Sales Fundamentals: Understanding Customer Value and Relationships
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Questions and Answers

What determines what is valuable in a salesperson's role?

  • The salesperson
  • The product
  • The company
  • The customer (correct)
  • What are the three factors that influence buyer relationships, according to Dr. Kent?

  • Understanding, empathy, and fairness
  • Honesty, competence, and benevolence (correct)
  • Honesty, competence, and loyalty
  • Respect, trust, and reliability
  • Why do companies focus on improving salespeople's time and territory management?

  • Because time is always limited (correct)
  • To reduce sales costs
  • To increase sales productivity
  • Because territory is always expanding
  • How do salespeople demonstrate competence?

    <p>By maintaining knowledge of company procedures and products/services</p> Signup and view all the answers

    What is perceived purchase satisfaction?

    <p>The difference between product expectation and actual experience</p> Signup and view all the answers

    What is the purpose of Steve Cubbies' 2x2 quadrant?

    <p>To prioritize tasks based on urgency and importance</p> Signup and view all the answers

    What is the result of increasing the amount of a customer's total spending that a business captures?

    <p>Increase in revenue</p> Signup and view all the answers

    Why is seeking customer feedback not a reliable method of finding out how a business is performing?

    <p>Customers may not provide truthful and detailed responses</p> Signup and view all the answers

    What is the goal of a salesperson when building a long-term relationship with a customer?

    <p>To gain the trust of the customer and transition to an advisor-seller relationship</p> Signup and view all the answers

    What is the purpose of a salesperson telling a story to a customer?

    <p>To show empathy to the customer about problems and challenges</p> Signup and view all the answers

    What is the acronym TALE stands for in the context of storytelling in sales?

    <p>Talking point and Listening Eagerly</p> Signup and view all the answers

    What is an example of a question that salespeople could ask to determine the loyalty of a customer?

    <p>Do you prefer us to other companies? If so, why?</p> Signup and view all the answers

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