Question 1

_____ refers to a salesperson's ability to work and contact people throughout an account,to discuss a product.
A) Order taking
B) Sales power
C) Account accessibility
D) Customer satisfaction
E) Account penetration

Accepted Answer

The ability to work and contact people throughout the account, discussing your products, is referred to as account penetration. Successful penetration of an account allows you to properly service that account by uncovering its needs and problems.

Question 2

Successful account penetration:
A) requires a salesperson to develop a third-level business friendship with members of the buying center.
B) makes gatekeepers and influencers nonessential members of the buying center.
C) leads to greater chance of maximizing sales within the account.
D) can only occur with new-task buying.
E) relies on team selling.

Accepted Answer

The ability to work and contact people throughout the account, discussing your products, is referred to as account penetration. As a general rule, the greater your account penetration, the greater your chances of maximizing sales within the account.

Question 3

Which of the following measures is NOT used to determine how well a salesperson has penetrated an account?
A) Number of referrals earned from the account
B) Product distribution within the account
C) Sales growth in the account
D) Advertising activity
E) Allotted shelf space

Accepted Answer

Account penetration is determined by product distribution, sales growth, advertising and display activity, and shelf space. The number of referrals earned is irrelevant to account penetration.

Question 4

As a salesperson,part of your job in handling a customer complaint is to do all of the following EXCEPT:
A) obtaining relevant information from the customer.
B) expressing sincere regret for the customer's problem.
C) handling the complaint quickly and efficiently.
D) following up to make sure the customer is satisfied.
E) pointing out the poor service offered by competitors.

Accepted Answer

When handling complaints a salesperson should gather information from the customer, express regret, handle the complaint quickly, and follow up with the client. Highlighting problems with the competition will not resolve the problem.

Question 5

When is a customer most likely to make a complaint?
A) The product has been backordered.
B) The product has more features than expected.
C) The customer received a larger discount than expected.
D) The product quality is better than expected.
E) The product arrived on the date specified in the contract.

Accepted Answer

A customer would most likely complain if product was backordered. Products with unexpected features or that are delivered on time will most likely not cause complaints.

Question 6

A salesperson should consider _____ when determining how often to call on an account.
A) present and potential sales to the account
B) the gender and age of the customer
C) number of employees in the organization
D) the account's mission statement
E) the company's revenue figures for the previous year

Accepted Answer

The salesperson determines the frequency of calls based on present and future sales, servicing requirements, and the number of product lines sold. Factors about the organization are less relevant to the decision.

Question 7

A photocopier salesperson is trying to determine how often he should call on a new account in order to provide proper service.He most likely has to consider all of the following EXCEPT:
A) present and potential sales.
B) servicing needs of purchased products.
C) number of product lines sold to the account.
D) number of orders expected annually from the account.
E) the necessity and cost of overnight travel to visit the account.

Accepted Answer

The salesperson determines the frequency of calls based on present and future sales, servicing requirements, and the number of product lines sold. The need and expense of travel is less relevant to the decision to provide customer service.

Question 8

In general,the greater your account penetration,____.
A) the greater your chances of maximizing sales within the account.
B) the greater your ability to control the customer and future sales.
C) the greater your ability to overcome customer objections.
D) the lower the possibility of relationship selling.
E) the lower the possibility of a repeat purchase.

Accepted Answer

The ability to work and contact people throughout the account, discussing your products, is referred to as account penetration. As a general rule, the greater your account penetration, the greater your chances of maximizing sales within the account.

Question 9

After losing a client to a competitor,a salesperson should most likely strive to:
A) call the customer every day to schedule a sales presentation.
B) criticize competitors during a meeting with the customer.
C) request an arbitrator to negotiate a new contract.
D) determine the reason for losing the account.
E) categorize the client as an orphan account.

Accepted Answer

A salesperson who loses an account should contact the buyer and friends within the account to determine why the customer dropped the account. Criticizing the competitor is unprofessional.

Question 10

Which of the following is NOT a reason why a customer might be dissatisfied with a product?
A) Product was not delivered by the specified date.
B) Product delivered was different from the one ordered.
C) The product performed an additional, unadvertised function.
D) Customer believed the product could perform a function that it cannot.
E) Discounts offered by the salesperson were not given by the manufacturer.

Accepted Answer

Products are typically returned because the wrong product was delivered or delivery was late. It would be a benefit for a customer if a product included additional features.

Question 11

The most productive number of sales calls to make to a customer has been reached when:
A) demand equals supply.
B) additional calls do not result in additional sales.
C) marginal cost equals marginal revenue.
D) the salesperson works five full days per week.
E) the total cost of sales calls equals the value of business from that customer.

Accepted Answer

A salesperson should invest sales time in direct proportion to the actual or potential sales represented by each account. The most productive number of calls is reached at the point at which additional calls do not increase sales to the customer. This relationship of sales volume to sales calls is referred to as the response function of the customer to the salesperson's calls.

Question 12

Monica,an electrical parts salesperson,lost one of her big accounts to a competitor.It would be appropriate for Monica to respond in all of the following ways EXCEPT by:
A) visiting the customer quickly and finding out why the change was made.
B) expressing appreciation to the customer for past business transactions.
C) pointing out the flaws and high prices of competing products.
D) treating the former customer as a prospect by making calls.
E) communicating an interest in meeting future needs.

Accepted Answer

The salesperson should find out why she lost the account and show appreciation for past business without being rude. At this point, the salesperson should treat the customer like a prospect and try to win the business back.

Question 13

You have completed the sales call and are no longer with the client.What should be your immediate next step?
A) Meet with your sales lead club
B) Identify the competition
C) Evaluate the sales call
D) Contact new referrals
E) Plan a follow-up call

Accepted Answer

Planning, implementation, and evaluation are the components of the circular relationship. After a salesperson has planned and implemented a sales call, the next step is to evaluate it.

Question 14

Ben is a salesperson for a company that manufactures gardening equipment.Why does Ben most likely insist on mailing his retail customers,birthday,holiday,and special occasion cards containing seed packs?
A) To encode his message of service
B) To show his appreciation of his customers
C) To create word-of-mouth advertising
D) To express non-verbal communication
E) To meet customers' supply needs

Accepted Answer

Ben sends cards with seed packets to express appreciation to his customers. Ben's customers contribute to his success, so he is showing gratitude for their business.

Question 15

When determining how frequently to call a customer,a salesperson should primarily base the decision on the relationship between sales volume and sales calls,which is known as the:
A) prospecting component.
B) sales investment factor.
C) account penetration.
D) response function.
E) opportunity cost.

Accepted Answer

A salesperson should invest sales time in direct proportion to the actual or potential sales represented by each account. The most productive number of calls is reached at the point at which additional calls do not increase sales to the customer. This relationship of sales volume to sales calls is referred to as the response function of the customer to the salesperson's calls.

Question 16

To show how much he appreciates the business of a regular customer,Claude,a software salesperson,should do all of the following EXCEPT:
A) send information about problems with competing products.
B) call the customer when he solves a problem for the customer.
C) send greeting cards for birthdays and other special occasions.
D) write congratulatory notes to customers who receive awards.
E) e-mail information to customers about relevant product modifications.

Accepted Answer

Claude should show appreciation by contacting customers when he solves a problem, sending cards and notes, and e-mailing information related to product changes.IT would be unprofessional of Claude to send the client negative information about a competitor.

Question 17

Charles Landon sells software to large manufacturing firms.He strives to convert prospects into customers.After customers have purchased from Charles,what is the LEAST likely action he should take if he wants to ensure future sales?
A) Keeping service promises
B) Increasing account penetration
C) Contacting the account regularly
D) Asking about the prices offered by competitors
E) Providing the customer with problem-solving ideas

Accepted Answer

Charles should uphold his promises, focus on account penetration, contact the account regularly, and offer problem-solving suggestions. It would be unprofessional for Charles to try to find out the prices of a competitor.

Question 18

According to the text,nothing destroys a relationship with a customer faster than:
A) not selecting the appropriate method of sales presentation.
B) not accurately identifying a customer's needs.
C) not achieving sufficient account penetration.
D) not offering the lowest prices.
E) not following through on promises.

Accepted Answer

Nothing destroys a relationship with a customer faster than not following through on promises. Professional buyers do not tolerate promises made and subsequently broken.

Question 19

Rick Lee delivers milk,eggs,cottage cheese and orange juice to 200 regular customers weekly.Imagine that after he made a predawn delivery,a dog spilled the milk and broke the eggs.When the customer calls to complain,Lee should:
A) blame the dog.
B) ignore the complaint.
C) replace the food quickly.
D) call local animal control.
E) refer the customer to another dairy firm.

Accepted Answer

Rick should handle the complaint quickly by providing a new supply of milk and making sure the customer is satisfied. Blaming others or dropping the customer is unprofessional.

Question 20

It is said that "The customer is always right." But according to the text the customer is wrong when:
A) demanding fast delivery of a product.
B) requesting a refund for damaged goods.
C) lodging an unfounded complaint.
D) asking for a manufacturer's discount.
E) requesting terms that harm the seller.

Accepted Answer

A customer is dishonest and not right when trying to gain terms that harm the seller and benefit the buyer. In most cases the customer is always right, such as wanting fast delivery, a refund for damaged goods, or a discount. Sometimes a customer makes an honest complaint that is incorrect, at which time the salesperson should make a fair settlement to avoid losing an account.

Quiz 14: Service and Follow-Up for Customer Retention

_____ refers to a salesperson's ability to work and contact people throughout an account,to discuss a product.

Successful account penetration:

Which of the following measures is NOT used to determine how well a salesperson has penetrated an account?

As a salesperson,part of your job in handling a customer complaint is to do all of the following EXCEPT:

When is a customer most likely to make a complaint?

A salesperson should consider _____ when determining how often to call on an account.

A photocopier salesperson is trying to determine how often he should call on a new account in order to provide proper service.He most likely has to consider all of the following EXCEPT:

In general,the greater your account penetration,____.

After losing a client to a competitor,a salesperson should most likely strive to:

Which of the following is NOT a reason why a customer might be dissatisfied with a product?

The most productive number of sales calls to make to a customer has been reached when:

Monica,an electrical parts salesperson,lost one of her big accounts to a competitor.It would be appropriate for Monica to respond in all of the following ways EXCEPT by:

You have completed the sales call and are no longer with the client.What should be your immediate next step?

Ben is a salesperson for a company that manufactures gardening equipment.Why does Ben most likely insist on mailing his retail customers,birthday,holiday,and special occasion cards containing seed packs?

When determining how frequently to call a customer,a salesperson should primarily base the decision on the relationship between sales volume and sales calls,which is known as the:

To show how much he appreciates the business of a regular customer,Claude,a software salesperson,should do all of the following EXCEPT:

Charles Landon sells software to large manufacturing firms.He strives to convert prospects into customers.After customers have purchased from Charles,what is the LEAST likely action he should take if he wants to ensure future sales?

According to the text,nothing destroys a relationship with a customer faster than:

Rick Lee delivers milk,eggs,cottage cheese and orange juice to 200 regular customers weekly.Imagine that after he made a predawn delivery,a dog spilled the milk and broke the eggs.When the customer calls to complain,Lee should:

It is said that "The customer is always right." But according to the text the customer is wrong when: