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Question
The best action to take to resolve a customer complaint is to:A) schedule a meeting with the customer
B) pacify the customer by listening
C) exceed customer expectations
D) provide the customer with training
E) encourage the customer to join a loyalty program
Answer
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Related questions
Q:
The training programs of both small and large marketing firms should incorporate three dimensions. One of them is knowledge of the product line, company marketing strategies, territory information, and business trends. What are the other two?
A) knowledge of personal selling skills; in-field sales training with supervision
B) knowledge of personal selling skills; knowledge of self and others
C) knowledge of company policies, procedures and benefits; stress management
D) explanation of compensation methods; in-field sales training with supervision
E) attitudes toward the company, its products, and its customers; application of personal selling principles and practices
Q:
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 that test scores:
A) can be very misleading to the employer, so they should not be used
B) should not be considered because of possible legal problems
C) are not helpful for most firms because of validity issues
D) can be helpful when used in conjunction with other criteria
E) are excellent measures to determine future performance
Q:
The first step toward identifying the type of applicant to be recruited for a sales job is to:
A) determine the compensation plan
B) consult the sales staff for recommendations
C) determine the actual duties of the position
D) develop personality and skills assessments
E) search for applicants from traditional sources
Q:
Decision-making authority in the area of pricing gives the salesperson more responsibility but less power because firms profit from all sales.
Q:
On the communication style grid, the two communication styles with low dominance are reflective and supportive. Salespeople with these two communication styles would be best suited for sales situations in which:
A) the product is simple to understand so the salespeople don't have to spend much time with potential clients
B) the product is highly technical and requires a strong focus on partnering over the long term to discover solutions for the client
C) the customers understand the low dominance of the salespeople and are willing to work with them despite their communication differences
D) the customers are all reflective or supportive communication styles
E) the salespeople are not required to have direct contact with potential clients
Q:
Which of the following is a point of view that has most likely eroded character in business?
A) Innovation and aggressive development of markets should be rewarded.
B) Respect must be earned, not mandated.
C) Corporations exist to maximize shareholder value.
D) Integrity may not show immediate results but will eventually return to you.
E) Teamwork is a core value of successful companies.
Q:
The primary focus of trust in transactional sales is trust in the person who sells the product.
Q:
Most prospects are willing and eager to participate in a presentation held off premises.
Q:
It is almost impossible for clients to understand some products without a well-planned presentation.
Q:
In some cases, it is not practical to demonstrate the product itself.
Q:
There are several different types of presentations, and the salesperson should choose the one most likely to influence the prospect.
Q:
Nordic Fox Heavy Equipment imports heavy machinery used in regions of Europe and North America where heavy snowfall is an issue. This machinery is used by municipalities to clear roads during snowstorms. John Alexander is the senior regional sales manager for New England.
John goes into a meeting with the sanitation director of a large city that got slammed by a snowstorm a month previously. During the cleanup, operators of the city's plows destroyed a significant amount of city and personal property, which triggered public inquiry into the competence of the sanitation staff and director.
Which part of the need-satisfaction model is John performing when he explains to the sanitation director why the equipment he has selected will fulfill his needs?
A) Part 1: Need Discovery
B) Part 2: Selecting a Solution
C) Part 3: Need Satisfaction
D) Part 4: Servicing the Sale
E) Part 5: Leveraging Referrals
Q:
Nordic Fox Heavy Equipment imports heavy machinery used in regions of Europe and North America where heavy snowfall is an issue. This machinery is used by municipalities to clear roads during snowstorms. John Alexander is the senior regional sales manager for New England.
John goes into a meeting with the sanitation director of a large city that got slammed by a snowstorm a month previously. During the cleanup, operators of the city's plows destroyed a significant amount of city and personal property, which triggered public inquiry into the competence of the sanitation staff and director.
Based on what John learns during the discussion, John realizes that the director has some unique equipment needs that may involve developing a custom machine. John will most likely need to:
A) ask more closed questions
B) recommend a competing product
C) develop a complex sales package
D) use persuasive communication skills
E) engage in product configuration
Q:
List and describe the four most common types of questions used in the field of personal selling.
Q:
________ questions help us to determine if there is mutual understanding of the problems and circumstances the customer is experiencing.
Q:
"How do you feel about using a computer to keep your expense records?" is an example of a(n) ________ question.
Q:
According to the Action Selling training course, the key to sales success is:
A) telling customers about product benefits
B) asking customers effective questions
C) closing deals with customers
D) providing adequate reasoning
E) making many sales calls
Q:
Which of the following is a major step to be followed when using the multiple options close?
A) Review methods of payment.
B) Create one solid product configuration for the client.
C) Include all the bestselling products in the configuration.
D) Introduce new products during a lull in the conversation.
E) Concentrate on the options the prospect seems to be interested in.
Q:
A salesperson who says, "If you will sign the order today, I can guarantee delivery within five days," is using which of the following closing methods?
A) direct appeal
B) assumption
C) limited choice
D) summary-of-benefits
E) combination
Q:
Which of the following is one of the buying anxieties that make customers reluctant to commit, according to Gene Bedell, author of 3 Steps to Yes?
A) lack of strategy
B) lack of loyalty
C) fear of making a mistake
D) fear of asking for the close
E) fear of public speaking
Q:
When you are working on a large, complex sale you should try to achieve incremental commitment.
Q:
Aspen Stewart is one of five sales managers at a sports equipment company. She and the other sales managers are under pressure from management to keep their teams of sales representatives motivated and hitting their sales quotas. Because of that, Aspen has studied psychology and motivation, and is always looking for better ways to motivate her team.
The biggest factor in motivation for sales representatives is enjoying sales as a career. This means that the best way for Aspen to build a motivated sales team is to:
A) teach employees to cold-call more efficiently
B) implement a straight commission compensation plan
C) offer cash bonuses for the top sellers each month
D) provide all employees with the same benefits
E) provide a mix of external and internal rewards
Q:
Victor Craig is sales director for a software company selling diagnostic software to automotive repair shops all across the country. He has been with the company for 14 months and manages a staff of six sales representatives. Victor also covers a four-state territory himself. On Monday the CEO of the company calls Victor into his office and states that management is dissatisfied with Victor's performance as sales director. Victor has 90 days to turn his performance around, or he will be fired.
Management sends Victor to a workshop about coaching employees to success. At the workshop, Victor learns that the first step in the coaching process is to:
A) appeal to the salesperson's emotions by sharing personal experiences
B) allow the salesperson to suggest ideas for improving performance
C) enable a salesperson to admit that a performance problem exists
D) create and implement a new presentation style for the salesperson
E) observe and assess employee performance during actual sales calls
Q:
________ is an interpersonal process between the sales manager and the salesperson in which the manager helps the salesperson improve performance in a specific area.
Q:
Which of the following would LEAST likely be an objective of a compensation plan developed for sales team members?
A) identifying sources for hiring new salespeople
B) increasing sales by a specific percentage
C) increasing the number of sales calls
D) establishing new accounts
E) selling specific products
Q:
Which of the following questions is LEAST relevant when developing a job description for a sales position?
A) Will the person be developing a new sales territory?
B) Is the product well established in the marketplace?
C) What is the average rate of employee turnover?
D) Will the salesperson work independently?
E) What amount of travel will be required?
Q:
All of the following are good sources for recruiting quality candidates for sales jobs EXCEPT:
A) Internet job sites
B) mediation agencies
C) newspaper advertisements
D) employment agencies
E) candidates within the company
Q:
Situational leadership occurs when:
A) the leader passes the character test
B) good performance is properly rewarded
C) the leader's style matches the situation
D) the coach helps the salesperson recognize the need for performance improvement
E) the leader guides the team through a changing situation
Q:
The size of the firm should dictate the scope of the sales training program.
Q:
The sales manager who appraises the performance of sales personnel regularly is displaying the leadership quality known as "consideration."