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

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Question 51

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Which of the following statements about complaints is true?

A) It is wise to assume that all complaints are unjustified.
B) It is not the job of the salesperson to forestall future complaints.
C) Firms do not set up procedures for dealing with claims over $200 because claims this large may require legal advice.
D) A fair settlement made in the customer's favor helps resell the company and its products.
E) A customer who doesn't complain is a happy customer.

F) All of the above
G) A) and B)

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Question 52

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Which of the following statements about complaints is true?

A) Handling complaints properly is most important during the commitment stage of a partnership.
B) Salespeople can cause complaints about products that are performing exactly as they were intended to perform.
C) The buying company should view a complaint as an opportunity to prove it is a reliable firm with which to do business.
D) Only when complaints are eliminated can a true partnership be formed.
E) All of the above statements about complaints are true.

F) B) and E)
G) None of the above

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Question 53

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_____ selling is selling the entire line of associated products.

Why do some attempts at cross-selling almost seem like a new-task buying situation?

General Mills and Nestle of Switzerland created Cereal Partners Worldwide for the purpose of fine-tuning Nestlé's European cereal marketing and distributing General Mills cereal worldwide. One reason for General Mills' participation in this alliance was to make sure that it has a similar _____ to distributors in Europe.

Assuming the proper expectations were set, customers can be disappointed when the product performs poorly, is used improperly, or the terms of the contract are not met. Weitz - Chapter 14 #9

Bob is a 3M salesperson who sells to companies that must protect their employees from contact with hazardous waste. A fertilizer company has purchased 10 cases of respirators. Bob has explained to the company's buyer that the company would also benefit from the 3M cleanup training package that includes 1 15-minute video, 25 study guides, a 10-step spill response poster, 75 wallet cards, and 25 certifications of completion. What is Bob trying to do?

If a company has a policy that the customer is always right, what do they not need to do?

Which of the following is NOT one of the tips for management to encourage effective cross-selling?

If the salesperson is convinced the customer is making a dishonest claim about a product problem, the text states the salesperson has two options, he or she can either unmask the fraudulent claim and appeal to the customer's sense of fair play or:

An excellent way to generate repeat orders is to be present at buying time, but since not all buyers purchase at predictable times the text suggests the salesperson try to be present in the buyer's mind at buying time by using catalogs and:

Which of the following statements about upgrading is true?

Which of the following statements about retaining customers is FALSE?

Ralph recognizes that most of the people he established a business partnership are no longer in their organizations. He does not know what his customers are planning next or what his competitors are doing. Ralph is most likely in the ____________ stage of business partnerships.

Discuss the most common explanation for why salespeople lose long-term customers.

Jason knows his customer has a complaint but does not know what the complaint is. Based on past experience, Jason could anticipate that source of the complaint is any of the following EXCEPT:

A good way for NevaFlat Tire Company to impress the purchasing executives at GM's Saturn plant with their ability as a dependable supplier is to deliver the 10,000 tires GM ordered two weeks early.

Gail is the Westinghouse salesperson on the Deep South Electric account (a major public utility company) . Westinghouse and Deep South have developed a partnering relationship in which Deep South buys all of its pole mounted transformers from Westinghouse. Gail worked hard for several years to establish this partnership, and now she is much more relaxed. Her only client is Deep South and she knows the two firms are committed to the relationship. Her success has allowed her to begin using two or three afternoons during the week to work in her garden or play golf with some old college pals. The text would say Gail's _____ is putting her account partnership in jeopardy.

According to the text, a number of questions often affect the action to be taken on a customer complaint. Which of the following questions would likely have the largest affect how a customer complaint is settled?

The best way to begin a sales relationship is for each party to be aware of what the other expects.