Question 1

The four sequential components of effective follow-up include Interact, _____________, Know, and Relate.

Accepted Answer

The answer of The four sequential components of effective follow-up...

Question 2

One of the relationship enhancers discussed in the text used to take _______________ for problems.

Accepted Answer

The answer of One of the relationship enhancers discussed in...

Question 3

An organizations dedicated and proprietary computer network offering password-controlled access to people within and outside the organization is referred to as a/an _______________.

Accepted Answer

The answer of An organizations dedicated and proprietary computer network...

Question 4

One way to for salespeople to take their relationships with their customers to a higher level is to expand ____________ involvement.

Accepted Answer

The answer of One way to for salespeople to take...

Question 5

Resilience and shrewdness are important characteristics for salespeople to have when dealing with customer complaints.

Accepted Answer

The answer of Resilience and shrewdness are important characteristics for...

Question 6

Superior service quality is becoming an increasingly popular strategy for differentiation among many organizations.

Accepted Answer

This statement is true. Many organizations are recognizing the importance of providing high quality service as a way to set themselves apart from competitors and win the loyalty of customers.

Question 7

One of the relationship enhancers discussed in the text is to focus on the_________ term.

Accepted Answer

The answer of One of the relationship enhancers discussed in...

Question 8

____________refers to the process of improving a product or service for the customer.

Accepted Answer

The answer of ____________refers to the process of improving a...

Question 9

______________refers to proprietary computer networks created by an organization for use by the organization's customers or suppliers and linked to the organization's internal systems, information databases, and intranet.

Accepted Answer

The answer of ______________refers to proprietary computer networks created by...

Question 10

The fourth component of effective follow-up is ________________. This refers to the salesperson applying relevant understanding and insight to create value-added interactions.

Accepted Answer

The answer of The fourth component of effective follow-up is...

Question 11

As for the salesperson to call sporadically, a relationship enhancer is for the salesperson to call_____________.

Accepted Answer

The answer of As for the salesperson to call sporadically,...

Question 12

Each time a customer interacts with a member of the selling organization it is referred to as a moment of truth.

Accepted Answer

A moment of truth is any point at which a customer interacts with the selling organization and forms an impression of it.

Question 13

One of discussed in a text is to over-promise and______________.

Accepted Answer

The answer of One of discussed in a text is...

Question 14

A salesperson should refrain from showing anger toward a customer unless the customer displays anger first.

Accepted Answer

The answer of A salesperson should refrain from showing anger...

Question 15

One of the ways to ensure customer satisfaction is to provide ______________information.

Accepted Answer

The answer of One of the ways to ensure customer...

Question 16

By providing useful ____________, the salesperson is demonstrating a commitment to the buyer.

Accepted Answer

The answer of By providing useful ____________, the salesperson is...

Question 17

The salesperson attempting to maximize the number of critical encounters with buyers in order to encourage effective dialogue is pursuing _______________, one of the four sequential components of effective follow-up?

Accepted Answer

The answer of The salesperson attempting to maximize the number...

Question 18

____________refers to the salespersons ability to maintain contact with multiple individuals in the buying organization influencing purchase.

Accepted Answer

The answer of ____________refers to the salespersons ability to maintain...

Question 19

______________refers to the process of converting new customers into lifetime customers by continually adding value to the product.

Accepted Answer

The answer of ______________refers to the process of converting new...

Question 20

Resilience and shrewdness are important characteristics for salespeople to have when dealing with customer complaints.

Accepted Answer

The answer of Resilience and shrewdness are important characteristics for...

Quiz 9: Expanding Customer Relations

The four sequential components of effective follow-up include Interact, _____________, Know, and Relate.

One of the relationship enhancers discussed in the text used to take _______________ for problems.

An organizations dedicated and proprietary computer network offering password-controlled access to people within and outside the organization is referred to as a/an _______________.

One way to for salespeople to take their relationships with their customers to a higher level is to expand ____________ involvement.

Resilience and shrewdness are important characteristics for salespeople to have when dealing with customer complaints.

Superior service quality is becoming an increasingly popular strategy for differentiation among many organizations.

One of the relationship enhancers discussed in the text is to focus on the_________ term.

____________refers to the process of improving a product or service for the customer.

______________refers to proprietary computer networks created by an organization for use by the organization's customers or suppliers and linked to the organization's internal systems, information databases, and intranet.

The fourth component of effective follow-up is ________________. This refers to the salesperson applying relevant understanding and insight to create value-added interactions.

As for the salesperson to call sporadically, a relationship enhancer is for the salesperson to call_____________.

Each time a customer interacts with a member of the selling organization it is referred to as a moment of truth.

One of discussed in a text is to over-promise and______________.

A salesperson should refrain from showing anger toward a customer unless the customer displays anger first.

One of the ways to ensure customer satisfaction is to provide ______________information.

By providing useful ____________, the salesperson is demonstrating a commitment to the buyer.

The salesperson attempting to maximize the number of critical encounters with buyers in order to encourage effective dialogue is pursuing _______________, one of the four sequential components of effective follow-up?

____________refers to the salespersons ability to maintain contact with multiple individuals in the buying organization influencing purchase.

______________refers to the process of converting new customers into lifetime customers by continually adding value to the product.

Resilience and shrewdness are important characteristics for salespeople to have when dealing with customer complaints.