Deck 1: Overview of Personal Selling

Question 1

All of the following are types of personal selling jobs EXCEPT

A) order-getters.
B) order-takers.
C) missionary salespeople.
D) complementary salespeople.
E) merchandisers.

Answer 1

D

Question 2

Salespeople who focus on gaining new customers are sometimes referred to as

A) hunters.
B) farmers.
C) missionary salespeople.
D) detailers.
E) merchandisers.

Answer 2

A

Question 3

Salespeople who focus on gaining new customers are sometimes referred to as

A) order-takers
B) missionary salespeople
C) detailers
D) merchandisers
E) pioneers

Answer 3

E

Question 4

Salespeople who focus on gaining new customers are sometimes referred to as

A) farmers
B) order-takers
C) missionary salespeople
D) order-getters
E) merchandisers

Question 5

New customers may be turned over to account-servicing salespeople referred to as

A) order-getters.
B) order-takers.
C) pioneers.
D) hunters.
E) tacticians.

Question 6

New customers may be turned over to account servicing salespeople referred to as

A) hunters
B) merchandisers
C) missionary salespeople
D) pioneers
E) farmers

Question 7

The generation of new business for the selling firm is associated with which type of salespeople?

A) Order-takers and cold canvassers
B) Order-getters and order-takers
C) Pioneers and franchisers
D) Order-getters and pioneers
E) Missionaries and detail salespeople

Question 8

In this selling position, the salesperson, sometimes referred to as a pioneer, is responsible for

A) deciding which new territories to enter.
B) handling existing customer accounts.
C) answering routine customer inquiries.
D) discovering which products should be dropped.
E) adding new customers.

Question 9

The generation of new business for the selling firm is associated with which type of salespeople?

A) Order-takers and cold canvassers
B) Order-getters and order takers
C) Pioneers and franchisers
D) Order getters and pioneers
E) Missionaries and detail salespeople

Question 10

A (n) __________ is a salesperson who provides physicians, nurses, and other medical professionals with pertinent information about drugs to support the overall sales effort.

A) hunter
B) pioneer
C) order-taker
D) detailer
E) merchandiser

Question 11

__________ are salespeople who support the sales effort by providing information and performing other supplemental services.

A) Hunters
B) Pioneers
C) Order-takers
D) Order-getters
E) Missionary salespeople

Question 12

A (n) __________ is a salesperson who supports the overall sales effort by "spreading the gospel" at the grassroots level.

A) hunter
B) pioneer
C) order-taker
D) missionary salesperson
E) merchandiser

Question 13

________ support the sales effort by setting up point-of-purchase displays, rotating stock, and keeping store personnel informed about new products and sales promotions.

A) order-getters.
B) order-takers.
C) missionary salespeople.
D) complementary salespeople.
E) merchandisers.

Question 14

Which of the following is not one of the four key roles expected of salespeople?

A) Financial contributor
B) Change agent
C) Product agent
D) Communications agent
E) Customer value agent

Question 15

As _____________, salespeople assume a key role in revenue production for their firms.

A) financial contributors
B) product managers
C) change agents
D) communications agents
E) customer value agents

Question 16

As _____________, salespeople stimulate sales cycles and help customers reach buying decisions as soon as reasonably possible.

A) financial contributors
B) economic agents
C) change agents
D) communications agents
E) customer value agents

Question 17

In their role as a communications agent, salespeople do all of the following EXCEPT

A) serve as a communications link between customers and their employers.
B) provide product and marketplace information to customers.
C) report back to their company on competitive activity.
D) report back to their company on buyer preferences and ideas for new products.
E) stimulate sales cycles and help customers reach buying decisions.

Question 18

Which of the following best describes what salespeople do in their role as a customer value agent?

A) serve as a communications link between customers and their employers.
B) provide product and marketplace information to customers.
C) report back to their company on competitive activity.
D) help create, communicate, deliver, and continually increase customer value.
E) stimulate sales cycles and help customers reach buying decisions.

Question 19

Salespeople can add to or detract from customer value depending on criteria such as

A) customer and market knowledge.
B) efficiency.
C) strategic alignment.
D) trustworthiness.
E) all of the above.

Question 20

According to the trust-based relationship selling process framework, "enhancing customer commitment" is a part of which component of the framework?

A) Selling foundations
B) Selling strategy based on customer needs and value
C) Initiating customer relationships
D) Developing customer relationships
E) Enhancing customer relationships

Question 21

According to the trust-based relationship selling process framework, "discovering prospect's needs" is a part of which component of the framework?

A) Selling foundations
B) Selling strategy based on customer needs and value
C) Initiating customer relationships
D) Developing customer relationships
E) Enhancing customer relationships

Question 22

According to the trust-based relationship selling process framework, "assessing value and relationship performance " is a part of which component of the framework?

A) Selling foundations
B) Selling strategy based on customer needs and value
C) Initiating customer relationships
D) Developing customer relationships
E) Enhancing customer relationships

Question 23

According to the trust-based relationship selling process framework, "activating the buying process " is a part of which component of the framework?

A) Selling foundations
B) Selling strategy based on customer needs and value
C) Initiating customer relationships
D) Developing customer relationships
E) Enhancing customer relationships

Question 24

Which of the following is not one of the characteristics of trust-based relationship selling?

A) Seeks to maximize outcomes of individual transactions.
B) Focuses on customer needs.
C) Seeks to earn customer trust.
D) Relies on questioning and listening to establish dialogue with customers.
E) Involves two-way collaborative communication between buyers and sellers.

Question 25

All of the following were mentioned in the text as skills important in the sales process EXCEPT

A) listening.
B) writing.
C) questioning.
D) sales dialogue.
E) sales presentation.

Question 26

Which of the following is not one of the steps of the ADAPT questioning methodology?

A) Assess the buyer's situation.
B) Discover the buyer's needs.
C) Activate the buying process.
D) Project the impact of solving a problem or realizing an opportunity.
E) Transition to the close.

Question 27

Key presentation skills include all of the following EXCEPT

A) explaining the features and benefits of the product.
B) demonstrating the product.
C) producing additional information to reinforce claims made.
D) using audiovisual sales aides.
E) coordinating activities within the selling firm to deliver value to the customer.

Question 28

Which of the following is not considered a common sales dialogue?

A) Assessing the prospective customer's situation and buying processes.
B) Speaking with competitors about potential customers.
C) Confirming the prospective customer's strategic priorities.
D) Negotiating an agreement to do business.
E) Building customer value by providing additional opportunities.

Question 29

Which of the following is considered a common sales dialogue?

A) Assessing the prospective customer's situation and buying processes.
B) Building customer value by providing additional opportunities.
C) Confirming the prospective customer's strategic priorities.
D) Negotiating an agreement to do business.
E) All of the above are common sales dialogue?

Question 30

To be successful at trust building, research indicates that salespeople should demonstrate all of the following characteristics EXCEPT

A) salesperson orientation.
B) competence.
C) dependability.
D) honesty.
E) compatibility.

Question 31

According to H.R. Chally findings, customers appreciate salespeople who

A) are personally accountable for the customer's desired results.
B) understand the customer's business.
C) will be a business consultant who thinks beyond the current transaction.
D) will solve customer problems.
E) do all of the above.

Question 32

____________ involves doing what you say you will do.

A) Competence
B) Dependability
C) Candor
D) Customer comparability
E) Customer orientation

Question 33

Which of the following is not one of the personal selling approaches outlined in the text?

A) Stimulus-response
B) Needs satisfaction
C) Contingency selling
D) Mental states
E) Problem-solving

Question 34

Which of the five personal selling approaches is the least flexible and least focused on the buyer's unique needs?

A) Stimulus response
B) Need satisfaction
C) Contingency selling
D) Mental states
E) Problem solving

Question 35

Which of the following personal selling approaches focuses most on the buyer's needs and strategic priorities?

A) Stimulus response
B) Need satisfaction
C) Mental states
D) Consultative selling
E) Problem solving

Question 36

Which of the five personal selling approaches involves the highest level of adaptive selling?

A) Stimulus response
B) Need satisfaction
C) Consultative selling
D) Mental states
E) Problem solving

Question 37

____________ is a method in which salespeople furnish the stimuli (words and actions) to produce the desired response (a customer purchase).

A) Stimulus response selling
B) Mental states selling
C) Need satisfaction selling
D) Problem solving selling
E) Continued acclamation

Question 38

Which of the following statements pertaining to the stimulus response form of personal selling is true?

A) The buyer takes a dominant role in the sales dialogue.
B) The stimulus-response sales strategy cannot be used with a canned sales presentation.
C) The stimulus-response sales strategy must be conducted in person because of the necessity for visual aids.
D) Key selling points can be sequenced in a logical order and likely questions and objections can be addressed before they are voiced by the buyer.
E) The stimulus-response sales strategy has the advantage of flexibility.

Question 39

___________________ is essentially a sequential approach to selling in which the salesperson leads the customer through stages in the buying process.

A) Stimulus response selling
B) Mental states selling
C) Need satisfaction selling
D) Problem solving selling
E) Consultancy selling

Question 40

All of the following regarding the mental states approach to personal selling are TRUE except

A) It is largely a one-way presentation with the salesperson doing most of the talking.
B) It requires that salespeople listen carefully to the customer to determine what stage they are in.
C) Tailoring of the presentation is based on mental states rather than customer needs.
D) It is customer oriented.
E) It may be difficult to determine in which stage a customer resides.

Question 41

All of the following are negative aspects of the mental states approach to personal selling EXCEPT

A) It is largely a one-way presentation with the salesperson doing most of the talking.
B) It requires that salespeople listen carefully to the customer to determine what stage they are in.
C) Tailoring of the presentation is based on mental states rather than customer needs.
D) It is not customer oriented.
E) It may be difficult to determine in which stage a customer resides.

Question 42

Which one of the following is not a stage in the SPIN selling technique?

A) Investigate the customer's situation.
B) Determine the customer's problem.
C) Discuss implications of the problem if it is left unattended.
D) Show how the salesperson's offering can solve the problem.
E) Follow up the sale with additional product offerings.

Question 43

Which one of the following is not true regarding consultative selling?

A) It requires the salesperson be an expert on the customer's business, competitors, and market developments.
B) It is appropriate for all sales situations.
C) It focuses on achieving strategic goals of customers.
D) It often requires that the salesperson be a coordinator, arranging for others in the selling company to play a role in the sales process.
E) It requires a commitment to being partners with customers over a long time horizon rather than being focused on making short-term sales.

Question 44

Salespeople must be

A) capable of working in an increasingly complex business environment.
B) strong collaborators, both within their organizations and with their customers.
C) accountable for their actions and results from an ethical and fiscal responsibility point of view.
D) all of the above.
E) only answers "a" and "b".

Question 45

Which of the following are characteristics of sales professionalism?

A) It requires a customer orientation.
B) It involves the use of truthful, non-manipulative sales strategies.
C) It requires that salespeople work from a dynamic, ever-changing knowledge base.
D) It focuses on satisfying the long-term needs of customers and the selling firm.
E) All of the above are characteristics of sales professionalism.

Question 46

To improve collaboration between sales and marketing, the two parties should agree on critical customer issues such as

A) identification of customer segments and the related needs.
B) buying motives.
C) purchasing processes.
D) relevant value dimensions with customer segments.
E) all of the above.

Question 47

Recruiting and developing salespeople who understand diverse cultures, languages, and business practices is a salesforce response to which of the following issues?

A) Complexity issues
B) Adaptability issues
C) Collaboration issues
D) Commitment issues
E) Accountability issues

Question 48

Increasing customer diversity and globalization is a (an)

A) complexity issue.
B) adaptability issue.
C) collaboration issue.
D) commitment issue.
E) accountability issue.

Question 49

Implementing cross-functional programs to foster communication and cooperation is a salesforce response to which of the following issues?

A) Complexity issues
B) Adaptability issues
C) Collaboration issues
D) Commitment issues
E) Accountability issues

Question 50

Ensuring that salespeople know the ethical and legal framework for their markets, including cultural and global market variations, is a salesforce response to which of the following issues?

A) Complexity issues
B) Adaptability issues
C) Collaboration issues
D) Commitment issues
E) Accountability issues

Question 51

Increasing the efficiency and effectiveness of sales operations is a (an)

A) complexity issue.
B) accountability issue.
C) adaptability issue.
D) collaboration issue.
E) commitment issue.

Question 52

Need for more customer-oriented selling is a (an)

A) complexity issue.
B) adaptability issue.
C) collaboration issue.
D) commitment issue.
E) accountability issue.

Question 53

Salespeople are typically accountable for all of the following except

A) meeting production deadlines.
B) generating sales revenue.
C) controlling sales costs.
D) careful travel planning.
E) ethical selling.

Question 54

All of the following are characteristics of personal selling except

A) the pay is good.
B) salespeople work independently.
C) sales positions offer little job variety.
D) selling helps prepare individuals for management positions.
E) salespeople get immediate feedback in terms of job performance.

Question 55

Personal selling involves interpersonal communications between buyers and sellers to initiate, develop, and enhance customer relationships.

Question 56

In the best sales organizations, salespeople earn the trust of their customers and utilize selling strategies that satisfy customer needs.

Question 57

Consumer goods companies typically do not employ professional salespeople.

Question 58

Salespeople who focus on gaining new customers are sometimes referred to as farmers.

Question 59

A pioneer's task involves adding new customers.

Question 60

Salespeople who focus on gaining new customers are sometimes referred to as pioneers.

Question 61

Salespeople working with existing customers are referred to as order-getters.

Question 62

Order-takers are actively involved in adding new customers.

Question 63

Sales-support personnel are generally involved in the direct solicitation of purchase orders.

Question 64

The expectations of salespeople can be viewed as achieving four key roles: management contributor, change agent, communications agent and customer value agent.

Question 65

Salesperson compensation is often tied to the achievement of quotas.

Question 66

In their change agent role, salespeople are heavily involved in the diffusion of innovation.

Question 67

As product agents, salespeople help to create, communicate, deliver and continually increase customer value.

Question 68

As a communications agent, salespeople provide valuable information back to the company.

Question 69

As customer value agents, salespeople stimulate sales cycles and help customers reach buying decisions as soon as reasonably possible.

Question 70

Customer value is essentially defined as the customer's perception of what they receive in exchange for what they give up.

Question 71

As a customer value agent, salespeople help create, communicate, deliver, and continually increase customer value.

Question 72

Salespeople can add to or detract from customer value depending on criteria such as efficiency.

Question 73

Salespeople can add to or detract from customer value depending on criteria such as efficiency and trustworthiness.

Question 74

With transaction selling, salespeople focus on long-term relationships with customers rather than maximizing the outcomes of individual transactions.

Question 75

Transactional selling focuses more on one-way sales presentations.

Question 76

Transactional selling focuses on maximizing the outcomes of individual transactions.

Question 77

Trust-based relationship selling seeks to initiate, develop and enhance long-term customer relationships.

Question 78

Trust-based relationship selling requires salespeople whose actions are based on strategies that focus on customer needs and customer value.

Question 79

The primary role of a salesperson practicing trust-based relationship selling is to make calls and close sales.

Question 80

The same sales knowledge and skills are required of salespeople regardless of the situation.