93) When the office supply salesperson loses an account to a competitor, he should:
A) treat the former customer like a prospect.
B) quit contacting the customer.
C) point out problems with the competitor’s products.
D) show the customer that he takes the action personally.
E) be curt and refuse to talk to the customer or others at the firm.
94) All of the following are ways a salesperson can win back a lost customer EXCEPT:
A) visiting and investigating.
B) being professional.
C) being courteous.
D) prodding and criticizing.
E) calling frequently.
95) It is said that “The customer is always right.” But according to the text the customer is wrong
when:
A) demanding fast delivery of a product.
B) requesting a refund for damaged goods.
C) lodging an unfounded complaint.
D) asking for a manufacturer’s discount.
E) requesting terms that harm the seller.
96) The customer could be right when he/she:
A) believes that he is right in spite of being wrong.
B) asks the salesperson to set an illegal price.
C) tempts the salesperson to conduct an unethical task.
D) is asking for terms that are harmful for the seller.
E) is dishonest.
97) As a salesperson, part of your job in handling a customer complaint is to do all of the
following EXCEPT:
A) obtaining as much relevant information from your customer as you can.
B) expressing sincere regret for the problem.
C) handling the complaint quickly.
D) following up to make sure the customer is satisfied.
E) pointing out that they are getting better service compared to the competition.
98) Rick Lee is a milk deliveryman in the U.S. He delivers milk, eggs, cottage cheese and orange
juice to 200 regular customers weekly. Imagine that after he made a predawn delivery, a dog
spilled the milk and broke the eggs. When the customer calls to complain, Lee should:
A) blame the dog.
B) ignore the complaint.
C) replace the food quickly.
D) call local animal control.
E) refer the customer to another dairy firm.
99) Why does the author say that salespeople should dress in armor?
A) To deal with rejection
B) To handle customer complaints
C) To create an open, friendly environment
D) To deal with the ethical dilemmas that occur in sales
E) To increase account response rates and customer referrals
100) You are a home appliance salesperson. One of your customers wants his television to be
repaired on a holiday, but the company service manager is on vacation. The company regulations
say that without written consent from the service manager, service engineers are not allowed to
work on holidays. How would you handle this situation?
A) Inform the customer that the company policies are against such a service.
B) Try to obtain approval by phone from the service manager or a higher authority.
C) Advise the customer to seek the help of a freelance service person.
D) Ignore the customer’s request until the service manager returns.
E) Provide service without approval and without pay.
101) You are the salesperson of an FMCG company. One of your retailers tells you to take back
some unsalable goods. You are not sure if the customer’s claim is honest or not. You do not want
to make the retailer unhappy as he brings you good business. How do you tackle this situation?
A) Ask the customer to avoid being dishonest.
B) Apologize to the customer and inform him that you are not sure of his claim.
C) Give the benefit of doubt to the customer and return the goods.
D) Never return the goods if you are not sure that the customer’s claim is true.
E) Return half the merchandise if the customer is correct.
102) A survey of purchasing agents shows that professional buyers believe it is most important
for salespeople to:
A) refuse to accept “no” as an answer.
B) have imagination in applying one’s products to the buyer’s needs.
C) make unplanned cold calls.
D) avoid dramatics in sales presentations.
E) keep customers informed about competitors.
103) All of the following are the most important traits professional buyers find in their top
salespeople EXCEPT:
A) willingness to find out the prices of the competition.
B) thoroughness and follow-through after the sale.
C) willingness to go to bat for the buyer within the supplier’s firm.
D) knowledge of the firm’s product line.
E) preparation of sales calls.
104) A survey of purchasing agents shows that professional buyers believe it is important for
salespeople to do all of the following EXCEPT:
A) preparation for sales calls.
B) follow up after the sale.
C) diplomacy in dealing operating departments.
D) use high-pressure sales tactics.
E) willingness to go to bat for the buyer within supplier’s firm.
105) According to a survey of purchasing agents, it is most important during a sales call for a
professional salesperson to:
A) speak about the competition.
B) demonstrate knowledge of the buyer’s product line.
C) use high-pressure techniques.
D) provide a solid marketing plan.
E) develop friendships with customers.
106) In any type of sales, salespeople should remember to:
A) avoid seeking customers because customers find sellers.
B) use highly structured, memorized sales presentations.
C) ask people during approach to buy their products.
D) spend all their time helping existing customers.
E) provide follow-up and service after the sale.
107) What are the three Fs of selling?
A) FAB, fluctuations, and forecasts.
B) Forecasts, FAB, and finances.
C) Faith, focus, and follow-through.
D) Fundamentals, features, and follow-up.
E) Fundamentals, forecasts, and the Four Ps.
108) Sales wisdom comes from:
A) the realization that the purpose of selling is to help and honor people.
B) an understanding of the importance of long-term account penetration.
C) the belief that customers are always right even when they are not.
D) the development of business networks and friendships.
E) a pursuit of selling to increase commission rates.
109) Which of the following statements about wisdom and knowledge is true?
A) Wisdom means having all the facts needed to make sales.
B) Knowledge is only acquired through experiential learning.
C) Knowledge refers to the possession of facts.
D) Knowledge refers to the usage of facts.
E) Wisdom and knowledge are the same.
110) A(n) ________ is a short, wise, easy to learn saying that calls a salesperson to think and act.
A) proverb
B) fact
C) statistic
D) simile
E) expression
111) Which of the following is NOT an example of a proverb of sales wisdom?
A) Customer choice between suppliers has never been greater.
B) It is always easier to sell to a satisfied customer than an unsatisfied one.
C) The cost of acquiring a new customer is lower than keeping a present customer.
D) Like a ripple in water, satisfied customers will tell others about their positive experiences.
E) You do business with the one you trust and you trust the one you know.
112) Define customer service.
113) List the various activities or programs that a salesperson can provide to make his
relationship with the customer more satisfying and add value to the relationship.
114) Explain how customer service increases sales for a salesperson. What are some examples of
providing excellent customer service?
115) What is business friendship? How is it different from a personal friendship?
116) Describe the different levels of friendship.
117) What is relationship marketing? Why is relationship marketing important to the success of
an organization and its salespeople?
118) Describe the three levels of relationship marketing.