The practice of internal marketing came from manufacturing industries.
Indicate whether the statement is true or false
Question 2The number-one characteristic found to define a world-class salesperson is someone who:
A) does not follow up with new customers once an order has been placed.
B) fails to consider the importance of developing and maintaining a customer for the company he or she works for.
C) personally manages the customer's satisfaction and is accountable for the customer's desired results.
D) feels his or her job is done once the order is obtained and the sale is closed.
E) handles complaints in a timely and thoughtful manner by delegating the work to other salespeople.
Question 3Under which conditions is it no longer worthwhile to keep a customer?
A) The account is no longer profitable.
B) Customers are abusive to the point where it lowers employee morale.
C) Contract conditions are no longer being met.
D) Customer demands are beyond reasonable.
E) All of these apply.
Question 4Empowerment means allowing employees to make decisions on how to best perform their jobs.
Indicate whether the statement is true or false
Question 5Reliability, warmth, and friendliness are attributes that buyers look for in choosing a salesperson with whom to do business.
Indicate whether the statement is true or false
Question 6____ is behavior that goes beyond the call of duty. It involves countless personal touches--little things that distinguish a discrete business transaction from an ongoing relationship.
A) Developing a proper perspective
B) Providing discretionary effort
C) Providing incentives
D) Building trust through reliability
E) Staying in touch
Question 7Under an implementation by command approach, the top manager acts more like a coordinator.
Indicate whether the statement is true or false
Question 8A customer cannot be turned onto an organization just by meeting many caring can-do people.
Indicate whether the statement is true or false
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