Question 1

Assuming that the business is yours and will always be yours is sales complacency.

Accepted Answer

Sales complacency refers to the assumption that current success will continue without effort, leading to a lack of proactive measures to maintain or grow the business.

Question 2

Which of the following statements about complaints is true?

Accepted Answer

Salespeople can cause complaints by setting unrealistic expectations or misrepresenting the product, even if the product performs as intended.

Question 3

Which of the following statements about the order processing is FALSE?

Accepted Answer

Computers have actually made the order processing job easier and more efficient for salespeople.

Question 4

Clark, a fellow salesperson, has become very frustrated by his inability to handle customer complaints. "Frankly, I don't know what to do when a customer starts telling me about a problem," he says. You should advise Clark to:

Accepted Answer

Showing appreciation for the customer's feedback can help build trust and open communication, which is essential for resolving complaints effectively.

Question 5

Jason knows his customer has a complaint but does not know what the complaint is. Based on past experience, Jason could anticipate that source of the complaint is any of the following EXCEPT:

Accepted Answer

Based on past experience, it is unlikely that the source of the complaint is that the product is too easy to operate. All the other options are common sources of complaints.

Question 6

Which of the following is a likely reason for a customer complaint?

Accepted Answer

All of the given options are likely reasons for a customer complaint. A salesperson who oversells a product can create unrealistic expectations, failure to meet the terms of the sale contract can cause dissatisfaction, poor product performance can be a direct cause of a customer complaint, and improper use of the product by the customer can also lead to complaints. Therefore, all of the given options can result in a customer complaint.

Question 7

To avoid trust-destroying conflicts, start with a clear product description.

Accepted Answer

A clear product description can help prevent misunderstandings and disagreements between team members, customers or suppliers, which can ultimately lead to trust issues. A detailed product description helps avoid confusion, sets expectations, and ensures everyone is on the same page.

Question 8

Which of the following statements is NOT a guideline to use when determining the facts about a customer complaint?

Accepted Answer

Starting an inquiry into the nature of a complaint as a way to postpone action is not a guideline for determining the facts about a customer complaint. Rather, the salesperson should aim to gather as much information as possible to understand the nature of the complaint and take appropriate action to resolve the issue.

Question 9

In general the faster and broader the change, the more likely it will meet with resistance.

Accepted Answer

This statement is generally true as people may resist change that is too rapid or affects a large number of people or systems. Such changes could lead to feelings of uncertainty, anxiety, and loss of control, which may trigger a defensive response. On the other hand, incremental and well-planned changes may be more easily accepted and integrated into existing structures.

Question 10

Once a customer has committed to a partnership, less work is needed to maintain the relationship.

Accepted Answer

Even after a customer commits to a partnership, it is important to maintain the relationship through continued communication, delivering on promises, and providing ongoing value to the customer. Relationships require effort and should never be taken for granted.

Question 11

A customer complained that the filtration system on the recirculating parts washer she purchased for petroleum-solvent cleaning is not working. What can the salesperson who sold the washer do to handle the complaint?

Accepted Answer

The salesperson should assess the situation and choose the most appropriate action based on their understanding of the complaint and the company's policies.

Question 12

Mac's Tire Mart has received its first shipment of tires from the NevaFlat Tire Company. Mac is now testing how well the tires sell, how well NevaFlat responds when he has a question or problem, and how durable the tires are. In what stage of partnership development are Mac and NevaFlat?

Accepted Answer

Mac and NevaFlat are in the exploration stage of partnership development because they are testing the waters with their new business relationship. They are trying out NevaFlat's products and evaluating their customer service before fully committing to a partnership.

Question 13

The first thing a salesperson should do in dealing with a customer's complaint is:

Accepted Answer

Encouraging the customer to tell their whole story helps the salesperson understand the issue fully and shows empathy, which is crucial in resolving complaints effectively.

Question 14

In which stage of the building of a long-term partnership does electronic data interchange (EDI) technology first appear as a useful tool for strengthening the relationship between buyer and seller?

Accepted Answer

In the exploration stage, parties begin to explore the potential benefits of a partnership, and EDI technology can be introduced to facilitate communication and transactions, thereby strengthening the relationship.

Question 15

When customers make the effort to complain to a salesperson, they want all of the following EXCEPT:

Accepted Answer

Customers do not want a salesperson to become antagonistic with them when they complain. They expect the salesperson to handle their grievances in a friendly manner, offer a sympathetic reaction, acknowledge their feelings, and give them a chance to tell their story. Becoming antagonistic would only escalate the situation and make the customer even more dissatisfied.

Question 16

What can Suzie do to help ensure her company, Resource Conservation Technology, and her new client, Paradise Water Gardens, move successfully through the exploration stage of building a relationship?

Accepted Answer

The answer of What can Suzie do to help ensure...

Question 17

Which of the following statements about the follow-up a salesperson does after a sale is true?

Accepted Answer

The nature of the follow-up should be personalized based on the needs of the specific buying center member being contacted. This can help maintain the relationship with the customer and potentially lead to future sales. Personal visits and handwritten notes can also be effective and show that the salesperson values the customer's business. Telemarketing facilities may not be as effective as personalized follow-up communication. Telephone calls can be used as a communication channel for follow-up but should be done in a respectful and non-intrusive manner.

Question 18

Anton has determined the facts in his customer's complaint. His next step should be to:

Accepted Answer

After determining the facts, Anton's next step should be to offer a solution to address the customer's complaint.

Question 19

After building awareness, the next stage of partnership building is:

Accepted Answer

The next stage after building awareness is typically exploration, where partners begin to understand each other's needs and goals in more detail and explore potential ways to work together. This stage involves conversations, meetings, and negotiations to create a strong foundation for the partnership. While recognition and expansion may be important later on, they come after exploration and a commitment to work together has been established. Insight is not a typical stage of partnership building.

Question 20

Champions are internal experts who provide testimonials to influence purchase decisions within organizations.

Accepted Answer

Champions are indeed internal experts who provide testimonials to influence purchase decisions within organizations.

Quiz 14: Building Long-Term Partnerships