Question 1

Charles is visiting one of his retail customers.During his visit,he suggests that the store's sales staff should mention to every customer that buys tires to have the tires balanced (an additional service that the retailer charges).What would you call Charles' suggestion that may directly lead to better service and increased revenue for the retailer?

Accepted Answer

Charles' suggestion of mentioning tire balancing to every customer who buys tires is an example of cross-selling, where the retailer offers additional services or products to complement the customer's purchase. This can lead to increased revenue for the retailer while providing better service to the customer. Option A, aggressive sales approach, and option D, assertiveness technique, have a negative connotation and do not fit the scenario described. Option B, bundle sale package, and option E, the SELL sequence, also do not accurately describe Charles' suggestion.

Question 2

Which of the following activities is NOT an activity a CRM system will do for you?

Accepted Answer

The answer of Which of the following activities is NOT...

Question 3

One month after selling a new photocopier to a major company and just prior to that company's month end ordering deadline,Amanda called the office manager to announce the price deals that she had on photocopier paper.What activity is Amanda engaging in?

Accepted Answer

Amanda is engaging in cross-selling by offering additional products (photocopier paper) to a customer who has already made a purchase (photocopier). This can help increase revenue and strengthen the relationship with the customer.

Question 4

Service refers to the process that buyers provide to satisfy customers.

Accepted Answer

Service refers to the process that sellers provide to satisfy customers.

Question 5

Which of the following are good principles all professional sales people should follow?

Accepted Answer

All of the principles listed here are important for professional salespeople to follow in building and maintaining strong customer relationships. Keeping clients' interests front and center ensures that sales activities are focused on meeting buyers' needs, while providing service above and beyond expectations helps to establish a reputation for quality and reliability. Working hard to satisfy existing customers is essential for generating repeat business and building loyalty, and treating customers with respect and deference is always a sound principle to follow.

Question 6

Which of the following tools can be used for customer follow-up and service?

Accepted Answer

All the listed tools can be used for customer follow-up and service, as social media platforms like Facebook, LinkedIn, and Twitter allow for direct interaction with customers, while CRM systems are specifically designed for managing customer relationships.

Question 7

What do purchasing agents expect of business salespeople?

Accepted Answer

All of these choices are correct. Purchasing agents expect the salespeople to plan their sales calls, be truthful, follow through after the sale, speak well of others including competitors, and think of themselves as professionals and act as one. Salespeople who meet these expectations are likely to build better relationships with purchasing agents and increase sales.

Question 8

What should a salesperson ask themselves when critiquing a dialogue during a post-call analysis?

Accepted Answer

All of these choices are important to consider during a post-call analysis. Did the salesperson effectively communicate the key features, advantages, and benefits of the product or service? Did they handle objections well? Did they attempt to close the sale by using trial closes or asking for commitment? These are all important elements to evaluate in order to improve future sales interactions.

Question 9

What should a salesperson who is a true professional do?

Accepted Answer

The answer of What should a salesperson who is a...

Question 10

Which of the following terms describes the process of using a CRM system to flag customers who have bought merchandise that could benefit from additional products and services offered by your company?

Accepted Answer

Cross-selling is the practice of offering existing customers complementary or additional products or services to what they have already purchased. Using a CRM system to identify customers who may benefit from cross-selling is a common practice to increase revenue and customer engagement. Prospecting and qualifying are related to identifying and evaluating new potential customers, while aggressiveness and desperation are not related to this process.

Question 11

Joanne summarizes her strategy to retain and/or grow the client she has just visited.What is Joanne performing?

Accepted Answer

Joanne is reviewing the outcome of her sales call to determine how she can improve her performance with this client and retain/grow their business. This is known as post-call analysis.

Question 12

What may a salesperson do to add credibility to an email follow-up?

Accepted Answer

The answer of What may a salesperson do to add...

Question 13

A salesperson just noticed he lost an important client to the competition.He decides to do all of the following: Visit the business to investigate,remain professional and friendly while engaging the lost client to determine why he lost the business.What behaviour is this salesperson demonstrating?

Accepted Answer

The answer of A salesperson just noticed he lost an...

Question 14

Which one of the following is one of the "Seven Deadly Sins of Business Selling"?

Accepted Answer

Unlimited optimism can cause a salesperson to overlook potential risks and obstacles, leading to poor decision-making and ultimately a failed sale. The "Seven Deadly Sins of Business Selling" are common mistakes made by salespeople that can negatively impact their success. The other options listed are not part of the sins.

Question 15

The three levels of customer relationship selling are; Transactional selling,relationship selling,and partnering.

Accepted Answer

The statement is true. The three levels of customer relationship selling are transactional selling, relationship selling, and partnering.

Question 16

Which of the following would you NOT include in a business sales professional checklist of "Dos"?

Accepted Answer

Identifying only a specific group of product users and focusing solely on them may limit potential opportunities for sales. It is important to identify all possible customers and tailor your approach to their needs.

Question 17

What term describes the ability to work and contact people throughout the account and discuss your products?

Accepted Answer

Account penetration refers to the ability to work with and contact people throughout the account, which allows for discussions about different products. It is an important aspect of sales that can help increase revenue and build strong relationships with customers. Follow up is also important, but it specifically refers to checking in with customers after a sale has been made. Being bothersome is not a desirable trait in sales. Market penetration refers to the process of expanding into new markets, rather than working with existing customers. Troubleshooting is unrelated to this term.

Question 18

Organizations engaged in multiple mail-outs,phone calls and follow ups using many sales people often deploy what kind of technology to coordinate these activities?

Accepted Answer

CRM (Customer Relationship Management) systems are designed to streamline sales and customer management processes, including managing and tracking email campaigns, phone calls, and follow-ups by multiple salespeople. A CRM system can also help analyze customer interactions and data to improve sales strategies and increase productivity.

Question 19

Which of the following is NOT an appropriate reason to follow up with a client?

Accepted Answer

Following up with a client purely to meet an activity requirement of your company can come off as insincere and may not be well received by the client. All other options involve providing value to the client in some form or another.

Question 20

Sammy is on a plane about to land in Vancouver and thinks of a solution to one of his customer's problems back in Ottawa.What should Sammy do?

Accepted Answer

Calling his Ottawa customer at the first chance he gets is the best choice as it allows him to address the problem in a timely and efficient manner without having to leave his current location in Vancouver.

Quiz 12: Follow-Up Maintain and Strengthen the Relationship