Sales Customer Relationship 5

Question 1

A customer complains that they feel like 'just a number' to your company. What should a salesperson do FIRST?

Accepted Answer

Acknowledge their feeling and ask what would make them feel more valued

Answer

Acknowledging the feeling first shows empathy, then asking for input opens a genuine dialogue to repair the relationship.

Question 2

What does 'net promoter score' (NPS) measure in a customer relationship context?

Accepted Answer

The likelihood that a customer would recommend your company to others

Answer

NPS is a widely used metric that gauges customer loyalty and satisfaction by asking how likely they are to recommend you.

Question 3

Which of the following BEST represents a 'land and expand' sales strategy?

Accepted Answer

Closing a small initial deal, then growing the account with additional products or users over time

Answer

Land and expand starts with a low-risk entry point and grows revenue by deepening the relationship and product adoption.

Question 4

A key account manager should treat their top accounts primarily as:

Accepted Answer

Strategic partnerships requiring mutual investment and long-term planning

Answer

Key accounts require strategic management focused on partnership, shared success, and long-term growth rather than short-term extraction.

Question 5

When a customer refers a new prospect to you, the BEST practice is to:

Accepted Answer

Thank them promptly and keep them informed on how the referral progresses

Answer

Expressing gratitude and providing updates validates the customer's trust, reinforcing the relationship and encouraging future referrals.

Sales Practice Test