Question 1

Salespeople rarely get promoted into management positions because their training makes them too valuable where they are.

Accepted Answer

A) True 
 B)False  False

Question 2

What role is being played by a salesperson who arranges the use of the sales organization's resources in an effort to satisfy the customer?

Accepted Answer

A)  strategic orchestrator 
B)  business consultant 
C)  long-term ally 
D)  inside sales adviser 
A)  strategic orchestrator 
B)  business consultant 
C)  long-term ally 
D)  inside sales adviser A

Question 3

How is the selling process usually described?

Accepted Answer

A)  as a series of 10 steps 
B)  as a series of cumulative steps 
C)  as a series of interrelated steps 
D)  as a series of separate but equal steps 
A)  as a series of 10 steps 
B)  as a series of cumulative steps 
C)  as a series of interrelated steps 
D)  as a series of separate but equal steps C

Question 4

Common selling approaches for trust-based relationship selling include need satisfaction, problem-solving, and consultative approaches.

Accepted Answer

A) True 
 B)False

Question 5

According to the textbook, given the increasing importance of building trust with customers and an emphasis on establishing and maintaining long-term relationships, what do today's buyers expect from salespeople?

Accepted Answer

A)  Buyers expect salespeople to be self-serving but empathetic. 
B)  Buyers expect salespeople to pursue corporate objectives while balancing conflicting demands. 
C)  Buyers expect salespeople to focus on creating value in the short term. 
D)  Buyers expect salespeople to contribute to the success of the buyer's firm. 
A)  Buyers expect salespeople to be self-serving but empathetic. 
B)  Buyers expect salespeople to pursue corporate objectives while balancing conflicting demands. 
C)  Buyers expect salespeople to focus on creating value in the short term. 
D)  Buyers expect salespeople to contribute to the success of the buyer's firm.

Question 6

What is the primary difference between the problem-solving selling approach and need satisfaction selling?

Accepted Answer

A)  The problem-solving selling approach requires more time for generating alternative solutions to the problem identified. 
B)  The problem-solving selling approach requires more emphasis on the competitive advantages of the selling firm to establish credibility with prospective buyers. 
C)  The problem-solving selling approach requires more time for considering the full impact of the problem identified and how the proposed solution delivers significant customer value. 
D)  The problem-solving selling approach requires less time overall because the buyer's needs are already known. 
A)  The problem-solving selling approach requires more time for generating alternative solutions to the problem identified. 
B)  The problem-solving selling approach requires more emphasis on the competitive advantages of the selling firm to establish credibility with prospective buyers. 
C)  The problem-solving selling approach requires more time for considering the full impact of the problem identified and how the proposed solution delivers significant customer value. 
D)  The problem-solving selling approach requires less time overall because the buyer's needs are already known.

Question 7

Jennifer follows the trust-based relationship selling strategy when dealing with her customers. Which of the following best describes her role in how her customers make buying decisions?

Accepted Answer

A)  She is largely isolated from the customer's buying decision process. 
B)  She is actively involved in the customer's buying decision process. 
C)  She acts as a resource person only when needed. 
D)  Her role will vary depending on the amount of sales dialogue needed. 
A)  She is largely isolated from the customer's buying decision process. 
B)  She is actively involved in the customer's buying decision process. 
C)  She acts as a resource person only when needed. 
D)  Her role will vary depending on the amount of sales dialogue needed.

Question 8

Careful listening is required when using the mental states selling approach to determine which stage the buyer is in at a given point in time.

Accepted Answer

A) True 
 B)False

Question 9

Janice is a sales representative for a firm that develops and manufactures leading-edge products in the electronics industry. As a result, she spends a great deal of time showing prospective customers how her company's new products will better meet their needs. In this regard, how is she contributing to economic growth?

Accepted Answer

A)  by lowering her customers' costs of production 
B)  by furthering the diffusion of innovation 
C)  by stabilizing economic recovery cycles 
D)  by improving the efficiency of marketing communication efforts 
A)  by lowering her customers' costs of production 
B)  by furthering the diffusion of innovation 
C)  by stabilizing economic recovery cycles 
D)  by improving the efficiency of marketing communication efforts

Question 10

Which promotional tool of marketing relies heavily on interpersonal communication and interaction between buyers and sellers?

Accepted Answer

A)  advertising 
B)  sales promotion 
C)  direct marketing 
D)  personal selling 
A)  advertising 
B)  sales promotion 
C)  direct marketing 
D)  personal selling

Question 11

Which factor makes it difficult for sales to be considered a true profession?

Accepted Answer

A)  The sales industry lacks a uniform ethical code. 
B)  The uniform certification program in place is not strong enough. 
C)  The amount of decision-making autonomy in sales positions varies greatly. 
D)  The entrance requirements for most sales positions demand very little education. 
A)  The sales industry lacks a uniform ethical code. 
B)  The uniform certification program in place is not strong enough. 
C)  The amount of decision-making autonomy in sales positions varies greatly. 
D)  The entrance requirements for most sales positions demand very little education.

Question 12

In the continued evolution of personal selling, what is the best response to the challenge of improving sales productivity?

Accepted Answer

A)  increased use of technology 
B)  more focus on creating and delivering customer value 
C)  more emphasis on sales dialogues rather than on sales pitches 
D)  more emphasis on customer-oriented sales training 
A)  increased use of technology 
B)  more focus on creating and delivering customer value 
C)  more emphasis on sales dialogues rather than on sales pitches 
D)  more emphasis on customer-oriented sales training

Question 13

The textbook suggests that in addition to having certain attributes to inspire trust with customers, being successful requires salespeople to do more. What more must they do?

Accepted Answer

A)  adapt the selling strategy to fit the situation 
B)  separate true suspects from prospects 
C)  use knowledge of mental states to advantage 
D)  apply the right kind of pressure tactics to secure an order 
A)  adapt the selling strategy to fit the situation 
B)  separate true suspects from prospects 
C)  use knowledge of mental states to advantage 
D)  apply the right kind of pressure tactics to secure an order

Question 14

With respect to the knowledge required by the salesperson, what is the main difference between transaction-focused traditional selling and trust-based relationship selling?

Accepted Answer

A)  Transaction-focused selling requires a broader range of knowledge on the part of the salesperson. 
B)  A salesperson using trust-based relationship selling needs to know less about the customer's business and industry than one using transaction-focused traditional selling. 
C)  Trust-based relationship selling requires less knowledge on the part of the salesperson due to the high levels of trust involved. 
D)  A salesperson using trust-based relationship selling needs to know more about the customer's business and industry than one using transaction-focused traditional selling. 
A)  Transaction-focused selling requires a broader range of knowledge on the part of the salesperson. 
B)  A salesperson using trust-based relationship selling needs to know less about the customer's business and industry than one using transaction-focused traditional selling. 
C)  Trust-based relationship selling requires less knowledge on the part of the salesperson due to the high levels of trust involved. 
D)  A salesperson using trust-based relationship selling needs to know more about the customer's business and industry than one using transaction-focused traditional selling.

Question 15

The mental states, or formula, approach to personal selling assumes that buyers must be led through four mental states. In what order do these mental states typically occur?

Accepted Answer

A)  motive, intent, commitment, action (MIC
A)  
B)  attention, desire, interest, purchase (ADIP) 
C)  curiosity, interest, conviction, purchase (CICP) 
D)  attention, interest, desire, action (AID
A)  
A)  motive, intent, commitment, action (MIC
A)  
B)  attention, desire, interest, purchase (ADIP) 
C)  curiosity, interest, conviction, purchase (CICP) 
D)  attention, interest, desire, action (AID
A)

Question 16

Why do salespeople tend to have good opportunities for career advancement?

Accepted Answer

A)  Many key factors for success in sales are skills that transfer to management positions. 
B)  As revenue generators, salespeople tend to stay longer with employers. 
C)  The lack of job security in sales motivates salespeople to work harder. 
D)  Salespeople tend to get bored with established routines, which motivates them to look for something more exciting. 
A)  Many key factors for success in sales are skills that transfer to management positions. 
B)  As revenue generators, salespeople tend to stay longer with employers. 
C)  The lack of job security in sales motivates salespeople to work harder. 
D)  Salespeople tend to get bored with established routines, which motivates them to look for something more exciting.

Question 17

What do need satisfaction, problem-solving, and consultative selling approaches have in common that mental states and stimulus-responses approaches do not?

Accepted Answer

A)  adaptive selling 
B)  value orientation 
C)  continued affirmation 
D)  balanced empathy 
A)  adaptive selling 
B)  value orientation 
C)  continued affirmation 
D)  balanced empathy

Question 18

To maintain focus, salespeople should be concerned only with generating sales revenue.

Accepted Answer

A) True 
 B)False

Question 19

Which personal selling approach involves helping customers to reach their strategic goals by using the products, services, and expertise of the sales organization?

Accepted Answer

A)  need satisfaction selling 
B)  consultative selling 
C)  an alternative-solutions approach 
D)  stimulus-response selling 
A)  need satisfaction selling 
B)  consultative selling 
C)  an alternative-solutions approach 
D)  stimulus-response selling

Question 20

Similar to stimulus-response selling, the mental states approach relies on unstructured sales presentations that must be adapted to each individual selling situation.

Accepted Answer

A) True 
 B)False

Salespeople rarely get promoted into management positions because their training makes them too valuable where they are.

What role is being played by a salesperson who arranges the use of the sales organization's resources in an effort to satisfy the customer?

How is the selling process usually described?

Common selling approaches for trust-based relationship selling include need satisfaction, problem-solving, and consultative approaches.

According to the textbook, given the increasing importance of building trust with customers and an emphasis on establishing and maintaining long-term relationships, what do today's buyers expect from salespeople?

What is the primary difference between the problem-solving selling approach and need satisfaction selling?

Jennifer follows the trust-based relationship selling strategy when dealing with her customers. Which of the following best describes her role in how her customers make buying decisions?

Careful listening is required when using the mental states selling approach to determine which stage the buyer is in at a given point in time.

Which promotional tool of marketing relies heavily on interpersonal communication and interaction between buyers and sellers?

Which factor makes it difficult for sales to be considered a true profession?

In the continued evolution of personal selling, what is the best response to the challenge of improving sales productivity?

The textbook suggests that in addition to having certain attributes to inspire trust with customers, being successful requires salespeople to do more. What more must they do?

With respect to the knowledge required by the salesperson, what is the main difference between transaction-focused traditional selling and trust-based relationship selling?

The mental states, or formula, approach to personal selling assumes that buyers must be led through four mental states. In what order do these mental states typically occur?

Why do salespeople tend to have good opportunities for career advancement?

What do need satisfaction, problem-solving, and consultative selling approaches have in common that mental states and stimulus-responses approaches do not?

To maintain focus, salespeople should be concerned only with generating sales revenue.

Which personal selling approach involves helping customers to reach their strategic goals by using the products, services, and expertise of the sales organization?

Similar to stimulus-response selling, the mental states approach relies on unstructured sales presentations that must be adapted to each individual selling situation.

Building Trust and Sales Ethics

Understanding Buyers

Communication Skills

Strategic Prospecting and Preparing for Sales Dialogue

Planning Sales Dialogues and Presentations

Sales Dialogue

Addressing Concerns and Earning Commitment

Expanding Customer Relationships

Adding Value

Sales Management and Sales 2.0

Filters

Exam 1: Overview of Personal Selling

Salespeople rarely get promoted into management positions because their training makes them too valuable where they are.

What role is being played by a salesperson who arranges the use of the sales organization's resources in an effort to satisfy the customer?

How is the selling process usually described?

Common selling approaches for trust-based relationship selling include need satisfaction, problem-solving, and consultative approaches.

According to the textbook, given the increasing importance of building trust with customers and an emphasis on establishing and maintaining long-term relationships, what do today's buyers expect from salespeople?

What is the primary difference between the problem-solving selling approach and need satisfaction selling?

Jennifer follows the trust-based relationship selling strategy when dealing with her customers. Which of the following best describes her role in how her customers make buying decisions?

Careful listening is required when using the mental states selling approach to determine which stage the buyer is in at a given point in time.

Which promotional tool of marketing relies heavily on interpersonal communication and interaction between buyers and sellers?

Which factor makes it difficult for sales to be considered a true profession?

In the continued evolution of personal selling, what is the best response to the challenge of improving sales productivity?

The textbook suggests that in addition to having certain attributes to inspire trust with customers, being successful requires salespeople to do more. What more must they do?

With respect to the knowledge required by the salesperson, what is the main difference between transaction-focused traditional selling and trust-based relationship selling?

The mental states, or formula, approach to personal selling assumes that buyers must be led through four mental states. In what order do these mental states typically occur?

Why do salespeople tend to have good opportunities for career advancement?

What do need satisfaction, problem-solving, and consultative selling approaches have in common that mental states and stimulus-responses approaches do not?

To maintain focus, salespeople should be concerned only with generating sales revenue.

Which personal selling approach involves helping customers to reach their strategic goals by using the products, services, and expertise of the sales organization?

Similar to stimulus-response selling, the mental states approach relies on unstructured sales presentations that must be adapted to each individual selling situation.

Building Trust and Sales Ethics

Understanding Buyers

Communication Skills

Strategic Prospecting and Preparing for Sales Dialogue

Planning Sales Dialogues and Presentations

Sales Dialogue

Addressing Concerns and Earning Commitment

Expanding Customer Relationships

Adding Value

Sales Management and Sales 2.0

Filters