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Customer complaints are information that should be viewed as:
a source of important information and an opportunity to prove the firm's commitment to service
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When dealing with customer complaints, the salesperson should:
decide what action must be taken to remedy the problem
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The purpose of the follow-up communication between customer and salesperson is to express thanks for the order and to:
determine if the customer is satisfied with the purchase
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The major advantage of a telephone call over written correspondence is that:
two-way communication is involved
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Which of the following is a current development in customer service?
Customer knowledge is viewed by sales and sales support personnel as an important key to improving customer service.
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Sometimes customer expectations aren't met. When this happens it is referred to as a:
moment of misery
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According to Ted Levitt, author of The Marketing Imagination, people:
buy the expectations of the benefits you promised
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Expansion selling encompasses which of the following?
suggestion selling
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Which of the following is a major guideline that should be considered when using suggestion selling?
Don't make suggestions until you have first satisfied the customer's primary need.
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Once the customer buys your product, expectations:
increase
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Of the customers that leave companies each year, which percentage leave because of bad customer service?
50-70
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Diligence, an essential service behavior, combines responsiveness and:
reliability
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Salespeople should do which of the following when product is delivered to customers?
Offer training in the use or care of the product.
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Value reinforcement means:
getting credit for the value you create for the customer
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A best practice by which salespeople can use technology to strengthen relationships with customers is by:
sending email confirmations of appointments or agreements
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One important reason for salespeople to make follow-up telephone calls to customers is:
the customer may place repeat orders during a phone call
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The effort to sell better-quality products is called:
upselling
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Salespeople can add value to the sales process by:
making the purchase convenient
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An unhappy customer is most likely to complain to:
potential customers
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Complaints from a customer should be viewed as:
an opportunity to strengthen the relationship
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The two major methods for salespeople to increase their sales volume are by improving selling effectiveness (becoming a more effective salesperson) and:
spending more time in actual selling situations
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Which of the following is a guiding principle used in establishing a sales routing and scheduling plan?
If your territory is quite large, consider organizing it into two smaller zones.
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When drawing up a daily "to do" list, a salesperson should:
list activities in priority order of importance
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Sales territories should, in most cases, be established on the basis of:
sales potential
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The primary objective of a sales routing and scheduling plan is to:
increase actual selling time by reducing travel time
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One of the most effective methods of dealing with stress is to:
maintain an optimistic outlook
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The sales manager takes information from the routing and scheduling plan to develop:
a sales call plan
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Time management systems will not work for salespeople unless the salespeople have:
the commitment to use them consistently
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One of the best ways to gain more time is to:
maintain a log of how time is spent during a typical week in order to identify wasted time
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The major purpose of a call report is to:
provide a summary of what happened during the call and an indication of what future action is required
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Salespeople are similar to entrepreneurs in that both of them must practice:
self-management
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On average, salespeople spend most of their work time on:
administrative tasks and travel
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According to self-management experts, every moment spent planning saves how many minutes in execution?
three to four
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One of the simplest ways a salesperson can practice time management skills is to create a(n):
daily to-do list
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Companies use CRM systems to combine:
islands of information about customers
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Many salespeople schedule routing by using the 80/20 rule, meaning:
80 percent of their time on larger accounts and 20 percent on less profitable accounts
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Which of the following is a type of record salespeople need to keep?
call reports
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Maintaining accurate sales records can help a salesperson by putting current sales into:
perspective
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Getting seven to eight hours of sleep a night can help salespeople:
manage stress
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Which of the following is a good way to manage stress?
Practice healthy emotional expression.
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Scheduling a special luncheon to celebrate the closing of a large sale is a technique most likely characteristic of a supervisor who displays:
high consideration
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The supervisor who holds monthly sales force meetings to explain specific goals for the future and changes in policy and procedure is exhibiting:
structure
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The first step toward identifying the type of applicant to be recruited for a sales job is to:
determine the actual duties the person will perform
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Some organizations are using ability or aptitude assessment instruments to determine future performance in certain types of sales jobs. Experts in the field of employment testing say:
test scores can be helpful when used in conjunction with other criteria
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Newly hired salespeople are more likely to become productive staff members if they participate in a job orientation and a(n):
training program
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Which one of the following is a good motivation guideline to be adopted by sales managers?
Attempt to use a mix of external rewards and internal satisfaction.
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Situational leadership occurs when:
the leader's style matches the situation
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Which compensation plan would appeal to a salesperson who likes the idea of "pay for performance," but also likes some job security?
commission plan with a draw provision
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Leadership is:
a series of skills that can be acquired through study and practice
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The process of planning, implementing, and controlling the personal selling function is called:
sales management
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The Leadership Grid portrays dimensions of:
consideration and structure
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Coaching focuses on helping the salesperson recognize the need to improve his or her performance and:
developing the salesperson's commitment to improve performance
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Ken Blanchard says that the key to developing people is to:
concentrate on catching them doing something right
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All of the following are good sources of quality candidates for sales jobs EXCEPT:
mediation agencies
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The costs of training an employee can be recouped by a company in increased sales per employee in which of the following amounts?
$100,000
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Managers using rewards to motivate employees should bear in mind that:
not all employees value the same rewards
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It is extremely important that managers who use rewards as external motivators for salespeople who reach certain goals:
set goals that are realistic
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A sales manager can review relationships with accounts at any time using CRM software by:
reading a salesperson's notes on the account in the system
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Compensation plans can be designed to:
increase sales by percentage
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The number of calls made on an account should:
bear some relationship to the sales and profit potential of that account
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