Question 1

Which of the following is a guideline that salespeople should follow when solving customers complaints?

Multiple Choice

A) They should diverge from the complaint as much as possible.

B) They should divert the customers attention with other products.

C) They should ask the customer to return in a few weeks.

D) They should justify and blame a third party for a complaint.

E) They should handle a grievance in a friendly manner.

Question 2

Identify a feature about the dissolution stage in a sales relationship.

Multiple Choice

A) extensive network of personal and professional contacts in the partnering firm

B) failure of a proposal due to incorrect positioning of the proposed change in the relationship

C) keen awareness of the potential plans of the partnering firm

D) failure to monitor the industry in which either the salesperson or the customer operates

E) high degree of competence even at the later stages of the partnering relationship

Question 3

Fuchsia Folk Stories sells exotic flowers, bouquets, vases, packing materials, and other items required for flower arrangements. It recently started selling its exotic flowers at supermarkets and cafes. It is now trying to convince these stores for it to also sell its vases, packing materials, bows, cards, and other items as it noticed that customers are also looking to purchase such items along with the flowers. It claims that its products are of better quality and are more affordable than those of other competing companies and discusses the benefits of selling these products. It informs the supermarkets and cafes that they can expect more customers to visit their stores and cafes and that it will increase their chances of sales. Which of the following types of selling is most likely illustrated in this scenario?

Multiple Choice

A) full-line selling

B) solution selling

C) phishing

D) backdoor selling

E) upgrading

Question 4

Identify a true statement about the follow-up that salespeople should perform after a sale.

Multiple Choice

A) Salespeople should follow up with only those members of the buying center who are directly involved in the use of the product.

B) Salespeople should ideally follow the three-by-three strategy to make all their follow-up calls.

C) Salespeople should avoid regular follow-up with their accounts to identify any changing needs as it will tarnish goodwill between the seller and the buyer.

D) Salespeople should make a call to say thank you and to check to see that the product is working appropriately.

E) Personal follow-up visits should be avoided because they are expensive and tend to accomplish little.