With respect to customer training, salespeople should
Be involved either directly or indirectly in the training process unless otherwise specified by the customer.
Which of the following is the best method a salesperson can utilize for reducing customer complaints?
Manage customer expectations (e.g. don't over promise.)
Susan always asks her customers to be candid with her, especially when it comes to their satisfaction. Susan:
Is encouraging critical encounters
Suppose you are a salesperson for an office supply company. One of your customers left you a message indicating that they were unhappy about the last order they received. While on your way to visit the customer to discuss the problem, you decide to review your procedure for handling complaints. What is the first thing you need to do to resolve customer's complaint?
Ask the customer to explain the problem and then listen carefully to get the whole story.
When resolving complaints, salespeople often make promises to the customer. Which of the following best reflects what the salesperson should do regarding those promises?
The salesperson should strive to under-promise and over-deliver.
What is the most important customer service dimension?
What is the customer service dimension that refers to a salesperson's ability to maintain a positive attitude regardless of how they are treated by customers?
Which of the following is not one of the characteristics of properly developed goals?
During the process of account classification, it is not uncommon for salespeople to find ____?
20% of the customers generate 80% of their sale potential.
The most widely used system for dividing responsibility is to organize the sales force on the basis of?
The function of focusing on continually developing salespeople by providing feedback and serving as a role model is called?
Ethan is a salesperson for an industrial equipment manufacturer. Once a prospect becomes a new customer, Ethan looks for ways to improve the products and services his company provides the new customer in order to convert him/her into a loyal customer. In other words, Ethan look for ways to:
Why is it important to assess customer satisfaction?
Doing so helps build customer trust
WHich of the following components of effective follow-up reflects a salesperson's actions that create and maintain contact with influential (related to the purchasing decision) people in the buying organization?
Which of the following components of effective follow-up reflects a salesperson's ability to develop insight regarding the buyer's changing situation, needs, and expectations?
Which of the following components of effective follow-up reflects a salesperson's ability to apply relevant understanding and insight to create value-added interations?
Scott is a salesperson who works to maximize the number of critical encounters with his customers in order to encourage effective dialogue. Which of the four sequential components of effective follow-up is Scott utilizing?
Suppose you're a salesperson for an industrial machine manufacturer. How can you demonstrate to your customers your commitment to building mutually satisfying long-term relationships?
Follow-up with your customers on a regular basis and be especially attentive after they've placed an order.
Which of the following is not a relationship-enhancement activity?
-Remembering the customer after the sale.
-Correcting billing errors
Which of the following is not one of the steps for handling complaints?
-Get the whole story.
-Ask the customer what he/she would like you to do.
-Gain agreement on a solution.
-Follow through on all promises.
Problems that result in the customer severing the relationship with the seller may be avoided by:
Maintaining open, two-way communication
Once the salesperson and the customer have agreed upon how to resolve the complaint, the salesperson should do what?
Make sure the customer has realistic expectations and then implement the solution.
Ultimately, who is responsible for differentiating a company's products an positioning those products in the minds of its customers?
The company's salespeople
High performing salespeople with strong self-leadership skills:
Treat time as a valuable and irreplaceable resource
Setting clear goals helps salespeople:
-Focus on what's important
-Know where to begin and how to proceed
-Know when they've accomplished something important/strategic
-Avoid drifting from task to task making little strategic progress
Sharon has set her goals and objectives for a year. According to the 5 Sequential Stages of Self-Leadership model, Sharon should now:
Analyze her territory and classify accounts
Anthony is a salesperson for ABC Supplies. Based on his annual territory sales goal, he has set his annual account sales goals for his top 30 accounts. Next he needs to:
Set sales call goals for each account.
What are the two commonly used methods for classifying accounts?
Single-factor analysis and portfolio analysis
Which of the following common sales call routing plan patterns is best used when accounts are concentrated in different parts of the territory?
Scott is a salesperson with a very large territory and whose accounts are clustered in the several widely dispersed groups?
What is the last stage of the 5 stages of self-leadership?
Assessment and evaluation
Karen's responsibilities include planning, implementing and controlling the personal selling function. Karen's job is most likely that of a:
The third major step of the recruitment and selection process is:
Evaluating and hiring
Once Marcus has completed delivery of the sales training program he needs to follow the final step of the sales training process (described in the text) which is:
Conduct follow-up and evaluation
An overall assessment of how well the sales organization achieved its goals and objectives is called?
Sales organization effectiveness.
The salesperson should encourage critical encounters with their customers to encourage effective dialogue.
Although not to be used alone, a handwritten thank you card to a customer is always a good form of customer follow-up.
When a team member makes a mistake, he/she should apologize even if it's insincere.
Building goodwill is important to converting new customers to committed lifetime customers.
Handling complaints in any manner as long as they are handled is important to building successful long-term relationships.
Computer technology is helpful to salespeople, but only in that it can help them track their customers.
With respect to relational selling, it is the salesperson's job to follow-up with the customer after a sale has been made in order to ensure customer satisfaction.
In order to avoid damage to the buyer-seller relationship, the salesperson should blame other members of the selling organization for any problems which lead to customer complaint.
Once the sale has been made and the product delivered, the buyer does not want to hear from the salesperson until it is time to order again.
"Moments of truth" are important, but do not have any long-term impact on the relationship between the buyer and seller.
Setting objectives is a critical component of self-leadership.
A goal of selling $30,000 in products to an account over the next 12 months is an example of a sales call goal.
An effective plan works like a map showing the way from where you are to where you want to go--your objectives.
When working in teams it's important to focus on the task at hand and not worry so much about "the little things."
Keeping commitments is essential for successful teamwork.
Susan is classifying her accounts into categories so that she can develop the appropriate relationship strategy for each category. Susan is working on her account targeting strategy.
Span of control refers to the number of individuals who report to each sales manager.
Sales leadership and sales management are essentially the same thing.
Good sales managers reward all desired job outcomes or behaviors
The process of doing the right things and doing them well is called
One of the six teamwork skills salespeople must learn to and sincerely apply in their process of building internal partnerships is the ability to "______ commitments."
One of the 6 teamwork skills salespeople must learn to and sincerely apply in their process of building internal partnerships is the ability to "show personal _____."
Natalie is a college graduate student seeking a job that will allow her to interact with customers individually. She is looking for a job in ____.
Susan's customers are always concerned about what they're receiving in exchange for what they are paying. In other words, they are concerned about ______.
The most important part of marketing communications for most business firms is:
Which of the following is not a typical skill required for trust-based relationship selling?
The series of conversations between buyers and sellers that take place over time in an attempt to build relationships is referred to as ______.
Salespeople have contributed to the economic growth of the United States in two basic ways:
By stimulating economic transactions and increasing the diffusion of innovation.
As a salesperson, you are expected to:
Contribute to the success of the buyer's firm.
Continued affirmation selling is:
An example of stimulus response selling
According to the text, when salespeople alter their sales messages and behaviors during a sales presentation, or as they encounter different sales situations, they are using:
Which of the five views of personal selling is considered to be the simplest?
Need-satisfaction personal selling is based on the idea that:
Customers purchase to satisfy a particular need or set of needs.
A personal selling approach that involves helping customers reach their strategic goals by using the products, services and expertise of the sales organization is called:
The sales process begins with:
Locating qualified prospective customers
Advantages of most sales jobs include all of the following except?
In order for the buyer to be able to rely on what the salesperson says or promises to do, the buyer must:
Trust the salesperson
WHich of the following is not recognized as a trust builder?
The question "Are you being upfront with me" is addressing which component of trust?
The question "Can you and your company back up your promises?" is addressing which component of trust?
Salespeople who always do what they say they'll do earn trust because buyers perceive them as being:
Susan is a new sales rep who does not yet possess a great deal of product knowledge. She is often asked questions to which she dose not know the answer. By being up-front with her customers about not knowing the answers, Susan builds trust because she is perceived as:
Jennifer is a salesperson for a business insurance company. Recently she told several of her customers about new legislation that may adversely affect their business. Jennifer is earning trust because her customers will perceive her as
Which of the following best completes the sentence: "It's difficult to ____ someone if I don't ____ them.?"
Steve is responsible for business-to-business sales. Transferring from the engineering staff, Steve knows better than any other salesperson the technical specifications and performance statistics of the computers he sells. Unfortunately, Steve is relatively unfamiliar with how businesspeople use the computers on a day-to-day basis. Steve needs to work on his _____ knowledge.
Market and customer
In order for salespeople to be able to deliver complete comparative product information in sales presentations they must possess:
WHich of the following types of communications technology sometimes backfires on sales organizations by actually frustrating their customers?
Ethics refers to:
Right and wrong conduct of individuals and institution of which they are a part.
Which of the following is not one of the most common areas of unethical behavior associated with salespeople?
Poor customer service
Suppose Martin, a laptop computer salesperson, tells one of his customers that his laptop computers weigh only 4 lbs, and Martin knowns that they weight 6 lbs. Would Martin's comment be considered unethical?
Yes, because the information, which his buyer might rely on, is deceptive.
Which of the following is not one of the ways in which a salesperson can create product liabilities for a company?
Which of the following is the most common categorization of buyers?
Consumer market and business market
Which of the following best describes derived demand?
Demand derived from the demand for another product
Relative to consumer markets, business markets are more likely to exhibit:
Higher levels of demand fluctuation.
Purchase decisions tend to be more complex in business markets than consumer markets. Accordingly, in business markets you are more likely to find (relative to consumer markets):
More people influencing the buying decision.
The gap between a buyer's desired state and his/her actual state is referred to as:
A salesperson's best chance for making a sale is to get involved with the buyer when they are in the ___ stage of the buying process.
Recognition of need
Needs that reflect the desire for feelings of assurance and risk reduction are called?
Needs which represent the need for a specific core task to be performed are called?
If a buyer mistakenly believes that a competitor's offering has higher lever attributes or qualities than it actually does, the salesperson should attempt to:
Alter the buyer's beliefs about the competitor's offering.
Carla is in the market for a new copier that, at a minimum, includes sorting and stapling capabilities. For Carla, sorting and stapling are ____.
Which of the following is not one of the general types of purchasing decisions?
A potential buyer will spend more time gathering information in which type of purchasing decision?
Scott is a very supportive person who likes to keep his opinions to himself. He is also very task oriented and makes decisions based more on rational reasoning than emotion. With respect to the Communication Styles Matrix, Scott is a(n) ____.
The member of the buying team who controls the flow of information is called the ____?
Which of the following best describes the purpose of trust-based sales communication?
To seek common understanding between the buyer and seller.
Kim is a salesperson and is having toruble maintaining control of her sales calls. She finds that her customers often go off on tangets and will talk about unimportant things until her time with those customers is up. Kim could probably benefit from ___.
Improving her questioning skills
Which of the following is the best example of an open-ended question?
How do you currently assess the performance of your suppliers?
Which of the following is an example of a closed-end question?
Is this the primary reason you are interested in switching suppliers?
A salesperson wishing to uncover more detailed information should use which of the following types of questions?
The question, "So, do you understand how his software will make your employees more productive?" is attempting to accomplish which of the following objectives?
The acronym SPIN stands for?
Need-Pay Off Qs
A salesperson asking a buyer "Have you had any trouble with your copying equipment?" is asking a ____ type of SPIN question..
"How would your productivity be affected if your copier never stopped functioning properly?" is what kind of SPIN Q?
How well are your current suppliers performing? This is an example of what kind of ADAPT question?
In order to be an effective listener a salesperson must do which of the following?
Pay attention, paraphrase and repeat, make no assumptions about what the buyer is saying, monitor the buyer's nonverbal language.
Michele is a salesperson who finds it effective to try and _____ what the buyer is saying. This helps her to pay attention and understand what the buyer is saying.
SIER stands for what?
Sensing, Interpreting, Evaluating, and Responding
In most face-to-face communication, approximately what percentage of meaning is conveyed through nonverbal communication?
Which of the following is a characteristic of nonverbal language?
It includes body movement and vocal characteristics
When speaking with someone on a job interview or sales call, which of the following body postures is more appropriate?
Sitting and leaning forward, or sitting on the edge of the chair.
Suppose you are a salesperson engaged in face-to-face communication with a perspective buyer. You notice that the buyer backs away from you each time you step within 4 ft of him to talk. Which of the following is most likely?
You are invading the buyer's personal zone.
Ultimately, customer value is determined by the salesperson.
"Does this salesperson help me achieve my strategic priorities?" can be a question customers ask themselves when assessing customer value.
The primary focus of trust-based relationship selling is the customer and the customer's customer.
A sales dialogue involves a series of conversations between the sellers and buyers.
The new generation of salespeople will face demands from sophisticated buyers, economic uncertainties, and new technologies.
Salespeople are revenue producers for the company.
Salespeople rarely get promoted into management positions because their training makes them too valuable where they are.
Just because a person is dependable does not necessarily mean they are trustworthy.
Expertise is unimportant to a salesperson's ability to be perceived as competent.
In order for a salesperson to be customer-oriented they must, as least in part, be motivated by their customer's success.
Knowledge is of little importance when it comes to building trust.
For a salesperson, expertise is closely associated with knowledge of the market.
Anything that is unethical is also illegal.
The American Marketing Association has established its own code of ethics in which its members are committed to.
By definition, deceptive practices are illegal practices.
A salesperson can create an express warranty to which his/her company is legally bound.
Bribery is considered illegal in this country.
In business markets, buyers are larger and greater in number.
In trust-based selling it is more important that the salesperson talks with rather than at the buyer.
Closed-ended questions encourage the customer to respond freely.
In order to collect important information concerning the needs of the buyer, the salesperson should utilize probing questions.
When talking with the buyer, a salesperson should never break eye contact.
How a person sits in a chair is a form of nonverbal communication.
The term Proxemics refers to the issue of personal distance.
With respect to SPIN, "what sort of system are you currently using?" is an example of a ____ question.
With respect to SPIN, "Have you had any challenges with your current system" is an example of a ____ question.
With respect to SPIN, "would you like to learn more about how we can solve that problem?" is an example of a ____ question.
What is the goal of strategic prospecting?
To help salespeople identify the best sales opportunities in the most efficient way.
which of the follow sequences related to prospecting is accurate?
Leads that meed or exceed screening criteria established by the salesperson or the sales organization are call what?
Qualified prospects or sales prospects
Susan is a salesperson for ABC company and has trouble prospecting effectively. Approximately 70% of the leads she contacts don't have any influence in the purchase decision process. Sandy is most likely having trouble
qualifying her leads
Which of the following forms/sources of prospecting is probably least productive?
cold canvassing (e.g Chamber of Commerce)
Bill is a salesperson who relies on his current customers to help him identify potential new customers. Bill relies on the ___ method for lead generation.
The prospecting method in which salespeople seek to obtain leads from influential people is called what?
Centers of influence (networking method)
Natalie has been a salesperson for the past two years. A big part of her job is prospecting, yet she doesn't seem to have good idea of how her prospecting methods are working. Natalie should develop a:
Once salespeople have qualified their prospects, they should:
begin gathering precall information.
The more a salesperson knows about a prospect, the better chance a salesperson has to ___.
make a sale
which of the following best reflects the relationship between sales calls and sales dialogue?
Sales dialogue refers to business conversations which could include one or more sales calls.
Which of the following types of sales communications formats requires the least amount of buyer involvement/input?
Canned sales presentations
Sally is interest in creating a completely self-contained sales proposal. She should probably develop a ___
written sales presentation
Which of the following is a major advantage of effective written sales proposals?
They are able to continue selling in the absence of the salesperson.
Tim, a buyer for a large office complex, releases an RFP. An RFP is a(n)____.
Request for Proposal
Salespeople know that buyers do not want to spend a lot of time reading sales proposals that are inappropriate for solving their particular needs. Accordingly, salespeople need to make sure they write an enticing _____/
Andy's customers have different needs and different ways of interacting. Andy would benefit more form utilizing:
An organized sales dialogue
Which of the following is the best example of a customer value proposition?
Utilizing the data analysis automation feature of our product will improve your employees' productivity by 10% within six months.
Natalie's customers are usually interested in features that help their companies save money. With respect to the purchase decision process, these prospects are driven primarily by:
rational buying motives
Victoria is selling a high-end commercial copy machine to medium sized business organizations. The machine's ability to function on a wireless network is one of its
Victoria is selling high-end commercial copy machine to medium-sized business organizations. The machine's ability to allow users to save times by sending work directly to the copier over the wireless network is one of its
With respect to the purchase decision process, prospects are most interested in:
Features that produce benefits addressing their buying motives.
The last section of the Sales Dialogue Planning Templet is:
Build Value through Follow-Up Action
What should salespeople do once they've made an appointment with a prospect?
Send a fax, email, or letter that outlines the agenda for the meeting and reminds the buyer of the appointment.
Achieving success in the sales presentation is analogous success in ____, in that both are complex, require preparation, knowledge, and skill.
Which of the following is not one of the keys to effective sales dialogue?
Each of the above is on of the keys to effective sales dialogue.
After presenting a feature-benefit squence, the salesperson should use a __- type of question.
A physical characteristic or quality of a product is referred to as _____.
A buyer indicated that a particular benefit is valuable and important. That benefit is referred to as a/an ____.
The value that comes from a product's particular feature is referred to as a ____.
A salesperson saying that using his/her sales force automation software is like having a secretary that will work for free, is using a(n):
A statement that points out and illustrates the similarities between two points is called a/an
when avaliable, statistics from ___ carry the highest credibility as statistical proof providers.
Authoritative third-party sources
A salesperson attempting to get satisfied customers to go "on the record" about their experiences, is trying to obtain ___
Which of the following is true when it comes to handling questions from a buying group?
All the above
When presenting solutions, Christ (a salesperson) often has to handle buyer resistance is typically referred to an
If unable to successfully overcome buyer resistance, the salesperson should:
gracefully end the sales call
Becca is a salesperson for a payroll processing company. Becca has found that her prospects provide at lease two objections even when they know they are going to make a purchase. Which of the following best explains why her prospects object?
Objecting is a matter of custom.
Tami is a new salesperson and is concerned about her ability to handle objections. She is comforted somewhat by knowing that most objections fall into one of five categories. Which of the following is not one of those categories?
A buyer expressing concern about the product's ability to function properly is raising which type of objection?
Which of the following types of sales resistance is most common but usually not the most important issue?
A buyer expressing resistance becuase he/she is loyal to another supplier is raising which type of objection?
company or source
one of the most difficult types of objections to overcome is one based on ____.
Loyalty to a competitor
"Give me a coulpe of weeks to think it over" is an example of which type of objection?
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