Classroom Response System Content to accompany Anderson/Dubinsky/Mehta Personal Selling, 2nd ed....

Classroom Classroom Response Response

System System ContentContent

to accompany

Anderson/Dubinsky/Mehta

Personal Selling, 2nd ed.

CHAPTER 9

Copyright © Houghton Mifflin Company. All rights reserved. Chapter 9 | Slide 2

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Question 1Question 1

That buyers and sellers negotiate in an arms-length,

opportunistic manner that best advances their own

interests is represented by

a) relationship selling

b) strategic partnerships

c) cross-sectional selling

d) transactional selling



That buyers and sellers negotiate in an arms-length,

opportunistic manner that best advances their own

interests is represented by

a) relationship selling

b) strategic partnerships

c) cross-sectional selling

d) transactional selling *Correct Answer



Viewed along a continuum of interactions, which of the

following buyer-seller interactions appears on the high

end of the spectrum?

a) Transactional selling

b) Relationship selling

c) Systematic selling

d) Strategic partnerships



Viewed along a continuum of interactions, which of the

following buyer-seller interactions appears on the high

end of the spectrum?


b) Relationship selling

c) Systematic selling

d) Strategic partnerships *Correct Answer



Achieving both customer satisfaction and customer

loyalty by providing value-added customer service and

sales support activities is the focus of


b) Strategic Partnerships

c) Bilateral selling

d) Relationship selling



Achieving both customer satisfaction and customer

loyalty by providing value-added customer service and

sales support activities is the focus of


b) Strategic Partnerships

c) Bilateral selling

d) Relationship selling *Correct Answer



_______ manifest(s) extremely high levels of collaboration (cooperation), equality, shared visions, benefits and goals, and very high levels of trust.

a) Strategic partnerships

b) Transactional selling

c) Relationship selling

d) Implosive selling



_______ manifest(s) extremely high levels of collaboration (cooperation), equality, shared visions, benefits and goals, and very high levels of trust.

a) Strategic partnerships *Correct Answer

b) Transactional selling

c) Relationship selling

d) Implosive selling



The performance of value-added activities designed to

enhance and facilitate the sale and fully satisfying use of

a product before, during, and after the sale refers to

a) Customer satisfaction

b) Customer retention

c) Customer loyalty

d) Customer service



The performance of value-added activities designed to

enhance and facilitate the sale and fully satisfying use of

a product before, during, and after the sale refers to


b) Customer retention

c) Customer loyalty

d) Customer service *Correct Answer



_______ is typically defined as the result of an evaluative process that contrasts prepurchase expectations with perceptions of performance during and after the consumption experience.


b) Customer loyalty

c) Customer service

d) Customer retention



_______ is typically defined as the result of an evaluative process that contrasts prepurchase expectations with perceptions of performance during and after the consumption experience.

a) Customer satisfaction *Correct Answer

b) Customer loyalty

c) Customer service

d) Customer retention



Which of the following is not among the five dimensions of service quality?

a) Customer service

b) Assurance

c) Tangibility

d) Empathy



Which of the following is not among the five dimensions of service quality?

a) Customer service *Correct Answer

b) Assurance

c) Tangibility

d) Empathy



In handling customer complaints, salespeople should do

all the following except

a) do not offer excuses for service problems or criticize their company’s service personnel.

b) avoid any problem solutions that will make sales unprofitable.

c) thank customers for voicing their complaints.

d) welcome complaints as opportunities to improve relationships with customers.



In handling customer complaints, salespeople should do

all the following except

a) do not offer excuses for service problems or criticize their company’s service personnel.

b) avoid any problem solutions that will make sales unprofitable. *Correct Answer

c) thank customers for voicing their complaints.

d) welcome complaints as opportunities to improve relationships with customers.



The old definition of marketing reflected customer perspectives and emphasizes relationships, whereas the new definition shifts more toward seller perspectives and

transactional approaches.

a) T

b) F



The old definition of marketing reflected customer perspectives and emphasizes relationships, whereas the new definition shifts more toward seller perspectives and

transactional approaches.

a) T

b) F *Correct Answer



Tangibility is the willingness to provide prompt service and help customers.

a) T

b) F



Tangibility is the willingness to provide prompt service and help customers.

a) T

b) F *Correct Answer

Classroom Response System Content to accompany Anderson/Dubinsky/Mehta Personal Selling, 2nd ed....

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