Question 1

According to Tony Alessandra,failure of a purchased product to perform as expected can be described as the"moment of truth."

Accepted Answer

A) True 
 B)False

Question 2

When you deal with an unhappy customer,you should try to determine if their problem is real or perceived before attempting to resolve an issue.

Accepted Answer

A) True 
 B)False

Question 3

The process of recommending products or services that are related to the main item sold to the customer is known as ________.

Accepted Answer

full-line ...

Question 4

Alana Pierce is the director of Membership Programs for the Tammerline Zoo. She develops the programs and sells them to zoo visitors. The programs are tiered and include discounts and special perks for members.
-In addition to free events for members only,Alana works with the zookeepers to create paid members-only events,such as marine mammal feeding sessions. This most likely creates which of the following?

Accepted Answer

A)  greater loyalty of members to the zookeepers
B)  a revenue stream for the zookeepers
C)  a way to make members feel that they are doing something dangerous
D)  bad feelings in members who have already paid the membership fee
E)  increased member prestige plus the chance to upsell to members

Question 5

Alana Pierce is the director of Membership Programs for the Tammerline Zoo. She develops the programs and sells them to zoo visitors. The programs are tiered and include discounts and special perks for members.
-Which of the following actions by Alana would most likely provide a moment of magic for new members of the zoo?

Accepted Answer

A)  sending an electronic receipt for payment
B)  providing a plastic membership card
C)  giving away zoo t-shirts to new members
D)  printing a schedule of zoo hours and events
E)  seeking donations for the zoo's outreach program

Question 6

Expansion selling encompasses which of the following?

Accepted Answer

A)  partial-line selling
B)  reselling
C)  suggestion selling
D)  undercutting the competition
E)  cross-purpose selling

Question 7

Which of the following would LEAST likely help a salesperson earn a repeat sale?

Accepted Answer

A)  providing professional looking business cards
B)  ensuring timely delivery of a product
C)  acting as the customer's advocate
D)  ensuring the accuracy of invoices
E)  offering technical expertise A

Question 8

________ is the combination of two types of service behaviors: responsiveness and reliability.

Accepted Answer

The answer of ________ is the combination of two types...

Question 9

Some studies have found that of the customers that leave companies each year,approximately ________% leave because of bad customer service.

Accepted Answer

A)  10
B)  20
C)  40
D)  60
E)  80 D

Question 10

Full-line selling,or suggestion selling,should be viewed as a form of customer service.

Accepted Answer

A) True 
 B)False  True

Question 11

Full-line selling is also known as:

Accepted Answer

A)  approach selling
B)  upselling
C)  cross-selling
D)  suggestion selling
E)  expansion selling

Question 12

The most likely reason for salespeople to make follow-up telephone calls to customers is that:

Accepted Answer

A)  follow-up calls are more efficient than e-mails
B)  sales managers cannot make all the calls themselves
C)  the customer may place repeat orders during a phone call
D)  customer service representatives cannot be trusted to make the calls
E)  the customers are certain to have complaints and issues that need to be addressed

Question 13

Diligence,an essential service behavior,combines responsiveness and:

Accepted Answer

A)  knowledge
B)  technical skill
C)  reliability
D)  persuasiveness
E)  precision

Question 14

John Bieland, the equipment buyer for Great Lakes Manufacturing, purchased two large riveting machines from Hoseke Corporation's sales representative, Lindell Ross. Because of a clerical error, the machines shipped a day later than scheduled, which put the delivery truck in the middle of a blizzard that shut down roads for several days. By the time the machines were delivered by Hoseke Corporation, they were a full week late. John Bieland sends an e-mail to Lindell, cc'ing the CEOs of Great Lakes Manufacturing and Hoseke Corporation, expressing his dissatisfaction.
-How should Lindell respond to John's e-mail?

Accepted Answer

A)  He should send a reply immediately,explaining that the delay was unavoidable because of the weather.
B)  He should e-mail the CEO of Hoseke Corporation to explain the situation and the weather delay.
C)  He should ask the head of the shipping department to reply to John and accept responsibility for the delay.
D)  He should offer to replace the machines free of charge.
E)  He should call John immediately to apologize for the late delivery.

Question 15

In business-to-business sales,the most intense part of the sales relationship occurs:

Accepted Answer

A)  when the salesperson obtains permission to make the sales call
B)  in the need discovery phase
C)  as the salesperson configures the product for the customer
D)  as part of negotiations about price
E)  during the postsale support phase

Question 16

Which service behavior is LEAST important in business-to-business selling?

Accepted Answer

A)  returning customer phone calls promptly
B)  communicating information concisely
C)  showing a willingness to be helpful
D)  speeding up the closing process
E)  demonstrating professionalism

Question 17

In the six-step presentation plan,the"servicing the sale"step includes recognizing closing clues,expansion selling,and making follow-up calls.

Accepted Answer

A) True 
 B)False

Question 18

Developing relationships with employees in shipping,fulfillment,credit,and finance departments of your company can help you:

Accepted Answer

A)  negotiate higher prices for your product
B)  do due diligence on your customers before you begin negotiations
C)  hand off your customers to the correct people after the sale
D)  resolve problems for your customers after the sale
E)  anticipate problems before they happen because you know the personalities involved

Question 19

According to sales trainer Tony Alessandra,there are three possible service outcomes. Which one should salespeople strive for?

Accepted Answer

A)  the moment of happiness
B)  the moment of truth
C)  the moment of misery
D)  the moment of magic
E)  the moment of expectation

Question 20

With full-line selling,it is beneficial to use demonstration or sales tools to build customer interest in the suggested item.

Accepted Answer

A) True 
 B)False

Exam 15: Servicing the Sale and Building the Partnership

According to Tony Alessandra,failure of a purchased product to perform as expected can be described as the"moment of truth."

Correct Answer
verified

When you deal with an unhappy customer,you should try to determine if their problem is real or perceived before attempting to resolve an issue.

Correct Answer
verified

The process of recommending products or services that are related to the main item sold to the customer is known as ________.

Correct Answer
verified
full-line ...
View Answer

Correct Answer
verified

Correct Answer
verified

Expansion selling encompasses which of the following?

Correct Answer
verified

Which of the following would LEAST likely help a salesperson earn a repeat sale?

Correct Answer
verified
A

________ is the combination of two types of service behaviors: responsiveness and reliability.

Correct Answer
verified

Some studies have found that of the customers that leave companies each year,approximately ________% leave because of bad customer service.

Correct Answer
verified
D

Full-line selling,or suggestion selling,should be viewed as a form of customer service.

Correct Answer
verified
True

Full-line selling is also known as:

Correct Answer
verified

The most likely reason for salespeople to make follow-up telephone calls to customers is that:

Correct Answer
verified

Diligence,an essential service behavior,combines responsiveness and:

Correct Answer
verified

Correct Answer
verified

In business-to-business sales,the most intense part of the sales relationship occurs:

Correct Answer
verified

Which service behavior is LEAST important in business-to-business selling?

Correct Answer
verified

In the six-step presentation plan,the"servicing the sale"step includes recognizing closing clues,expansion selling,and making follow-up calls.

Correct Answer
verified

Developing relationships with employees in shipping,fulfillment,credit,and finance departments of your company can help you:

Correct Answer
verified

According to sales trainer Tony Alessandra,there are three possible service outcomes. Which one should salespeople strive for?

Correct Answer
verified

With full-line selling,it is beneficial to use demonstration or sales tools to build customer interest in the suggested item.

Correct Answer
verified

Exam 15: Servicing the Sale and Building the Partnership

According to Tony Alessandra,failure of a purchased product to perform as expected can be described as the"moment of truth."

Correct AnswerverifiedShow Answer

When you deal with an unhappy customer,you should try to determine if their problem is real or perceived before attempting to resolve an issue.

Correct AnswerverifiedShow Answer

The process of recommending products or services that are related to the main item sold to the customer is known as ________.

Correct Answerverifiedfull-line ...View AnswerShow Answer

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Expansion selling encompasses which of the following?

Correct AnswerverifiedShow Answer

Which of the following would LEAST likely help a salesperson earn a repeat sale?

Correct AnswerverifiedA

________ is the combination of two types of service behaviors: responsiveness and reliability.

Correct AnswerverifiedShow Answer

Some studies have found that of the customers that leave companies each year,approximately ________% leave because of bad customer service.

Correct AnswerverifiedD

Full-line selling,or suggestion selling,should be viewed as a form of customer service.

Correct AnswerverifiedTrue

Full-line selling is also known as:

Correct AnswerverifiedShow Answer

The most likely reason for salespeople to make follow-up telephone calls to customers is that:

Correct AnswerverifiedShow Answer

Diligence,an essential service behavior,combines responsiveness and:

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

In business-to-business sales,the most intense part of the sales relationship occurs:

Correct AnswerverifiedShow Answer

Which service behavior is LEAST important in business-to-business selling?

Correct AnswerverifiedShow Answer

In the six-step presentation plan,the"servicing the sale"step includes recognizing closing clues,expansion selling,and making follow-up calls.

Correct AnswerverifiedShow Answer

Developing relationships with employees in shipping,fulfillment,credit,and finance departments of your company can help you:

Correct AnswerverifiedShow Answer

According to sales trainer Tony Alessandra,there are three possible service outcomes. Which one should salespeople strive for?

Correct AnswerverifiedShow Answer

With full-line selling,it is beneficial to use demonstration or sales tools to build customer interest in the suggested item.

Correct AnswerverifiedShow Answer

Correct Answer
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Correct Answer
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Correct Answer
verified
full-line ...
View Answer

Correct Answer
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Correct Answer
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Correct Answer
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A

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D

Correct Answer
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True

Correct Answer
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Correct Answer
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Correct Answer
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