Question 1

Expansion immediately follows the awareness stage of building partnerships.

Accepted Answer

The correct order is awareness, exploration, expansion, and commitment. Expansion is the third stage, not immediately following awareness.

Question 2

To have the greatest impact,salespeople should wait until a user has trouble with a product before pointing out remedies.

Accepted Answer

Waiting until a user has trouble with a product before pointing out remedies is a reactive approach to sales. The most effective salespeople take a proactive approach, anticipating and addressing potential issues before they arise. This not only prevents problems but also builds trust and strengthens the customer relationship.

Question 3

Upgrading,full-line selling,and cross-selling are sales strategies that work best with existing prospects.

Accepted Answer

Upgrading, full-line selling, and cross-selling are techniques used to sell additional products or services to existing customers, not new prospects.

Question 4

When handling customer complaints,it is always better to tell a customer what the solution is rather than offering him/her several solutions to choose from.

Accepted Answer

Offering several solutions allows the customer to feel involved in the resolution process and can lead to higher satisfaction by giving them a sense of control over the outcome.

Question 5

The only way to resolve a customer complaint is by sending an unsatisfactory product to the factory for a decision.

Accepted Answer

There are several ways to resolve a customer complaint, depending on the situation. Sending a product to the factory for a decision is one option, but it is not the only way. Other options may include offering a refund or replacement, providing a discount or coupon, or improving customer service in some way.

Question 6

One of the things that makes cross-selling easier than getting an initial sale is that trust already exists between the two parties.

Accepted Answer

Cross-selling is easier than getting an initial sale because the customer has already established trust with the seller through a previous purchase. This trust can be leveraged to propose complementary products or services that the customer may be interested in.

Question 7

After a sale,a follow-up should be made by telephone.

Accepted Answer

A follow-up can be made through various channels, not just by telephone. It can also be done via email, text, or in-person, depending on the context and customer preference.

Question 8

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

Accepted Answer

The exploration stage is characterized by initial interactions and testing of the relationship, without a formal or implied commitment to continue.

Question 9

Assuming proper expectations were set,customers can be disappointed when the product performs poorly,is used improperly,or the terms of the contract are not met.

Accepted Answer

Customers may have legitimate reasons to be disappointed if the product doesn't perform as expected, but it is important to set proper expectations in the first place. It is also important to ensure that customers are using the product properly and that the terms of the contract are being met.

Question 10

Full-line selling is selling an entire line of associated products.

Accepted Answer

Full-line selling involves selling a complete range of associated products, rather than just one or a few individual items.

Question 11

A salesperson owns the responsibility to secure commitment from his or her own company.

Accepted Answer

It is the salesperson's responsibility to secure commitment from their own company regarding the products, pricing, and terms of the deal they are offering to customers. This ensures that the salesperson can confidently offer these items to prospects and customers without fear of being unable to deliver on their promises.

Question 12

The best way to establish a sales relationship is to be aware of what the customer expects.

Accepted Answer

Being aware of the customer's expectations is essential for building a successful sales relationship. It allows salespeople to tailor their approach, offer personalized solutions, and address the customer's needs and wants. By meeting and exceeding customer expectations, salespeople can establish trust and credibility, which can lead to long-lasting relationships and repeat business.

Question 13

Good salespeople show they are happy a grievance has been brought to their attention.

Accepted Answer

Good salespeople understand the importance of addressing grievances and ensuring customer satisfaction, so they show that they are happy to have the opportunity to resolve any issues.

Question 14

During the commitment stage of the development of partnerships,it is still unlikely that a customer will designate a supplier as a preferred supplier or partner.

Accepted Answer

During the commitment stage, a customer is likely to designate a supplier as a preferred supplier or partner.

Question 15

Commitment requires that all employees be empowered to handle the needs of a customer.

Accepted Answer

Commitment to customer service means that all employees should have the authority and resources to meet the needs of customers without having to seek permission from their supervisors.

Question 16

Getting customers to use a higher quality or newer version of a product is called full-line selling.

Accepted Answer

Getting customers to use a higher-quality or newer version of a product is called upselling, not full-line selling. Full-line selling involves encouraging customers to buy additional, related products or services from the same company.

Question 17

The absence of complaints means that customers are happy.

Accepted Answer

The absence of complaints does not necessarily mean that customers are happy. Customers may choose not to complain even if they are dissatisfied with a product or service. Therefore, it is important for businesses to actively seek feedback from customers to ensure their satisfaction.

Question 18

Activities such as upgrading,full-line selling,cross-selling,and handling complaints cease during the commitment stage of the relationship development process.

Accepted Answer

Activities such as upgrading, full-line selling, cross-selling, and handling complaints continue during the commitment stage as they are crucial to maintaining and strengthening the relationship with the customer.

Question 19

Most customers who file complaints are aware that their claims are unfair.

Accepted Answer

It is natural for customers to file complaints when they feel dissatisfied with a product or service. While some complaints may be unfounded, it is not accurate to assume that most customers filing complaints are aware that their claims are unfair. Many customers may genuinely feel that they have been wronged and may expect a satisfactory resolution from the company.

Question 20

To a large degree,customers base their initial expectations on sales presentations.

Accepted Answer

Customers often form their initial expectations about a product or service based on the sales presentations they receive.

Quiz 14: Building Long-Term Partnerships