Question 1

Which of the following actions is NOT a part of a successful aftermarketing effort?

Accepted Answer

Establishing and maintaining a customer information file, monitoring order processing, and ensuring initial proper use of the purchased product or service are parts of successful aftermarketing efforts. Generating leads through cold calling, on the other hand, is a part of the prospecting stage of the sales relationship-building process.

Question 2

AT&T and Sovintel,a Russian telephone company,joined forces to offer high-speed ISDN services for digitized voices,data,and video communications between the two countries.By working together,the telecommunications companies could reach more businesses than either could do alone.The relationship between AT&T and Sovintel is an example of a:

Accepted Answer

Strategic alliances are formal relationships in which both parties make significant commitments and investments in each other in order to pursue mutual goals and to improve the profitability of each other.

Question 3

Since it can cost five times as much to acquire a new customer than to service an existing one,it is important for salespersons to:

Accepted Answer

Focusing on building and maintaining long-term relationships with customers has become an important goal for salespeople. As marketers realize that it can cost five times as much to acquire a new customer than to service an existing one, the importance of customer retention and relationship building has become very clear.

Question 4

After all objections have been resolved,the salesperson must ask for _____.

Accepted Answer

At some point, if all objections have been resolved, the salesperson must ask for commitment. It is a rare moment when a customer will ask to buy. Consequently, knowing how and when to close a sale is one of a salesperson's most indispensable skills.

Question 5

Chad Johnson sells a scanner that converts large documents to an electronic format for editing and printing items up to six feet long and four feet wide.He spends the morning showing his product to the marketing manager of a large department store,which had been identified by his sales force as a prospect.The manager is excited about the idea of being able to have multiple usages of a graphic designed sign.When Chad asks the manager if he is willing to buy,he says,"Though I do all the buying around here,this stuff is way beyond my budget.We never buy such expensive products." Which of the following questions of the qualifying process will help Chad determine the manager as a lead but not a true prospect?

Accepted Answer

Though the manager has the authority to make buying decisions, he lacks the ability to pay because the product is beyond the store's buying budget. As such, he will not qualify as a true prospect. The manager does seem excited about the product and comes across as someone who could be approached favorably. The manager also has a need that can be satisfied by the purchase of the scanner.

Question 6

The qualifying process where the salesperson must determine whether the prospect is a true prospect is known as _____.

Accepted Answer

The qualifying process where the salesperson must determine whether the prospect is a true prospect is known as screening.

Question 7

When a sales prospect raises an objection,the salesperson should:

Accepted Answer

When sales prospects raise an objection, it is a sign that they are not ready to buy and need an acceptable response to the objection before the buying decision can be made.

Question 8

A potential prospect that may or may not have the potential to be a true prospect is known as a(n)_____.

Accepted Answer

Lead is a potential prospect that may or may not have the potential to be a true prospect, a candidate, to whom a sale could be made.

Question 9

Drew Henson sells a scanner that converts large documents to an electronic format for editing and printing items up to six feet long and four feet wide.He spends the morning showing his product to the marketing manager of a large department store,which had been identified by his sales force as a prospect.The manager is excited about the idea of being able to have multiple usages of a graphic designed sign.When Drew asks the manager if she is willing to buy,she says,"Though I do all the buying around here and would love to buy this product as it is so stylish and useful,we already have something which serves a similar purpose." Based on which of the following questions of the qualifying process is Drew likely to deem the manager as a lead but not a true prospect?

Accepted Answer

Though the manager has the authority to make buying decisions and the ability to pay, she clearly lacks a need that can be satisfied by the purchase of the scanner. As such, she will not qualify as a true prospect. The manager does seem excited about the product and comes across as someone who could be approached favorably.

Question 10

Brad Wilson sells a scanner that converts large documents to an electronic format for editing and printing items up to six feet long and four feet wide.He spends the morning showing his product to the marketing manager of a large department store,which had been identified by his sales force as a prospect.The manager is excited about the idea of being able to have multiple usages of a graphic designed sign.When Brad asks the manager if she is willing to buy,she says,"No,all purchases must be made through our purchasing department." Which of the following questions of the qualifying process will help Brad determine the manager as a lead but not a true prospect?

Accepted Answer

The manager might or might not have the ability to pay depending on the department store's budget. The manager seems excited about the product and comes across as someone who could be approached favorably. The manager also has a need that can be satisfied by the purchase of the scanner. The manager lacks the authority to pay. As such, she will not qualify as a true prospect.

Question 11

When a buyer and a salesperson have a close personal relationship,they both begin to rely on each other and communicate honestly.This illustrates the concept of:

Accepted Answer

When a buyer and a salesperson have a close personal relationship, they both begin to rely on each other and communicate honestly. When each has a problem, they work together to solve it. Such market relationships are known as functional relationships.

Question 12

The concept that focuses the organization's attention on providing continuing satisfaction and reinforcement to individuals or organizations that are past or current customers is known as _____.

Accepted Answer

The concept of aftermarketing focuses the organization's attention on providing continuing satisfaction and reinforcement to individuals or organizations that are past or current customers.

Question 13

Using existing contacts and knowledge to generate new prospects is known as _____.

Accepted Answer

Selected-lead searching uses existing contacts and knowledge to generate new prospects.

Question 14

Value,Inc.is a well-respected name in baby products.It has recently developed a specialized temperature monitoring system for nursery school rooms.The system informs parents when the temperature either falls below or rises above an adjustable threshold.To secure orders for this product,the sales team of Value decides to get in touch with retailers who regularly stock other baby products from Value.Value is utilizing _____ for locating prospects.

Accepted Answer

For most professional, experienced salespeople, a more systematic approach to generating leads from predetermined target markets is used. This approach, aptly named selected-lead generation, uses existing contacts and knowledge to generate new prospects.

Question 15

Robert Carey sells Traction Plus Tread Safe Footwear to oil refineries,meat processors,catering companies,hospitals,and cleaning services for the use of their employees.The slip-resistant shoe is a part of these companies' safety programs.Robert keeps a list of all of his customers including when they purchased shoes and the sizes purchased.He makes sure the order for each customer is filled correctly.He provides his customers with extra information on how to clean the shoes without damaging them.He responds quickly to complaints and has suggested a product modification based on a customer's comment.Which of the following best describes Robert's actions?

Accepted Answer

The concept of aftermarketing focuses the organization's attention on providing continuing satisfaction and reinforcement to individuals or organizations that are past or current customers.

Question 16

Albert Kelley sells a new calibrated filtering system used to eliminate virtually all types of hazardous gas emissions in chemical plants.He requires the buyer to send at least three employees to a two-day training course on the appropriate use and maintenance of the filtering system.Ensuring initial proper use of the purchased product is part of the company's _____ activities.

Accepted Answer

Ensuring initial proper use of the purchased product or service is an essential part of the aftermarketing process.

Question 17

Which of the following is generally considered to be a salesperson's best source of prospects?

Accepted Answer

The best source of prospects is referrals from satisfied customers. The more satisfied one's customers are, the higher the quality of leads a salesperson will receive from them.

Question 18

The goal of _____ is to build lasting relationships with customers.

Accepted Answer

The goal of aftermarketing is to build lasting relationships with customers.

Question 19

Which of the following questions is NOT part of the qualifying process that assesses the authenticity of prospects?

Accepted Answer

Once leads are generated, the salesperson must determine whether the prospect is a true prospect. This qualifying process usually entails gathering information, which leads to answering five questions: (1) Does the lead have a want or need that can be satisfied by the purchase of the firm's products or services? (2) Does the lead have the ability to pay? (3) Does the lead have the authority to pay? (4) Can the lead be approached favorably? (5) Is the lead eligible to buy?

Question 20

Paula Martin sells a scanner that converts large documents to an electronic format for editing and printing items up to six feet long and four feet wide.She secures an appointment with the marketing manager of a large department store chain,which had been identified by her sales force as a prospect.Her plan is to demonstrate the product's unique features.However,as soon as the meeting starts,the manager says,"I am the regional head for all the buying that this chain does.What made you attempt your sales pitch with me? You should have met one of my subordinates first." Paula is likely to deem the manager as a lead but not a true prospect based on which of the following questions of the qualifying process?

Accepted Answer

Though the manager has the authority to make buying decisions and the ability to pay, he does not seem to be someone who could be approached favorably. As such, he will not qualify as a true prospect.

Quiz 9: Personal Selling, Relationship Building, and Sales Management