Question 1

List the seven deadly sins of business selling.

Accepted Answer

The answer of List the seven deadly sins of business...

Question 2

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 is an example of cross-selling, where the sales staff suggests additional products or services to customers. By suggesting tire balancing to customers, the retailer can increase revenue and also provide better service by ensuring the tires are properly balanced for safer driving. The other options (A, B, D, E) do not accurately describe Charles' suggestion.

Question 3

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 4

When critiquing a dialogue during a post-call analysis, which of the following should a salesperson NOT check to make certain they did?

Accepted Answer

Including irrelevant questions in the dialogue should not be checked because it doesn't contribute to the effectiveness of the sales call. The other options (A, B, C, D) are all important components of a successful sales call and should be evaluated to ensure they were executed effectively.

Question 5

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

Accepted Answer

Following up with a client solely to meet an activity requirement of your company may come across as insincere and not focused on the client's needs. All other options listed involve offering value or addressing a specific client need.

Question 6

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 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. It involves offering complementary products or services that enhance or supplement the customer's existing purchase. Prospecting is the process of identifying potential customers for your business. The SELL sequence, aggressive sales approach, and assertive sales technique do not specifically relate to using a CRM system to flag customers for cross-selling opportunities.

Question 7

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 specifically designed to manage and coordinate sales, marketing, and customer service activities. They often include features such as lead and opportunity tracking, email and phone call automation, and task management. CRM systems are commonly used in organizations with multiple salespeople who need to coordinate their activities and ensure they are not duplicating efforts.

Question 8

What determines whether a salesperson is successful at account penetration?

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Question 9

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 shows that Sammy is proactive and cares about his customer's needs. It also ensures that the solution is addressed in a timely manner rather than waiting and potentially forgetting about it.

Question 10

When a customer purchases a product, they have certain expectations of the services they will receive with its purchase.List and define all six of these services mentioned in the textbook.

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Question 11

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 12

Which of the following will NOT help a salesperson gain wisdom?

Accepted Answer

Focusing only on existing clients may limit a salesperson's exposure to new ideas and perspectives, which are essential for gaining wisdom. To gain wisdom, a salesperson should have an openness to learning from a wide range of sources, including new clients, colleagues, and industry experts.

Question 13

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 of a salesperson to work throughout the account and contact people at various levels to discuss their products. It involves building relationships with different individuals within an organization in order to expand the sales opportunities.

Question 14

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 15

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 the company a related product (photocopier paper) after selling them a photocopier.

Question 16

Some sales people are concerned that customers will see cross-selling as a source of irritation and a pushy salesperson.Describe six steps salespeople may take that will create an environment where customers will see your cross-selling activities as a value-added service.

Accepted Answer

The answer of Some sales people are concerned that customers...

Question 17

You manage to convert a prospect into a customer.Knowing that it is easier to keep a customer versus attaining a new one by focusing on providing services, what six factors (related to service) should a salesperson consider after landing an account to ensure account retention over the long term?

Accepted Answer

The answer of You manage to convert a prospect into...

Question 18

"It is always easier to sell to a satisfied customer than an unsatisfied one or a prospect" is an example of:

Accepted Answer

The statement is a proverb because it is a short, traditional saying that expresses a general truth or piece of advice.

Question 19

Which of the following tools can NOT be used for customer engagement on social media?

Accepted Answer

Planogram is a tool used for retail merchandising and product display, it is not related to social media customer engagement. The other options (Facebook, LinkedIn, Twitter, and CRM) are commonly used for customer engagement on social media.

Question 20

All salespeople suffer losses, either through the loss of a sale or an entire account to a competitor.What four things can a salesperson do to win back a customer?

Accepted Answer

The answer of All salespeople suffer losses, either through the...

Quiz 12: Follow-Up Maintain and Strengthen the Relationship