Question 4 In the context of service enthusiasm, a salesperson must: make it easy for his or her customers to discuss problems or complaints. not concern himself or herself with the customer once a sale is made. use cold canvassing for customer prospecting always advise a customer to talk directly to the after-sales support for any assistance. apply the practices of the traditional sales process Question 5 In the context of partnership-enhancement activity, a salesperson should: O focus on short-term orders. apply the practices of traditional selling, train customer personnel even when contract does not call for it. use cold canvassing for customer prospecting avoid critical encounters with customers. 1 pts Question 6 In the context of providing quality customer service, refer to brief periods of time when a customer comes into contact with a salesperson, the training staff, installers, field engineers, or service personnel and has an opportunity to form an impression. close encounters watershed moments innovation meetings forecast periods moments of truth Question 7 Service enthusiasm does not help an organization generate profits. helps put customers' convenience first helps minimize critical encounters with customers. is a core component of the traditional sales process. does not require a service-minded corporate culture. Question 8 In the context of service enthusiasm, reputation: does not require a service-minded corporate culture. does not provide a competitive edge. O is a core component of the traditional sales process. helps minimize critical encounters with customers, allows a salesperson to distinguish himself or herself from the competition. Question 10 Which of the following is likely to help an organization expand collaborative involvement? Hosting training sessions with customers Minimizing critical encounters with customers Developing service resilience Applying the practices of traditional selling OUsing cold canvassing for customer prospecting 1 pts Question 12 In the context of buyer-seller relationships, overpromising and underdelivering to a customer is an example of a relationship enhancer risk reversal service resilience a service motivator a relationship detractor