In a market characterized by vigorous competition, look-alike products and customer loyalty that depends on quality relationships, as well as quality products, the salesperson should fully utilize this
The promotion element of a marketing program can be subdivided into the areas of
sales promotion, public relations, personal selling, and advertising
The four broad strategic areas of the Strategic/Consultative Selling Model are
relationship strategy, product strategy, customer strategy and presentation strategy
Which of the following statements most accurately describes the status of sales training and sales force development in America
Salespeople are among the most intensely trained employee groups.
Psychic income in selling refers to what
Job recognition afforded sales personnel
Selling for a retailer might involve what
Fashion apparel, personal computers and recreational vehicles.
Which of the following statements regarding personal selling in the financial services industry is accurate?
Banks, brokerage firms, and other financial service businesses are branching out, selling a broader range of financial planning and investment services.
Most studies dealing with incomes in the business community tell us that
salespeople earn significantly higher incomes than most other workers.
_______ is shaped by the attitudes, feelings, and other thoughts you have about your-self that influences the way you relate to others.
Generally speaking, the firm handshake will communicate
a caring attitude.
Research indicates that when two people communicate, nonverbal messages convey:
much more impact than verbal messages.
Our individual communication style is _______.
formed before we enter elementary school
A customer who is high in dominance tends to _______.
like to control things
Which of the following is an accurate statement regarding the communication-style model?
It is composed of four distinct quadrants, each representing a major communication style.
A customer who is low in dominance would most likely be _______
A customer who displays the reflective communication style can accurately be described as
Which statement best reflects the "Responsibility to Clients" section of NASP's Standards of Professional Conduct?
I will act in the best interest of my clients.
This form of business defamation arises when an unfair and untrue oral statement is made about a competitor.
Which of the following would be the best application of principles regarding gift giving to customers?
Determine the gift-receiving policy of the customer's company.
All of the following can serve as general guidelines in forming a foundation for a personal code
A)personal selling must be viewed as an exchange of value. B) relationships come first, task second.
C) be honest with yourself and others
When a customer reveals confidential information about a competitor to a salesperson, the preferred course of action is for the salesperson to
preserve the confidentiality of information they receive.
All of the following are elements of the marketing mix
A well-thought-out plan for establishing, building, and maintaining quality relationships is a:
When a marketer decides to adopt partnering, emphasis will be placed on:
The highest form of partnering is the:
strategic selling alliance
The process of building and maintaining strong customer relationships by providing customer value is called:
customer relationship management
Which of the following trends in sales has led to an increase in both the education and skills a salesperson needs?
a shift from "selling" to "consulting"
Of the following activities routinely performed by salespeople, which one contributes LEAST financially to both the salesperson and the company?
waiting and traveling
Some top-performing salespeople earn more than their managers. This compensation is made up of
base salary, commissions, and bonuses
In a well-structured sales department, inside and outside salespeople often
work together to generate leads, close sales, and provide service
Salespeople in the U.S. report that they work in sales primarily to:
make more money
The ability to monitor our own feelings and the feelings of others, and manage emotions in our relationships
The bundle of facts, opinions, beliefs, and perceptions that you have about yourself
Which facial expression tends to inspire the most trust
The concept of "unconscious expectations" with regard to dress is best defined by which one of the following statements
Every person has formed certain views about what is appropriate in terms of dress and grooming for specific occupations
"Behavior style" and "social style" are other ways of referring to
The combination of high dominance and low sociability defines a style known as
The combination of low dominance and low sociability defines a
For each person, one of the four styles is usually
dominant and easily detectable
An effective way to minimize communication-style bias is to
adapt your style to the way the customer communicates
All of the following can help salespeople act in an ethical manner EXCEPT:
customer expectations and desires
In general, US ethical codes when doing business in foreign countries tend to be:
stricter than the codes of other countries
Which of the following is a true statement regarding the relationship between attitudes, behavior and values
Values influence attitudes, which in turn influence behavior.
Taking time to establish a proper rapport with customers results in
a faster sales cycle
In strategic alliance sales, the customer wants to trust which of the following?
Effective written proposals include the following parts
budget, objective, strategy, schedule, and rationale.
Successful sales presentations convert product features into
The speed rating assigned to a motorcycle tire is an example of product:
When developing a product strategy, the salesperson must
use feature-benefit analysis.
A manufacturer tests, modifies, and retests an original idea several times before it is offered to the consumer.
In terms of product knowledge, a salesperson
cannot, generally, know too much about the products they sell
Customer satisfaction arises from
a combination of the product, company and salesperson
When is it NOT appropriate to use a low-price strategy
when the buyer is a high-involvement buyer
There are five service-quality dimensions. Three of them include
reliability, responsiveness and empathy
A value proposition:
is the set of benefits and values the company promises to deliver to customers to satisfy their needs.
Which of the following statements about pricing policies is FALSE?
The ability to offer the lowest price is usually the most critical factor in the sale of products and services.
The decisions, activities and communication strategies that are directed toward trying to create and maintain a firm's intended product concept in the customer's mind
In order for a customer to arrive at a buying decision the salesperson should present the product according to
the individual customer's needs.
The three major types of organizational buying situations are
new task buy, straight rebuy, and modified rebuy
Habitual buying decision.
type of consumer buying situation requiring very little consumer involvement and brand differences are usually insignificant
According to the buyer resolution theory, which of the following is an important factor that the consumer is likely to consider before making a purchase?
A) Where should I buy? B) What is a fair price? C) When should I buy? D) All of the above .
Which of the following motives would most likely make a customer buy from the same business?
A) Patronage buying motives
A customer will tend to screen out or modify stimuli. This process is known as:
A) selective attention.
A careful study of buying behavior reveals that people make buying decisions based on:
D) a combination of emotional and rational buying motives.
In which value creation selling approach do salespeople focus a great deal of attention on customers' needs awareness?
B) Consultative selling.
When a salesperson asks a customer to prepare a note or letter of introduction that can be delivered to the potential customer, this person is using which prospecting method?
Which one of the following is a guideline for effective networking?
C) When you meet someone, tell the person what you do.
Estimating the potential sales volume that might be generated by each new account is part of developing:
C) a prospecting and sales forecasting plan.
A well-connected person who may not make the buying decision but who may have an impact on the person who does is a:
C) center of influence.
A collection of beliefs, behaviors and work patterns held in common by people employed by a specific firm is a(n):
B) organizational culture
Quantifying the solution can be performed with a cost-benefit analysis or with a:
E) ROI calculation
Your ability to separate yourself and your product from that of your competitors is referred to as:
A good way to determine a customer's satisfactions is to:
A) ask the customer questions about their needs
Salespeople can analyze their competitors using a(n):
C) competitive analysis worksheet
The stages a product goes through from the time it is first introduced to the market until it is discontinued is called the:
D) product life cycle
Low-involvement buyers care mostly about:
When a teenage girl asks her best friends for their opinions on a career opportunity, she is most likely seeking support from which of the following groups?
A careful study of buying behavior reveals that people make buying decisions based on:
A) a combination of emotional and rational buying motives
According to Abraham Maslow, self-fulfillment (a full tapping of one's potential) is achieved throughout satisfaction of which of the following needs?
A customer will buy one product instead of another because of the:
A) product buying motive
A purchase based on the result of an objective review of available information is a(n):
C) rational buying motive
A purchase based more on feelings than on logic is a(n):
D) emotional buying motive
An aroused need, drive, or desire is referred to as:
A) a buying motive
The six-step presentation plan includes which of the following steps
C) approach, presentation, demonstration, negotiation, close, and servicing the sale.
Research studies indicate that the referral approach is effective because:
B) customers will be far more impressed with your good points if they are presented by a third party rather than by you.
Which of the following prescriptions is part of the presentation strategy?
B) Prepare a presale presentation plan needed to meet objectives.
The _______ presentation involves the act of presenting product appeals so as to influence the prospect's beliefs, attitudes, or behavior; it encourages the buyer to make a buying decision.
Which of the following is an effective suggestion for dealing with sales call reluctance?
B) Develop a deeper commitment to your goals.
As a general rule, we can close more sales by:
D) using confirmation questions to determine if we are on the right track.
In the field of personal selling, persuasion:
D) is an acceptable strategy once a need has been identified and a suitable product has been selected.
Of the principles listed below, the best principle to follow to make your presentations effective is to:
B) keep it simple and straightforward
A major reason for asking survey questions is to:
D) qualify the prospect.
The components of the demonstration worksheet form are the features to be demonstrated, proof device to be used, what you will say, and:
B) what you or the customer will do.
The best selling tool is most often:
C) the product.
An effective sales demonstration is the result of both:
A) planning and practice.
If a salesperson was attempting to develop a feeling of ownership in a prospect shopping for a diamond ring, s/he might:
B) encourage the customer to try it on.
Which of the following is an acceptable method of negotiating the price objection?
C) Explain and demonstrate the difference between price and cost.
When a prospect has finished voicing an objection, it is a good idea for the salesperson to _______.
C) be certain both parties are clear about the true nature of the problem
One of the most common forms of buyer resistance and one of the most common excuses is _______.
B) resistance to price
If you are familiar with your product as well as your competition's product, this method of negotiating buyer resistance is one of the most convincing ways to overcome buyer skepticism.
The best way to overcome a sincere need objection by a business prospect is to:
C) prove that your product will help ensure company profits.
Difficulties closing the sale are most likely to arise when:
C) the salesperson is not strategically prepared for the close.
During the close, attention should be focused on:
D) the one specific benefit that generates the most excitement.
A closing call clue can be described as a(n):
A) verbal or nonverbal form of feedback from the customer.
If the prospect says "no," which of the following should the salesperson avoid?
D) Display open disappointment and indicate that you would like to return later and present the proposal a second time.
You have covered the major points of the sales presentation and detected considerable buyer interest, but you feel that the prospect will not be able to put the entire picture together without help. Which type of closing would be most appropriate?
D) summary-of-benefits close
When dealing with customer complaints, the salesperson should:
C) decide what action must be taken to remedy the problem
One important reason for salespeople to make follow-up telephone calls to customers is:
C) the customer may place repeat orders during a phone call
The effort to sell better-quality products is called:
An unhappy customer is most likely to complain to:
D) potential customers
Cross-selling is most effective in those situations in which:
E) the salesperson and customer have an established relationship
The statement, "This product is convenient, priced right and ready to use," is an example of which of the following approaches?
The step in the Presentation Plan involving reviewing goals and making initial contact is the:
The step in the Presentation Plan involving deciding what to demonstrate and choosing selling tools is the:
The step in the Presentation Plan involving recognizing closing cues and initiating closing methods is the:
An approach that involves using the good will of a third party to make contact with the prospect is the:
A) referral approach
The process of sending back to the prospect what you as a listener think the person meant, both in terms of content and in terms of feelings, is referred to as:
B) active listening
Trish asks her customer, "Who do you buy your supplies from now?" Which type of question is this?
A presentation strategy that emphasizes factual information often taken from technical reports, company-prepared sales literature, or written testimonials from persons who have used the product is the:
C) informative presentation strategy
A presentation strategy that influences the prospect's beliefs, attitudes, or behavior and encourages buyer action is the:
D) persuasive presentation strategy
Salespeople should make benefit statements that:
B) match the specific needs of the customer
Statements, reports, testimonials, customer data, and photographs are all examples of:
A) proof devices
A feeling of ownership in the customer creates:
B) a desire to own the product
A salesperson uses which of the following to discover needs, confirm the selection, and resolve complaints?
A) questioning skills
A salesperson uses which of the following to overcome objections?
D) negotiating skills
A successful sales presentation is:
C) a model of good two-way communication
The "feel-felt-found" method is used in conjunction with which of the following?
A) indirect denial
If a customer says to a sales representative from Johnson Supply, "I've always purchased my supplies from the Ralston Company," this person is raising an objection to:
The iceberg metaphor shows that many customers try to negotiate on price because:
E) they do not realize that other factors, such as service and terms, can be more important to satisfaction in the long-haul
Working to reach an agreement that is mutually satisfactory to both buyer and seller is also called:
The difference between a misunderstanding and a disagreement is that:
C) a misunderstanding is a failure to accurately understand the other person's point, while a disagreement is a failure to agree even when both sides understand each other
A salesperson who says, "If you will sign the order today, I can guarantee delivery within five days," is using which of the following closing methods?
A) direct appeal
After closing a sale, the salesperson should do all of the following, EXCEPT:
D) initiate a general conversation
To close a sale more effectively, it helps to look at the value proposition:
A) from the customer's point of view
Incremental closes are especially appropriate for products:
B) with a long, complex sales cycle
The best closing method is:
B) the one that is appropriate to the customer
The purpose of the follow-up communication between customer and salesperson is to express thanks for the order and to:
D) determine if the customer is satisfied with the purchase
The major advantage of a telephone call over written correspondence is that:
E) two-way communication is involved
Customer complaints can provide the firm with great value. How?
D) They can be a source of information that is difficult to obtain by other means.
The best action to take to resolve a customer complaint is:
C) one that delights the customer
Complaints from a customer should be viewed as:
E) an opportunity to strengthen the relationship
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