Question 1

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 the R&D department visit her customers to see how they use the products. This will help her company understand the needs and preferences of the customers better, which will enable them to develop better products and services in the future.

Question 2

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

It is important to thank the customer for their suggestion and show that their input is valued. However, if the proposed solution is not viable, it is the salesperson's job to offer an alternative resolution that will address the complaint. Simply following through with the customer's suggestion anyway may not actually resolve the issue and could potentially make it worse. It's also important to gain the customer's agreement that the proposed solution will resolve the complaint, but this should only be done after offering a viable alternative. Allowing the customer to vent is also important, but it is not necessarily the next step in this scenario.

Question 3

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 problem with customer service is the inconsistency in the quality of service provided by different customer service representatives.

Question 4

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

Accepted Answer

Communication is the most important customer service dimension because it is the foundation for all other dimensions. Without effective communication, it is impossible to build trust, resolve problems, or meet customer needs.

Question 5

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 to work with and properly service customers on a daily basis. It is the dimension that represents a salesperson's commitment to providing high-quality customer service.

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 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

Service enthusiasm does not eliminate customer complaints; rather, it helps manage them more effectively.

Question 7

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

All of the listed questions are relevant for a salesperson to consider when developing a service strategy, as they help in understanding the business, identifying the target customers, recognizing strengths, and identifying areas for improvement.

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 and bounce back from challenging situations or negative interactions with customers. It involves staying motivated and focused on providing excellent customer service, even when faced with challenging circumstances.

Question 9

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

Thanking the customer for their suggestion and then offering an alternative solution shows empathy and a willingness to find a solution. It allows the customer to feel heard and valued while also managing their expectations. It is important to avoid making promises that cannot be kept to maintain trust and credibility.

Question 10

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 regarding customer expectations are appropriate for salespeople to remember. They should be aware that unmet expectations may result in relationship failures or customer dissatisfaction, and should strive to manage their customers' expectations while also aiming to meet or exceed them if possible.

Question 11

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

The customer service agent should have shown empathy towards Mathew's situation to make him feel heard and understood. This can help reduce the customer's frustration and make them more open to finding a solution.

Question 12

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

Capitulation, meaning customers expecting the service personnel to always give in to their demands, is not a reasonable or realistic expectation. The other options (Assurance, Empathy, Resolution of complaints) are commonly expected by customers when dealing with customer service personnel.

Question 13

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

All the options listed are benefits of service enthusiasm, so none of them is not a benefit.

Question 14

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

Superior service quality helps differentiate from competitors, and competing on price often leads to price-sensitive customers who are not loyal.

Question 15

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

The salesperson should strive to under-promise and over-deliver. This approach helps to exceed customer expectations and build trust and loyalty. Over-promising and under-delivering can harm the salesperson's reputation and damage the customer's trust in the organization.

Question 16

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 salesperson should gain the customer's agreement that the action will resolve the complaint. This is important to ensure that the customer is satisfied with the resolution and that the complaint is not reopened later.

Question 17

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 18

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's customers are dissatisfied despite the products performing well, which suggests that their expectations were set too high. LaTosha may be overselling the products or making unrealistic claims about their capabilities. If customers have high expectations that are not met, they are likely to be disappointed even if the product is of high quality.

Question 19

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 20

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...

Quiz 9: Expanding Customer Relations

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?

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

What is the most important customer service dimension?

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

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?

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?

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

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

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

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?

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?

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

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

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

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:

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

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