Question 1

In El Salvador, a manufacturer of household insecticide told ExxonMobil Chemical salesperson Nelson Viquez that the company wanted a substitute for the kerosene it had always used in making aerosol household insecticide. Viquez worked extensively with the manufacturer to create a pilot plant and test its pesticides with the addition of ExxonMobil's Exxsol D 40 as a substitute for kerosene. ExxonMobil and the manufacturer spent a year and a half running laboratory and field tests on the new product, which has been extremely successful in Central America. Viquez acted as a(n):

Accepted Answer

Viquez acted as a change agent by facilitating the transition from kerosene to Exxsol D 40, helping the manufacturer adopt a new product successfully.

Question 2

Martin was trying to sell pumps for circulating water in goldfish ponds when he realized the reason he was not having much luck was due to the weight of the model he was trying to sell. He approached the firm with the idea to convert every possible part on a pump from metal to a hard plastic. That way the pump would be lighter weight and better meet customers' requirements. As the ____, Martin saw the project from its conception all the way through to the development of a lighter model pump.

Accepted Answer

Martin is the one who initiated the change to convert the pump from metal to plastic, making him the change agent.

Question 3

Which of the following statements about positioning a change is true?

Accepted Answer

Positioning a change can involve altering the perceptions and attitudes of the buying center towards the change proposal. This may result in the composition of the buying center changing as some members become advocates for or against the change. The positioning of change should focus on addressing the needs, concerns, and expectations of the different constituencies involved in the decision-making process. Therefore, option C is the most accurate statement.

Question 4

Angela is a salesperson for KSU exercise equipment. She would like to sell her deluxe exercise stations to Silver's Workout Centers. Hans is assistant regional director of the Silver Centers in the greater Chicago area, and is acting as a champion for Angela's product. We should expect all of the following EXCEPT:

Accepted Answer

It is not common practice for a salesperson to pay a potential buyer or advocate a portion of their commission. This would be unethical and potentially illegal.

Question 5

In general _____ status means the supplier is assured a large percentage of the buyer's business and will get the opportunity to earn new business.

Accepted Answer

Preferred supplier status is typically given to suppliers who have consistently provided good quality products or services and have a good track record of on-time delivery, competitive pricing, and excellent customer service. It indicates that the supplier is favored by the buyer and will receive preferential treatment in terms of business opportunities and negotiations. This can include receiving advance notice of upcoming projects or being given exclusivity for certain products or services.

Question 6

Describe the four stages of buyer-seller partnerships.

Accepted Answer

The answer of Describe the four stages of buyer-seller partnerships....

Question 7

When the buyer-seller relationship has reached the _____ stage, there is a stated or implied pledge to continue the relationship.

Accepted Answer

The commitment stage represents a significant milestone in the buyer-seller relationship, where both parties agree to continue working together to achieve mutual benefits. It often involves a more formalized agreement or contract that outlines the terms and conditions of the ongoing partnership. The other choices (culmination, pinnacle, expansion, covenant) do not accurately describe this stage of the relationship.

Question 8

Corporate culture:

Accepted Answer

All of the options are accurate descriptions of corporate culture. Corporate culture is a set of shared values, beliefs, attitudes, and behaviors that shape the attitudes of employees, reflect the values and beliefs held by senior management, influence the development of programs and policies, and determine how employees act.

Question 9

Which of the following statements about positioning a change is FALSE?

Accepted Answer

This statement is false. Positioning a change is not a reactive way of dealing with an initial turn-down at the buying firm. Instead, it is a proactive strategy for presenting the change in a way that will appeal to the specific needs and concerns of the buying center.

Question 10

In El Salvador, an adhesive manufacturer asked Miriam Avendano, its ExxonMobil Chemical salesperson if there were a way to create an adhesive that was safer to use? Because Avendano and the manufacturer are in the commitment stage of the development of a long-term partnership, which of the following most likely happened?

Accepted Answer

Since the manufacturer is in the commitment stage of a long-term partnership, Avendano would want to provide a solution to the request of the manufacturer. Therefore, it is likely that she set ExxonMobil's chemists to develop an additive that would increase the flash point for the adhesive, making it safer to use.

Question 11

Fiona is concerned about complacency among her sales team. She asks each sales rep to answer a series of questions. Which of the following questions is she LEAST likely ask her sales team to answer?

Accepted Answer

While understanding competitors' delivery schedules can be important, it is not necessarily a question that directly relates to avoiding complacency among the sales team. The other questions (A, B, D, E) all focus on aspects of the sales process related to understanding and meeting customer needs, which are critical for avoiding complacency.

Question 12

Jack has just received a complaint from one of his long-time customers about a problem with the ignition system on some roto-tillers that were delivered last month. Should Jack assume the product is fine, and the user is at fault?

Accepted Answer

The answer of Jack has just received a complaint from...

Question 13

Hurricane Mitch was the most devastating storm to ever hit Central America. Roger Conrado, a salesperson for ExxonMobil Chemical in that area, knew that the large paint manufacturer that was his key client in Honduras would want to get up and running as soon possible to help with the rebuilding effort. To keep the customer supplied with the chemicals it needed, Conrado proactively found trucks and the truck drivers willing to drive the 100 extra miles and ford streams to get ExxonMobil Chemical products to the manufacturer as soon as possible. What stage of the building of the long-term partnership does this example describe?

Accepted Answer

This example describes the commitment stage, where the salesperson goes above and beyond to provide the necessary resources to maintain the partnership and help the customer during a difficult time.

Question 14

A champion is also known as a(n):

Accepted Answer

The answer of A champion is also known as a(n):
...

Question 15

Ralph recognizes that most of the people he established a business partnership are no longer in their organizations. He does not know what his customers are planning next or what his competitors are doing. Ralph is most likely in the ____________ stage of business partnerships.

Accepted Answer

Ralph's experience suggests that the business partnerships he established have dissolved over time. The dissolution stage is characterized by a reduction in communication and ongoing collaboration among partners, leading to a breakdown in the partnership. Ralph's lack of knowledge about his customers and competitors suggests that he has not maintained strong ties with these stakeholders, which is a common pattern during the dissolution stage. The other options are not fitting based on the scenario provided.

Question 16

Gail is the Westinghouse salesperson on the Deep South Electric account (a major public utility company). Westinghouse and Deep South have developed a partnering relationship in which Deep South buys all of its pole mounted transformers from Westinghouse. Gail worked hard for several years to establish this partnership, and now she is much more relaxed. Her only client is Deep South and she knows the two firms are committed to the relationship. Her success has allowed her to begin using two or three afternoons during the week to work in her garden or play golf with some old college pals. The text would say Gail's _____ is putting her account partnership in jeopardy.

Accepted Answer

Gail's complacency could lead to her neglecting the needs and concerns of her only client, Deep South Electric. This could result in the loss of the partnership and their business.

Question 17

The term _____ refers to the degree to which a change affects an organization.

Accepted Answer

Scope of change refers to the extent to which a change impacts an organization, including the number of departments or employees affected, the level of resources required to implement the change, and the duration of the change process. The other options are not commonly used terms to describe the degree of change impact.

Question 18

Which of the following statements about the commitment stage of long-term partnering is FALSE?

Accepted Answer

Salespeople should promote direct communication between the personnel in the various function areas of the two firms to ensure smooth collaboration and achievement of common goals. Discouraging direct communication can lead to misunderstandings and hinder the commitment stage of long-term partnering.

Question 19

Assuming proper expectations have been set, what are the three major sources of customer complaints?

Accepted Answer

The answer of Assuming proper expectations have been set, what...

Question 20

General Mills and Nestle of Switzerland created Cereal Partners Worldwide for the purpose of fine-tuning Nestlé's European cereal marketing and distributing General Mills cereal worldwide. One reason for General Mills' participation in this alliance was to make sure that it has a similar _____ to distributors in Europe.

Accepted Answer

General Mills wanted to ensure that it has a similar corporate culture to distributors in Europe. This would help to establish a consistent brand image and messaging across their global markets.

Quiz 14: Building Long-Term Partnerships