Question 1

From the salesperson's perspective, what is the primary benefit provided by Internet-based software applications such as Netsuite^TM and Salesforce.com^TM? A) access to information B) faster order processing C) more accurate billing information D) security

Accepted Answer

The primary benefit provided by Internet-based software applications such as Netsuite and Salesforce.com from the salesperson's perspective is access to information. These applications provide a centralized platform where salespeople can access customer data, sales reports, and other important information from anywhere with an internet connection, allowing them to make faster and more informed decisions. While these applications may also offer benefits such as faster order processing and more accurate billing information, these are secondary to the core benefit of access to information. Security is also important but is typically not the primary benefit for salespeople.

Question 2

What is the name for proprietary computer networks created by an organization for use by its customers or suppliers and linked to the organization's internal systems, informational databases, and intranet?
A) a customer relationship management (CRM) system
B) an extranet
C) the Internet
D) Skynet

Accepted Answer

The name for this type of network is an extranet. It is a private network created by an organization to allow access for its customers or suppliers and is linked to the organization's internal systems and databases. It is not the same as a customer relationship management (CRM) system, which is a specific type of software used to manage interactions with customers. The Internet is a public network that is accessible to anyone, and Skynet is a fictional artificial intelligence system.

Question 3

How does the textbook define the process of improving a product or service for a customer?
A) disintermediation
B) value substitution
C) adding value
D) margin enhancement

Accepted Answer

The textbook defines the process of improving a product or service for a customer as adding value, which involves enhancing the product or service to make it more desirable and valuable to the customer. Disintermediation refers to the elimination of intermediaries in the supply chain, value substitution refers to the replacement of one product or service with another that provides better value, and margin enhancement refers to increasing profit margins without necessarily adding value for the customer.

Question 4

Which of the following aspects of salesperson behaviour has research shown to positively influence levels of customer satisfaction?
A) possessing high levels of energy and drive and commitment
B) demonstrating empathy and focus towards the customer
C) using good questioning skills and have quick answers
D) providing regular, clear, and concise communication about products and services

Accepted Answer

The answer of Which of the following aspects of salesperson...

Question 5

When a salesperson applies relevant understanding and insight to create value-added interactions and generate relationships between the salesperson and buyer, which component of effective follow-up is he or she using?
A) interact
B) connect
C) know
D) relate

Accepted Answer

Relating is the component of effective follow-up that involves establishing and maintaining relationships between the salesperson and buyer.

Question 6

Which of the following is considered a customer relationship enhancer?
A) focusing on the short term
B) calling sporadically
C) exaggerating and blaming someone else
D) adding value

Accepted Answer

Adding value to the customer experience is a proven way to enhance customer relationships. It shows that you care about their needs and are willing to go above and beyond in providing them with a positive experience. Focusing on the short term, calling sporadically, and exaggerating and blaming someone else are not effective ways to enhance customer relationships.

Question 7

Jill is a salesperson for an industrial machine manufacturer. How can she demonstrate to her customers that she is committed to building mutually satisfying long-term relationships?
A) When they place an order, she must be sure to show her sincere gratitude and assure the customer that she will be back when it is time for them to make another purchase.
B) She should avoid calling on her customers unless she has something she thinks they would be interested in purchasing.
C) She should follow up with her customers on a regular basis and be especially attentive after they have placed an order.
D) She should avoid talking with anybody else in the organization other than the buyer.

Accepted Answer

Following up with customers on a regular basis and being attentive after they have placed an order demonstrates a commitment to building a long-term relationship with the customer. Showing sincere gratitude when they place an order is also important, but it is not enough to ensure a long-term relationship. Avoiding calling on customers unless there is something to sell or avoiding talking to anyone in the organization besides the buyer can actually harm the relationship and make it less likely for the customer to want to do business with Jill in the future.

Question 8

How does the textbook define the process of converting new customers into lifetime customers by continually adding value to the product?
A) building goodwill
B) customer extraction
C) value substitution
D) customer conversion

Accepted Answer

The textbook defines the process of converting new customers into lifetime customers by continually adding value to the product as building goodwill. This means that by consistently providing additional value and exceeding customer expectations, a business can create a positive relationship with customers that will lead to repeat business and loyalty.

Question 9

From the customer's perspective, what is the primary benefit provided by Internet-based software applications such as Netsuite^TM and Salesforce.com^TM? A) security of information B) faster order processing C) more accurate billing information D) improved communications with suppliers

Accepted Answer

Internet-based software applications like Netsuite and Salesforce.com primarily enhance communication and collaboration, allowing for improved interactions with suppliers and other stakeholders.

Question 10

Which of the following are PC-based software applications such as Maximizer^TM, Goldmine^TM, and ACT!^TMexamples of? A) a marketing intelligence system (MIS) B) an extranet database C) a management information system (MIS) D) a customer relationship management (CRM) system

Accepted Answer

Maximizer, Goldmine, and ACT! are PC-based software applications that are used for customer relationship management (CRM) purposes. These systems are designed to help companies manage their interactions with customers, including storing customer data, tracking customer interactions, and analyzing customer behavior. Therefore, the best choice is D, which stands for customer relationship management (CRM) system.

Question 11

In the opening vignette of Chapter 9, Michael Nelson discusses the need to go beyond traditional product orientation and create value for his customers. What is he referring to?
A) addressing the product, price, promotion, and place with the customer
B) understanding the economic conditions of the customer's situation and create value with the product offering
C) determining the customer value chain and ensuring there is a product fit
D) collaborating with customers on key dimensions of innovation, supply chain, working-capital efficiencies and turnkey marketing programs

Accepted Answer

Michael Nelson is discussing the need to collaborate with customers on key dimensions such as innovation, supply chain, working-capital efficiencies and turnkey marketing programs to create value beyond traditional product orientation. Option D is the only choice that mentions collaboration with customers on these key dimensions. Options A, B, and C do not fully capture the scope of Michael Nelson's message.

Question 12

From the customer's perspective, what is the primary benefit provided by PC-based software applications such as Maximizer^TM, Goldmine^TM, and ACT!^TM? A) security of information B) faster order processing C) more accurate billing information D) improved communications with suppliers

Accepted Answer

These software applications are primarily designed for customer relationship management (CRM), which helps improve communication and relationships with customers and suppliers.

Question 13

When a salesperson acts to maximize the number of critical encounters with buyers to encourage effective dialogue and involvement, which component of follow-up is he or she using?
A) interact
B) connect
C) know
D) relate

Accepted Answer

Interacting with the buyer to encourage effective dialogue and involvement is a key component of follow-up.

Question 14

Which aspects of salesperson behaviour are demonstrated by returning telephone calls promptly, fulfilling commitments, satisfying customer requests, and being readily available?
A) responsiveness and reliability
B) empathy and focus
C) questioning skills
D) energy and enthusiasm

Accepted Answer

Returning telephone calls promptly, fulfilling commitments, satisfying customer requests, and being readily available demonstrate responsiveness and reliability, which are key aspects of salesperson behaviour.

Question 15

When a salesperson maintains contact with the multiple individuals in the buying organization influencing purchase decisions and manages the various touch points the customer has in the selling organization to ensure consistency in communication, which component of follow-up is he or she using?
A) interact
B) connect
C) know
D) relate

Accepted Answer

The component of follow-up being used in this scenario is "connect". The salesperson is focusing on maintaining connections with multiple individuals in the buying organization and managing touch points to ensure consistency in communication.

Question 16

What is the name for an organization's dedicated and proprietary computer network that offers password-controlled access to people within and outside the organization (e.g., customers and suppliers)?
A) an intranet
B) an extranet
C) the Internet
D) Skynet

Accepted Answer

The answer of What is the name for an organization's...

Question 17

Which of the following is considered a customer relationship detractor?
A) showing up only for another order
B) calling regularly
C) keeping communication lines open
D) taking responsibility for problems

Accepted Answer

Showing up only for another order implies that the customer is only interested in a transactional relationship with the business and does not value building a long-term relationship, which can be a detractor for customer satisfaction.

Question 18

From the salesperson's perspective, what is the primary benefit provided by PC-based software applications such as Maximizer^TM, Goldmine^TM, and ACT!^TM? A) access to information B) faster order processing C) more accurate billing information D) security

Accepted Answer

PC-based software applications such as Maximizer, Goldmine, and ACT! provide salespeople with access to information, including customer contacts, purchase history, and account details. This can help them better understand the customer's needs and preferences, leading to more effective sales interactions.

Question 19

According to the textbook, which of the following aspects of salesperson behaviour has research shown to positively influence levels of customer satisfaction?
A) responsiveness and reliability
B) empathy and focus
C) questioning skills
D) energy and drive

Accepted Answer

Research has shown that responsiveness and reliability are two key aspects of salesperson behaviour that positively influence customer satisfaction levels.

Question 20

When a salesperson coordinates and interprets the information gathered through buyer-seller contact and collaboration to develop insight regarding the buyer's changing situation, needs, and expectations, which component of follow-up is he or she using?
A) interact
B) connect
C) know
D) relate

Accepted Answer

This process is part of the "know" component of follow-up, where the salesperson gathers and interprets information to understand the buyer's evolving needs and expectations.

Quiz 9: Expanding Customer Relationships

From the salesperson's perspective, what is the primary benefit provided by Internet-based software applications such as Netsuite^TM and Salesforce.com^TM?

What is the name for proprietary computer networks created by an organization for use by its customers or suppliers and linked to the organization's internal systems, informational databases, and intranet?

How does the textbook define the process of improving a product or service for a customer?

Which of the following aspects of salesperson behaviour has research shown to positively influence levels of customer satisfaction?

When a salesperson applies relevant understanding and insight to create value-added interactions and generate relationships between the salesperson and buyer, which component of effective follow-up is he or she using?

Which of the following is considered a customer relationship enhancer?

Jill is a salesperson for an industrial machine manufacturer. How can she demonstrate to her customers that she is committed to building mutually satisfying long-term relationships?

How does the textbook define the process of converting new customers into lifetime customers by continually adding value to the product?

From the customer's perspective, what is the primary benefit provided by Internet-based software applications such as Netsuite^TM and Salesforce.com^TM?

Which of the following are PC-based software applications such as Maximizer^TM, Goldmine^TM, and ACT!^TMexamples of?

In the opening vignette of Chapter 9, Michael Nelson discusses the need to go beyond traditional product orientation and create value for his customers. What is he referring to?

From the customer's perspective, what is the primary benefit provided by PC-based software applications such as Maximizer^TM, Goldmine^TM, and ACT!^TM?

When a salesperson acts to maximize the number of critical encounters with buyers to encourage effective dialogue and involvement, which component of follow-up is he or she using?

Which aspects of salesperson behaviour are demonstrated by returning telephone calls promptly, fulfilling commitments, satisfying customer requests, and being readily available?

When a salesperson maintains contact with the multiple individuals in the buying organization influencing purchase decisions and manages the various touch points the customer has in the selling organization to ensure consistency in communication, which component of follow-up is he or she using?

What is the name for an organization's dedicated and proprietary computer network that offers password-controlled access to people within and outside the organization (e.g., customers and suppliers) ?

Which of the following is considered a customer relationship detractor?

From the salesperson's perspective, what is the primary benefit provided by PC-based software applications such as Maximizer^TM, Goldmine^TM, and ACT!^TM?

According to the textbook, which of the following aspects of salesperson behaviour has research shown to positively influence levels of customer satisfaction?

When a salesperson coordinates and interprets the information gathered through buyer-seller contact and collaboration to develop insight regarding the buyer's changing situation, needs, and expectations, which component of follow-up is he or she using?