question

which of the following is NOT true concerning a successful sales person a.Is likely a better listener than talker. b. Is oriented toward developing long-term relationships with customers. c. Has the skills and patience to endure lengthy, complex sales processes. d. Tends to provide pressure to convince customers what is best for them. e. Strives to deliver relevant presentations based on unique customer needs.

answer

D. tends to provide pressure to convince customers what is best for them

question

true salespeople, those who earned a living from selling, did not exist in an sizable # until

answer

the industrial revolution in England.

question

Predecessors of contemporary marketers included all of the following except a. peddlers. b. gypsies. c. traders. d. artisans. e. merchants.

answer

b. gypsies

question

a canned sales presentation can be described as a. a sales presentation that does not contain material that will require continual updating. b. a presentation that is prepared for direct mailing to direct prospects. c. a sales presentation that is unplanned and developed in response to the needs of the customer. d. a sales presentation that is not working and should be "canned." e. a sales presentation that is very structured and generally based on a written script.

answer

e. a sales presentation that is very structured and generally based on a written script.

question

During the early part of the 20th century there was widespread interest in how to reduce the cost of sales. Many believed that this could be done by a. distributing much larger quantities of goods with less motion. b. hiring lower-cost salespeople. c. increasing the territory of each salesperson. d. increasing the efficiency of the factory production process. e. developing advertising to increase demand for the product.

answer

a. distributing much larger quantities of goods with less motion.

question

a classic article on personal selling published by the Harvard bus. review in 1947 called for salespeople to increase the effectiveness of their sales efforts by a. using high-pressure sales techniques. b. offering buyers incentives to use their products. c. improving their professional demeanor. d. using canned sales presentations. e. concentrating on high-volume customers.

answer

c. improving their professional demeanor

question

on which of the following criteria does sales still need progress in order to be considered a true profession? a. Operating from a substantial knowledge base. b. Making a significant contribution to society. c. Adhering to a uniform ethical code. d. Having a defined culture and organization of colleagues. e. Possessing a unique set of professional skills.

answer

c. adhering to a uniform ethical code.

question

the most important part of marketing communications in terms of money spent by most business firms is a. personal selling. b. advertising. c. public relations. d. sales promotions. e. publicity.

answer

a. personal selling

question

sales people have contributed to the economic growth of the US in 2 basic ways. a. by stimulating economic transactions and encouraging research and development. b. by bringing producers news about the state of the market and introducing new products to people in rural areas. c. by stabilizing economic transactions and assisting in recovery cycles. d. by sustaining periods of relative prosperity and developing product awareness among consumers. e. by stimulating economic transactions and increasing the diffusion of innovation.

answer

e. by simulation economic transaction and increasing the diffusion of innovation

question

salespeople have the following relationship with revenue in most business firms. a. indirect. b. direct. c. no relationship. d. parallel. e. inverse.

answer

b. direct

question

according to the text, in considering the responsibility for revenue production, salespeople usually feel the brut of the pressure along with a. the firm's stockholders. b. the firm's production staff. c. the firm's management staff. d. the firm's financial staff. e. the customer service supervisor.

answer

c. the firms management staff.

question

while accountants and financial staff are concerned with profitability in terms, salespeople are primarily concerned with profitability in terms of a. top-line, bottom-line b. accounting, sales c. profit/loss, revenue d. cost-of-production, cost-of-sales e. bottom-line, top-line

answer

e. bottom line, top line

question

given the increasing importance of building trust with customer and an emphasis on establishing and maintaining long term relationships, salespeople should do all of the following EXCEPT a. be honest and candid with customers. b. be willing to grant preferential price discounts. c. demonstrate knowledge of their products and services. d. demonstrate knowledge about market opportunities and relevant business trends that may affect the customer's business. e. coordinate activities within the selling firm to deliver value to the customer.

answer

b. be willing to grant preferential price discounts.

question

As a salesperson you are expected to a. get to know the buyers on a personal level. b. contribute to the success of the buyer's firm. c. serve your employer's interests only. d. only be concerned with meeting your sales quota. e. not get involved with your customers' problems.

answer

b. contribute to the success of the buyer's firm

question

which of the following is not one of the four basic approaches to personal selling that was ID three decades ago

answer

contingency- selling

question

according to the text, when salespeople alter their sales messages and behaviors during a sales presentation or as thy encounter different sales situations they are using

answer

situational selling

question

which of the following is NOT a typical skill required for trust based relationship selling a. financial planning b. information gathering c. listening and questioning d. strategic problem solving e. team building and teamwork

answer

a. financial planning

question

when practicing trust based relationship selling, salespeople should do all of the following except a. act as a business consultant and long-term ally. b. participate in two-way and collaborative communication. c. practice stimulus-response selling. d. be actively involved in the customer's decision-making process. e. provide continued follow-through.

answer

c. practice stimulus response selling

question

which of the 5 views of personal selling is considered to be the simplest

answer

stimulus response.

question

____________ is a method in which a series of questions or statements furnished by the salesperson is designed to condition the perspective buyer to answering "yes" time after time, until it is hoped, he or she will say "yes" to the entire sales proposition..

answer

continued affirmation

question

which of the following statements pertaining to the stimulus-response form of personal selling is true a. The buyer takes a dominant role in the sales dialogue. b. The stimulus-response sales strategy cannot be used with a canned sales presentation. c. The stimulus-response sales strategy must be conducted in person because of the necessity for visual aids. d. An example of the stimulus-response sales strategy would be the continued affirmation method. e. The stimulus-response sales strategy has the advantage of flexibility.

answer

d. an example of the stimulus-response sales strategy would be continued affirmation method

question

the mental states or formula approach to personal selling assumes that buyers must be led through four mental states, which occur in this order

answer

d. attention, interest, desire, action

question

need- satisfaction personal selling is based on the notion that a. customers need to be told what they want. b. the customer needs to know what products the firm offers. c. salespeople should be friendly because customers need to feel that they are appreciated. d. customers purchase to satisfy a particular need or set of needs. e. customers have only one need at a time and it must be met before the salesperson can interest them in any other product.

answer

d. customers purchase to satisfy a particular need or set of needs.

question

all of the following statements accurately reflect factors that pertain to need satisfaction selling except a. this method focuses on the salesperson and his/her understanding of the customer's needs. b. the salesperson utilizes questioning, probing tactics to uncover important buyer needs. c. the salesperson waits until relevant needs have been established before discussing product offerings. d. the customer dominates the early portion of the sales interaction. e. it is the salesperson's duty to identify the need to be met and then help the buyer in meeting that need.

answer

a. this method focuses on the salesperson and his/her understanding of the customer's needs

question

the problem solving view of personal selling is an extension of

answer

need satisfaction selling

question

which one of the following is not a stage in the problem solving approach to selling a. Continue selling until purchase decision. b. Generate alternative solutions. c. Follow up the sale with additional product offerings. d. Define the problem. e. Evaluate alternative solutions.

answer

c. follow up the sale with additional product offerings.

question

a personal selling approach that involves helping customers reach their strategic goals by using the products, services and expertise of the sales organizations is called a. needs-satisfaction selling. b. consultative selling. c. alternative-solutions approach. d. stimulus-response selling. e. adaptable response method.

answer

b. consultative selling

question

Chester Sykes, a new business account executive for Information Handling Services suggests that salespeople should use ____________ to begin building a relationship based on identifying and satisfying potential clients' needs. a. self-assessment selling. b. stimulus-response selling. c. problem-solution selling. d. consultative selling. e. transaction-oriented selling.

answer

d. consultative selling

question

the most important part of the salesperson's job is a. tracking accounts receivable. b. the sales process. c. training new salespeople. d. being involved in the community. e. attending training sessions.

answer

b. the sales process

question

the sales process us usually described as a series of ________ steps

answer

interrelated

question

the sales process begins with

answer

locating qualified prospective customers

question

salespeople who are customer oriented, honest, dependable, competent, and likable are in a good position to establish .

answer

trust

question

which of the following is not part of the sales process model outlined in the text? a. Selling strategy b. Selling situation c. Initiating customer relationships d. Developing customer relationships e. Enhancing customer relationships

answer

b. selling situation

question

according to the text, all of the following occur when initiating customer relationships except a. prospecting. b. the preapproach. c. presentation planning. d. approaching the customer. e. delivering the sales presentation

answer

e. delivering the sales presentation

question

personal selling definition

answer

a crucial part of marketing, involves interpersonal communications between buyers and sellers to initiate, develop and enhance customers relationships (B2B)

question

hunters, pioneers, order getters

answer

focus on gaining new customers

question

farmers order takers

answer

focus on existing accounts

question

missionary salespeople

answer

not responsible for actual sale, they provide info and other services

question

key role of sales people

answer

financial contributor, change agent, communication agent, customer value agent

question

financial contributor

answer

assume a key role in revenue production, expected to achieve revenue goals on the profit and loss statement

question

change agent

answer

stimulates sales cycles and help customers reach buying decisions; educate potential customers and advance towards a sale

question

communication agent

answer

heavily involved as 2 way communications agents between their customer and their employers

question

customer value agent

answer

salespeople helping to create, communicate, delivery and continually increase customer value. CV depends on buyer's situations, needs and priorities--> can be defined as customer's perception of what they receive in exchange for what they give up

question

criteria for adding customer value

answer

customer market knowledge, coordination, efficiency, strategic alignment, turstworthiness

question

customer and market knowledge

answer

is salesperson knowledgeable about the customers business, competition and market conditions.

question

coordination

answer

does the salespeople coordinate with others in their company to solve customer problems or provide opportunities to customers?

question

efficiency

answer

is time spent with SP worthwhile, and can he get things done?

question

strategic alignment

answer

does SP understand and contribute to achieving the customer's priorities?

question

trustworthiness

answer

can SP be trusted ( honest, competent, customer oriented, dependable and compatible)

question

trust based selling process

answer

- truly satisfying the customers needs - understanding customer value- creating and communicating customer value- continually increasing customer value during sale process - major phases in this sales process: initiating, developing and enhancing customer relationships.

question

selling foundation 3 factors

answer

knowledge, skill, trust building

question

knowledge-

answer

knowledge of product, market, customer, competitor

question

skill

answer

skills for questioning, listening, presentation and dialogue

question

skin and adapt

answer

adapt- finding common ground- assess the buyer's situation, discover the buyer's needs, activate the buying process, project the impact of solving a problem or realizing an opportunity and make a transition to the sales presentation or the next step in the buying process

question

trust building

answer

trust building through customer orientation, dependability compatibility and competence

question

stimulus response

answer

-least flexible - least focused on the buyer's unique needs and strategic priorities ( same presentation, script)

question

mental states selling

answer

-sequential approach to selling in which salesperson leaded customer through stages, mental states in process -AIDA ( attention, interest, desire, action) - 1 way presentation w/ salesperson doing most of the talking and not very effective - not customer orientated

question

needs satisfaction selling

answer

- customer motivated to buy to satisfy particular needs -salespeople help customers ID needs -sell products to meet those needs - good approach

question

problem solving selling

answer

- extends need satisfaction selling beyond ID needs to developing alternative solutions for satisfying these needs

question

SPIN selling

answer

investigate customer's situation, determine a problem, discuss implications, and needs payoffs

question

consultative selling

answer

-process of helping customers reach strategic goals by using products services and expertise. -SP must be expert on customer business, competitors and markets

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