Question 1

Ego drive is an inner force that propels a salesperson to attempt to close a sale.

Accepted Answer

A) True 
 B)False  True

Question 2

All of the following are components of the CARE model for building relationships with customers EXCEPT:

Accepted Answer

A)  convincing 
B)  executing 
C)  responding 
D)  appreciating 
E)  customizing 
A)  convincing 
B)  executing 
C)  responding 
D)  appreciating 
E)  customizing A

Question 3

Although developing relationships with customers frequently leads to repeat business,such partnering rarely triggers referrals.

Accepted Answer

A) True 
 B)False  False

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.
-In Roni's new sales job with Compu-Tex,she talks with a prospect who is strongly interested in the product,but does not have the budget to purchase a full-year subscription.When Roni reports this to her manager,her manager says,"Turn it into a win-win!" The sales manager most likely wants Roni to:

Accepted Answer

A)  sell the product to the customer at wholesale cost. 
B)  work with the customer to sell a length of subscription the customer can afford. 
C)  work with the research and finance departments to find a way to reduce overall costs. 
D)  ask the prospect for a referral so that the time spent with this prospect won't be a loss. 
E)  express appreciation to the prospect for considering the proposal and then find a new lead. 
A)  sell the product to the customer at wholesale cost. 
B)  work with the customer to sell a length of subscription the customer can afford. 
C)  work with the research and finance departments to find a way to reduce overall costs. 
D)  ask the prospect for a referral so that the time spent with this prospect won't be a loss. 
E)  express appreciation to the prospect for considering the proposal and then find a new lead.

Question 5

Which of the following is most important when selecting a wardrobe for sales work?

Accepted Answer

A)  fabric content 
B)  appropriateness 
C)  current fashion 
D)  comfort 
E)  cost 
A)  fabric content 
B)  appropriateness 
C)  current fashion 
D)  comfort 
E)  cost

Question 6

Which facial expression tends to inspire the most trust?

Accepted Answer

A)  a contemplative look 
B)  a smile 
C)  a frown 
D)  a look of concern 
E)  a look of skepticism 
A)  a contemplative look 
B)  a smile 
C)  a frown 
D)  a look of concern 
E)  a look of skepticism

Question 7

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

Accepted Answer

A)  secondary decision makers 
B)  company support staff 
C)  management personnel 
D)  publicity specialists 
E)  customers 
A)  secondary decision makers 
B)  company support staff 
C)  management personnel 
D)  publicity specialists 
E)  customers

Question 8

Maintaining a positive relationship with company support staff is a key element of building partnership relationships.

Accepted Answer

A) True 
 B)False

Question 9

The win-win strategy can best be summed up by which of the following statements?

Accepted Answer

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. 
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.

Question 10

Salespeople today are most likely encouraged by employers to:

Accepted Answer

A)  push products on customers for quick, short-term sales 
B)  build careers that will translate across many industries 
C)  maximize their time by automating most functions 
D)  build long-term partnerships with customers 
E)  focus more heavily on the product life cycle 
A)  push products on customers for quick, short-term sales 
B)  build careers that will translate across many industries 
C)  maximize their time by automating most functions 
D)  build long-term partnerships with customers 
E)  focus more heavily on the product life cycle

Question 11

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

Accepted Answer

A) True 
 B)False

Question 12

________ 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 13

Joelle Williams is a personal coach who works primarily with sales representatives at the Colotel Corporation, a company that manufactures and sells copiers and peripherals. Joelle works on manners, nonverbal cues, and personal goal setting with the Colotel sales reps. Colotel prides itself on hiring locally and using regional ties to advance relationships with customers.
-One of Joelle's challenges when coaching salespeople in listening skills is overcoming the misperception that salespeople need to be better at talking than at listening so that they can persuade customers to buy.Which of the following statements best identifies the benefits of listening?

Accepted Answer

A)  Customers reject salespeople who do not display signs of active listening, like nodding the head and making encouraging sounds. 
B)  Customers are dubious of the signs of active listening, but are put off even more by a salesperson who does nothing but talk. 
C)  Salespeople should develop listening skills as part of an overall plan of personal development, and use visualization to help solidify their listening skills. 
D)  Salespeople who are good listeners develop better rapport with customers so they can more easily persuade them to buy. 
E)  Salespeople who are good listeners understand customer needs better to present a product configuration that solves customer problems. 
A)  Customers reject salespeople who do not display signs of active listening, like nodding the head and making encouraging sounds. 
B)  Customers are dubious of the signs of active listening, but are put off even more by a salesperson who does nothing but talk. 
C)  Salespeople should develop listening skills as part of an overall plan of personal development, and use visualization to help solidify their listening skills. 
D)  Salespeople who are good listeners develop better rapport with customers so they can more easily persuade them to buy. 
E)  Salespeople who are good listeners understand customer needs better to present a product configuration that solves customer problems.

Question 14

AdVance Corporation is a company that formulates and manufactures fertilizers for the farming industry. The company produces several standardized formulas that can be purchased directly through the retail arms of the company, but it also formulates custom fertilizers for farms.
-The structure of AdVance's business model-formulating custom fertilizers for customers-relies on which of the following sales models?

Accepted Answer

A)  partnering 
B)  persuading 
C)  cobranding 
D)  body language 
E)  transactional selling 
A)  partnering 
B)  persuading 
C)  cobranding 
D)  body language 
E)  transactional selling

Question 15

Which of the following is a good way to remember a customer's name?

Accepted Answer

A)  introduce yourself in return 
B)  repeat the name immediately 
C)  ask the customer about his or her favorite hobbies 
D)  ask if the person enjoys his or her job 
E)  relate the name to another customer's name 
A)  introduce yourself in return 
B)  repeat the name immediately 
C)  ask the customer about his or her favorite hobbies 
D)  ask if the person enjoys his or her job 
E)  relate the name to another customer's name

Question 16

The bundle of facts,opinions,beliefs,and perceptions that you have about yourself are referred to as which of the following?

Accepted Answer

A)  self-concept 
B)  self-love 
C)  self-esteem 
D)  self-reflection 
E)  self-examination 
A)  self-concept 
B)  self-love 
C)  self-esteem 
D)  self-reflection 
E)  self-examination

Question 17

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...

Question 18

According to Larry Wilson,there are three keys to a partnering relationship.To establish a partnership with a customer,he suggests:

Accepted Answer

A)  making sure everybody understands the purpose of the partnership 
B)  being sure the relationship is primarily social rather than professional 
C)  shifting the relationship from consulting to selling as quickly as possible 
D)  convincing clients of the need for the product by using many nonverbal cues 
E)  using closing methods that emphasize a rapid sale and future client referrals 
A)  making sure everybody understands the purpose of the partnership 
B)  being sure the relationship is primarily social rather than professional 
C)  shifting the relationship from consulting to selling as quickly as possible 
D)  convincing clients of the need for the product by using many nonverbal cues 
E)  using closing methods that emphasize a rapid sale and future client referrals

Question 19

An empathizer is someone who understands the ways humans interact.

Accepted Answer

A) True 
 B)False

Question 20

Which of the following is the best way of speaking to customers?

Accepted Answer

A)  very quickly 
B)  very slowly 
C)  with energy 
D)  with little feeling 
E)  with a strong accent 
A)  very quickly 
B)  very slowly 
C)  with energy 
D)  with little feeling 
E)  with a strong accent

Ego drive is an inner force that propels a salesperson to attempt to close a sale.

All of the following are components of the CARE model for building relationships with customers EXCEPT:

Although developing relationships with customers frequently leads to repeat business,such partnering rarely triggers referrals.

Which of the following is most important when selecting a wardrobe for sales work?

Which facial expression tends to inspire the most trust?

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

Maintaining a positive relationship with company support staff is a key element of building partnership relationships.

The win-win strategy can best be summed up by which of the following statements?

Salespeople today are most likely encouraged by employers to:

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

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

Which of the following is a good way to remember a customer's name?

The bundle of facts,opinions,beliefs,and perceptions that you have about yourself are referred to as which of the following?

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

According to Larry Wilson,there are three keys to a partnering relationship.To establish a partnership with a customer,he suggests:

An empathizer is someone who understands the ways humans interact.

Which of the following is the best way of speaking to customers?

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

Ego drive is an inner force that propels a salesperson to attempt to close a sale.

All of the following are components of the CARE model for building relationships with customers EXCEPT:

Although developing relationships with customers frequently leads to repeat business,such partnering rarely triggers referrals.

Which of the following is most important when selecting a wardrobe for sales work?

Which facial expression tends to inspire the most trust?

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

Maintaining a positive relationship with company support staff is a key element of building partnership relationships.

The win-win strategy can best be summed up by which of the following statements?

Salespeople today are most likely encouraged by employers to:

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

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

Which of the following is a good way to remember a customer's name?

The bundle of facts,opinions,beliefs,and perceptions that you have about yourself are referred to as which of the following?

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

According to Larry Wilson,there are three keys to a partnering relationship.To establish a partnership with a customer,he suggests:

An empathizer is someone who understands the ways humans interact.

Which of the following is the best way of speaking to customers?

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