MKT 3427 Test 1 ch. 3 – Flashcards

The ability to monitor our own feelings and the feelings of others, and manage emotions in our relationships is referred to as: A) emotional intelligence B) relationship partnering C) a relationship strategy D) self-concept E) a win-win relationship

The three major relationship challenges are building new relationships, transforming relationships from personal to professional, and: A) projecting a professional image B) managing relationships C) developing empathy D) developing rapport E) adding value

A series of creative improvements in the sales process that enhance the customer experience is also known as: A) relationship modeling B) customer-oriented sales C) value-added selling D) transactional selling E) managing relationships

Salespeople today are encouraged to think in terms of: A) the profitability to the company that a customer represents B) building a career that will translate even if they switch companies C) maximizing their time by automating most functions D) the total lifetime relationship with the customer E) the total life cycle of a given sale

Developing a long-term relationship that focuses on solving the customer's buying problems is referred to as: A) executing B) consulting C) selling D) managing a relationship E) partnering

According to Larry Wilson, there are three keys to a partnering relationship. To establish a partnership with a customer, he suggests all of the following EXCEPT: A) make sure everybody understands the purpose of the partnership B) be sure the relationship is built upon shared values C) the role of the salesperson must move from selling to supporting D) the salesperson and the client must agree on what they want to do together E) use closing methods that establish a foundation for a long-term partnership

Salespeople need to build and maintain relationships with all of the following groups EXCEPT: A) management personnel B) company support staff C) secondary decision makers D) vendors E) customers

Which of the following would be considered a secondary decision-maker? A) a credit department staffer employed by the same company as the salesperson B) the administrative assistant who works for the CEO of an established customer C) a shipping department worker employed by the same company as the salesperson D) the secretary who provides support services for the sales staff E) the accounts payable clerk who works for the vendor

In terms of relationship building, which type of selling is often the most challenging? A) transactional selling B) generic selling C) strategic alliance selling D) consultative selling E) missionary selling

The bundle of facts, opinions, beliefs, and perceptions that you have about yourself are referred to as which of the following? A) self-concept B) self-love C) self-esteem D) self-mythology E) self-examination

Which of the following is a practical approach to improving your self-image? A) Learn to develop a positive mental attitude. B) Maintain a clear focus on past mistakes. C) Spend time getting to know your competition. D) Spend time each day contacting your current customers. E) Develop a general level of knowledge on many topics.

The win-win strategy can best be summed up as which of the following statements? A) Both buyer and seller come away from the negotiation having given up something they originally wanted. B) Both buyer and seller come away from the negotiation feeling that their best interests have been served. C) Both buyer and seller come away from the negotiation feeling that they have made a new friend. D) Neither buyer nor seller comes away from the negotiation feeling that they have made progress. E) Neither buyer nor seller comes away from the negotiation having given up anything.

All of the following are considered elements of nonverbal communication EXCEPT: A) dress and grooming B) confidence communicated by your voice C) choice of words to communicate facts and figures D) facial expressions and gestures E) posture and demeanor

Research indicates that when two people communicate, nonverbal messages convey: A) much less impact than verbal messages B) slightly less impact than verbal messages C) slightly more impact that verbal messages D) much more impact than verbal messages E) the same impact as verbal messages

Research in the field of communications reveals that: A) a person's intention may not translate into the verbal message the person conveys B) nonverbal behaviors seldom reinforce verbal messages C) the meaning we attach to what is said by another person depends little on visual and auditory data D) nonverbal behaviors do not contradict verbal messages E) words play a surprisingly small role in the communications process

Generally speaking, a firm handshake will communicate all of the following EXCEPT: A) a caring attitude B) respect C) an image of strength D) warmth E) aloofness

A weak grip while shaking hands communicates weakness or: A) strength B) fear C) dominance D) indifference E) antagonism

All of the following are techniques that can be helpful in remembering a customer's name EXCEPT: A) verify the spelling of the person's name B) repeat the name immediately C) write the name on a nametag D) ask how the person would like to be addressed E) relate the name to something easy to remember

Which facial expression tends to inspire the most trust? A) a contemplative look B) a smile C) a frown D) a look of concern E) a look of skepticism

Which of the following is NOT true of eye contact during a sales call? A) Looking at papers in your briefcase indicates to the customer that you are listening. B) Nodding occasionally indicates interest. C) Eye contact is one of the best ways to say "I'm listening." D) A fleeting glance at notes is appropriate. E) A prolonged, direct stare can be threatening.

The rules about how to dress in the business community are: A) so varied that no general guidelines can be established B) subject to some general guidelines C) clearly defined for most occupations D) clearly defined for most occupations with the exception of personal selling E) clearly defined in the literature but not commonly understood by the layman

The concept of "unconscious expectations" with regard to dress is best defined by which one of the following statements? A) Most customers have never consciously put into words their feelings about dress and grooming. B) People seldom have strong feelings about what is appropriate in terms of dress and grooming. C) It is not possible to anticipate what is appropriate in dress and grooming because customers' expectations are never known. D) Every person seems to have very different expectations regarding what is appropriate in terms of dress and grooming. E) Every person has formed certain views about what is appropriate in terms of dress and grooming for specific occupations.

All of the following should be considered when selecting a wardrobe for sales work EXCEPT: A) simplicity B) appropriateness C) fashion D) quality E) visual integrity

A good general rule for salespeople to follow when choosing a wardrobe for sales is which of the following? A) Business casual is always acceptable. B) The salesperson should always be dressed more formally than the client is. C) Men should wear blazers and button-down shirts, and women should wear heels and dresses or skirts. D) Observe what your customers wear and match your clothing to theirs. E) As long as you are a professional your clothing will have no impact on your job performance.

In what medium is voice quality particularly important? A) on the telephone B) at a face-to-face meeting C) in a webinar D) by email E) by instant message

All of the following are ways of speaking that salespeople should avoid EXCEPT: A) talking too quickly B) talking enthusiastically C) talking too slowly D) speaking in a dull pattern E) using poor speech habits

Which of the following is NOT a rule of etiquette appropriate for salespeople? A) Do not call a new prospect by their first name too soon. B) Avoid offensive stories or comments. C) Do not express personal views on religion or politics until clients have first expressed their views. D) When you invite a customer to lunch, do not discuss business before the meal is ordered unless the client initiates the subject. E) Leave a clear, concise message when you leave a message on voice mail.

All of the following are topics a salesperson can use to break the ice when talking with a prospect EXCEPT: A) here and now observations B) compliments C) mutual acquaintances D) politics E) common interests

An effective model of creating rapport and building relationships with customers includes all of the following EXCEPT: A) customize B) appreciate C) respond D) execute E) involve

All of the following are strategies for self-improvement EXCEPT: A) compare your performance to others B) set goals C) use visualization D) use positive self-talk E) reward your progress

The salesperson who is honest, accountable, and sincerely concerned about the customer's welfare brings ________________ to the sale.

can be defined as a strategically developed, high quality, long-term relationship that focuses on solving the customer's buying problem.

is shaped by the ideas, attitudes, feelings, and other thoughts you have about yourself that influence the way you relate to others.

are a form of communication that have been defined as "messages without words" or "silent messages."

is usually the only physical contact one makes during a sales call.