Question 1

A salesperson who is a true professional:

Accepted Answer

A)  keeps customers informed about competitors.
B)  leave beliefs and morals out of business dealings.
C)  speaks well of others,including the competition.
D)  knows when to use high pressure techniques on prospects.
E)  knows that finding new customers is more important than servicing current ones.

Question 2

A survey of purchasing agents shows that they believe it is important for salespeople to do all of the following EXCEPT:

Accepted Answer

A)  plan sales calls.
B)  follow up after the sale.
C)  speak well of competitors.
D)  use high-pressure sales tactics.
E)  think and behave as professionals.

Question 3

Service quality is not determined by customer expectations but on organizational metrics.

Accepted Answer

A) True 
 B)False

Question 4

Successful account penetration:

Accepted Answer

A)  requires a salesperson to develop a third level business friendship with all members of the buying center.
B)  makes gatekeepers and influencers nonessential members of the buying center.
C)  can only occur with new-task buying.
D)  is derived from the salesperson's ability to work and contact people throughout an account.
E)  relies on team selling.

Question 5

After landing a $200,000 order for baskets,Austin should most likely engage in all of the following EXCEPT:

Accepted Answer

A)  concentrating on improving account penetration.
B)  showing his appreciation with a thank-you note.
C)  handling customer complaints promptly.
D)  calling and texting the customer daily.
E)  treating his customers like royalty.

Question 6

What is the most basic level of customer relationship marketing?

Accepted Answer

A)  Transaction selling
B)  Relationship selling
C)  Account selling
D)  Networking
E)  Partnering

Exam 13: Service and Follow-Up for Customer Retention

A salesperson who is a true professional:

Correct Answer
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Service quality is not determined by customer expectations but on organizational metrics.

Correct Answer
verified

What is the most basic level of customer relationship marketing?

Correct Answer
verified

A survey of purchasing agents shows that they believe it is important for salespeople to do all of the following EXCEPT:

Correct Answer
verified

Successful account penetration:

Correct Answer
verified

After landing a $200,000 order for baskets,Austin should most likely engage in all of the following EXCEPT:

Correct Answer
verified

Exam 13: Service and Follow-Up for Customer Retention

A salesperson who is a true professional:

Correct AnswerverifiedShow Answer

Service quality is not determined by customer expectations but on organizational metrics.

Correct AnswerverifiedShow Answer

What is the most basic level of customer relationship marketing?

Correct AnswerverifiedShow Answer

A survey of purchasing agents shows that they believe it is important for salespeople to do all of the following EXCEPT:

Correct AnswerverifiedShow Answer

Successful account penetration:

Correct AnswerverifiedShow Answer

After landing a $200,000 order for baskets,Austin should most likely engage in all of the following EXCEPT:

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
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