Question 1

Quick & Reilly,a financial services company,was able to increase sales by 35 percent by implementing which of the following programs?

Accepted Answer

A

Question 2

To stay competitive,salespeople need to adopt a global perspective.

Accepted Answer

With globalization, businesses operate across borders, which makes it crucial for salespeople to possess a global mindset to keep up with the competition. They need to be aware of the cultural nuances and trends in different regions to better address the needs of their customers and stay ahead of their rivals. Therefore, having a global perspective is essential for salespeople to remain competitive in today's marketplace.

Question 3

Customer complaints are information that should be viewed as:

Accepted Answer

Customer complaints provide valuable information about potential weaknesses in the company's products, services, or processes. Addressing these issues can improve customer satisfaction and loyalty, and demonstrate the firm's commitment to service. Ignoring or dismissing complaints can lead to long-term problems and negative word-of-mouth.

Question 4

When making sales calls in Russia,it is a good idea to prepare a sophisticated presentation.

Accepted Answer

The answer of When making sales calls in Russia,it is...

Question 5

The purpose of the follow-up communication between customer and salesperson is to express thanks for the order and to:

Accepted Answer

The follow-up communication is a good opportunity to determine if the customer is satisfied with their purchase and address any additional needs or concerns they may have. While introducing related products and services, completing a call card form, requesting referrals, and asking for payment may be important tasks, they should not be the primary focus of the follow-up communication.

Question 6

Cross selling involves selling products that are directly related to products that you have sold to an established customer.

Accepted Answer

The answer of Cross selling involves selling products that are...

Question 7

It is usually a good idea to demonstrate the suggested item.

Accepted Answer

Demonstrating the suggested item can help clarify its purpose and benefits, and make it easier for others to understand and use.

Question 8

When dealing with customer complaints,the salesperson should:

Accepted Answer

The salesperson should decide what action must be taken to remedy the problem. This shows that the salesperson is taking responsibility for the issue and is willing to make things right for the customer. It also shows that the salesperson is actively trying to solve the problem instead of just deflecting blame or dismissing the complaint.

Question 9

Surveys show that poor service and lack of follow-up after the sale,both potentially value-adding activities,are the primary reasons customers stop buying from a salesperson.

Accepted Answer

Surveys have shown that poor service and lack of follow-up after the sale are indeed the primary reasons why customers stop buying from a salesperson.

Question 10

In the Six-Step Presentation Plan,the "Servicing the Sale" step includes recognizing closing clues,expansion selling,and follow-up calls.

Accepted Answer

The "Servicing the Sale" step typically involves activities after the sale is made, such as follow-up calls and ensuring customer satisfaction, but recognizing closing clues and expansion selling are generally part of the closing and selling process, not servicing.

Question 11

A "moment of truth" can be described as a situation where the customer's expectations were met.

Accepted Answer

A moment of truth is a situation where the customer's expectations regarding the product or service are met, and it can lead to a positive interaction or experience with the brand.

Question 12

People buy expectations,not products,according to Ted Levitt,author of The Marketing Imagination.

Accepted Answer

Ted Levitt's statement suggests that people are not just buying the physical product or service, but also the expectation of what that product or service can do for them. In other words, they are buying the benefits and the promise of the product, not just the product itself.

Question 13

When you deal with an unhappy customer,you should try to determine if their problem is real or perceived.

Accepted Answer

The answer of When you deal with an unhappy customer,you...

Question 14

The major advantage of a telephone call over written correspondence is that:

Accepted Answer

The answer of The major advantage of a telephone call...

Question 15

Most buyers will view full-line selling,or suggestion selling,as an imposition and not as a value-added activity.

Accepted Answer

Full-line selling, also known as suggestion selling, involves suggesting additional products or services to a buyer based on their current purchase. This can actually be a value-added activity if done appropriately and with the buyer's best interests in mind. However, if the seller is pushy or does not take the buyer's needs into consideration, it can be viewed as an imposition. Therefore, the statement is false.

Question 16

Research indicates that about half of lost customers leave due to price considerations.

Accepted Answer

Research indicates that the majority of lost customers leave due to poor quality service rather than price considerations. Customer service and experience often outweigh price in customer retention decisions.

Question 17

Full-line selling,or suggestion selling,should be viewed as a form of customer service.

Accepted Answer

Full-line selling involves suggesting additional products or services to customers based on their needs and preferences, which is a way to enhance their shopping experience and provide better customer service.

Question 18

Word-of-mouth advertising can be considered a powerful "auxiliary" sales force.

Accepted Answer

Word-of-mouth advertising involves customers spreading positive recommendations about a product or service, which can be a powerful tool in generating new customers and increasing sales. As such, it can be considered an auxiliary sales force that complements a company's traditional sales efforts.

Question 19

According to Tony Allesandra,failure of a purchased product to perform as expected can be described as the "moment of truth."

Accepted Answer

The answer of According to Tony Allesandra,failure of a purchased...

Question 20

Full-line selling,sometimes called suggestion selling,should be spontaneous and unplanned in order to achieve naturalness in the selling situation.

Accepted Answer

Full-line selling should be planned and structured in order to ensure that all relevant products or services are presented to the customer in a convincing and persuasive manner. It requires careful preparation, knowledge of the products or services being sold, and an understanding of the customer's needs and preferences. While it should appear natural and unforced, this is achieved through practice and skillful execution rather than spontaneity.

Quiz 15: Servicing the Sale and Building the Partnership