Question 1

Demonstrating competence at your job is one method of reducing relationship anxiety with a buyer.

Accepted Answer

A) True 
 B)False

Question 2

The first step when handling buyer concerns is to list options and solutions.

Accepted Answer

A) True 
 B)False

Question 3

Once a salesperson gains entry to a prospect's office, the first thing he or she should do is:

Accepted Answer

A)  hand a business card to the prospect. 
B)  open with chit-chat. 
C)  introduce him or herself. 
D)  both a and c of the above. 
E)  all of the above 
A)  hand a business card to the prospect. 
B)  open with chit-chat. 
C)  introduce him or herself. 
D)  both a and c of the above. 
E)  all of the above

Question 4

The quality of service following a sale is rated by CEOs as one of the most important contributors to a firm's profit and growth

Accepted Answer

A) True 
 B)False

Question 5

Which of the following skills are used in the post-interaction phase of the selling process?

Accepted Answer

A)  relating to the client 
B)  dealing with dissatisfaction 
C)  advocating a solution 
D)  needs discovery 
E)  all of the above 
A)  relating to the client 
B)  dealing with dissatisfaction 
C)  advocating a solution 
D)  needs discovery 
E)  all of the above

Question 6

It is usually necessary to establish rapport prior to engaging in customer needs analysis.

Accepted Answer

A) True 
 B)False

Question 7

Compared to less successful salespeople, very successful salespeople are more likely to use referrals from present customers to identify prospects.

Accepted Answer

A) True 
 B)False

Question 8

When engaging in an enterprise type customer relationship, it is typical for 80% or more of the selling time to focus on needs discovery.

Accepted Answer

A) True 
 B)False

Question 9

"Recognition by one's boss" is an example of a task motive for making a purchase decision.

Accepted Answer

A) True 
 B)False

Question 10

Relating skills refer to both gaining an audience with the buyer and establishing rapport.

Accepted Answer

A) True 
 B)False

Question 11

The standardized type of sales presentation can be especially useful for new salespeople.

Accepted Answer

A) True 
 B)False

Question 12

According to Wilson Learning Corporation's process for addressing customer concerns, what is the first thing you should do after listening to a client's concern?

Accepted Answer

A)  clarify the real issue 
B)  problem solve 
C)  determine if the concern is real 
D)  present alternative solutions 
E)  none of the above 
A)  clarify the real issue 
B)  problem solve 
C)  determine if the concern is real 
D)  present alternative solutions 
E)  none of the above

Question 13

Telephoning for an appointment is an example of pre-call planning.

Accepted Answer

A) True 
 B)False

Question 14

The question "Who is your current waste disposal contractor?" is an example of a__________ question.

Accepted Answer

A)  feeling-finding 
B)  permission 
C)  open-ended 
D)  fact-finding 
E)  checking 
A)  feeling-finding 
B)  permission 
C)  open-ended 
D)  fact-finding 
E)  checking

Question 15

It is true that the first few minutes of your sales call are often the most important.

Accepted Answer

A) True 
 B)False

Question 16

When a sales force gives the same basic sales presentation to every prospect, this is probably an example of a ___________ selling model.

Accepted Answer

A)  needs-discovery 
B)  needs-satisfaction 
C)  standardized 
D)  stimulous-response 
E)  problem-solution 
A)  needs-discovery 
B)  needs-satisfaction 
C)  standardized 
D)  stimulous-response 
E)  problem-solution

Question 17

Before meeting with a prospect, which of the following may be an important source of information:

Accepted Answer

A)  the prospect's business facilities. 
B)  other salespeople. 
C)  current customers. 
D)  the internet 
E)  all of the above 
A)  the prospect's business facilities. 
B)  other salespeople. 
C)  current customers. 
D)  the internet 
E)  all of the above

Question 18

Successful salespeople expect to close a sales call only once.

Accepted Answer

A) True 
 B)False

Question 19

Research indicates that customers generally express at least 50% more buying concerns in successful sales calls, than in failed calls.

Accepted Answer

A) True 
 B)False

Question 20

EDS often must conduct a six month or longer indepth investigation of a company's information needs before presenting a proposal to address the customer's needs. EDS' sales force most likely utilizes which selling model?

Accepted Answer

A)  standardized selling model. 
B)  stimulus-response selling model. 
C)  need-satisfaction selling model. 
D)  problem-solution selling model. 
E)  both c and d above. 
A)  standardized selling model. 
B)  stimulus-response selling model. 
C)  need-satisfaction selling model. 
D)  problem-solution selling model. 
E)  both c and d above.

Demonstrating competence at your job is one method of reducing relationship anxiety with a buyer.

The first step when handling buyer concerns is to list options and solutions.

Once a salesperson gains entry to a prospect's office, the first thing he or she should do is:

The quality of service following a sale is rated by CEOs as one of the most important contributors to a firm's profit and growth

Which of the following skills are used in the post-interaction phase of the selling process?

It is usually necessary to establish rapport prior to engaging in customer needs analysis.

Compared to less successful salespeople, very successful salespeople are more likely to use referrals from present customers to identify prospects.

When engaging in an enterprise type customer relationship, it is typical for 80% or more of the selling time to focus on needs discovery.

"Recognition by one's boss" is an example of a task motive for making a purchase decision.

Relating skills refer to both gaining an audience with the buyer and establishing rapport.

The standardized type of sales presentation can be especially useful for new salespeople.

According to Wilson Learning Corporation's process for addressing customer concerns, what is the first thing you should do after listening to a client's concern?

Telephoning for an appointment is an example of pre-call planning.

The question "Who is your current waste disposal contractor?" is an example of a__________ question.

It is true that the first few minutes of your sales call are often the most important.

When a sales force gives the same basic sales presentation to every prospect, this is probably an example of a ___________ selling model.

Before meeting with a prospect, which of the following may be an important source of information:

Successful salespeople expect to close a sales call only once.

Research indicates that customers generally express at least 50% more buying concerns in successful sales calls, than in failed calls.

EDS often must conduct a six month or longer indepth investigation of a company's information needs before presenting a proposal to address the customer's needs. EDS' sales force most likely utilizes which selling model?

Introduction to Selling and Sales Management

Strategy and Sales Program Planning

Sales Opportunity Management

Account Relationship Management

Sales Force Organization

Recruiting and Selecting Personnel

Training

Leadership

Ethical Leadership

Motivating Salespeople

Compensating Salespeople

Evaluating Sales Force Performance

Estimating Potentials and Forecasting Sales

Territory Design

Sales Force Investment and Budgeting

Filters

Exam 5: Customer Interaction Management

Demonstrating competence at your job is one method of reducing relationship anxiety with a buyer.

The first step when handling buyer concerns is to list options and solutions.

Once a salesperson gains entry to a prospect's office, the first thing he or she should do is:

The quality of service following a sale is rated by CEOs as one of the most important contributors to a firm's profit and growth

Which of the following skills are used in the post-interaction phase of the selling process?

It is usually necessary to establish rapport prior to engaging in customer needs analysis.

Compared to less successful salespeople, very successful salespeople are more likely to use referrals from present customers to identify prospects.

When engaging in an enterprise type customer relationship, it is typical for 80% or more of the selling time to focus on needs discovery.

"Recognition by one's boss" is an example of a task motive for making a purchase decision.

Relating skills refer to both gaining an audience with the buyer and establishing rapport.

The standardized type of sales presentation can be especially useful for new salespeople.

According to Wilson Learning Corporation's process for addressing customer concerns, what is the first thing you should do after listening to a client's concern?

Telephoning for an appointment is an example of pre-call planning.

The question "Who is your current waste disposal contractor?" is an example of a__________ question.

It is true that the first few minutes of your sales call are often the most important.

When a sales force gives the same basic sales presentation to every prospect, this is probably an example of a ___________ selling model.

Before meeting with a prospect, which of the following may be an important source of information:

Successful salespeople expect to close a sales call only once.

Research indicates that customers generally express at least 50% more buying concerns in successful sales calls, than in failed calls.

EDS often must conduct a six month or longer indepth investigation of a company's information needs before presenting a proposal to address the customer's needs. EDS' sales force most likely utilizes which selling model?

Introduction to Selling and Sales Management

Strategy and Sales Program Planning

Sales Opportunity Management

Account Relationship Management

Sales Force Organization

Recruiting and Selecting Personnel

Training

Leadership

Ethical Leadership

Motivating Salespeople

Compensating Salespeople

Evaluating Sales Force Performance

Estimating Potentials and Forecasting Sales

Territory Design

Sales Force Investment and Budgeting

Filters