Professional Sellling Unit 5 Practice Exam

Natalie is a salesperson for an office supply company. Which of the following activities is appropriate for Natalie to engage in if she is interested in converting her customers into highly committed lifetime customers?

• Handle complaints in a timely manner.

• Add value.

• Process requests for rush deliveries willingly.

  
  

• All of the above are correct.

Why is it important to assess customer satisfaction?

• Doing so helps build customer trust.

• Doing so provided competitive information.

• It isn’t important as long as the company is profitable.

• Assessing satisfaction is a ploy used to begin the next sales cycle.

  
  

Which of the following is not a method a salesperson might use to expand collaborative involvement between the selling organization and the customer’s organization?

• Hosting a week-long series of seminars for the customer’s organization.

• Initiating and enhancing relationships between multiple key individuals in both organizations.

• Refer the customer to customer service when complaints arise so that the customer will get to know the customer service agents.

• Host social engagements to allow key individuals from both organizations get to know each other.

When handling customer complaints it is important to ask of the buyer what he/she would like to have happen in order to resolve the issue. By doing this, the salesperson:

• Avoids proposing an insufficient solution.

• Avoids proposing a solution that over-compensates for the problem.

• Will understand what the buyer wants to correct the problem.

• All of the above.

What is the most important customer service dimension?

• Communication

• Reliability

  
  

• Resilience

• Motivation

  
  

Ultimately, who is responsible for differentiating a company's products and positioning those products in the minds of its customers?

• The company's senior management

• 
  The company's marketing department

• The company's product managers

• That company's salespeople

Problems that result in the customer severing the relationship with the seller may be avoided by:

• Always having the lowest price.

• Always delivering on time.

• Maintaining open, two-way communication.

• Involving Upper level management.

Which of the following methods of post-sale follow-up is probably most effective?

• A. A personal visit

• B. Phone call

• C. E-mail

• D. Both A and B are correct

Suppose a salesperson is classifying accounts based on the level of sales potential. Which common method for classifying accounts is the salesperson using?

• Single-factor analysis

• Portfolio analysis

• Sales volume analysis

• Most Likely Sales (MLS) analysis

Offices set up at multiple locations where salespeople can access a wide range of selling technologies are called:

• Web-based offices

• High-tech sales support offices

• Sales 2.O clouds

• Extranet-enabled offices