1. Classroom Response System Content to accompany Anderson/Dubinsky/Mehta Personal Selling, 2nd ed. CHAPTER 9

2. Copyright © Houghton Mifflin Company. All rights reserved. Chapter 9 | Slide 2 Instructor Notes All content comes from ACE quizzes and the test bank. “Notes page ” view displays exact source of content.

3. Copyright © Houghton Mifflin Company. All rights reserved. Chapter 9 | Slide 3 Question 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

4. Copyright © Houghton Mifflin Company. All rights reserved. Chapter 9 | Slide 4 Question 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 *Correct Answer

5. Copyright © Houghton Mifflin Company. All rights reserved. Chapter 9 | Slide 5 Question 2 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

6. Copyright © Houghton Mifflin Company. All rights reserved. Chapter 9 | Slide 6 Question 2 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 *Correct Answer

7. Copyright © Houghton Mifflin Company. All rights reserved. Chapter 9 | Slide 7 Question 3 Achieving both customer satisfaction and customer loyalty by providing value-added customer service and sales support activities is the focus of a)Transactional selling b)Strategic Partnerships c)Bilateral selling d)Relationship selling

8. Copyright © Houghton Mifflin Company. All rights reserved. Chapter 9 | Slide 8 Question 3 Achieving both customer satisfaction and customer loyalty by providing value-added customer service and sales support activities is the focus of a)Transactional selling b)Strategic Partnerships c)Bilateral selling d)Relationship selling *Correct Answer

9. Copyright © Houghton Mifflin Company. All rights reserved. Chapter 9 | Slide 9 Question 4 _______ 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

10. Copyright © Houghton Mifflin Company. All rights reserved. Chapter 9 | Slide 10 Question 4 _______ 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

11. Copyright © Houghton Mifflin Company. All rights reserved. Chapter 9 | Slide 11 Question 5 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

12. Copyright © Houghton Mifflin Company. All rights reserved. Chapter 9 | Slide 12 Question 5 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 *Correct Answer

13. Copyright © Houghton Mifflin Company. All rights reserved. Chapter 9 | Slide 13 Question 6 _______ 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 b)Customer loyalty c)Customer service d)Customer retention

14. Copyright © Houghton Mifflin Company. All rights reserved. Chapter 9 | Slide 14 Question 6 _______ 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

15. Copyright © Houghton Mifflin Company. All rights reserved. Chapter 9 | Slide 15 Question 7 Which of the following is not among the five dimensions of service quality? a)Customer service b)Assurance c)Tangibility d)Empathy

16. Copyright © Houghton Mifflin Company. All rights reserved. Chapter 9 | Slide 16 Question 7 Which of the following is not among the five dimensions of service quality? a)Customer service *Correct Answer b)Assurance c)Tangibility d)Empathy

17. Copyright © Houghton Mifflin Company. All rights reserved. Chapter 9 | Slide 17 Question 8 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.

18. Copyright © Houghton Mifflin Company. All rights reserved. Chapter 9 | Slide 18 Question 8 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.

19. Copyright © Houghton Mifflin Company. All rights reserved. Chapter 9 | Slide 19 Question 9 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

20. Copyright © Houghton Mifflin Company. All rights reserved. Chapter 9 | Slide 20 Question 9 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

21. Copyright © Houghton Mifflin Company. All rights reserved. Chapter 9 | Slide 21 Question 10 Tangibility is the willingness to provide prompt service and help customers. a)T b)F

22. Copyright © Houghton Mifflin Company. All rights reserved. Chapter 9 | Slide 22 Question 10 Tangibility is the willingness to provide prompt service and help customers. a)T b)F *Correct Answer