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Question
A front desk clerk at a ReView Hotel receives a call from a ReView Gold Rewards Member guest complaining that the wireless Internet in her room is fading in and out. Without Internet access, she won't be able to make her deadline for this business trip.Why is it most likely important to maintain this guest's satisfaction with the hotel and the front desk clerk?
A) The guest is visiting the ReView Hotel during the off season and is paying a below average rate for the room.
B) The guest is already satisfied with the wireless service, so her cluster of satisfactions will be maintained if she is also satisfied with the hotel and the front desk clerk.
C) The guest's membership in the hotel's rewards club indicates a previous level of satisfaction that should be maintained by the front desk clerk to ensure customer loyalty.
D) The hotel maintains exclusivity through various pricing levels and room features.
E) The clerk is the only employee of the hotel with whom the guest will have contact.
Answer
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Related questions
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The training programs of both small and large marketing firms should incorporate three dimensions. One of them is knowledge of the product line, company marketing strategies, territory information, and business trends. What are the other two?
A) knowledge of personal selling skills; in-field sales training with supervision
B) knowledge of personal selling skills; knowledge of self and others
C) knowledge of company policies, procedures and benefits; stress management
D) explanation of compensation methods; in-field sales training with supervision
E) attitudes toward the company, its products, and its customers; application of personal selling principles and practices
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Some organizations are using ability or aptitude assessment instruments to determine future performance in certain types of sales jobs. Experts in the field of employment testing say that test scores:
A) can be very misleading to the employer, so they should not be used
B) should not be considered because of possible legal problems
C) are not helpful for most firms because of validity issues
D) can be helpful when used in conjunction with other criteria
E) are excellent measures to determine future performance
Q:
The first step toward identifying the type of applicant to be recruited for a sales job is to:
A) determine the compensation plan
B) consult the sales staff for recommendations
C) determine the actual duties of the position
D) develop personality and skills assessments
E) search for applicants from traditional sources
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Decision-making authority in the area of pricing gives the salesperson more responsibility but less power because firms profit from all sales.
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On the communication style grid, the two communication styles with low dominance are reflective and supportive. Salespeople with these two communication styles would be best suited for sales situations in which:
A) the product is simple to understand so the salespeople don't have to spend much time with potential clients
B) the product is highly technical and requires a strong focus on partnering over the long term to discover solutions for the client
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Which of the following is a point of view that has most likely eroded character in business?
A) Innovation and aggressive development of markets should be rewarded.
B) Respect must be earned, not mandated.
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C) Part 3: Need Satisfaction
D) Part 4: Servicing the Sale
E) Part 5: Leveraging Referrals
Q:
Nordic Fox Heavy Equipment imports heavy machinery used in regions of Europe and North America where heavy snowfall is an issue. This machinery is used by municipalities to clear roads during snowstorms. John Alexander is the senior regional sales manager for New England.
John goes into a meeting with the sanitation director of a large city that got slammed by a snowstorm a month previously. During the cleanup, operators of the city's plows destroyed a significant amount of city and personal property, which triggered public inquiry into the competence of the sanitation staff and director.
Based on what John learns during the discussion, John realizes that the director has some unique equipment needs that may involve developing a custom machine. John will most likely need to:
A) ask more closed questions
B) recommend a competing product
C) develop a complex sales package
D) use persuasive communication skills
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B) asking customers effective questions
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A) Review methods of payment.
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A) direct appeal
B) assumption
C) limited choice
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Which of the following is one of the buying anxieties that make customers reluctant to commit, according to Gene Bedell, author of 3 Steps to Yes?
A) lack of strategy
B) lack of loyalty
C) fear of making a mistake
D) fear of asking for the close
E) fear of public speaking
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A) teach employees to cold-call more efficiently
B) implement a straight commission compensation plan
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Management sends Victor to a workshop about coaching employees to success. At the workshop, Victor learns that the first step in the coaching process is to:
A) appeal to the salesperson's emotions by sharing personal experiences
B) allow the salesperson to suggest ideas for improving performance
C) enable a salesperson to admit that a performance problem exists
D) create and implement a new presentation style for the salesperson
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Q:
________ is an interpersonal process between the sales manager and the salesperson in which the manager helps the salesperson improve performance in a specific area.
Q:
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B) increasing sales by a specific percentage
C) increasing the number of sales calls
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A) Will the person be developing a new sales territory?
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C) What is the average rate of employee turnover?
D) Will the salesperson work independently?
E) What amount of travel will be required?
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All of the following are good sources for recruiting quality candidates for sales jobs EXCEPT:
A) Internet job sites
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C) newspaper advertisements
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E) candidates within the company
Q:
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A) the leader passes the character test
B) good performance is properly rewarded
C) the leader's style matches the situation
D) the coach helps the salesperson recognize the need for performance improvement
E) the leader guides the team through a changing situation
Q:
The size of the firm should dictate the scope of the sales training program.
Q:
The sales manager who appraises the performance of sales personnel regularly is displaying the leadership quality known as "consideration."