mktg 420 practice midterm 2 – Flashcards
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A "strategy" can be best described as a collection of techniques, practices, or methods you use when you are face to face with a customer.
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F
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Consultative-style selling, which emerged in the late 1960s and early 1970s, is an extension of the marketing concept.
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T
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Value-added selling can be defined as a series of creative improvements within the sales process that enhance the customer experience.
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T
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Typical salespeople spend about 30 percent of their time in actual face-to-face selling situations.
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T
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Consultative-style selling practices have become popular because they can be easily mastered.
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F
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The four major strategies that form the strategic consultative selling model are independent of one another.
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F
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All of the following are elements of the marketing mix except:
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personnel
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The ultimate goal of the "marketing concept" is:
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customer satisfaction.
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The evolution of strategic selling can be traced to:
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several trends that resulted in a more complex selling environment.
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The development of a personal selling philosophy involves all of the following EXCEPT:
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a full appreciation of the tenets of the free enterprise system.
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The promotion element of a marketing program can be subdivided into the areas of:
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sales promotion, public relations, personal selling, and advertising.
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Which of the following statements accurately describes value-added selling?
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The value added by salespeople today is increasingly derived from intangibles.
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The four broad strategic areas of the Strategic/Consultative Selling Model are:
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relationship strategy, product strategy, customer strategy and presentation strategy
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Today's customer wants a quality relationship as well as a quality product.
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T
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In the strategic/consultative selling model, developing a relationship strategy includes the following prescriptions: adopt the marketing concept, project a professional image, and maintain high ethical standards.
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F
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Self-image can set the limits of our selling accomplishments, defining what we can and cannot do.
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T
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Research indicates that when two people communicate, verbal messages convey much more impact than nonverbal messages.
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F
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Ideally, the relationship strategy should be tailored to the type of customer you are working with.
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T
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Most image consultants agree that there is a single "dress for success" look that is appropriate for most sales positions.
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F
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A salesperson should speak in a fixed tempo in order to establish credibility.
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F
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To talk in terms of the other person's interests is one of Dale Carnegie's guidelines for building strong relationships.
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T
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Nonverbal messages can reinforce or contradict the spoken word.
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T
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If you want to identify the inner feelings of another person, watch facial expressions closely.
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T
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The steps of self-improvement include goal setting, visualization, positive self-talk, and rewarding your progress.
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T
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_______ is shaped by the attitudes, feelings, and other thoughts you have about your-self that influences the way you relate to others.
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Self-image
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Which of the following is NOT a rule of etiquette appropriate for salespeople?
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Do not express personal views on religion or politics until clients have first expressed their views.
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In terms of relationship building, which type of selling is often the most challenging?
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Strategic alliance selling.
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Developing a relationship for selling involves all of the following prescriptions EXCEPT:
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become a good negotiator.
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Which of the following is a practical approach to improving your self-image?
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Learn to develop a positive mental attitude.
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Which of the following is NOT true of eye contact during a sales call?
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If you look at papers in your briefcase, the customer will assume you are listening.
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All of the following are considered elements of nonverbal communication EXCEPT:
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choice of words to communicate facts and figures
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Research indicates that when two people communicate, nonverbal messages convey:
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much more impact than verbal messages.
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Research in the field of communication reveals that:
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words play a surprisingly small role in the communication process.
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Which of the following statements regarding communications-style bias is true?
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It is often difficult to explain the symptoms that accompany communication-style
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A customer who is high in dominance tends to _______.
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like to control things
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A customer who combines low dominance and high sociability displays the _______ style.
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supportive
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A customer who takes the social initiative in most cases and expresses emotions openly is displaying characteristics of the _______ style.
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emotive
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When a Reflective salesperson moves into the excess zone, he or she is apt to:
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avoid making decisions.
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Communication-style bias is most likely to occur when salespeople _____.
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have contact with another person whose communication style is different than their own
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All of the following are major principles supporting communication style theory EXCEPT:
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the most successful business and social relationships are those between identical styles.
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Which of the following is an accurate statement regarding the communication-style model?
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It is composed of four distinct quadrants, each representing a major communication style.
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A customer who is low in dominance would most likely be _______.
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cooperative
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Which style flexing technique is most appropriate for a salesperson to use in the presence of an emotive customer?
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Provide support for the customer's opinions and ideas.
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The combination of low dominance and low sociability defines a communication style known as _______.
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reflective
