Question 1

What is the best advice Joelle can give to sales representatives regarding punctuality for appointments?

Accepted Answer

A) Lateness only matters if the prospect is on time and notices that the sales rep is late. 
B) Lateness is relative,and prospects in certain areas will expect a sales rep to be late. 
C) Lateness shows familiarity with the prospect,so it is a way to establish rapport. 
D) Lateness is viewed as disrespectful to most prospects,so always arrive early. 
E) Lateness can be overcome by offering excellent products at low cost. 
A) Lateness only matters if the prospect is on time and notices that the sales rep is late. 
B) Lateness is relative,and prospects in certain areas will expect a sales rep to be late. 
C) Lateness shows familiarity with the prospect,so it is a way to establish rapport. 
D) Lateness is viewed as disrespectful to most prospects,so always arrive early. 
E) Lateness can be overcome by offering excellent products at low cost. D

Question 2

In the information age,building and maintaining relationships has minimal impact on sales success.

Accepted Answer

A) True 
 B)False  False

Question 3

Which of the following is true of eye contact during a sales call?

Accepted Answer

A) Looking at papers in your briefcase indicates to the customer that you are listening. 
B) Nodding constantly indicates sincere interest in a customer. 
C) Eye contact is one of the best ways to say"I'm listening." 
D) A fleeting glance at notes is insulting to the prospect. 
E) A prolonged,direct stare is reassuring. 
A) Looking at papers in your briefcase indicates to the customer that you are listening. 
B) Nodding constantly indicates sincere interest in a customer. 
C) Eye contact is one of the best ways to say"I'm listening." 
D) A fleeting glance at notes is insulting to the prospect. 
E) A prolonged,direct stare is reassuring. C

Question 4

Roni Harris, a college student in the business department of her local university, originally planned to major in accounting. However, she discovered an interest in product marketing and sales and is taking courses in these areas.

-Roni,who lacks sales experience,has been assigned a mentor,Mark,who has been in the Compu-Tex sales department for 10 years. Mark tells Roni that he believes the best way to build long-term relationships with customers is to follow the CARE model. What should Roni most likely do if she takes Mark's advice?

Accepted Answer

A) Emulate Mark's speech and gestures when he gives sales presentations to clients. 
B) Ask Mark for a list of qualified prospects to improve her chances of closing a sale. 
C) Use CRM systems to ensure that clients receive software updates. 
D) Follow through on customer service commitments. 
E) Use positive self-talk to build her self-esteem. 
A) Emulate Mark's speech and gestures when he gives sales presentations to clients. 
B) Ask Mark for a list of qualified prospects to improve her chances of closing a sale. 
C) Use CRM systems to ensure that clients receive software updates. 
D) Follow through on customer service commitments. 
E) Use positive self-talk to build her self-esteem.

Question 5

In which communication setting is voice quality particularly important?

Accepted Answer

A) telephone 
B) face-to-face meeting 
C) webinar 
D) e-mail 
E) instant message 
A) telephone 
B) face-to-face meeting 
C) webinar 
D) e-mail 
E) instant message

Question 6

Which of the following is considered an element of nonverbal communication?

Accepted Answer

A) rate of speech 
B) active listening phrases 
C) word choice 
D) e-mail signature 
E) posture 
A) rate of speech 
B) active listening phrases 
C) word choice 
D) e-mail signature 
E) posture

Question 7

Which of the following is a rule of etiquette appropriate for salespeople?

Accepted Answer

A) Call a new prospect by their first name right away to break the ice. 
B) Avoid offensive stories or comments unless you are meeting outside the client's office. 
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) Do not leave a voice mail;instead,call until you reach the client. 
A) Call a new prospect by their first name right away to break the ice. 
B) Avoid offensive stories or comments unless you are meeting outside the client's office. 
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) Do not leave a voice mail;instead,call until you reach the client.

Question 8

The steps of self-improvement include setting goals,engaging in visualization,using positive self-talk,and rewarding your progress.

Accepted Answer

A) True 
 B)False

Question 9

________ are a form of communication defined as"messages without words"or"silent messages."

Accepted Answer

The answer of ________ are a form of communication defined...

Question 10

A full,deep grip in a handshake most likely communicates:

Accepted Answer

A) fearfulness 
B) discomfort 
C) dominance 
D) friendship 
E) antagonism 
A) fearfulness 
B) discomfort 
C) dominance 
D) friendship 
E) antagonism

Question 11

According to the text,emotional intelligence can most likely be increased by using:

Accepted Answer

A) partnering relationships 
B) transactional sales methods 
C) non-verbal communication tools 
D) empathizing techniques 
E) self-development activities 
A) partnering relationships 
B) transactional sales methods 
C) non-verbal communication tools 
D) empathizing techniques 
E) self-development activities

Question 12

Research indicates that when two people communicate,nonverbal messages convey:

Accepted Answer

A) much less impact than verbal messages 
B) slightly less impact than verbal messages 
C) slightly more impact than verbal messages 
D) much more impact than verbal messages 
E) the same impact as verbal messages 
A) much less impact than verbal messages 
B) slightly less impact than verbal messages 
C) slightly more impact than verbal messages 
D) much more impact than verbal messages 
E) the same impact as verbal messages

Question 13

The role of a salesperson should move from supporting to selling in a partnership relationship.

Accepted Answer

A) True 
 B)False

Question 14

A good way to build a relationship with a customer is to mention:

Accepted Answer

A) someone you both know 
B) that you're wearing the same color 
C) your children 
D) election results 
E) a salesperson from a competing company 
A) someone you both know 
B) that you're wearing the same color 
C) your children 
D) election results 
E) a salesperson from a competing company

Question 15

List and describe the steps of the CARE model of relationship-building.

Accepted Answer

Customize.Every customer is unique and r

Question 16

During an interview for a part-time sales position with Compu-Tex,a firm that sells software subscriptions,Roni is asked to discuss a time that she partnered with another person or group to achieve the other party's goal. Which example should Roni most likely describe?

Accepted Answer

A) Roni sold her used textbooks to a friend who was taking a course Roni had taken the previous semester. 
B) Roni audited the books of the Investment Club to make sure she had calculated earnings and fees correctly. 
C) Roni spoke Mandarin to the server at her favorite Chinese restaurant so the server could understand her more easily. 
D) Roni watched and analyzed the gait of a track teammate so the teammate could choose the best shoes for her stride. 
E) Roni organized the volunteer schedule for the art therapy program to ensure a proper balance between her school and volunteer obligations. 
A) Roni sold her used textbooks to a friend who was taking a course Roni had taken the previous semester. 
B) Roni audited the books of the Investment Club to make sure she had calculated earnings and fees correctly. 
C) Roni spoke Mandarin to the server at her favorite Chinese restaurant so the server could understand her more easily. 
D) Roni watched and analyzed the gait of a track teammate so the teammate could choose the best shoes for her stride. 
E) Roni organized the volunteer schedule for the art therapy program to ensure a proper balance between her school and volunteer obligations.

Question 17

________ is the bundle of facts,opinions,beliefs,and perceptions about yourself that are present in your life every moment of every day.

Accepted Answer

The answer of ________ is the bundle of facts,opinions,beliefs,and perceptions...

Question 18

Nonverbal messages can reinforce or contradict the spoken word.

Accepted Answer

A) True 
 B)False

Question 19

What is the best rule for salespeople to follow when choosing a wardrobe?

Accepted Answer

A) Business casual is acceptable in all corporate environments. 
B) The salesperson should dress more formally than the client. 
C) Men should wear blazers,and women should wear heels and skirts. 
D) Salespeople should mimic the type and style of clothing worn by customers. 
E) Clothing has no impact on job performance when salespeople act professionally. 
A) Business casual is acceptable in all corporate environments. 
B) The salesperson should dress more formally than the client. 
C) Men should wear blazers,and women should wear heels and skirts. 
D) Salespeople should mimic the type and style of clothing worn by customers. 
E) Clothing has no impact on job performance when salespeople act professionally.

Question 20

A(n)________ is usually the only physical contact one makes during a sales call.

Accepted Answer

The answer of A(n)________ is usually the only physical contact...

What is the best advice Joelle can give to sales representatives regarding punctuality for appointments?

In the information age,building and maintaining relationships has minimal impact on sales success.

Which of the following is true of eye contact during a sales call?

In which communication setting is voice quality particularly important?

Which of the following is considered an element of nonverbal communication?

Which of the following is a rule of etiquette appropriate for salespeople?

The steps of self-improvement include setting goals,engaging in visualization,using positive self-talk,and rewarding your progress.

________ are a form of communication defined as"messages without words"or"silent messages."

A full,deep grip in a handshake most likely communicates:

According to the text,emotional intelligence can most likely be increased by using:

Research indicates that when two people communicate,nonverbal messages convey:

The role of a salesperson should move from supporting to selling in a partnership relationship.

A good way to build a relationship with a customer is to mention:

List and describe the steps of the CARE model of relationship-building.

During an interview for a part-time sales position with Compu-Tex,a firm that sells software subscriptions,Roni is asked to discuss a time that she partnered with another person or group to achieve the other party's goal. Which example should Roni most likely describe?

________ is the bundle of facts,opinions,beliefs,and perceptions about yourself that are present in your life every moment of every day.

Nonverbal messages can reinforce or contradict the spoken word.

What is the best rule for salespeople to follow when choosing a wardrobe?

A(n)________ is usually the only physical contact one makes during a sales call.

Relationship Selling Opportunities in the Information Economy

Evolution of Selling Models That Compliment the Marketing Concept

Ethics: The Foundation for Partnering Relationships That Create Value

Communication Styles: A Key to Adaptive Selling Today

Creating Product Solutions

Product-Selling Strategies That Add Value

The Buying Process and Buyer Behavior

Developing and Qualifying Prospects and Accounts

Approaching the Customer with Adaptive Selling

Determining Customer Needs With a Consultative Questioning Strategy

Creating Value with the Consultative Presentation

Negotiating Buyer Concerns

Adapting the Close and Confirming the Partnership

Servicing the Sale and Building the Partnership

Opportunity Management: The Key to Greater Sales Productivity

Management of the Sales Force

Filters

Exam 4: Creating Value with a Relationship Strategy

What is the best advice Joelle can give to sales representatives regarding punctuality for appointments?

In the information age,building and maintaining relationships has minimal impact on sales success.

Which of the following is true of eye contact during a sales call?

In which communication setting is voice quality particularly important?

Which of the following is considered an element of nonverbal communication?

Which of the following is a rule of etiquette appropriate for salespeople?

The steps of self-improvement include setting goals,engaging in visualization,using positive self-talk,and rewarding your progress.

________ are a form of communication defined as"messages without words"or"silent messages."

A full,deep grip in a handshake most likely communicates:

According to the text,emotional intelligence can most likely be increased by using:

Research indicates that when two people communicate,nonverbal messages convey:

The role of a salesperson should move from supporting to selling in a partnership relationship.

A good way to build a relationship with a customer is to mention:

List and describe the steps of the CARE model of relationship-building.

During an interview for a part-time sales position with Compu-Tex,a firm that sells software subscriptions,Roni is asked to discuss a time that she partnered with another person or group to achieve the other party's goal. Which example should Roni most likely describe?

________ is the bundle of facts,opinions,beliefs,and perceptions about yourself that are present in your life every moment of every day.

Nonverbal messages can reinforce or contradict the spoken word.

What is the best rule for salespeople to follow when choosing a wardrobe?

A(n)________ is usually the only physical contact one makes during a sales call.

Relationship Selling Opportunities in the Information Economy

Evolution of Selling Models That Compliment the Marketing Concept

Ethics: The Foundation for Partnering Relationships That Create Value

Communication Styles: A Key to Adaptive Selling Today

Creating Product Solutions

Product-Selling Strategies That Add Value

The Buying Process and Buyer Behavior

Developing and Qualifying Prospects and Accounts

Approaching the Customer with Adaptive Selling

Determining Customer Needs With a Consultative Questioning Strategy

Creating Value with the Consultative Presentation

Negotiating Buyer Concerns

Adapting the Close and Confirming the Partnership

Servicing the Sale and Building the Partnership

Opportunity Management: The Key to Greater Sales Productivity

Management of the Sales Force

Filters