Question 1

A salesperson should avoid making personal relationships with clients.

Accepted Answer

Building personal relationships with clients can help to establish trust and loyalty, leading to increased sales and customer retention. However, it is important for salespeople to maintain a professional demeanor and not cross boundaries or engage in inappropriate behavior.

Question 2

The three levels of customer relationship marketing are transaction selling,relationship selling,and partnering.

Accepted Answer

The statement is true. The three levels of customer relationship marketing are transaction selling, relationship selling, and partnering.

Question 3

One of the easiest things a salesperson can do is to care about customers.

Accepted Answer

False

Question 4

In order to satisfy customers,companies offer customer services such as warranties,credit,speedy delivery,and gift wrapping.

Accepted Answer

Companies offer customer services in order to satisfy their customers and retain their loyalty. These services include warranties to ensure that products meet quality standards, credit to make purchases easier and accessible, speedy delivery to meet customer expectations, and gift wrapping as a value-added service to enhance the customer experience.

Question 5

The most important ingredient in building a lasting friendship is perseverance.

Accepted Answer

While perseverance can play a role in maintaining friendships, the most important ingredients are often considered to be trust, mutual respect, and effective communication.

Question 6

Customer service refers to the activities and programs the seller provides to make the relationship satisfying for the customer.

Accepted Answer

Customer service is all about ensuring that the buyer is happy with their purchase and the overall experience. It includes activities like providing assistance, addressing concerns or complaints, and offering support after a sale. These activities are designed to cultivate positive relationships with customers and drive future sales.

Question 7

The first step of the professional sales call is to analyze the prospect's needs.

Accepted Answer

Analyzing the prospect's needs is a crucial step in the professional sales call process as it helps in understanding the prospect's requirements and tailoring the sales pitch accordingly.

Question 8

Companies use products,prices,and service to facilitate relationship marketing.

Accepted Answer

Relationship marketing involves building long-term relationships with customers, and companies can use products, prices, and service to facilitate this process by offering quality products, fair prices, and excellent customer service that meet the needs and preferences of their customers.

Question 9

Caring for people is the beginning of sales wisdom.

Accepted Answer

Caring for people is a crucial element in building relationships with potential customers, understanding their needs, and ultimately making sales. It shows empathy, builds trust, and puts the customer's best interests first. Therefore, it is considered the beginning of sales wisdom.

Question 10

Follow up after the sale if for the purpose of evaluating the effectiveness of the product.

Accepted Answer

Follow up after the sale allows companies to evaluate the effectiveness of their product and gather feedback from customers, which can be used to improve the product and customer satisfaction.

Question 11

After Helen,a realtor,closes a sale on a house,she usually calls her customers the following week to find out if they are pleased with their new home.This is an example of transaction selling.

Accepted Answer

Transaction selling occurs when the salesperson sells to customers and does not contact them again. Helen is involved in relationship selling because after the purchase she contacts customers to find out if they are satisfied with the home.

Question 12

Building a lasting business friendship based on mutual trust typically takes time.

Accepted Answer

Building trust and establishing a strong business relationship often requires multiple interactions and positive experiences over a period of time. It is not typically something that happens quickly or overnight.

Question 13

A business friendship differs significantly from a personal friendship.

Accepted Answer

The relationship between a salesperson and a client that revolves around business related issues is referred to as a business friendship. A good business friendship is a relationship much like any of your personal friendships.

Question 14

The follow-up step involves determining what else the customer can do to improve the selling process.

Accepted Answer

The answer of The follow-up step involves determining what else...

Question 15

A salesperson gains wisdom by trusting others and learning from mistakes.

Accepted Answer

Trusting others helps a salesperson build relationships and learn from their experiences. Learning from mistakes is also essential in gaining wisdom and becoming a better salesperson.

Question 16

A buyer and seller who are at the first stage of business friendship are called acquaintances.

Accepted Answer

Acquaintances are individuals who have met and know each other, but have not yet developed a close relationship. In the context of business, buyers and sellers who have just met and are in the initial stages of establishing a business relationship can be considered acquaintances.

Question 17

According to the author,many people are unsuccessful in sales because they do not have the ability to put their own needs before anyone else's interests.

Accepted Answer

The author does not make a statement about the reason why many people are unsuccessful in sales.

Question 18

In a relationship,trust increases and wisdom decreases over time.

Accepted Answer

Trust and wisdom both increase with time in any relationship. Acquaintances have the lowest levels of trust and wisdom and intimate friends the greatest.

Question 19

The Golden Rule of Selling supports the belief that service and follow-up after the sale show that the salesperson really cares about customers.

Accepted Answer

The Golden Rule of Selling does support this belief.

Question 20

According to the text,wisdom and knowledge are synonyms.

Accepted Answer

Wisdom and knowledge are not synonyms. While they are related, wisdom generally refers to the ability to make good judgments and use knowledge effectively, while knowledge refers to understanding and awareness of information or facts.

Quiz 13: Service and Follow-Up for Customer Retention