Question 1

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  True

Question 2

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 B

Question 3

Customers almost never buy products from someone they dislike.

Accepted Answer

A) True 
 B)False  True

Question 4

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

Accepted Answer

A) True 
 B)False

Question 5

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 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

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

Question 8

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.
-John Collins has been a sales rep for AdVance for 18 years.When he began his career with AdVance he followed the money and sold to any customer he could convince to buy.In the last 5 years,however,he has been focusing on acting with integrity in every selling situation.As a result,he has discovered that his immediate close rate on sales has gone down,but that he has developed a highly profitable group of long-term customers.What principle does this most likely demonstrate?

Accepted Answer

A) Transactional sales are built on lower prices. 
B) Acting with integrity can be counterproductive to a salesperson. 
C) No amount of professional success is worth sacrificing integrity. 
D) A sales rep can have a long career even with low sales and few referrals. 
E) Honesty and sincerity build long-term partnering relationships with customers. 
A) Transactional sales are built on lower prices. 
B) Acting with integrity can be counterproductive to a salesperson. 
C) No amount of professional success is worth sacrificing integrity. 
D) A sales rep can have a long career even with low sales and few referrals. 
E) Honesty and sincerity build long-term partnering relationships with customers.

Question 9

An empathizer is someone who understands the ways humans interact.

Accepted Answer

A) True 
 B)False

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

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 12

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

Accepted Answer

1.Step one: Set goals - the goal setting

Question 13

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 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.
-A sales rep from AdVance spends several months with the buyer for a company that owns a dozen farms understanding the buyer's needs,and puts together a proposal for several fertilizers produced for the company's specific needs.When the sale is about to close,the buyer decides to purchase a cheaper,pre-made,standardized formula from another supplier.What is the most likely explanation of the outcome of the interaction?

Accepted Answer

A) The salesperson saw the sale as a partnering relationship while the buyer saw it as a transactional sale. 
B) The salesperson saw the sale as a transactional relationship while the buyer saw it as a partnering sale. 
C) The salesperson and buyer did not get along personally,so the buyer did not buy from the salesperson on principle. 
D) The salesperson did not understand the buyer's needs and proposed fertilizer formulas that weren't exactly right for the buyer. 
E) The buyer never intended to purchase from AdVance. 
A) The salesperson saw the sale as a partnering relationship while the buyer saw it as a transactional sale. 
B) The salesperson saw the sale as a transactional relationship while the buyer saw it as a partnering sale. 
C) The salesperson and buyer did not get along personally,so the buyer did not buy from the salesperson on principle. 
D) The salesperson did not understand the buyer's needs and proposed fertilizer formulas that weren't exactly right for the buyer. 
E) The buyer never intended to purchase from AdVance.

Question 15

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 is carrying a full course load this semester,belongs to the Student Investment Club,is studying Mandarin Chinese,runs with the track team,and volunteers with an art therapy program to help homeless children process their emotions.Which of those activities will be of most help to her in a career in selling?

Accepted Answer

A) Studying is most important because she will know all the rules of selling correctly. 
B) Investing is most important because she will understand how money works and will make good sales decisions. 
C) Speaking Chinese is most important so that she can sell to international customers. 
D) Staying physically fit is most important because a healthy appearance will attract customers to her. 
E) Volunteering is most important because it will develop her sense of empathy and her relationships skills to understand customers and their needs. 
A) Studying is most important because she will know all the rules of selling correctly. 
B) Investing is most important because she will understand how money works and will make good sales decisions. 
C) Speaking Chinese is most important so that she can sell to international customers. 
D) Staying physically fit is most important because a healthy appearance will attract customers to her. 
E) Volunteering is most important because it will develop her sense of empathy and her relationships skills to understand customers and their needs.

Question 16

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

Question 17

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 18

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 19

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.
-AdVance focuses on traditional,chemical-rich fertilizers that deliver maximum yield for customers.With which of the following customers would AdVance be a good partner?

Accepted Answer

A) an organic heirloom grain farm 
B) a farm that grows the grain it feeds to the chickens it sells as "humanely raised,Earth-friendly" 
C) a farm that sells grain crops for export to the chemical processing industry that relies on volume 
D) a farm that acts as a learning lab for students in local elementary schools 
E) a hobby farm owned by residents of a nearby city 
A) an organic heirloom grain farm 
B) a farm that grows the grain it feeds to the chickens it sells as "humanely raised,Earth-friendly" 
C) a farm that sells grain crops for export to the chemical processing industry that relies on volume 
D) a farm that acts as a learning lab for students in local elementary schools 
E) a hobby farm owned by residents of a nearby city

Question 20

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

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

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

Customers almost never buy products from someone they dislike.

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

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

Which facial expression tends to inspire the most trust?

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

An empathizer is someone who understands the ways humans interact.

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

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

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

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

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

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

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

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

Customers almost never buy products from someone they dislike.

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

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

Which facial expression tends to inspire the most trust?

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

An empathizer is someone who understands the ways humans interact.

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

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

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

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

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

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