Question 1

Anton has determined the facts in his customer's complaint.His next step should be to:

Accepted Answer

Once Anton has determined the facts in his customer's complaint, his next step should be to offer a solution and gain agreement that the proposed solution is acceptable. This ensures that the customer's problem is solved to their satisfaction and reinforces the relationship between the customer and the company. Options A, B, D, and E do not necessarily address the specific problem or provide a solution that the customer agrees with.

Question 2

Clark,a fellow salesperson,has become very frustrated by his inability to handle customer complaints."Frankly,I don't know what to do when a customer starts telling me about a problem," he says.You should advise Clark to:

Accepted Answer

Handling customer grievances in a friendly manner is the most appropriate approach to resolving the issue. It is essential to listen to the customer, acknowledge their issue, and take steps to resolve the problem. Adopting an antagonistic attitude, assuming the fault lies with the customer, or trying to sell a different product may exacerbate the situation and lead to customer dissatisfaction.

Question 3

Which of the following is a likely reason for a customer complaint?

Accepted Answer

All of the options listed are likely reasons for a customer complaint. If a salesperson sets expectations too high, the customer may be disappointed when those expectations are not met. If the terms of the sales contract are not met by the salesperson, the customer may feel cheated or misled. If the product requires extensive technical expertise to operate, the customer may become frustrated or dissatisfied with the purchase. If the product is used improperly by the customer, it may not function as intended or even become damaged.

Question 4

To improve the likelihood of reorders,a salesperson can:

Accepted Answer

Being present at the time of purchase can ensure that the salesperson can answer any questions the customer may have and can create a personal connection with the customer. Providing access to catalogs allows the customer to easily find and reorder products. Giving specialty advertising items can keep the company's name and products at the forefront of the customer's mind. Providing maintenance and repair services can ensure that the customer's product continues to function properly and can increase the likelihood of future purchases. Using all of these strategies together can improve the likelihood of reorders.

Question 5

When Marion convinced a customer to replace his old Pondmaster 1000 aquarium filter with the new and improved Pondmaster 1500,she was engaging in:

Accepted Answer

Marion is convincing the customer to upgrade to a newer and better version of the filter, which is an example of upgrading. Cross-selling refers to selling additional items along with the main purchase, repositioning involves changing the perception or target market of a product, full-line selling refers to selling a full range of products and incremental selling involves persuading the customer to make additional small purchases. Hence, B is the most accurate choice.

Question 6

Which of the following statements about complaints is FALSE?

Accepted Answer

A salesperson who is convinced that a claim is dishonest should not take action by filing a case against the customer. It is not the salesperson's job to determine the validity of a claim, but rather to handle it professionally and with the customer's best interest in mind. Taking legal action against a customer can damage the company's reputation and relationship with other customers.

Question 7

Which of the following actions is still necessary after the partnering process reaches the expansion stage?

Accepted Answer

All of the listed actions are still necessary after the partnering process reaches the expansion stage. Identifying additional needs can lead to further growth and opportunities for the partnership. Monitoring order processing ensures efficient delivery of goods or services. Ensuring proper use of the product can improve customer satisfaction and loyalty. Handling complaints is important for maintaining a positive relationship and resolving any issues that may arise.

Question 8

Which of the following statements about upgrading is true?

Accepted Answer

Upgrading involves convincing the customer that their initial purchase was a good decision, and then showing them how a more advanced or premium version could better meet their needs.

Question 9

Which of the following statements is NOT a guideline to use when determining the facts about a customer complaint?

Accepted Answer

The other statements are all valid guidelines for determining the facts about a customer complaint, but starting an inquiry into the nature of a complaint to postpone action is not an effective way to resolve a complaint. Delaying action can lead to further frustration for the customer and potentially damage the relationship with them. It is important to address the complaint promptly and thoroughly.

Question 10

Full-line selling is the sale of those goods and services which are:

Accepted Answer

Full-line selling involves offering a range of associated products that complement each other, encouraging customers to purchase a complete set or line of products.

Question 11

Dawn sells building materials to contractors.She sells lumber to almost all of her accounts but does not get many orders for nails,roofing,or other building materials.Dawn decides to push stock of these additional construction materials to all her existing customers.Dawn is planning to use the _____ strategy.

Accepted Answer

Dawn is planning to expand her product line by pitching additional construction materials to her existing customers. This is an example of full-line selling, where a salesperson attempts to sell the entire line of products to a customer. Cross-selling involves offering relevant products to a customer based on their previous purchases, upgrading is upselling a customer to a higher-end product, saturation selling is selling to as many customers in a geographic area as possible, and insight selling is providing valuable advice and knowledge to a customer during the sales process.

Question 12

_____ selling is defined as selling the entire line of associated products.

Accepted Answer

Full-line selling involves selling the entire line of products that are associated with a particular item. This means that the salesperson will attempt to sell a customer all of the related products or accessories that go along with the item they are initially interested in. Cross-selling, on the other hand, involves selling related products from different product lines. Insight selling involves gaining a deep understanding of the customer's needs and preferences, while a rebate is a discount or refund offered to customers who have purchased a product. Full-price selling is the standard selling of products at the listed price, without any discounts or negotiations.

Question 13

Which of the following statements about complaints is true?

Accepted Answer

Complaints are a natural part of any business and cannot be completely eliminated. However, businesses can take steps to reduce the frequency of complaints and handle them properly when they arise. Complaints should not be predominantly attributed to the customer's handling or misuse of the product, as there may be underlying issues with the product or service provided. Handling complaints properly is important throughout the entire partnership, not just during the commitment stage. The statement "Only when complaints are eliminated can a true partnership be formed" is incorrect as a partnership is built on trust and effective communication, which includes addressing and resolving complaints.

Question 14

Sheena,a salesperson for Myra Designer Wear,works closely with a client who retails her products in many major malls and stores.During the expansion phase of the partnering process with this retailer,she should try to maximize her selling opportunities by:

Accepted Answer

The answer of Sheena,a salesperson for Myra Designer Wear,works closely...

Question 15

An excellent way to generate repeat orders is to be present at buying time,but since not all buyers purchase at predictable times,the salesperson can try to be present in the buyer's mind by using:

Accepted Answer

Specialty advertising items can serve as a constant reminder of the salesperson and their product, even when the buyer is not actively purchasing. This can help to keep the salesperson in the buyer's mind and increase the likelihood of repeat orders. Data mining strategies, gatekeepers, and screens may also have some impact on generating repeat orders, but they are not specifically geared towards being present in the buyer's mind.

Question 16

Keith Nixon,a salesperson for Paradise Water Gardens,often calls on Olin Wiley,the owner of Lexington Nurseries for sales meetings.He often helps Wiley plan newspaper ads to take full advantage of the co-op advertising allowance that Lexington earns from Paradise.In this example,Nixon is maximizing his sales opportunity with Lexington by:

Accepted Answer

Keith Nixon is providing expert guidance to Olin Wiley by helping him plan newspaper ads to make the most out of the co-op advertising allowance. This shows that Keith understands the needs of Lexington Nurseries and is providing value-added service, which can lead to increased sales.

Question 17

Which of the following statements about complaints is true?

Accepted Answer

A fair settlement made in the customer's favor helps to resell the company and its products. This statement acknowledges the importance of addressing and resolving complaints in a positive way for the benefit of the company and the customer. The other choices are incorrect.

Question 18

_____ is convincing the customer to use a higher-quality product or a newer product.

Accepted Answer

Upgrading is the act of convincing the customer to use a higher-quality product or a newer product. This can lead to increased sales and customer satisfaction.

Question 19

The first thing a salesperson should do in dealing with a customer's complaint is:

Accepted Answer

The first thing a salesperson should do when dealing with a customer's complaint is to encourage the customer to tell their story. This will help the salesperson understand the problem and the customer's perspective. Once the salesperson has a clear understanding of the issue, they can work on finding a satisfactory solution. It is not helpful to blame another member of the selling firm or focus on determining fault at this stage. The priority should be to listen to the customer and work towards resolving the problem.

Question 20

With _____,the emphasis is on helping the buyer realize the synergy of carrying all associated products of the same brand or manufacturer.

Accepted Answer

Full-line selling is the selling technique where the emphasis is on helping the buyer realize the synergy of carrying all associated products of the same brand or manufacturer. It focuses on selling the entire line of products offered by a company and promoting the benefits of having a complete range of products from a single source.

Quiz 14: Building Long-Term Partnerships

Anton has determined the facts in his customer's complaint.His next step should be to:

Clark,a fellow salesperson,has become very frustrated by his inability to handle customer complaints."Frankly,I don't know what to do when a customer starts telling me about a problem," he says.You should advise Clark to:

Which of the following is a likely reason for a customer complaint?

To improve the likelihood of reorders,a salesperson can:

When Marion convinced a customer to replace his old Pondmaster 1000 aquarium filter with the new and improved Pondmaster 1500,she was engaging in:

Which of the following statements about complaints is FALSE?

Which of the following actions is still necessary after the partnering process reaches the expansion stage?

Which of the following statements about upgrading is true?

Which of the following statements is NOT a guideline to use when determining the facts about a customer complaint?

Full-line selling is the sale of those goods and services which are:

_____ selling is defined as selling the entire line of associated products.

Which of the following statements about complaints is true?

Sheena,a salesperson for Myra Designer Wear,works closely with a client who retails her products in many major malls and stores.During the expansion phase of the partnering process with this retailer,she should try to maximize her selling opportunities by:

An excellent way to generate repeat orders is to be present at buying time,but since not all buyers purchase at predictable times,the salesperson can try to be present in the buyer's mind by using:

Which of the following statements about complaints is true?

_____ is convincing the customer to use a higher-quality product or a newer product.

The first thing a salesperson should do in dealing with a customer's complaint is:

With _____,the emphasis is on helping the buyer realize the synergy of carrying all associated products of the same brand or manufacturer.