desired results.
D)feels his or her job is done once the order is obtained and the sale is closed.​
E)handles complaints in a timely and thoughtful manner by delegating the work to other salespeople.​

Accepted Answer

The number-one characteristic found to define a world-class salesperson is someone who personally manages the customer's satisfaction and is accountable for the customer's desired results. This shows that the salesperson goes above and beyond just obtaining the sale and takes responsibility for ensuring the customer is satisfied with the product or service.

Quiz 9: Expanding Customer Relationships

A salesperson should focus his or her sales resources on only one individual in the buying organization.​

Processing requests for rush deliveries is unimportant to building successful long-term relationships.​

Routine follow-up with customers is important to building successful long-term relationships.​

Unless the delivery delay is going to be very long,it is unwise to alert the buyer to minor delivery delays.​

Providing customers with high-quality information is an activity that will help salespeople enhance their relationships with those customers.​

Salespeople should encourage critical encounters with their customers to encourage effective dialogue.​

Companies host week-long training sessions,seminars,and social engagements with their customers exclusively to ensure a sales commitment.​

A customer cannot be turned onto an organization just by meeting many caring "can-do" people.​

Many customers feel neglected once they place an order with a company because the salesperson has many new customers and is not as attentive as he or she was previously.​

One way for a selling firm to create a stronger bond with its customers is to host social engagements with them.​

Building goodwill is important to converting new customers to committed lifetime customers.

The goal for salespeople is to meet customer expectations and not exceed them.​

Handling complaints in any manner as long as they are handled is important to building successful long-term relationships.​

Natalie is a salesperson for a company that manufactures office supplies.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?​

Reliability,warmth,and friendliness are attributes that buyers look for in choosing a salesperson with whom to do business.​

Customer training does not require the assistance of a company trainer or engineer if the product is technical.​

To gain a competitive edge,salespeople train only one person as stated in the sales terms.​

Computer technology is only helpful to salespeople in helping them track their customers.​

Customers do not care about slogans and service claims until something happens to them.​

The number-one characteristic found to define a world-class salesperson is someone who:​

A salesperson should focus his or her sales resources on only one individual in the buying organization.

Processing requests for rush deliveries is unimportant to building successful long-term relationships.

Routine follow-up with customers is important to building successful long-term relationships.

Unless the delivery delay is going to be very long,it is unwise to alert the buyer to minor delivery delays.

Providing customers with high-quality information is an activity that will help salespeople enhance their relationships with those customers.

Salespeople should encourage critical encounters with their customers to encourage effective dialogue.

Companies host week-long training sessions,seminars,and social engagements with their customers exclusively to ensure a sales commitment.

A customer cannot be turned onto an organization just by meeting many caring "can-do" people.

Many customers feel neglected once they place an order with a company because the salesperson has many new customers and is not as attentive as he or she was previously.

One way for a selling firm to create a stronger bond with its customers is to host social engagements with them.

The goal for salespeople is to meet customer expectations and not exceed them.

Handling complaints in any manner as long as they are handled is important to building successful long-term relationships.

Natalie is a salesperson for a company that manufactures office supplies.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?

Reliability,warmth,and friendliness are attributes that buyers look for in choosing a salesperson with whom to do business.

Customer training does not require the assistance of a company trainer or engineer if the product is technical.

To gain a competitive edge,salespeople train only one person as stated in the sales terms.

Computer technology is only helpful to salespeople in helping them track their customers.

Customers do not care about slogans and service claims until something happens to them.

The number-one characteristic found to define a world-class salesperson is someone who: