Quiz 7 Consumer Psychology and Marketing

Question 1

2 out of 2 points

To improve the likelihood of reorders, a salesperson can:

Selected Answer:       

1. establish a good relationship with the customer’s service personnel

Question 2

2 out of 2 points

When it comes to negotiations, people who resolve conflicts in the _____ mode are often both uncooperative and unassertive.

Selected Answer:       

1. avoiding

Question 3

2 out of 2 points

“You can take this proposal and shove it up your nose!!” shouted the buyer. “I can’t believe you wasted the time of six people to bring us all together to listen to that kind of garbage! Can you offer a single reason why this meeting should continue?!” The buyer is apparently using the _____ tactic.

Selected Answer:       

1. emotional outburst

Question 4

2 out of 2 points

In general _____ status means the supplier is assured a large percentage of the buyer’s business and will get the opportunity to earn new business.

Selected Answer:       

1. preferred supplier

Question 5

2 out of 2 points

Which of the following is an appropriate guideline for effective negotiations?

Selected Answer:       

1. All of the above would be appropriate guidelines for effective negotiations.

Question 6

2 out of 2 points

_____ selling is selling the entire line of associated products.

Selected Answer:       

1. Full-line

Question 7

2 out of 2 points

A manufacturer of lawn furniture wants to provide a large resort hotel chain with all of its outside furniture. The buyer and seller are preparing to enter negotiations. Which of the following items are likely to be covered during the negotiations?

Selected Answer:       

1. all of the above

Question 8

2 out of 2 points

Corporate culture:

Selected Answer:       

e. is accurately described by all of the above

Question 9

2 out of 2 points

According to the text there are two philosophies concerning negotiation:

Selected Answer:       

1. win-win and win-lose

Question 10

2 out of 2 points

____________________ is developing alternative paths to the same negotiation goal.

Selected Answer:       

1. Adaptive planning

Question 11

2 out of 2 points

Negotiation jujitsu would be an appropriate response when the buyer tries:

Selected Answer:       

1. browbeating

Question 12

2 out of 2 points

Which of the following statements about negotiation teams is FALSE?

Selected Answer:       

1. In general, the buyer’s team should be larger than the seller’s team.

Question 13

2 out of 2 points

Which of the following is a likely reason for a customer complaint?

Selected Answer:       

1. all of the above

Question 14

2 out of 2 points

Which of the following statements about complaints is true?

Selected Answer:       

1. A fair settlement made in the customer’s favor helps resell the company and its products.

Question 15

0 out of 2 points

In preparing for a negotiation session, the negotiator should decide ahead of time, what is the “worst” deal he or she will accept. That deal is known as the _____ position.

Selected Answer:       

1. opening

Question 16

2 out of 2 points

People who negotiate in a highly cooperative and unassertive fashion are those who resolve conflict in a (n) _____ mode.

Selected Answer:       

1. accommodating

Question 17

2 out of 2 points

_____ is convincing the customer to use a higher-quality product or a newer product.

Selected Answer:       

1. Upgrading

Question 18

2 out of 2 points

Sarah is lead negotiator for her company which is attempt to get its products stocked by Target department store. Sarah explains her position as trying to show the other side how both her company and Target can improve their profits. Sarah is engaging in _____ negotiating.

Selected Answer:       

1. win-win

Question 19

2 out of 2 points

Ambush negotiation:

Selected Answer:       

1. is accurately described by all of the above

Question 20

0 out of 2 points

The term _____ refers to the degree to which a change affects an organization.

Selected Answer:       

1. rate of change

Question 21

0 out of 2 points

Gail is the Westinghouse salesperson on the Deep South Electric account (a major public utility company). Westinghouse and Deep South have developed a partnering relationship in which Deep South buys all of its pole mounted transformers from Westinghouse. Gail worked hard for several years to establish this partnership, and now she is much more relaxed. Her only client is Deep South and she knows the two firms are committed to the relationship. Her success has allowed her to begin using two or three afternoons during the week to work in her garden or play golf with some old college pals. The text would say Gail’s _____ is putting her account partnership in jeopardy.

Selected Answer:       

1. synergy

Question 22

0 out of 2 points

Which of the following statements about the value of new and existing customers is true?

Selected Answer:       

1. It is generally easier to sell to new prospects than to existing clients.

Question 23

0 out of 2 points

Which of the following is a good characteristic for a negotiator?

Selected Answer:       

1. a lack of a good ethical value system

Question 24

2 out of 2 points

When the buyer-seller relationship has reached the _____ stage, there is a stated or implied pledge to continue the relationship.

Selected Answer:       

1. commitment

Question 25

2 out of 2 points

According to the text, a number of questions often affect the action to be taken on a customer complaint. Which of the following questions would likely have the largest affect how a customer complaint is settled?

Selected Answer:       

1. How will the action taken affect other customers?