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117) When Barbara realized she didn't have all of the technical information she needed to answer
the customer's questions, she made a call to her office. Who would be most likely to provide
appropriate assistance?
A) sales support personnel
B) an order taker
C) another salesperson
D) her sales manager
E) an order getter
118) Since Al's Auto Parts has had trouble with its windshield wiper manufacturer in the past, it
is requesting a guarantee from the company before it will place another order. Which of the
service quality dimensions is being addressed in this scenario?
A) ethics
B) assurance
C) tangibles
D) responsiveness
E) empathy
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142) Sales experts have identified five key personal traits that are often found in successful
salespeople. List and define these five traits.
143) Explain some of the challenges and the solutions to these challenges of CRM systems.
