Pro Selling Final- CH. 1-3

Flashcard maker : Lily Taylor
1) The term product should be broadly interpreted to encompass:
A) information, services, ideas, and issues
B) information and items
C) tangible items and issues
D) all tangible items
E) all intangible items
2) The development of a personal selling philosophy involves all of the following EXCEPT:
A) a full acceptance of the marketing concept
B) a full appreciation of the tenets of the free enterprise system
C) developing an appreciation for the expanding role of personal selling in our competitive national and international markets
D) assuming the role of a problem-solver in helping customers make complex buying decisions
E) assuming the role of a partner in helping customers make complex buying decisions
3) A major development that has helped the information economy is:
A) new demands for improved customer service
B) recognition that customers want more information
C) major advances in information technology
D) the need for more strategic alliances
E) diversification of products
4) Which of the following statements accurately describes value-added selling?
A) The value added by salespeople today is increasingly derived from tangibles.
B) The value added by salespeople today is increasingly derived from intangibles.
C) Value-added selling surfaced during the evolution of strategic selling.
D) Value-added selling would not be an appropriate strategy in international markets.
E) Value-added selling is only appropriate for services, not products.
5) The ultimate goal of the “marketing concept” is:
A) product diversification
B) customer satisfaction
C) brand loyalty
D) rising profit margins
E) efficiency of production
6) Which of the following statements would NOT be an application of the marketing concept?
A) Let’s speed up production and get these products to customers faster by eliminating the field test.
B) Let’s show these product designs to some prospective buyers for their reactions.
C) Let’s examine our points of distribution to see if we’re reaching the market effectively.
D) Let’s do some research to see which colors the consumers prefer.
E) Let’s ask customers which products they used most heavily.
7) When UPS was first established, founder Jim Casey described the firm’s focus as follows:
A) To become a leader in international shipping
B) To become the world’s most profitable company
C) To render perfect service to our stores and their customers
D) To become the world’s most efficient shipping company
E) To become the fastest shipper in the world
8) All of the following are elements of the marketing mix EXCEPT:
A) personnel
B) product
C) promotion
D) place
E) price
9) The promotion element of a marketing program can be subdivided into the areas of:
A) sales, promotion, and advertising
B) market research, personnel, and product publicity
C) product research, product design, product production, and product publicity
D) public relations, place, personal selling, and personnel
E) sales promotion, public relations, personal selling, and advertising
10) 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 the:
A) product strategy
B) customer strategy
C) presentation strategy
D) relationship strategy
E) marketing strategy
11) A well-thought-out plan for establishing, building, and maintaining quality relationships is a:
A) relationship strategy
B) customer strategy
C) product strategy
D) presentation strategy
E) personal selling philosophy
12) Sharon Wiley is a sales representative employed by a leading producer of pharmaceuticals used in veterinary medicine. Recently she attended a university-sponsored seminar that focused on new research findings in selected areas of veterinary medicine. Ms. Wiley is attempting to develop a:
A) relationship strategy
B) customer strategy
C) service strategy
D) presentation strategy
E) product strategy
13) All of the following are broad strategic areas of the Strategic/Consultative Selling Model EXCEPT:
A) relationship strategy
B) product strategy
C) customer strategy
D) service strategy
E) presentation strategy
14) Eric Villa obtained a license to sell real estate and then accepted a sales position with a local Century 21 agency. To prepare for this new position, he purchased and read a research report entitled “Buying Habits of Today’s Home Buyers.” Mr. Villa is attempting to develop a:
A) presentation strategy
B) product strategy
C) customer strategy
D) relationship strategy
E) price strategy
15) The four broad strategic areas of the Strategic/Consultative Selling Model are:
A) connected to each other
B) in conflict with each other
C) independent of each other
D) not independent of each other
E) identical to each other
16) Preparing objectives for the sales presentation and a plan to reach those objectives is the:
A) product strategy
B) customer strategy
C) presentation strategy
D) relationship strategy
E) marketing strategy
17) The customer strategy always takes into consideration:
A) maintaining a close partnership
B) what the customer needs
C) the profit margins of the product
D) the relationship between the selling partners
E) the company’s sales quotas
18) When a marketer decides to adopt partnering, emphasis will be placed on:
A) selling strategies
B) product development
C) selling tactics
D) the customer
E) the salesperson
19) The evolution of strategic selling can be traced to:
A) a need to use fewer salespeople to sell more products
B) the growing demand for less expensive products
C) the need for salespeople to master sales force automation practices
D) new levels of competition
E) several trends that resulted in a more complex selling environment
20) Customers want quality products and:
A) quality relationships
B) low prices
C) free shipping
D) custom installation
E) little contact
21) The highest form of partnering is the:
A) marketing alliance
B) value-added alliance
C) partnering alliance
D) customer partnership alliance
E) strategic selling alliance
22) A partnership is beneficial for both parties because the successive sales are:
A) equal to the initial sales
B) greater than the initial or repeat sales
C) not necessarily guaranteed
D) a function of the price of the product
E) transactional in nature
23) Account managers from Campbell’s help add value for their culinary customers by:
A) giving them cheaper prices
B) selling more products than the competition
C) helping them improve their menus
D) providing various payment options
E) expediting shipments
24) Achieving a marketplace advantage by teaming up with another company whose products or services fit well with your own is referred to as a:
A) marketing strategy
B) customer strategy alliance
C) sales strategy
D) strategic selling alliance
E) successive sales alliance
25) For a strategic alliance to be successful, the first step is for a company to:
A) enlist legal assistance to make sure its interests are protected
B) talk to the customer to discover what its needs are
C) assemble a team of product experts
D) define the ethical guidelines that will apply to the alliance
E) find out as much about the proposed partner as possible
26) Maintaining high ethical standards:
A) can strengthen your relationship with a customer
B) should be secondary to closing a sale
C) is rare in the world of sales
D) will lead to lost revenue for a company
E) often puts you in conflict with your customers
27) CRM software is used to hold information about all of the following EXCEPT:
A) customers
B) competitors
C) prospects
D) coworkers
E) suppliers
28) The process of building and maintaining strong customer relationships by providing customer value is called:
A) marketing concept
B) value-added selling
C) customer relationship management
D) personal sales philosophy
E) customer strategy
29) The effective exchange of information is the foundation of most economic transactions. This is known as:
A) exchange theory
B) personal selling
C) the value-added economy
D) the information economy
E) the post-consumer economy
30) All of the following are steps to creating and delivering the customer value model EXCEPT:
A) understanding the customer’s value needs
B) creating the value proposition
C) communicating the value proposition
D) delivering the value proposition
E) presenting the value proposition
1) Which one of the following people would NOT be considered a “knowledge worker”?
A) someone who performs research to discover new information
B) someone who takes current research and uses it to facilitate a task
C) someone who relays information from one party to another without changing it
D) someone who puts information in a format that allows others to access it
E) someone who uses information to solve a problem
2) Salespeople are considered knowledge workers because:
A) they position and lay out information in a way that helps buyers understand it
B) they gain knowledge of the product before they can sell it
C) they repeat a script that they are given by their managers
D) they develop understanding of the best practices of sales
E) they create products themselves before they can sell them
3) Tamara Grindel is a doctor who practices with a group of other physicians with the same specialty. She is considering taking a course on selling skills. What is the most important way in which this will help her medical practice?
A) Learning selling skills will give Dr. Grindel an alternate career once she retires from medicine.
B) Learning selling skills will help Dr. Grindel bring new patients to her practice.
C) Learning selling skills will aid Dr. Grindel in communicating effectively with pharmaceutical reps who show her new medications.
D) Learning selling skills will show Dr. Grindel how to ensure that her patients take the medications she prescribes them.
E) Learning selling skills will require Dr. Grindel to understand the financial pressures of running a practice.
4) The CEO of SwiftLink spends one week each month going to sales appointments with various salespeople in the company. In addition to assisting the salespeople with presentations, a likely reason the CEO goes on sales calls is:
A) to gather information on customer needs and preferences
B) to deduct mileage on his vehicle as a way to offset taxes
C) to undercut the salespeople in underperforming divisions of SwiftLink
D) to ensure that the salespeople do not give volume discount pricing
E) to trade information to customers in exchange for information on competitors
5) Peter Kumar has developed a software application that will reduce costs and increase server speed for corporations of all sizes. Even with this useful application, Peter still needs to develop personal selling skills in order to:
A) understand and write a business plan for his company
B) explain his application to others who can buy it
C) apply for a patent on his application
D) maintain the discipline and stamina required to develop such a complicated piece of software
E) ensure that only corporate users buy his application
6) Convincing potential donors to support charities financially is an example of:
A) turning the concept of sales on its head
B) taking from those with financial resources without their realizing it
C) using selling skills to support philanthropy
D) taxing the wealthy
E) performing a sales function without having selling skills
7) Which of the following is NOT an activity that would be performed by a customer service representative (CSR)?
A) processing paperwork
B) shipping or delivering products
C) providing telephone support for installation
D) calling customers to make sure their product is working
E) reconciling bank statements with accounting records
8) Which of the following trends in sales has led to an increase in both the education and skills a salesperson needs?
A) an increase in commission per sale
B) an increase in the time spent on personal relationships
C) an increase in web-based selling channels
D) a shift from in-person to telephone sales
E) a shift from “selling” to “consulting”
9) Of the following activities routinely performed by salespeople, which one contributes LEAST financially to both the salesperson and the company?
A) service calls
B) face-to-face selling
C) telephone selling
D) waiting and traveling
E) administrative tasks
10) Some top-performing salespeople earn more than their managers. This compensation is made up of:
A) bonuses only
B) base salary, commissions, and bonuses
C) commissions and charge-backs
D) bonuses and dividends
E) IPOs and base salary
11) On average, an experienced, high performing salesperson will find the highest compensation opportunities with which approach?
A) feature/benefit
B) transactional
C) value-added
D) solution
E) directed
12) Psychic income in selling refers to which one of the following?
A) the visibility provided by working in the sales department
B) the satisfaction of being on a commission payment plan
C) the high commissions earned because of successful “intuitive” selling
D) the opportunity to be a member of the sales team
E) the job recognition afforded sales personnel
13) Salespeople have an advantage over workers in other positions when being considered for promotion to positions of greater responsibilities because:
A) Salespeople have limited opportunities for advancement.
B) Salespeople receive a minimal amount of psychic income.
C) Salespeople generally do not have good job security.
D) Salespeople have numerous opportunities to advance to middle-management ranks.
E) Salespeople have high visibility within companies already relative to other positions.
14) There is a pay gap between men and women in the field of sales, with men earning more than women do. Despite this, sales represents an excellent financial opportunity for women for which of the following reasons?
A) The pay gap in sales is less than the pay gap in the workforce overall.
B) The pay gap varies from company to company.
C) The pay gap is only an issue in certain industries.
D) The psychic income from sales is equivalent to the value of the pay gap.
E) The psychic income from sales cannot be quantified.
15) The duties of inside salespeople may overlap heavily with the duties of all of the following job positions EXCEPT:
A) outside salespeople
B) account managers
C) technical support personnel
D) customer service representatives
E) internal auditors
16) Alan Karbashian spends all day driving from customer site to customer site for sales meetings in his job with a national medical parts manufacturer. Alan is considered:
A) an inside sales rep
B) an outside sales rep
C) an alignment rep
D) a distributing rep
E) an interchange rep
17) In a well-structured sales department, inside and outside salespeople often:
A) compete for sales and customers
B) duplicate their efforts and increase the company’s cost per sale
C) work together to generate leads, close sales, and provide service
D) exchange leads depending on what the expected sales will be
E) combine their monthly sales figures to increase commissions
18) Trade selling and missionary (detail) sales are both examples of sales:
A) directly from the manufacturer to the consumer
B) from the distributor to the consumer
C) bypassing the manufacturer to the distributor
D) inside the supply chain but not to the consumer
E) externally from the consumer to the supplier
19) Sales opportunities in the service sector are expanding because:
A) service providers connect directly with consumers
B) the service industry has a higher growth rate than the product industry does
C) modern consumers need help with activities that they used to be able to do on their own
D) the service industry is starting to saturate the market relative to the industrial and product industries
E) the service industry provides a higher commission rate for salespeople than the other industries also
20) Which of the following sectors would NOT be considered to be part the service industry?
A) hotel, motel, and convention centers
B) insurance
C) banking
D) real estate
E) chemicals
21) What event contributed most to the increased need for telecommunications salespeople?
A) deregulation of telephone service
B) anti-trust suits brought against the telecommunications industry
C) financial improprieties in the telecommunications industry discovered by internal auditor
D) creation of a national regulatory committee for telephone service
E) development of voice-over-IP (VOIP) technologies
22) Sales engineers are people with extensive knowledge of their product who also:
A) provide service on the product after the sale
B) develop the product as part of the research and development team
C) communicate the benefits of the product to the customers
D) have advanced degrees in science or technology
E) have graduate-level sales training
23) All of the following describe a category of sales personnel in the field of manufacturing EXCEPT:
A) sales engineer
B) field salesperson
C) detail salesperson
D) technical support representative
E) customer service representative
24) Salespeople in the U.S. report that they work in sales primarily to:
A) be promoted to management
B) avoid working traditional hours
C) have greater flexibility with retirement
D) make more money
E) generate pension credits
25) Terri Milano, employed by a manufacturer of home electronics, offers assistance to retailers in such areas as credit policies, pricing display and store layout. She also collects information regarding acceptance of her firm’s products. She is performing the duties of a(n):
A) detail salesperson
B) retail salesperson
C) inside salesperson
D) field representative
E) manufacturer’s representative
26) Well-trained salespeople can add value to the traditional retail shopping experience. Selling for a retailer might involve which of the following products?
A) personal computers, automobiles and assembly line robotics equipment
B) photographic equipment, industrial specialties and recreational equipment
C) fashion apparel, personal computers and recreational vehicles
D) microchips, musical instruments and automobiles
E) software back-end integration services, jewelry, and motorcycles
27) Network (multilevel) marketing is different from traditional sales in that it:
A) creates a pyramid with the CEO at the top and the salespeople at the bottom
B) eschews growth of the salesforce for a given product
C) relies on an interconnected network of independent salespeople to sell the product directly
D) focuses on paid advertising instead of word-of-mouth publicity
E) allies itself with competing products and service providers
28) Corporate-sponsored sales training can include all of the following EXCEPT:
A) training on CRM software
B) training in accounting methods and theory
C) training delivered on the Internet
D) training that takes months to complete
E) training that is cost-intensive
29) Commercial vendors who provide sales training offer courses based on:
A) Universal Sales Theory
B) the theories of Dale Carnegie and Napoleon Hill
C) a variety of sales approaches dating back decades
D) modern sales approaches that have been regression-tested
E) graduate-level MBA sales work
30) A training and education initiative with specific requirements delivered by an industry oversight organization to salespeople in that industry is an example of a(n):
A) university sales methods class
B) corporate-sponsored training class
C) internet-based training program
D) certification program
E) college concentration
1) 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
2) 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
3) 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
4) 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
5) 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
6) 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
7) 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
8) 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
9) 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
10) 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
11) 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.
12) 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.
13) 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
14) 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
15) 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
16) 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
17) A weak grip while shaking hands communicates weakness or:
A) strength
B) fear
C) dominance
D) indifference
E) antagonism
18) 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
19) 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
20) 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.
21) 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
22) 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.
23) 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
24) 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.
25) 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
26) 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
27) 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.
28) 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
29) 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
30) 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

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