Sales & Selling Exam 1 Quiz Questions

The three prescriptions involved in developing a personal-selling philosophy are to adopt the marketing concept, to assume the role of problem solver or partner in helping customers make informed and intelligent business decisions, and to:

value personal selling

Which of the following trends in sales has led to an increase in both the education and skills a salesperson needs?

a shift from "selling" to consulting"

Some top-performing salespeople earn more than their managers. This compensation is most likely made up of:

base salary, commissions, bonuses, and incentives

(t/f) Another name for missionary salespeople is "detail salespeople."

true

(t/f) Sales positions can be a good track for promotion to supervisory-management positions.

true

Which of the following is an activity that would most likely be performed by a customer service representative (CSR)?

providing telephone support installation

The duties of inside salespeople may overlap heavily with the duties of:

account managers

Sales opportunities in the service sector are most likely expanding because:

the service industry has a higher growth rate than does the product industry

Well-trained salespeople can add value to the traditional retail shopping experience. Selling for a retailer might involve which of the following products?

fashion apparel, personal computers and recreational vehicles

(t/f) Examples of industries in the service channel include convention centers, banking, and advertising.

true

(t/f) The growth rate for service companies is much higher than the growth rate for companies that are selling products.

true

Convention center sales managers, investment securities brokers, and real estate salespeople all have one thing in common-they sell a(n) __________________.

service

The development of a personal selling philosophy most likely involves:

assuming the role of a problem-solver in helping customers make complex buying decisions

The ultimate goal of the "marketing concept" is:

customer satisfaction

The marketing mix consists of product, promotion, place, and:

price

(t/f) A company that ignores the marketing concept will not have any negative effects.

false

(t/f) Business firms vary in terms of how strongly they support the marketing concept.

true

Peter Drucker stated that "the _____________ defines the business."

customer

Transactional selling is less complicated than consultative selling because:

consultative selling takes into consideration the clients' varying needs

A key ingredient in the consultative selling process is:

serving the client

Which of the following is LEAST likely a characteristic of a person with a high level of emotional intelligence?

professionalism

In the partnering-style seller/buyer relationship, what is the foundation for creating value?

ethical decision making?

(t/f) Individuals with high levels of emotional intelligence rarely display the qualities needed to be successful in sales because they appear untrustworthy.

false

It is unusual for salespeople to have to think about ethics on the job.

false

People with high levels of _____________ ______________ tend to display the characteristics needed for success in sales, such as self-awareness, self-confidence, empathy, and adaptability.

emotional intelligence?

Which of the following is a point of view that has most likely eroded character in business?

corporations exist to maximize shareholder value

If a potential client hints that they will give you a sale if you give them a gift, you should most likely:

report this to your sales manager and ask for help turning the customer down

CRM software can most likely help a salesperson to:

fulfill commitments to customers

A sales rep is in a foreign country and has spent several days with a buyer for a large chain of convenience stores. At the end of the week, the sales rep feels confident that the buyer is ready to purchase, so he asks for the close. The buyer responds that he will be happy to place a large order for the chain as soon as the sales rep gives him an appropriately-sized gift. What should the sales rep most likely do?

The sales rep should consult with his sales manager to determine if gift-giving is an ethical and acceptable practice within the confines of an international business situation.

(t/f) A company's sales goals will never be in conflict with ethical behavior on the part of salespeople.

false

How would a CRM system most likely enable a salesperson to facilitate relationship building with numerous customers?

using letter templates to convey information?

A series of creative improvements in the sales process that enhance the customer experience is known as:

value-added selling

Salespeople today are most likely encouraged by employers to:

build long-term partnerships with customers

Developing a long-term relationship that focuses on solving the customer's buying problems is referred to as:

partnering

According to the text, high-performing salespeople build and maintain partnering relationships with all of the following key groups EXCEPT:

publicity specialists

According to the text, which type of selling situation relies most heavily on building a relationship with the customer?

strategic alliance

(t/f) In the information age, building and maintaining relationships has minimal impact on sales success.

false

(t/f) Although developing relationships with customers frequently leads to repeat business, such partnering rarely triggers referrals.

false

(t/f) An empathizer is someone who understands the ways humans interact.

true

(t/f) Transactional selling is a strategically developed, long-term relationship that focuses on solving the customer's buying problems.

false

"Behavior style" and "social style" are other ways of referring to:

communication style

Which of the following statements regarding communications-style bias is most likely true?

Communication-style bias can manifest as a general feeling of discomfort with another person.

Which of the following is most likely true about our individual communication style?

Which of the following is most likely true about our individual communication style?

Which of the following is a major principle supporting communication style theory?

A communication style is a way of thinking and behaving.

(t/f) Communication style is an important aspect of our personality.

true

(t/f) Communication style does not affect other people's perceptions of us.

false

Changing sales behaviors in order to improve communication with the customer is known as _____________ ______________.

adaptive selling?

Which statement is most likely true about the communication-style model?

it is composed of four distinct quadrants

(t/f) Communication style bias can cause a feeling that we simply do not like another person, without knowing exactly why.

true

A customer who is higher in dominance tends to do which of the following?

attempt to control situations

A customer who is lower in dominance would most likely be:

cooperative

If a prospect has low dominance, the salesperson should:

be aware that the prospect might not actively raise objections during the sales call

On the communication style grid, the two communication styles with low dominance are reflective and supportive. Salespeople with these two communication styles would be best suited for sales situations in which:

the product is highly technical and requires a strong focus on partnering over the long term to discover solutions for the client

A salesperson with low dominance who is selling to a customer with high dominance may run the risk of:

letting the customer drive the closing process instead of the salesperson guiding it

(t/f) An individual who is high on the sociability continuum tends to communicate in an ordered and measured manner.

false

_____________________ occurs when a company representative interacts directly with a customer or prospective customer to present information about a product or service

personal selling

the three prescriptions in personal selling philosophy are:

adopting the marketing concept, valuing personal selling, and being a problem solver and partner

the primary reason for the shift to an information economy was caused by:

a shift from heavy industrial activity to an emphasis on information processing

salespeople use a variety of ________________ to gather and process information of value to the customer

information technology

the primary rewards of a career in selling are

financial rewards, recognition, security, and chance for advancement

critical success factors for salespersons include

time management, setting priorities, and executing successfully

in addition to selling products, many salespeople offer their other services to their customers including:

maintaining inventories and merchandising

The role of the inside salesperson often includes

providing ongoing customer support and service, meeting customer needs, and being alert for new sales opportunities

today's workforce is made up of millions of knowledge workers who succeed only when they

add value to information

selling skills contribute in a major way to four groups of knowledge workers who usually do not consider themselves salespeople:

customer service representatives, professionals, entrepreneurs, and managerial personal

the four key sources of sales training are

corporate-sponsored training, training provided by commercial vendors, certification programs, and courses offered offered by colleges and universities

Professionalism in personal selling has been increasing. A type of training and education initiative that has been stimulated by this is

certification programs

It is imperative for ________ to understand and acquire the skills of personal selling.

everyone in contact with the customer

Due to applications of AI, such as chatbots, the role of salespeople as order takers in transactional selling has ______

diminished

Information technology tools, including social media platforms, PCs, and smartphones, along with ________ create value for both the buyer and seller by improving speed, ability to collaborate, customer engagement, and accountability.

innovative sales practices

Studies dealing with incomes in the business community indicate that salespeople _________.

earn significantly higher incomes than most other workers

The shift from selling to ________ has contributed to new job titles used to describe salespeople.

consulting and partnering

The trend toward increased professionalism in personal selling has been the stimulus for ________, which is a type of training and education initiative.

certification programs

The principles of ________ can be learned and applied by people whose personal characteristics are quite different.

adaptive selling, listening, and customer orientation

missionary or detail salespeople

develop goodwill, provide information, and stimulate demand for a product

Even though this is the age of information, companies like DuPont, Kraft Foods, and General Electric have adopted a philosophy that focuses on ________.

customer satisfaction, team selling, and relationship selling

The development of a personal-selling philosophy involves three prescriptions: ________.

adopting the marketing concept, valuing personal selling, and assuming the role of problem solver and partner to help customers make informed buying decisions

Knowledge workers are individuals whose working effort is centered on ________.

creating, using, sharing, and applying all types of knowledge

Psychic income, which comes from two major psychological factors, helps satisfy our need for ________ to help achieve higher levels of performance.

recognition and security

Once an initial sale has been made by an outside salesperson, inside salespeople are often asked to ________.

provide ongoing customer support and service and be alert for new sales opportunities

the five major sources of sales training are…

corporate-sponsored training, training provided by commercial vendors, certification studies, free online content, and colleges and universities

careers in selling offer many rewards, but the primary rewards include

financial rewards, recognition, security, and opportunities for advancement

All of the following qualities are associated with a high level of emotional intelligence EXCEPT _________.

narcissism

According to author Daniel Goleman which of these factors or traits is a better predictor of success in the field of personal selling?

Emotional Intelligence

All of the following sales practices can result in a short-run sale but destroy the customer - client relationship in the long run EXCEPT

giving a price break based on high sales volumes

which of the following refers to a situation where a frequent supplier offers a personal favor or gift in appreciation of the long-standing partnership?

Reciprocal favoritism

which of the following factors is the most important determinant of employee ethics?

Role model of top management

Which of the following unethical sales practices refers to a mutual exchange of benefits, as when a firm buys products from its own customers?

Reciprocity

Which of the following refers to principles and standards that guide behavior in the world of business?

Business ethics

Which of the following is composed of personal standards, including honesty, integrity, and moral strength?

Character

A salesperson's personal code of ethics ___________.

must extend beyond the legal definition of what is right and wrong

Which of the following is a personal guideline that can serve as a foundation for developing a personal code of ethics?

Relationship comes first, task second.

Those who adopt the CARE model are likely to become ________.

trusted, respected, and invaluable partners to their customers

Self-concept is an important dimension of the relationship strategy. A few of the practical approaches to developing a positive self-concept are to________.

focus on the future, not on past mistakes or failures; become an expert in selected areas; and develop a positive mental attitude

You can make your voice more pleasing to others and use it to add value to your relationships by doing all of the following EXCEPT.

speaking quickly

Proper use of the rules of etiquette can enhance the selling relationship. An example of proper etiquette in sales is _____.

recognizing the importance of punctuality

Self-improvement strategies such as relationship building can be achieved by ________.

setting goals, using visualization, using positive self-talk, and rewarding your progress

Value-added selling is defined as ________.

a series of creative improvements in the sales process that enhance the customer experience

Today, ________ is an important symbol of respect, and in business settings it is the proper greeting.

the handshake

The acronym CARE, used by Andrew Gallan, is used to remind his representatives of behaviors that ________.

build long-term relationships