Professional Sales

According to Darryl Lehnus, salespeople should adopt a 3-by-3 strategy to build personal relationships with many individuals in a buying firm. This strategy implies that salespeople should _____.

have three personal relationships at three levels of the firm

When engaging in the expansion stage of a buyer-seller relationship, salespeople can use full-line selling. This type of selling places emphasis on _____.

helping a buyer understand the synergy of owning or carrying all associated products

Positioning a change is likely to help determine who is or is not involved in the change-related decision because salespeople are quite proactive in _____.

identifying improvement areas in their partners' organizations

A salesperson who has authority only to recommend an adjustment regarding a customer's complaint about product or service failure must _____.

inform the facts of the case accurately and promptly to the home or branch office of his or her firm

In the context of buyers raising objections, prospective buyers may deny requests by salespeople to set up appointment times or dates to _____.

introduce a product

It is important for an entire selling firm to have an orientation to develop partnerships with a buying firm. This is because strategic relationships _____.

involve direct, open communication between multiple members of both the buying firm and the selling firm

Recent research about the process of addressing customer complaints by salespeople suggests that _____.

it is more effective to offer several solutions and allowing a customer to choose one than to tell the customer what the solution will be

In the context of using technology to increase efficiency, technology that helps salespeople in managing the information necessary to be effective is a type of _ _ technology

knowledge management

Some firms involved in strategic relationships face and resolve customers' needs months or years ahead of the rest of the marketplace. These firms are known as _____.

lead users

Rhea's sales calls take her places. When she checks an application on her phone that tracks her sales calls, she realizes that the pattern makes her look like she has been jumping between places. Rhea's sales call planning exemplifies the _____.

leapfrog

After a claim related to a customer's complaints regarding product or service failure has been filed, salespeople must _____.

maintain contact with the customer to see that the customer secures the promised settlement

A transaction between a buyer and a seller in which each party is concerned only about its own benefit is known as a(n)

market exchange

In a relationship between a buyer and a seller, tangible investments by both parties are referred to as _ _

mutual investments

A buying firm decides to spend $200 million to buy any of the following: a new computer system, a new production machine, or a controlling interest in another firm. To quantify a solution in a selling situation, salespeople should estimate the return the buying firm would have earned from this investment. This is referred to as the _____.

opportunity cost

To quantify a solution in a selling situation, salespeople estimate the return a buyer would have earned from a different use of the same investment capital. This return is known as the

opportunity cost

The process of pipeline analysis by salespeople is also known as _____.

opportunity management

To quantify a solution in a selling situation, salespeople estimate the length of time it takes for the investment cash outflow to be returned in the form of cash inflows or savings. This length of time is known as the

payback period

Melissa, a salesperson, estimates that she has earned $5,000 in commissions by making 10 sales in 100 days. She sets a goal to make $8,000 by making 15 sales in 100 days. In the context of self-evaluation techniques, this scenario illustrates _____.

performance analysis

In the context of sales, goals relating to outcomes are known as _ _

performance goals / objectives

Customer relationship management (CRM) software can assist salespeople in determining the customers who require sales effort and related activities through a process that identifies and manages sales opportunities. This process is known as _____.

pipeline analysis

When finding the facts about complaints raised by a customer, salespeople should _____.

possess an open mind to find the facts in each case of product or service failure

In the commitment stage of a buyer-seller relationship, a(n) _-_ status means that a supplier is assured of a large percentage of a buyer's business and will get the first opportunity to earn new business.

preferred supplier / vendor

The time of day at which a salesperson is most likely to see a buyer is known as

prime selling time

Salespeople calculate the net profit a reseller makes, expressed as a percentage of sales, to quantify a solution in a selling situation. This net profit is referred to as the _____.

profit margin

The process of strengthening a sales presentation by showing a prospect that the cost of a proposal is offset by added value is known as _____.

quantifying the solution

A firm's attempts to build stronger bonds with their customers are referred to as _____.

relationship marketing

In professional selling, creating a type of relationship that best suits a customer's need, which may or may not require a partnership, is referred to as _____.

relationship marketing

Mutual investments by a buyer and a seller in a partnership that are particular to that partnership and cannot be transferred easily to another partnership are known as _____.

relationship-specific assets

A method of planning sales calls in a specific order to minimize travel time is known as _____.

routing

A scheme salespeople use to classify customers classifies accounts on the basis of a firm's competitive position with an account, along with the account's sales potential. This scheme is referred to as the _____.

sales call allocation grid

Conversion goals of a salesperson are important because they _____.

show how efficiently the salesperson uses resources to achieve performance goals

Salespeople can quantify a solution in a selling situation by listing the costs to a buyer and the savings the buyer can expect from the investment. This is often known as a(n) _____.

simple cost-benefit analysis

In the context of a strategic partnership, a contract that specifies a vendor as the only one with whom a buyer will do business in a specified set of products or situations is called a(n) _ _ _

sole source agreement / contract

In the context of the sales call allocation grid, the _ _ _ dimension indicates how strong a company and its salespeople are in selling an account.

strength of position

In the context of customer relationship management (CRM) programs, a file or calendar that salespeople use to remember when to call specific accounts or take other actions is called a(n) _ _

tickler file

Salespeople hear many objections from a buyer while they attempt to obtain commitment as part of a sales presentation. This shows that they have _____.

to build their skills in uncovering and responding to the objections

An objection from an accurately qualified buyer that his or her firm has no need for what a salesperson is selling shows that the buyer is _____.

unconvinced that a buying need exists

Joseph, a salesperson, prepares to make a sales presentation to a group of customers. To reduce presentation jitters, he should _____.

visualize the customers as his friends

Salespeople should set activity goals as the last type of goal because they _____.

will be determined by the desired level of performance at a certain rate of conversion

Dividing a salesperson's territory into sectors, on the basis of travel requirements and number of customers, to minimize travel time is known as

zoning

A $100 million investment of a firm is assumed to provide annual cash inflows over the next five years of $30 million per year. The cash inflows are discounted, at the firm's cost of capital, and the result is that they are actually worth $120 million in today's dollars. Based on this scenario, calculate the net present value (NPV) to quantify a solution in a selling situation.

$20 million

Arrange the stages of self-management process in selling in the correct order of occurrence.

1. Set goals. 2. Allocate resources and determine strategies to meet goals. 3. Implement time management strategies. 4. Evaluate performance

AutoSpeed Inc., a reselling firm, buys 50 motorbikes. It stocks 3 motorbikes in its showroom for daily sales. The selling price of a motorbike is $10,000. As part of selling value to resellers, calculate the inventory turnover of AutoSpeed Inc.

16.6 times

CeraTech Inc., a reselling firm, buys 100 units of laptop computers. In its outlet, it stocks only 5 units for daily sales. As part of selling value to resellers, calculate the inventory turnover of CeraTech Inc.

20 times

A salesperson has an "out Tuesday, back Friday" complex. It means that he or she makes _____.

20 to 30 percent fewer sales calls than a salesperson who works a full week

WoodFab Furniture buys 100 furniture units for $2,000 each and spends $80,000 in expenses for advertising, salesperson commission, and store rent. It sells them all at an average price of $5,000 per unit. To quantify a solution in a selling situation, calculate the profit margin that WoodFab Furniture makes.

44 percent

Match the types of accounts salespeople identify using ABC analysis (in the left column) with their descriptions (in the right column). Instructions

A accounts: 20 percent of accounts that are able to buy the most B accounts: 80 percent of accounts C accounts: Noncustomers or accounts with low potential for sales

Match the parties involved in a market exchange (in the left column) with their objectives (in the right column).

A buyer: Gaining a product at the lowest possible price A seller: Making a sale

Which of the following are conflicts that are likely to exist in a buyer's mind? (Check all that apply.)

A doubt that a seller has not acceptably sold value A struggle between emotion and reason

Match the kinds of partnerships between a seller and a buyer (in the left column) with their descriptions (in the right column). Instructions

A relational partnership: Most communication between the buyer and the seller goes through a salesperson. A strategic partnership: It involves more direct communication ties between the buyer and the seller than the other kind of relationship.

The simplest scheme salespeople use to classify customers ranks customers by sales potential. This scheme is referred to as _____.

ABC analysis

Identify the main concerns of two parties engaged in a partnership. (Check all that apply.)

About each other's welfare About building a win-win relationship

What are the components of the first follow-up a salesperson should perform after a sale with a buyer? (Check all that apply.)

Acknowledge the buyer for the sale Ensure the product sold by the salesperson is working properly

Identify the components of the Four As that describe the selling process. (Check all that apply.)

Assure Acquire Acknowledge Advise

Arrange the stages of a buyer-seller relationship in the order of occurrence. (Place the first step at the top.) Instructions

Awareness Exploration Expansion Commitment

How can salespeople prove their dependability to buyers? (Check all that apply.)

By calling at times preferred by the buyers By using third-party references By using product demonstrations

In the context of a selling situation, how should a salesperson create a customer value proposition (CVP)?

By communicating with the customers By brainstorming with the sales team

Identify the methods used by a salesperson to conduct a comparative cost-benefit analysis to quantify a solution in a selling situation. (Check all that apply.)

By comparing the current situation's costs with the value of the proposed solution By comparing his or her product with that of a competitor

How do successful salespeople react to a buyer's objections? (Check all that apply.)

By listening without interrupting By assessing objections before answerin

Identify the foundational elements of strategic partnerships. (Check all that apply.)

Common goals Organizational support

In which of the following situations does zoning work best? (Check all that apply.)

Compact territories Situations in which salespeople do not frequently call on the same accounts

When developing an effective schedule, which of the following should salespeople do as part of follow-up?

Compare how much time an activity actually took with how long they thought it would take

Resellers and vendors use a computer-to-computer transmission of data from resellers to vendors and back. It is referred to as

EDI electronic data exchange

Match the stages of a buyer-seller relationship (in the left column) with their descriptions (in the right column). Instructions

Exploration stage: Salespeople must demonstrate their availability to customers. Commitment stage: Salespeople must take a proactive communication stance to customers.

True or false: A way to improve customer retention and firm profitability is to use a seller-oriented sales approach.

FALSE

True or false: Activity goals of a salesperson are independent of his or her performance and conversion goals.

False

True or false: For salespeople, paperwork time is more productive than time spent selling to customers.

False

True or false: Salespeople should handle all customer care activities by e-mail or phone.

False

True or false: To be most effective at ensuring proper initial use of a product or service, a salesperson should wait until a user has trouble with the product or service.

False

True or false: While engaging in productivity analysis, salespeople must not calculate conversion ratios for each step of a sales cycle.

False

Identify an example of a customer who is satisfied with the way in which a seller has dealt with his or her complaints about a product or service.

Gerald, who quickly received fair treatment from the seller

Tessa, a salesperson, plans to give an oral sales presentation to buyers. Match the methods she can choose to give a written proposal to the buyers (in the left column) with their procedures (in the right column). Instructions

Giving the buyers a copy of the complete proposal before the presentation: Spend about 5 to 10 minutes outlining the proposal and then ask for questions during the meeting Giving the proposal to the buyers during the presentation: Distribute the proposal a section at a time to avoid having the buyers read ahead instead of listening to the presentation

Which of the following are advantages of a time-based strategy for positioning a change? (Check all that apply.)

It enables salespeople to ensure that each sales call makes some contribution to strategic account objectives. It guides salespeople during sales calls.

Which of the following activities are likely to take up a salesperson's work time? (Check all that apply.)

Learning about new products Attending meetings

Identify the components of the LAARC Method used by salespeople to respond to buyers' objections.

Listen Acknowledge Respond Confirm Assess

In the context of anticipating objections, which of the following strategies are companies and salespeople likely to employ? (Check all that apply.)

Listing common objections and beneficial answers Videotaping practice role plays

In the context of quantifying a solution for a prospect's problem during a sales presentation, match the levels of risks faced by the prospect (in the left column) with the corresponding situations (in the right column).

Little risk: Situations that involve products or services such as replacement parts or repairs Moderate risk: Situations that involve the expansion of the production capacity of a plant for an existing successful product High risk: Situations that involve programs designed to decrease costs or increase sales Super-high risk: Situations that involve brand-new products or services

What should a professional salesperson do as part of postcall analysis? (Check all that apply.)

Look for particular areas to improve Assess the success of the overall sales call

What should salespeople do when faced with a buyer's price objection? (Check all that apply.)

Make sure to establish the value of a product or service Utilize communication tools effectively Make sure to have up-to-date information

Salespeople calculate the net present value (NPV) to quantify a solution in a selling situation. Identify a formula to calculate NPV.

Net present value = Future cash inflows discounted into today's dollars - Investment

Match the types of objections during a sales call (in the left column) with their examples (in the right column).

Objections related to needs: Buyers are happy with the way things are in present times. Objections related to the product: Buyers need more information. Objections related to the source: Buyers have heard complaints about sellers, personally. Objections related to time: Buyers are just not interested currently.

To quantify a solution in a selling situation, salespeople estimate the payback period. Identify a formula to calculate the payback period expressed in years.

Payback period = Investment ÷ Savings (or profits) per year

In the context of the exploration stage of a buyer-seller partnership, which of the following develop when the vendor performs well with a small percentage of the buyer's business? (Check all that apply.)

Personal relationship Trust

When a salesperson is selling a novel and distinct product, service, or idea, he or she is engaging in a type of selling called

Pioneer

Identify the steps salespeople should take to avoid trust-destroying conflicts with customers. (Check all that apply.)

Provide the customers with a clear product description Explain who has authority to do what, both for the customers and for selling firms

Salespeople estimate the return on investment (ROI) to quantify a solution in a selling situation. Which of the following is a formula to assess ROI?

ROI = Net profits (or savings) ÷ Investment

As a method to quantify a solution in a selling situation, salespeople estimate the net profits, or savings, expected from a given investment, and express them as a percentage of the investment. This expression is known as the

ROI return on investment

Match the ranks that salespeople assign to activities in their to-do lists (in the left column) with their descriptions (in the right column). Instructions

Rank A: Activities that require immediate action Rank B: Activities that are of secondary importance Rank C: Activities that are likely to be done only if time permits

In the context of an unsatisfactory product, which of the following are possible settlements provided by salespeople? (Check all that apply.)

Replacing the product to the customer without cost Sending the product back to the factory to make a decision

Match the types of sales call patterns (in the left column) with their descriptions (in the right column). Instructions

Routine call patterns: Occurs when a salesperson must see the same customers regularly Variable call patterns: Occurs when a salesperson must call on accounts in an irregular order

The use of technology and statistics to identify important suppliers and opportunities for cost reduction, greater efficiency, and other benefits is known as _ _ _ It is an important trend in the awareness stage of strategic relationships.

SRM supplier relationship management

If customers and salespeople are geographically distant from a home office, who are in the best position to make adjustments related to customer complaints fairly, promptly, and satisfactorily?

Salespeople

Which of the following are true statements in the context of a salesperson positioning a change as a change agent? (Check all that apply.)

Salespeople examine particular needs of various populations in an account for the highest chances of success. Change positioning is like product positioning in mass marketing.

Identify a true statement about the need for salespeople to set sales goals.

Salespeople have a guide to direct their activities when sales goals are set and followed properly.

Identify the steps of a two-step approach salespeople use to deal with a buyer's price objections. (Check all that apply.)

Sell value and quality of a product or service rather than its price Try to look at the objection from the buyer's perspective, asking questions to clarify the buyer's perspective

In the context of buyer-seller relationships, match the types of selling (in the left column) with their goals (in the right column). Instructions

Selling in market exchanges: Making a sale Selling in long-term relationships: Building trust

According to Huthwaite, an international research and training organization, identify the components of a logical needs identification sequence that is experienced by successful salespeople. (Check all that apply.)

Situation questions Problem questions Need payoff questions Implication questions

Identify the preferable traits of sales goals. (Check all that apply.)

Specific Measurable Time based

Which of the following are observations that salespeople must make when monitoring competition? (Check all that apply.)

The benefits that competitors offer The selling strategies of competitors

Identify a true statement in the context of the exploration stage of a buyer-seller relationship.

The buyer first gives a small percentage of his or her business to minimize risk in the case that the vendor is unable to perform.

In the context of sales call patterns, which of the following are the types of routing plans? (Check all that apply.)

The cloverleaf approach to routing The straight-line approach to routing

In the context of the dissolution stage, which of the following steps are recommended to repair damage to trust in a conflict? (Check all that apply.)

The events that led to the loss of trust should be observed and acknowledged. A peer should be allowed a chance to save face and gain agreement on any mitigating circumstances.

Identify the examples of performance goals in sales. (Check all that apply.)

The number of prospects identified The number of sales generated

Match the critical elements of change in an organization (in the left column) with their descriptions (in the right column).

The rate of change: Refers to how quickly a change is made in an organization The scope of change: Refers to the degree to which the change affects an organization

In the context of a selling situation, identify the main parts of a typical customer value proposition (CVP) created by a salesperson. (Check all that apply.)

The salesperson offering himself or herself as the personal problem solver The product's or service's tangible and intangible benefits, including economical and emotional

Which of the following are objectives underlying the action of determining a strategy for a suggested change and setting that strategy against a timeline? (Check all that apply.)

The strategy is a framework of scheduled sales calls. The timeline estimates the time when each sales call should take place.

Which of the following are true of physical resources such as free samples, demonstration products, brochures, and trial products? (Check all that apply.)

They are perceived as investments by the salespeople using them. They are costs to the selling company that invests in them.

What are the characteristics of partners in a strategic partnership? (Check all that apply.)

They have a high level of trust in and dependence on each other. They share confidential information.

Identify a true statement about champions who work for a buying firm in the areas most affected by a change proposed by a salesperson.

They help the firm implement the change once a decision has been made.

In the context of helping service a product, identify the responsibilities of salespeople. (Check all that apply.)

They should be able to take care of minor adjustments and repairs. They should get to know their company's maintenance and repair personnel.

Identify a guideline for salespeople to classify customers.

They should classify customers based on the customers' sales potential.

Identify a guideline for salespeople to use indirect denial as a method to address a buyer's objection.

They should identify the position of the buyer and introduce substantial evidence.

What should salespeople do to minimize the impact of paperwork on their prime selling time? (Check all that apply.)

They should not allow paperwork accumulate. They should perceive paperwork positively.

In the context of handling rude and irate customers, which of the following is the Golden Rule for salespeople?

They should treat customers the way they would like to be treated.

In the context of securing commitment to a buyer-seller relationship, which of the following is a responsibility of salespeople?

To convince the senior management of the benefits of contracting with the buyer

Why do salespeople allocate selling resources after finding customers or companies that are most likely to buy?

To maximize the selling opportunities the salespeople offer

Why are strategic partnerships created?

To uncover and exploit joint opportunities

What are the responsibilities of salespeople as part of monitoring order processing? (Check all that apply.)

Transmitting purchase order information for immediate entry into the system Tracking progress of orders in process closely

True or false: All activity goals set by salespeople are intermediate goals.

True

True or false: Customer relationship management (CRM) programs can generate to-do lists and calendars by listing certain customer types or through a tickler file.

True

True or false: In the final stage of self-management process in selling, salespeople assess performance to determine whether the set goals will be reached.

True

True or false: Reaching personal development goals help salespeople improve overall job performance and increase personal satisfaction.

True

Identify the ways of action a salesperson should adopt if he or she is convinced that a customer's claim is dishonest. (Check all that apply.)

Unmask the fraudulent claim and appeal to the customer's sense of fair play Provide the customer with an opportunity to save face by suggesting that a third party may be to blame

Identify the guidelines for salespeople developing charts and related visuals for a sales presentation using PowerPoint. (Check all that apply.)

Use 28-point type for titles Use 24-point type for text Use Arial or Helvetica as the font

In the context of the sales call allocation grid, match the different types of accounts based on their attractiveness (in the left column) with what it means for sales organizations (in the right column). Instructions

Very attractive accounts: Sales organizations have a strong position with the accounts. Potentially attractive accounts: Sales organizations currently have a weak position with the accounts. Somewhat attractive accounts: Sales organizations have a strong position with the accounts but limited future opportunity. Unattractive accounts: Sales organizations currently have a weak position and low opportunity with the accounts.

Match the key issues that salespeople should address when writing their customer value proposition (in the left column) with their requirements (in the right column).

What is important to a specific prospect?: Requires the salespeople to understand the prospect's business model How can the salespeople demonstrate their capability to a specific prospect?: Requires the salespeople to communicate value of a proposed solution to the prospect

Which of the following are typically taught to new customers as part of customer onboarding? (Check all that apply.)

What to expect in billing and payment How to order service and/or supplies

When are buyers likely to offer objections in an attempt to get more information about a sales offering? (Check all that apply.)

When buyers are concerned about the resources required to execute what salespersons propose When salespersons are unable to provide substantial credible proof about a benefit

In which of the following situations do misunderstandings frequently occur between salespersons and customers? (Check all that apply.)

When customers are unacquainted with technical terms When customers are oblivious to the distinctive capabilities of a product

When are prospects likely to voice objections simply to dismiss a salesperson? (Check all that apply.)

When the salesperson is cold calling When the salesperson is attempting to get an appointment

In the context of the sales call allocation grid, the _ _ dimension indicates the extent to which a customer requires a product and whether the customer has the ability to purchase the product.

account opportunity

Adam, a salesperson, estimates that he has made 6,000 sales calls in the first 100 working days, or 60 calls per day. He sets his goal to make 100 calls per day. In the context of self-evaluation techniques, this scenario illustrates _____.

activity analysis

Behavioral objectives set by salespeople such as the number of calls made in a day and the number of demonstrations performed are known as

activity goals

Behavioral objectives set by salespeople such as the number of calls made in a day and the number of demonstrations performed are known as _ _

activity goals

To determine the facts about complaints raised by a customer, salespeople should _____.

analyze the product claimed to be defective in the customer's presence

When engaging in postcall analysis, salespeople should _____.

analyze whether the set sales call objectives were reached

In the context of buyer-seller relationships, _ _ of a customer refers to his or her emotional attachment to a brand, company, or salesperson.

attitudinal loyalty

In the context of buyer-seller relationships, _ _ of a customer refers to the purchase of the same product from the same vendor over time.

behavioral loyalty

In the context of relationship marketing, employees who cross the organizational boundary and interact with customers or vendors are termed _-_ _

boundary-spanning employees/workers

In the context of buyer-seller relationships, a customer demonstrates behavioral loyalty when he or she _____.

buys a product or service out of habit

Voice recognition systems in computers enable salespeople to _____.

carry out paperwork without any paper

Advocates or internal salespeople who work for a buying firm in the areas most affected by a proposed change and work with a salesperson to make the proposal successful are known as _____.

champions

To achieve increasing revenue in an account over time, a salesperson acts as a(n) _ _ , or a cause of change in an organization.

change agent

Michael, a salesperson, uses an application to track his call patterns with customers. He realizes that the application shows him going around in a hooplike manner every week. In the context of sales call planning, Michael seems to be using the _____.

circular approach to routing

If a salesperson uses the _____ for a routine call pattern, every sixth Wednesday would find him or her in the same location.

cloverleaf routing approach

In the context of tracking rival selling firms, developing relationships with possible influencers in an account helps salespeople stay informed about _____.

competitor actions

LinTech Inc., a selling firm, is currently the sole supplier to Crystals Corp., a buying firm. Salespeople at LinTech Inc. assume that business from Crystals Corp. is theirs and will always be theirs. In sales terms, the salespeople's assumption at LinTech Inc. is known as _____.

complacency

A type of goal set by a salesperson that measures his or her efficiency is known as a(n) _____.

conversion goal

Number of sales per sales calls made by salespeople is referred to as the _ _. It is a significant measure of a strategy's effectiveness used by the salespeople.

conversion ratio

The values and beliefs held by senior management of a firm are termed

corporate culture

The average percentage of business received from a company's accounts in a particular category is known as _ _

customer / account share

The process by which new customers are taught how to most effectively use what they just purchased in order to get the value they desire and other procedures that will enhance the customer experience is known as _ _

customer / buyer onboarding

The degree to which a salesperson puts a buyer's needs first is known as _ _

customer / buyer orientation

In the context of the value of buyers, the combined total of all future sales is known as the _____.

customer lifetime value (CLV)

Salespeople should continuously check customers' levels of satisfaction and perceptions of product performance because _____.

customer satisfaction is the most significant reason for reordering at the exploration stage of a buyer-seller relationship

In the context of the stages of partnership, poor complaint handling in the exploration stage leads to the _____ stage.

dissolution

When selling value to resellers, salespeople estimate the resellers' inventory turnover. It is typically estimated by _____.

dividing the annual sales by the average retail price of the inventory on hand

Salespeople are required to handle customer complaints. They need to understand that customers _____.

expect their feelings to be acknowledged

Unlike performance goals of a salesperson, the salesperson's conversion goals ___.

express relative accomplishments

True or false: All dissolution in buyer-seller relationships is the result of conflicts between buyers and sellers.

false

True or false: Suppliers and resellers with efficient consumer response (ECR) or quick response (QR) relationships avoid using electronic data interchange (EDI) to transmit purchase orders and shipping information.

false

To build personal relationships with many individuals in a buying firm, according to Darryl Lehnus, salespeople should _____.

follow a 3-by-3 strategy

Catherine is a salesperson for a pharmaceutical company. To avoid the issue of complacency, she should _____.

frequently audit her own customer service

Salespeople can sell an entire range of associated products to a buyer as part of the expansion stage of a buyer-seller relationship. This process is known as _____.

full-line selling

Long-term market exchanges characterized by behavioral loyalty are referred to as

functional relationships

When a seller permits salespeople to only recommend a course of action related to a customer's complaints, it _____.

guarantees the customer of attention from a higher level of the seller's management