Question 1

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

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

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.

Question 4

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

Question 5

Which of the following would be considered a secondary decision maker?

Accepted Answer

A) a credit department staffer employed by the same company as the salesperson 
B) the administrative assistant who works for the CEO of an established customer 
C) a shipping department worker employed by the same company as the salesperson 
D) the secretary who provides support services for the sales staff 
E) the accounts payable clerk who works for the vendor

Question 6

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

Question 7

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

Question 8

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

Accepted Answer

A) True 
 B)False

Question 9

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

Question 10

Because self-improvement is self-initiated:

Accepted Answer

A) it is easy for employers to monitor and reward self-improvement efforts 
B) we each control our own efforts at self-improvement 
C) it must be undertaken primarily outside the work day 
D) it can't succeed until we understand ourselves 
E) there is no process that works for most people

Question 11

In order to improve performance,salespeople should focus on what they did wrong during previous sales calls to avoid making the same mistakes again.

Accepted Answer

A) True 
 B)False

Question 12

________ is the series of personal conversations you have with yourself almost continually throughout the day.

Accepted Answer

The answer of ________ is the series of personal conversations...

Question 13

________ can be defined as a strategically developed,high quality,long-term relationship that focuses on solving the customer's buying problem.

Accepted Answer

The answer of ________ can be defined as a strategically...

Question 14

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

Question 15

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

Exam 4: Creating Value with a Relationship Strategy

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

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

Which of the following would be considered a secondary decision maker?

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

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

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

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

Because self-improvement is self-initiated:

In order to improve performance,salespeople should focus on what they did wrong during previous sales calls to avoid making the same mistakes again.

________ is the series of personal conversations you have with yourself almost continually throughout the day.

________ can be defined as a strategically developed,high quality,long-term relationship that focuses on solving the customer's buying problem.

Which facial expression tends to inspire the most trust?

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