Sales Customer Relationship 4

Question 1

Which approach is MOST effective when managing relationships with multiple stakeholders at the same account?

Accepted Answer

Build a stakeholder map and tailor communication to each person's priorities

Answer

Different stakeholders have different concerns; mapping and addressing each one prevents blind spots and builds broader support.

Question 2

A customer's contract is up for renewal and they seem disengaged. What is the BEST proactive step?

Accepted Answer

Schedule an executive business review to demonstrate value delivered

Answer

An executive business review (EBR) ties delivered outcomes to the customer's goals, reinforcing the value of renewal.

Question 3

What is the concept of 'reciprocity' in customer relationship management?

Accepted Answer

The tendency for customers to return favors or loyalty when treated generously

Answer

Reciprocity is a psychological principle where customers feel inclined to give back — loyalty, referrals, or business — when they feel valued.

Question 4

A salesperson's existing customer mentions they're expanding into a new market. The BEST response is to:

Accepted Answer

Explore how your products or services can support the expansion

Answer

Proactively connecting expansion plans to your offerings demonstrates strategic partnership and opens new revenue opportunities.

Question 5

Which behavior MOST undermines customer trust in a sales relationship?

Accepted Answer

Withholding relevant information that could affect the customer's decision

Answer

Withholding critical information is a form of deception that, when discovered, permanently damages credibility and trust.

Sales Practice Test