Chapter 9
A salesperson's job of educating and satisfying the buyer stops once the sale is concluded.
a. True
b. False
b. False
_____ is the process of scheduling activities that can be used as a map for achieving sales objectives.
a. Account classification
b. Sales planning
c. Portfolio analysis
d. Route scheduling
b. Sales planning
When handling complaints from a customer, a salesperson must:
a. emphatically inform the customer what he or she cannot do.
b. agree with the customer even if his or her expectations are unrealistic.
c. avoid critical encounters.
d. listen carefully and get the whole story.
d. listen carefully and get the whole story.
Properly developed goals are _____.
a. easy to achieve and profit oriented
b. spontaneous and creative
c. flexible and accommodating
d. specific and quantifiable
d. specific and quantifiable
If a customer loses his or her cool, the salesperson should show _____.
a. candor
b. brevity
c. resilience
d. apathy
c. resilience
_____, also referred to as ABC analysis, is the simplest and most often used method for account classification.
a. Single-factor analysis
b. Territory analysis
c. Predictive analysis
d. Portfolio Analysis
a. Single-factor analysis
The three dimensions of customer service are:
a. communication, product quality, and diligence.
b. product quality, feedback, and service motivation.
c. communication, resilience, and service motivation.
d. product quality, customer experience, and communication.
c. communication, resilience, and service motivation.
_____ is a territory routing plan in which salespeople start from their offices and make calls in one direction until they reach the end of the territory.
a. A circular routing plan
b. The cloverleaf routing plan
c. A straight-line routing plan
d. The leapfrog routing plan
c. A straight-line routing plan
_____ are meetings in which a salesperson encourages a buyer to discuss tough issues, especially in areas where the salesperson's organization is providing less-than-satisfactory performance.
a. Benchmarking exercises
b. Critical encounters
c. Pipeline meetings
d. Innovative meetings
b. critical encounters
In the context of account classification, which of the following is a feature of portfolio analysis?
a. It is less complex compared to ABC analysis.
b. It requires no statistical data to classify the accounts.
c. It uses only one factor to analyze an account.
d. It is represented in the form of a matrix.
d. It is represented in the form of a matrix.