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| 1 | |
For most salespeople, increases in sales from one year to the next are due to: |
| | A) | prospecting. |
| | B) | increased revenue from existing customers. |
| | C) | opening new accounts. |
| | D) | price concessions. |
| | E) | all of the above. |
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| 2 | |
Which of the following is NOT one of the stages in a business partnership? |
| | A) | dissolution |
| | B) | commitment |
| | C) | congregating |
| | D) | exploration |
| | E) | expansion |
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| 3 | |
The stage in the building of business partnerships when reorders, upgrades, and full-line selling occur is called: |
| | A) | recognition. |
| | B) | expansion. |
| | C) | exploration. |
| | D) | commitment. |
| | E) | insight. |
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| 4 | |
The first _______ a salesperson should perform after the sale is a call to say thank you and to check whether the product is working appropriately. |
| | A) | recognition |
| | B) | need recognition exercise |
| | C) | upgrade |
| | D) | commitment |
| | E) | follow-up |
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| 5 | |
Which of the following is a likely reason for a customer complaint? |
| | A) | salesperson caused buyer's expectations to be too high |
| | B) | terms of the sales contract were not met |
| | C) | product performs poorly |
| | D) | product is being used improperly by the customer |
| | E) | all of the above |
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| 6 | |
Which of the following is NOT one of the four techniques for responding to customer complaints? |
| | A) | offer a satisfactory solution |
| | B) | determine the facts |
| | C) | follow through with action |
| | D) | solicit input from other customers |
| | E) | encourage the customer to tell his or her whole story |
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| 7 | |
Regina encounters her first irate customer. She has been warned that this will happen and knows she should: |
| | A) | call back if the customer hangs up. |
| | B) | treat the customer the way you would like to be treated. |
| | C) | not justify, excuse or blame others. |
| | D) | prove she has listened. |
| | E) | all of the above. |
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| 8 | |
Greg calls on a customer and is told the machine he sold them is not working properly. To address the problem Greg could: |
| | A) | replace the product without cost to the customer. |
| | B) | replace the product and share the cost with the customer. |
| | C) | instruct the customer on how to proceed with a claim against a third party. |
| | D) | send the product to the factory for a decision. |
| | E) | Any of the above. |
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| 9 | |
Henriette is confronted by an irate customer, one who seems impossible to satisfy. When considering what to do, Henriette will likely consider: |
| | A) | What is the dollar value of the customer's claim? |
| | B) | How often has this customer made claims? |
| | C) | How will the action taken affect other customers? |
| | D) | Would I be better off without this customer? |
| | E) | Any or all of the above. |
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| 10 | |
Salespeople know customers voice about ________ percent of their concerns. |
| | A) | 50 |
| | B) | 100 |
| | C) | 5 |
| | D) | 25 |
| | E) | 110 |
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| 11 | |
Belinda has just taken over a new sales territory from another sales rep. As she gets to know the current customers, Belinda will attempt to maximize sales by: |
| | A) | generating reorders. |
| | B) | upgrading. |
| | C) | full-line selling. |
| | D) | cross-selling. |
| | E) | all of the above. |
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| 12 | |
Melanie keeps track of her customers' buying cycles, helps service her company's products, provides expert guidance, and special assistance. By doing these things, Melanie will likely______________ from her customers. |
| | A) | generating reorders |
| | B) | capture corporate culture |
| | C) | scope change |
| | D) | increase dissatisfaction |
| | E) | discourage sales |
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| 13 | |
Selling customers the entire line of associated products is called: |
| | A) | generating reorders. |
| | B) | upgrading. |
| | C) | full-line selling. |
| | D) | cross-selling. |
| | E) | cross-cut selling. |
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| 14 | |
Harold's company has become a _____________ to General Motors, meaning the company will be assured of a large percentage of General Motor's business and will get first opportunity for new business. |
| | A) | champion |
| | B) | preferred supplier |
| | C) | limited-line seller |
| | D) | out supplier |
| | E) | market data interchanger |
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| 15 | |
Jenny really wants her company to switch to the Linux operating system. She sent a memo to the IT department outlining the benefits and savings to the company if they make this change. She also invited Linux-compatible software salespeople to make presentations to her department. Jenny is acting as a __________ for Linux. |
| | A) | champion |
| | B) | decision-maker |
| | C) | sales rep |
| | D) | change agent |
| | E) | Dilbert |
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