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Exam 14: After the Sale: Building Long-Term Partnerships

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Question 31

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What is the difference between full-line selling and cross-selling?

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Full-line selling is selling the entire ...

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Question 32

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Like any type of salesperson, an advertising salesperson should disagree with her customer whenever the customer is wrong while handling his complaint.

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Question 33

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The best way to begin a relationship is for each party to be aware of what the other expects. What do customers typically base their expectations on?

The term _____ refers to the degree to which a change affects an organization.

A family-owned and operated company that sells collectible items through the mail and at its Web site is preparing to outsource its distribution department within the next 4 weeks. This will mean letting go or reassigning about 1/3 of its work force. Also, company employees must learn how to use the new computerized system even though many of them have resisted other forms of computerization. Describe the resistance to change that exists at this company in terms of the two critical elements to consider when making such a change.

To a large degree, customers base their initial expectations on sales presentations.

The first follow-up should be either made by telephone or mail; nothing of importance can be accomplished by an expensive personal visit.

What steps can a salesperson take to overcome conflict with a customer?

With _____, the emphasis is on helping the buyer realize the synergy of carrying all of the products in a product line.

To achieve increasing revenue in an account over time, the salesperson acts as a change agent.

Which of the following statements is NOT a guideline to use when determining the facts about a customer complaint?

A champion is also known as a(n) :

List the three stages between awareness and dissolution in partnership growth.

Angela is a salesperson for KSU exercise equipment. She would like to sell her deluxe exercise stations to Silver's Workout Centers. Hans is assistant regional director of the Silver Centers in the greater Chicago area, and is acting as a champion for Angela's product. We should expect all of the following EXCEPT:

What is the first step through which trust-destroying conflicts can be avoided?

Champions are internal experts who provide testimonials to influence purchase decisions within organizations. Weitz - Chapter 14 #20

What is generally meant by the use of the term preferred supplier?

Buyers do not always have regular buying cycles. What two items can the salesperson use to help keep his or her products in the buyer's mind?

When Marion got the customer to put the Pondmaster 1000 aquarium filter back on the shelf and buy the Pondmaster 1500, a more powerful filter, he was engaging in:

Anton has determined the facts in his customer's complaint. His next step should be to: