Question 1

Which of the following is most likely a strategy for self-improvement?

Accepted Answer

A)  comparing your performance to others 
B)  setting specific goals for yourself 
C)  focusing on your obstacles 
D)  clarifying your mistakes 
E)  demanding help from others 
A)  comparing your performance to others 
B)  setting specific goals for yourself 
C)  focusing on your obstacles 
D)  clarifying your mistakes 
E)  demanding help from others

Question 2

Research indicates that when two people communicate,verbal messages convey much more impact than nonverbal messages.

Accepted Answer

A) True 
 B)False

Question 3

Win-win selling means that a salesperson sacrifices price to gain the sale.

Accepted Answer

A) True 
 B)False

Question 4

Customers almost never buy products from someone they dislike.

Accepted Answer

A) True 
 B)False

Question 5

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.
-During an interview for 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 6

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.
-Joelle most likely advises sales representatives to:

Accepted Answer

A)  speak more quickly during sales presentations to encourage fast sales 
B)  maintain the same speech rate during all conversations with customers 
C)  correct grammar problems to ensure that communication is clear and precise 
D)  use technical terms and youthful phrases to convey an energetic personality 
E)  employ the local accent, even if they are not from that area, to bond with local buyers 
A)  speak more quickly during sales presentations to encourage fast sales 
B)  maintain the same speech rate during all conversations with customers 
C)  correct grammar problems to ensure that communication is clear and precise 
D)  use technical terms and youthful phrases to convey an energetic personality 
E)  employ the local accent, even if they are not from that area, to bond with local buyers

Question 7

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 8

________ 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 9

Salespeople who have the ability to imagine themselves in someone else's position and understand what that person is feeling are known as ________.

Accepted Answer

The answer of Salespeople who have the ability to imagine...

Question 10

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.
-Joelle works with sales reps on visualization,or guided imagery,and positive self-talk.What step is necessary first to be able to use these techniques effectively?

Accepted Answer

A)  setting personal goals 
B)  creating a mental picture 
C)  rewarding progress 
D)  using affirmations 
E)  controlling mannerisms 
A)  setting personal goals 
B)  creating a mental picture 
C)  rewarding progress 
D)  using affirmations 
E)  controlling mannerisms

Question 11

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 12

Describe and discuss the four steps in the self-improvement plan.

Accepted Answer

1.Step one: Set goals - the goal setting

Question 13

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

Accepted Answer

A)  relationship modeling 
B)  customer-oriented sales 
C)  value-added selling 
D)  transactional selling 
E)  managing relationships 
A)  relationship modeling 
B)  customer-oriented sales 
C)  value-added selling 
D)  transactional selling 
E)  managing relationships

Question 14

Which of the following is the best topic a salesperson can use to break the ice when talking with a prospect?

Accepted Answer

A)  local sports teams 
B)  product features 
C)  shared interests 
D)  current politics 
E)  religion 
A)  local sports teams 
B)  product features 
C)  shared interests 
D)  current politics 
E)  religion

Question 15

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 16

Nonverbal messages can reinforce or contradict the spoken word.

Accepted Answer

A) True 
 B)False

Question 17

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.
-Which of the following is the best use of a CRM system for an AdVance salesperson in terms of relationship strategy?

Accepted Answer

A)  remembering customers' birthdays to send them cards to maintain a personal connection and request referrals 
B)  sending regular emails to customers to check on the performance of a previously purchased AdVance fertilizer 
C)  sending emails reminding prospects that AdVance can mix custom fertilizer formulations 
D)  tracking the salesperson's activities and sales on a weekly and monthly basis 
E)  determining what information is still needed to complete the customer's file 
A)  remembering customers' birthdays to send them cards to maintain a personal connection and request referrals 
B)  sending regular emails to customers to check on the performance of a previously purchased AdVance fertilizer 
C)  sending emails reminding prospects that AdVance can mix custom fertilizer formulations 
D)  tracking the salesperson's activities and sales on a weekly and monthly basis 
E)  determining what information is still needed to complete the customer's file

Question 18

In which communication setting is voice quality particularly important?

Accepted Answer

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

Question 19

Research in the field of communications most likely reveals that:

Accepted Answer

A)  verbal messages carry more influence than nonverbal gestures 
B)  nonverbal behaviors seldom reinforce verbal messages 
C)  the meaning attached to words depends little on visual data 
D)  nonverbal behaviors rarely contradict verbal messages 
E)  words play a small role in the communications process 
A)  verbal messages carry more influence than nonverbal gestures 
B)  nonverbal behaviors seldom reinforce verbal messages 
C)  the meaning attached to words depends little on visual data 
D)  nonverbal behaviors rarely contradict verbal messages 
E)  words play a small role in the communications process

Question 20

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

Which of the following is most likely a strategy for self-improvement?

Research indicates that when two people communicate,verbal messages convey much more impact than nonverbal messages.

Win-win selling means that a salesperson sacrifices price to gain the sale.

Customers almost never buy products from someone they dislike.

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

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

Salespeople who have the ability to imagine themselves in someone else's position and understand what that person is feeling are known as ________.

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

Describe and discuss the four steps in the self-improvement plan.

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

Which of the following is the best topic a salesperson can use to break the ice when talking with a prospect?

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

Nonverbal messages can reinforce or contradict the spoken word.

In which communication setting is voice quality particularly important?

Research in the field of communications most likely reveals that:

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

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

Which of the following is most likely a strategy for self-improvement?

Research indicates that when two people communicate,verbal messages convey much more impact than nonverbal messages.

Win-win selling means that a salesperson sacrifices price to gain the sale.

Customers almost never buy products from someone they dislike.

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

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

Salespeople who have the ability to imagine themselves in someone else's position and understand what that person is feeling are known as ________.

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

Describe and discuss the four steps in the self-improvement plan.

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

Which of the following is the best topic a salesperson can use to break the ice when talking with a prospect?

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

Nonverbal messages can reinforce or contradict the spoken word.

In which communication setting is voice quality particularly important?

Research in the field of communications most likely reveals that:

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

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