Question 1

Suppose you're a salesperson for a beer and wine distributor. One of your customers has just finished telling you they are unhappy because their last order contained several broken bottles. What should you do after expressing empathy and taking responsibility for the problem?
A) Offer the customer a discount on avoids next order.
B) Reimburse the customer for the broken bottles.
C) Ask the customer what he/she would like you to do.
D) Allow the customer to the vent.
E) Both a and to b

Accepted Answer

C

Question 2

Suppose you are a salesperson for an office supply company. One of your customers left you a message indicating that they were unhappy about the last order they received. While on your way to visit the customer to discuss the problem, you decide to review your procedure for handling complaints. What is the first thing you need to do to resolve customer's complaint?
A) Ask the customer what he/she would like you do.
B) Ask the customer to explain the problem and then listen carefully to get the whole story.
C) Offer the customer a discount on their next order.
D) Inform the customer that you will not charge them for the order.
E) None of the above are correct.

Accepted Answer

The first thing you need to do to resolve a customer's complaint is to ask the customer to explain the problem and then listen carefully to get the whole story. This shows that you care about their problem and are willing to work on finding a solution. Once you have a clear understanding of the issue, you can discuss possible solutions with the customer, which may include offering a discount or refund. However, it is important to listen first before offering any solutions.

Question 3

Which of the following is not one of the steps for handling complaints?
A) Get the whole story
B) Ask the customer what he/she would like you to do
C) Gain agreement on a solution
D) Follow through on all promises
E) All the above are steps for handling complaints

Accepted Answer

All of the listed options are steps for handling complaints, so there is no option that is not one of those steps.

Question 4

Suppose you are salesperson for FedEx. Which of the following actions would you take to ensure you are made aware of any concerns your customers may have?
A) Meet with your customers periodically, even after a sale.
B) Encourage your customers to be candid with you.
C) Meet with your customer service department twice a year to check for customer complaints.
D) Make sure you address and resolve all concerns so that customers will feel more confident about airing subsequent concerns.
E) A, B, and D are correct

Accepted Answer

All three options are important for ensuring that a salesperson is made aware of any concerns their customers may have. Meeting with customers periodically allows the salesperson to build relationships, gather feedback, and address any concerns or issues. Encouraging customers to be candid creates a more open and honest dialogue, allowing the salesperson to better understand their needs and concerns. Finally, addressing and resolving concerns helps build trust and confidence in the salesperson and the company, which encourages customers to share future concerns or issues. Meeting with the customer service department can also be helpful, but it should not be the only way for a salesperson to gather feedback and address concerns.

Question 5

Even though salespeople rarely are responsible for installation, why might it be helpful for salespeople to be present when their products are being installed?
A) This allows the salesperson the opportunity to sell the customer additional products.
B) Installation teams usually do not possess the same relational skills that salespeople do.
C) The salesperson may have to cover up installation or order processing mistakes.
D) The salesperson can immediately answer questions or concerns the buyer may have as a result of installation.
E) Both b and d are correct.

Accepted Answer

The answer of Even though salespeople rarely are responsible for...

Question 6

Which of the following is not one of the specific components of effective follow-up?
A) Interact
B) Connect
C) Know
D) Relate
E) Encourage

Accepted Answer

The answer of Which of the following is not one...

Question 7

Which of the following is not one of the steps for handling complaints?
A) Get the whole story
B) Ask the customer to provide a written summary of the problem
C) Ask the customer what he/she would like you to do
D) Gain agreement on a solution
E) Follow through on all promises

Accepted Answer

Asking the customer to provide a written summary of the problem may not always be necessary or practical. The other steps listed (getting the whole story, asking the customer what they want, gaining agreement on a solution, and following through on promises) are standard steps in handling complaints.

Question 8

Which of the following is not one of the ways salespeople can convert new customers into highly committed lifetime customers.
A) Building goodwill by continually adding value to the product or service through appropriate follow-up.
B) Handling complaints in a timely and thoughtful manner.
C) Processing requests for rush deliveries willingly and assuring the customer that the salesperson will do everything possible to make that request happen.
D) Make sure to discount the price of the product as much as possible without realizing and net loss.
E) All of the above are correct.

Accepted Answer

Discounting the price of the product as much as possible without realizing a net loss may actually harm the profitability of the business and is not a sustainable strategy for developing highly committed lifetime customers. The other options listed are effective ways to build customer loyalty and increase retention.

Question 9

Which of the following is not one of the recommended partnership enhancement activities?
A) Train customer personnel
B) Resolve complaints
C) Follow-up daily
D) Correct billing errors
E) Expedite orders

Accepted Answer

The answer of Which of the following is not one...

Question 10

Which of the following components of effective follow-up reflects a salesperson's actions that create and maintain contact with influential (related to the purchasing decision) people in the buying organization.
A) Interact
B) Connect
C) No
D) Relate
E) Encourage

Accepted Answer

"Connect" reflects a salesperson's ability to establish and maintain communication with influential people in the buying organization.

Question 11

Which of the following methods of post sale follow-up is probably most effective?
A) A personal visit
B) Phone call
C) E-mail
D) Handwritten note
E) Both b and d are correct

Accepted Answer

The answer of Which of the following methods of post...

Question 12

Which of the following is the best method for reducing customer complaints a salesperson can utilize?
A) Manage customer expectations (e.g., don't over promise)
B) Follow up daily or even hourly with the order fulfillment department
C) Offer the customer discount at the first sign of trouble to
D) Avoid contacting the customer until several weeks after the product is delivered
E) Both b and c are correct

Accepted Answer

Managing customer expectations is the best way to prevent complaints in the first place. By not overpromising and setting realistic expectations, customers are less likely to be disappointed and file a complaint. Following up with order fulfillment and offering discounts may help address existing complaints, but preventing them in the first place is ideal. Option D is not a good option as waiting several weeks after delivery to contact the customer may exacerbate any issues they may have had.

Question 13

When a post-sale customer complaint arises, the salesperson should:
A) Find out who's responsible for the problem and subsequently inform the buyer.
B) Reassure the customer that their complaints or concerns are minor.
C) Accept responsibility for the problem regardless of who in the selling organization is at fault.
D) Take immediate steps to correct the problem.
E) Both c and d are correct.

Accepted Answer

The salesperson should accept responsibility for the problem and take immediate steps to correct it. This shows the customer that the salesperson truly cares about their satisfaction and is willing to take ownership of the problem, even if it was caused by someone else in the organization. Simply reassuring the customer that their concerns are minor or trying to deflect blame onto someone else is not the best approach.

Question 14

Suppose you're a salesperson for an industrial machine manufacturer. How can you demonstrate to your customers your commitment to building mutually satisfying long-term relationships?
A) When they place an order, be sure to show sincere gratitude and then assure the customer that you'll be back when it's time for them to make another purchase.
B) Avoid calling on the customers unless you have something you think they'd be interested in purchasing.
C) Follow-up with your customers on a regular basis and be especially attentive after they've placed an order.
D) Avoid talking with anybody else in the organization other than the buyer.
E) All the above are correct.

Accepted Answer

Following up with customers on a regular basis and being attentive after they've placed an order is a strong way to demonstrate commitment to building long-term relationships. This shows the customer that you care about their satisfaction and are committed to their success. A sincere gratitude upon ordering is also a good practice to establish a positive relationship. Avoiding communication or only talking to the buyer while ignoring other members of the customer's organization (Choice D) can harm the relationship, and only reaching out when you have something to sell (Choice B) seems insincere.

Question 15

When handling customer complaints it is important to ask of the buyer what he/she would like to have happen in order to resolve the issue. By doing this, the salesperson:
A) Avoids proposing an insufficient solution.
B) Avoids proposing a solution that over-compensates for the problem.
C) Will understand what the buyer wants to correct the problem.
D) Is more likely to gain the customer's agreement to the solution if it is viable.
E) All of the above.

Accepted Answer

By asking the buyer what they would like to have happen in order to resolve the issue, the salesperson can avoid proposing a solution that is insufficient or over-compensates for the problem. Additionally, this approach ensures that the salesperson understands exactly what the buyer wants to correct the problem, and is more likely to gain the customer's agreement to a solution if it is viable. Therefore, all of the above options are important benefits of this approach.

Question 16

Which of the following are post sale follow-up methods available to salespeople for providing useful information to their customers?
A) A personal visit
B) Phone call
C) E-mail
D) Handwritten note
E) All the above

Accepted Answer

All of the above methods - personal visit, phone call, email, and handwritten note - are viable options for post sale follow-up. It ultimately depends on the preferences of the customer and the nature of the relationship between the salesperson and the customer. Providing multiple options allows the salesperson to cater to different communication styles and preferences.

Question 17

Suppose you are a salesperson for a corporate jet manufacturer. You know from experience that after placing an order most customers will have questions or concerns. Which of the following post sale follow-up methods are appropriate for you to utilize?
A) A personal visit
B) Phone call
C) E-mail
D) Handwritten note
E) Both a and b are correct

Accepted Answer

A personal visit allows for a more personal touch and can help address any concerns or questions face to face. A phone call is also appropriate as it allows for immediate communication and can help address any issues quickly. E-mail and handwritten notes can also be used, but may not be as effective in addressing immediate concerns. Utilizing both a personal visit and phone call can provide a more comprehensive follow-up approach.

Question 18

Which of the following components of effective follow-up reflects a salesperson's actions that maximize the number of critical encounters with buyers in order to encourage effective dialogue?
A) Interact
B) Connect
C) No
D) Relate
E) Encourage

Accepted Answer

The component that reflects a salesperson's actions that maximize the number of critical encounters with buyers in order to encourage effective dialogue is "Interact." Interacting allows the salesperson to have meaningful conversations with the buyer, ask the right questions, and provide helpful information that can lead to a successful sale. Connecting, relating, and encouraging are also important components of effective follow-up, but they do not necessarily focus on increasing the number of critical encounters. "No" is an irrelevant option.

Question 19

With respect to customer training, salespeople should
A) Leave the training to the training experts.
B) Encourage customers to provide their own training.
C) Always use it as a bargaining tool when trying to get the buyer to make a purchase.
D) Be involved either directly or indirectly in the training process unless otherwise specified by the customer.
E) None of the above are correct.

Accepted Answer

Salespeople should be involved in the customer training process unless the customer specifies otherwise. This shows the salesperson's commitment to the customer and helps ensure that the customer is using the product correctly, leading to higher levels of customer satisfaction and repeat business. A and B are incorrect as salespeople should be involved in the training process to ensure the customer is using the product correctly. C is incorrect as customer training should not be used as a bargaining tool, but rather as a value-added service.

Question 20

Which of the following is accurate regarding the impact of technology on customer relationship management?
A) Buyers can place orders without the salesperson's involvement.
B) Buyers may have continuous real-time access to the selling organization.
C) Salespeople are more readily able to analyze customer information.
D) Salespeople have more timely, and perhaps expanded, access to their companies records and interactions (e.g., customer service, order fulfillment, etc,) concerning their customers.
E) All of the above are accurate.

Accepted Answer

All of the options are accurate regarding the impact of technology on customer relationship management. Buyers can place orders without the salesperson's involvement, have continuous real-time access to the selling organization, and salespeople are more readily able to analyze customer information. Additionally, salespeople have more timely and expanded access to their companies' records and interactions concerning their customers, such as customer service and order fulfillment.

Quiz 9: Expanding Customer Relations

Suppose you're a salesperson for a beer and wine distributor. One of your customers has just finished telling you they are unhappy because their last order contained several broken bottles. What should you do after expressing empathy and taking responsibility for the problem?

Which of the following is not one of the steps for handling complaints?

Suppose you are salesperson for FedEx. Which of the following actions would you take to ensure you are made aware of any concerns your customers may have?

Even though salespeople rarely are responsible for installation, why might it be helpful for salespeople to be present when their products are being installed?

Which of the following is not one of the specific components of effective follow-up?

Which of the following is not one of the steps for handling complaints?

Which of the following is not one of the ways salespeople can convert new customers into highly committed lifetime customers.

Which of the following is not one of the recommended partnership enhancement activities?

Which of the following components of effective follow-up reflects a salesperson's actions that create and maintain contact with influential (related to the purchasing decision) people in the buying organization.

Which of the following methods of post sale follow-up is probably most effective?

Which of the following is the best method for reducing customer complaints a salesperson can utilize?

When a post-sale customer complaint arises, the salesperson should:

Suppose you're a salesperson for an industrial machine manufacturer. How can you demonstrate to your customers your commitment to building mutually satisfying long-term relationships?

When handling customer complaints it is important to ask of the buyer what he/she would like to have happen in order to resolve the issue. By doing this, the salesperson:

Which of the following are post sale follow-up methods available to salespeople for providing useful information to their customers?

Suppose you are a salesperson for a corporate jet manufacturer. You know from experience that after placing an order most customers will have questions or concerns. Which of the following post sale follow-up methods are appropriate for you to utilize?

Which of the following components of effective follow-up reflects a salesperson's actions that maximize the number of critical encounters with buyers in order to encourage effective dialogue?

With respect to customer training, salespeople should

Which of the following is accurate regarding the impact of technology on customer relationship management?