Question 1

The electrical parts salesperson can respond to the fact that she has lost one of her big accounts to a competitor in all of the following ways EXCEPT:
A) visiting the customer quickly and find out why she changed to a competitor.
B) letting the customer know she appreciated the past business she received.
C) being curt and refusing to talk to the customer.
D) treating the former customer like a prospect.
E) telling the customer she can meet future needs.

Accepted Answer

Being curt and refusing to talk to the customer is not a constructive or professional way to respond to losing an account. It does not help in understanding the reasons behind the customer's decision or in attempting to regain their business in the future.

Question 2

Which of the following is NOT a reason why a customer might be dissatisfied with a product?
A) Product delivered was different from the one ordered.
B) Product was not delivered by the specified date.
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

A customer is unlikely to be dissatisfied with a product for performing an additional, unadvertised function, as this typically would be seen as a bonus or added value rather than a reason for dissatisfaction.

Question 3

As a salesperson, part of your job in handling a customer complaint is to do all of the following EXCEPT:
A) obtaining as much relevant information from your customer as you can.
B) expressing sincere regret for the problem.
C) handling the complaint quickly.
D) following up to make sure the customer is satisfied.
E) pointing out that they are getting better service compared to the competition.

Accepted Answer

Pointing out that the customer is getting better service compared to the competition does not address the customer's concern or contribute to resolving the complaint. It can also come off as dismissive and could potentially escalate the situation by making the customer feel their complaint is not being taken seriously.

Question 4

You are a home appliance salesperson. One of your customers wants his television to be repaired on a holiday, but the company service manager is on vacation. The company regulations say that without written consent from the service manager, service engineers are not allowed to work on holidays. How would you handle this situation?
A) Inform the customer that the company policies are against such a service.
B) Try to obtain approval by phone from the service manager or a higher authority.
C) Advise the customer to seek the help of a freelance service person.
D) Ignore the customer's request until the service manager returns.
E) Provide service without approval and without pay.

Accepted Answer

Obtaining approval by phone from the service manager or a higher authority is a proactive approach that respects company policies while attempting to meet the customer's needs.

Question 5

When is a customer most likely to make a complaint?
A) The customer is told his shipment has been backordered.
B) The product has more features than the customer believed it would.
C) The customer received a greater discount on the product than expected.
D) The product quality is higher than expected.
E) The product arrives on the date specified in the contract.

Accepted Answer

A customer is most likely to make a complaint when their expectations are not met, such as when they are informed that their shipment has been backordered, indicating a delay in receiving their product.

Question 6

After losing a client to a competitor, a salesperson should 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

Determining the reason for losing the account is crucial for a salesperson to understand what went wrong and how to improve in the future. This approach is constructive and can help in regaining the client or improving performance with other clients.

Question 7

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.

Question 8

All of the following are ways a salesperson can win back a lost customer EXCEPT:
A) visiting and investigating.
B) being professional.
C) being courteous.
D) prodding and criticizing.
E) calling frequently.

Accepted Answer

Prodding and criticizing a lost customer is not a constructive approach to win them back. It can further alienate the customer and damage the relationship, whereas the other options focus on positive engagement and communication.

Question 9

Imagine that you are selling plumbing supplies to buyers at a do-it-yourself chain of stores. When you have converted a prospect into a customer, you should:
A) reduce your account penetration.
B) leave the customer alone unless you have a new product.
C) avoid involvement in small complaints between your customer and your company's accounting department.
D) always do what you say you will.
E) expect to be treated very well when you make a sales call.

Accepted Answer

Converting a prospect into a customer is just the beginning of building a long-term relationship. Always doing what you say you will is crucial for maintaining trust and credibility, which are essential for ongoing business relationships. Reducing account penetration, ignoring customers unless there's a new product, avoiding involvement in complaints, and expecting special treatment do not contribute to a healthy, sustainable business relationship.

Question 10

The customer could be right when he/she:
A) believes that he is right in spite of being wrong.
B) asks the salesperson to set an illegal price.
C) tempts the salesperson to conduct an unethical task.
D) is asking for terms that are harmful for the seller.
E) is dishonest.

Accepted Answer

The phrase "the customer is always right" suggests that businesses should prioritize customer satisfaction. A customer may believe they are right even if they are factually incorrect, and businesses often accommodate this to maintain goodwill.

Question 11

How should a salesperson respond to a loss of sale or the loss of an entire account to a competitor?
A) Criticize the competition's product that the customer has bought.
B) Tell the customer that the other company makes poor products.
C) Tell the customer how unethical the competitor is.
D) Thank the customer for past business dealings.
E) Stop calling the account entirely.

Accepted Answer

Thanking the customer for past business dealings is a professional and positive response. It leaves the door open for future interactions and maintains a good relationship with the customer, despite the loss of the sale or account. Criticizing the competition or stopping communication entirely are not constructive strategies and can harm the salesperson's reputation and potential future business opportunities.

Question 12

Time invested in an account by a salesperson should be directly proportional to the:
A) number of complaints the customer has.
B) potential sales represented by the account.
C) number of products the company manufactures.
D) turnover experienced by the customer.
E) price of the product or service.

Accepted Answer

The time a salesperson invests in an account should be directly proportional to the potential sales represented by the account because this approach maximizes the efficiency and effectiveness of the sales effort by focusing resources on opportunities with the highest potential return.

Question 13

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

Accepted Answer

Sending cards with seed packs is a gesture of appreciation, helping to build and maintain positive relationships with customers.

Question 14

When the office supply salesperson loses an account to a competitor, he should:
A) treat the former customer like a prospect.
B) quit contacting the customer.
C) point out problems with the competitor's products.
D) show the customer that he takes the action personally.
E) be curt and refuse to talk to the customer or others at the firm.

Accepted Answer

Treating the former customer like a prospect is a constructive approach to potentially regaining their business in the future. It involves maintaining a positive relationship and demonstrating the value your products or services can offer, without burning bridges.

Question 15

A Nike salesperson is informed by a retailer that ten pairs of shoes are damaged and cannot be sold. After looking at the merchandise, the salesperson determines the damage occurred during the packaging process. What should the Nike salesperson do to handle this situation?
A) Apologize to the client and state that the problem will not happen in the future.
B) Inform the client that these kinds of losses are common in retail business.
C) Try to convince the customer to buy some new merchandise.
D) Help the customer dump the unsalable inventory.
E) Return the merchandise and provide a refund.

Accepted Answer

The appropriate action is to return the damaged merchandise and provide a refund, as this addresses the retailer's issue directly and maintains a good business relationship.

Question 16

A salesperson would most likely refuse to handle a complaint if the:
A) customer is wrong.
B) customer is being dishonest.
C) customer complaint is about discounts.
D) customer says that the product delivered is unsalable.
E) customer complains that the quality of the product is low.

Accepted Answer

A salesperson is likely to refuse to handle a complaint if the customer is being dishonest, as handling such complaints could potentially involve ethical issues or could be counterproductive to the integrity of the business operations.

Question 17

A salesperson who provides a client with money-saving products and problem-solving ideas is serving the role of:
A) friend.
B) adviser.
C) adversary.
D) negotiator.
E) acquaintance.

Accepted Answer

A salesperson providing money-saving products and problem-solving ideas is acting as an adviser, offering guidance and solutions to the client's needs.

Question 18

Rick Lee is a milk deliveryman in the U.S. He 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

Replacing the food quickly is the best customer service response, ensuring customer satisfaction and maintaining a positive relationship.

Question 19

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 customer problem.
C) send greeting cards for birthdays and other special occasions.
D) write congratulatory notes to customers who receive awards.
E) e-mail information about relevant product modifications.

Accepted Answer

Sending information about problems with competing products can be seen as negative selling and might not be appreciated by all customers. It's generally more professional to focus on the positive aspects of one's own products and services rather than criticizing competitors.

Question 20

Why does the author say that salespeople should dress in armor?
A) To deal with rejection
B) To handle customer complaints
C) To create an open, friendly environment
D) To deal with the ethical dilemmas that occur in sales
E) To increase account response rates and customer referrals

Accepted Answer

The answer of Why does the author say that salespeople...

Quiz 13: Service and Follow-Up for Customer Retention

The electrical parts salesperson can respond to the fact that she has lost one of her big accounts to a competitor in all of the following ways EXCEPT:

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

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?

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

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

All of the following are ways a salesperson can win back a lost customer EXCEPT:

Imagine that you are selling plumbing supplies to buyers at a do-it-yourself chain of stores. When you have converted a prospect into a customer, you should:

The customer could be right when he/she:

How should a salesperson respond to a loss of sale or the loss of an entire account to a competitor?

Time invested in an account by a salesperson should be directly proportional to the:

Abraham is a salesperson for a company that manufactures patio furniture. Why does Abraham most likely mail his retail customers birthday, holiday and special occasion cards containing seed packs?

When the office supply salesperson loses an account to a competitor, he should:

A Nike salesperson is informed by a retailer that ten pairs of shoes are damaged and cannot be sold. After looking at the merchandise, the salesperson determines the damage occurred during the packaging process. What should the Nike salesperson do to handle this situation?

A salesperson would most likely refuse to handle a complaint if the:

A salesperson who provides a client with money-saving products and problem-solving ideas is serving the role of:

Rick Lee is a milk deliveryman in the U.S. He 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:

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

Why does the author say that salespeople should dress in armor?