Exam 4

Chapter 11

100

You should be which of the following when trying to obtain commitment?

a) aggressive

b) assertive

c) submissive

b) assertive

200

Which traditional closing methods stresses the negative consequences if a customer does not make the purchase?

a) minor point close

b) continuous yes close

c) standing room only close

d) assumptive close

c) standing room only close

300

Traditional emphasis on "getting the sale no matter what" does all of the following EXCEPT:

a) damage trust

b) compliments buyer's intelligence

c) raises possibility of losing commitment

c) compliments buyer's intelligence

400

Which method for obtaining commitment is best when meetings were long and occurred numerous times? 

a) direct request

b) benefit summary

c) probing

d) balance sheet

b) benefit summary

500

In order to have a successful trial offer, which of the following should occur?

a) set a specific time for training

b) fluid documentation of the decision criteria

c) allow the decision to occur over time

a) set a specific time for training

Chapter 12

100

The ultimate goal of negotiations is to reduce conflict.

True or False

True

200

Which points of negotiation are buyers/sellers lease likely to concede?

a) minor points

b) major points

c) price

b) major points

300

The negotiation profile that buyers/sellers would be most beneficial is: 

a) competing

b) accommodating

c) collaborating

d) compromising

d) compromising

400

People who operate in the ______ mode are unassertive and uncooperative.

a) avoiding

b) compromising

c) collaborating

d) accommodating

a) avoiding

500

Which of the following is a variation of lowballing?

a) budget bogey

b) preliminaries

c) sneak attack

d) nibbling

d) nibbling

Chapter 13

100

What is the combined total of all future sales?

a) transactional relationships

b) relationship marketing

c) customer lifetime value

c) customer lifetime value

200

Dissolution is the last step of the commitment process.

True or False.

False

300

Successful relationships involve all of the following EXCEPT:

a) mutual investments

b) powerful motivation

c) strong incentive to pool strengths

d) total dependence on one another

d) total dependence on one another

400

The least important component of mutual trust is which of the following?

a) Honesty

b) Competence

c) Likeability

d) Dependability

e) Customer orientation

c) Likeability

500

Thinking of loyalty as a progression, which is more important?

a) behavioral loyalty

b) attitudinal loyalty

c) trust

d) commitment

c) attitudinal loyalty