25) Everything that a business does to keep its customers happy is called ________.
A) Customer service
B) Customer appreciation
C) Postsale service
D) Purchaser service
E) Customer amenity
Learning Obj.: LO 5
AACSB: Analytical thinking
26) The best sales people ________.
A) Learn about a customer’s family, hobbies, and interests
B) Keep good records
C) Keep files on their customers with all sorts of information to deepen the relationship and
create genuine friendships
D) All of the above
E) None of the above
Learning Obj.: LO 3
AACSB: Analytical thinking
27) Some sales cycles take ________.
A) months
B) years
C) minutes
D) Both A and B
E) A, B, and C
Learning Obj.: LO 3
AACSB: Analytical thinking
28) The most important thing to do during a sales call is ________.
A) Listen, in order to learn what the customer needs
B) Keep talking so the customer doesn’t lose interest
C) Ask questions to keep the customer engaged in the sales call
D) Talk to co-workers
E) Lie to make the sale
Learning Obj.: LO 3
AACSB: Analytical thinking
7
29) Entrepreneurs ________ constantly, not just to customers, but to investors, bankers, and
people they want to hire.
A) Try to make a good impression
B) Sell
C) Both of the above
Learning Obj.: LO 1
AACSB: Analytical thinking
30) When you are starting out and cannot afford to pay sales representatives full-time salaries,
you can offer ________ instead.
A) Commissions
B) Marketing plans
C) Bonuses
D) Hourly wages
E) None of the above
Learning Obj.: LO 2
AACSB: Analytical thinking
31) Customer service is everything you do to keep your customers happy, especially after they’ve
bought something.
Learning Obj.: LO 5
AACSB: Analytical thinking
32) Personal selling is dealing with potential customers face to face and trying to convince them
to make a purchase.
Learning Obj.: LO 1
AACSB: Analytical thinking
33) Knowing your customers’ names can assist you in providing great customer service.
Learning Obj.: LO 5
AACSB: Analytical thinking
8
34) Knowing your customer includes knowing their needs and how your product addresses those
needs.
Learning Obj.: LO 2
AACSB: Analytical thinking
35) When closing the sale, it is important to summarize the features of your product.
Learning Obj.: LO 3
AACSB: Analytical thinking
36) The SBA offers advice on the components of customer care that they translate into the nine
rules of customer care.
Learning Obj.: LO 5
AACSB: Analytical thinking
37) The loss of customers can be beneficial to your business.
Learning Obj.: LO 5
AACSB: Analytical thinking
38) If a customer is dissatisfied, it is often the accountant who hears the complaint.
Learning Obj.: LO 5
AACSB: Analytical thinking
39) The costs of securing new customers are invariably significantly lower than the costs of a
repeat customer.
Learning Obj.: LO 5
AACSB: Analytical thinking
40) Unwanted online ads are referred to as spam.
Learning Obj.: LO 3
AACSB: Application of knowledge
9
41) Spams are face-to-face discussion groups focused on specific subjects.
Learning Obj.: LO 3
AACSB: Analytical thinking
42) The creative art of selling is teaching the customer how the features are benefits to them.
Learning Obj.: LO 1
AACSB: Analytical thinking
43) CRM is an acronym for “customer relationship management.”
Learning Obj.: LO 5
AACSB: Analytical thinking
44) When doing sales pitches, it is unlikely that you can improve your questions over time.
Learning Obj.: LO 3
AACSB: Analytical thinking
45) To “lurk” means to read messages and getting a feel for discussions on a Web site,
newsgroup, or the like, by participating in the online conversation.
Learning Obj.: LO 3
AACSB: Analytical thinking
46) Define customer service and give some examples of how a business can offer good customer
service.
Learning Obj.: LO 5
AACSB: Analytical thinking
47) Outline the principles of selling.
Learning Obj.: LO 2
AACSB: Analytical thinking
10
48) Discuss the eight-step sales call.
Learning Obj.: LO 3
AACSB: Analytical thinking
49) Describe three sales call behaviors used by successful salespeople.
Learning Obj.: LO 3
AACSB: Reflective thinking
50) Why have so many successful entrepreneurs started out in sales?
Learning Obj.: LO 1
AACSB: Reflective thinking
11