Personal Selling 15-17

Customer complaints are information that should be viewed as:

When dealing with customer complaints, the salesperson should:

The purpose of the follow-up communication between customer and salesperson is to express thanks for the order and to:

The major advantage of a telephone call over written correspondence is that:

Which of the following is a current development in customer service?

Sometimes customer expectations aren't met. When this happens it is referred to as a:

According to Ted Levitt, author of The Marketing Imagination, people:

Expansion selling encompasses which of the following?

Which of the following is a major guideline that should be considered when using suggestion selling?

Once the customer buys your product, expectations:

Of the customers that leave companies each year, which percentage leave because of bad customer service?

Diligence, an essential service behavior, combines responsiveness and:

Salespeople should do which of the following when product is delivered to customers?

Value reinforcement means:

A best practice by which salespeople can use technology to strengthen relationships with customers is by:

One important reason for salespeople to make follow-up telephone calls to customers is:

The effort to sell better-quality products is called:

Salespeople can add value to the sales process by:

An unhappy customer is most likely to complain to:

Complaints from a customer should be viewed as:

The two major methods for salespeople to increase their sales volume are by improving selling effectiveness (becoming a more effective salesperson) and:

Which of the following is a guiding principle used in establishing a sales routing and scheduling plan?

When drawing up a daily "to do" list, a salesperson should:

Sales territories should, in most cases, be established on the basis of:

The primary objective of a sales routing and scheduling plan is to:

One of the most effective methods of dealing with stress is to:

The sales manager takes information from the routing and scheduling plan to develop:

Time management systems will not work for salespeople unless the salespeople have:

One of the best ways to gain more time is to:

The major purpose of a call report is to:

Salespeople are similar to entrepreneurs in that both of them must practice:

On average, salespeople spend most of their work time on:

According to self-management experts, every moment spent planning saves how many minutes in execution?

One of the simplest ways a salesperson can practice time management skills is to create a(n):

Companies use CRM systems to combine:

Many salespeople schedule routing by using the 80/20 rule, meaning:

Which of the following is a type of record salespeople need to keep?

Maintaining accurate sales records can help a salesperson by putting current sales into:

Getting seven to eight hours of sleep a night can help salespeople:

Which of the following is a good way to manage stress?

Scheduling a special luncheon to celebrate the closing of a large sale is a technique most likely characteristic of a supervisor who displays:

The supervisor who holds monthly sales force meetings to explain specific goals for the future and changes in policy and procedure is exhibiting:

The first step toward identifying the type of applicant to be recruited for a sales job is to:

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:

Newly hired salespeople are more likely to become productive staff members if they participate in a job orientation and a(n):

Which one of the following is a good motivation guideline to be adopted by sales managers?

Situational leadership occurs when:

Which compensation plan would appeal to a salesperson who likes the idea of "pay for performance," but also likes some job security?

Leadership is:

The process of planning, implementing, and controlling the personal selling function is called:

The Leadership Grid portrays dimensions of:

Coaching focuses on helping the salesperson recognize the need to improve his or her performance and:

Ken Blanchard says that the key to developing people is to:

All of the following are good sources of quality candidates for sales jobs EXCEPT:

The costs of training an employee can be recouped by a company in increased sales per employee in which of the following amounts?

Managers using rewards to motivate employees should bear in mind that:

It is extremely important that managers who use rewards as external motivators for salespeople who reach certain goals:

A sales manager can review relationships with accounts at any time using CRM software by:

Compensation plans can be designed to:

The number of calls made on an account should: