Question 1

Mia is meeting a potential customer to give a sales presentation and is concerned about what to wear. Which of the following would most likely enable Mia to convey a professional image?

Accepted Answer

A) brightly colored dress 
B) loose fitting shirt 
C) layers of jewelry 
D) scuffed shoes 
E) tailored skirt

Question 2

Most image consultants agree that male salespeople should always wear suits to make the best impression on customers even when customers are dressed casually.

Accepted Answer

A) True 
 B)False

Question 3

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 discovers that she and a prospect belonged to the same sorority at different colleges in different decades. Should Roni mention this to the prospect?

Accepted Answer

A) No. Roni should not attempt to use this commonality to gain an unfair advantage in selling. 
B) No. The prospect will unlikely be interested in any commonalities she shares with Roni. 
C) Yes. Roni should ask the prospect detailed questions about what sorority life was like 10 years earlier in an attempt to understand the older generation. 
D) Yes. Roni should mention the commonality as a way to establish initial rapport with the prospect. 
E) Yes. Roni should use the commonality to become friends with the prospect and see each other socially so the prospect will definitely buy from Roni.

Question 4

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

Question 5

Salespeople today are most likely encouraged by employers to:

Accepted Answer

A) give discounts to 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 6

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

Question 7

Transactional selling is a strategically developed,long-term relationship that focuses on solving the customer's buying problems.

Accepted Answer

A) True 
 B)False

Question 8

Joelle works with sales reps on projecting correct body language to set prospects at ease and convey a sense of honesty and trust. Learning to decipher body language can be more difficult because it requires:

Accepted Answer

A) paying attention to signals the prospect projects while still interacting with the prospect 
B) intimate knowledge of the prospect's personality 
C) more knowledge of personal psychology than most salespeople have 
D) several meetings with the prospect to determine the prospect's baseline body language 
E) luck,as deciphering body language is not a skill that can be learned

Question 9

Improving your self-image can be achieved with three practical approaches. List and describe each approach.

Accepted Answer

The answer of Improving your self-image can be achieved with...

Question 10

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 e-mails to customers to check on the performance of a previously purchased AdVance fertilizer 
C) sending e-mails 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 11

How would a CRM system most likely enable a salesperson to facilitate relationship building with numerous customers?

Accepted Answer

A) projecting a professional image on social media sites 
B) using letter templates to convey information 
C) developing leads for potential new sales 
D) integrating numerous accounting tasks 
E) adding value to mature products

Question 12

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

Accepted Answer

The answer of Describe and discuss the four steps in...

Question 13

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

Question 14

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

Question 15

According to the text,which type of selling situation relies most heavily on building a relationship with the customer?

Accepted Answer

A) transactional 
B) straight re-buy 
C) strategic alliance 
D) consultative 
E) outbound telemarketing

Question 16

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

Accepted Answer

A) True 
 B)False

Question 17

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 18

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

Accepted Answer

A) True 
 B)False

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 communication process

Question 20

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

Exam 4: Creating Value with a Relationship Strategy

Mia is meeting a potential customer to give a sales presentation and is concerned about what to wear. Which of the following would most likely enable Mia to convey a professional image?

Most image consultants agree that male salespeople should always wear suits to make the best impression on customers even when customers are dressed casually.

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

Salespeople today are most likely encouraged by employers to:

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?

Transactional selling is a strategically developed,long-term relationship that focuses on solving the customer's buying problems.

Joelle works with sales reps on projecting correct body language to set prospects at ease and convey a sense of honesty and trust. Learning to decipher body language can be more difficult because it requires:

Improving your self-image can be achieved with three practical approaches. List and describe each approach.

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

How would a CRM system most likely enable a salesperson to facilitate relationship building with numerous customers?

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?

According to the text,which type of selling situation relies most heavily on building a relationship with the customer?

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

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

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

Research in the field of communications most likely reveals that:

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