Advanced Sales Skills Exam Practice Tests
Course Introduction
Advanced Sales Skills delves into the strategies and techniques required to excel in high-level sales environments. This course builds on foundational sales concepts by exploring relationship management, complex negotiation tactics, consultative selling approaches, and the use of data and analytics in customizing solutions for clients. Students will learn how to prospect effectively, handle objections, close larger deals, and foster long-term partnerships with key accounts. Case studies, role-playing, and scenario analysis are utilized to simulate real-world challenges, ensuring participants are prepared to navigate competitive markets and meet sophisticated client needs with confidence and professionalism.
Recommended Textbook
Selling Today Partnering to Create Value 13th Edition by Gerald L. Manning
Available Study Resources on Quizplus
17 Chapters
1139 Verified Questions
1139 Flashcards
Source URL: https://quizplus.com/study-set/1697 Page 2
Chapter 1: Relationship Selling Opportunities in the Information Economy
Available Study Resources on Quizplus for this Chatper
67 Verified Questions
67 Flashcards
Source URL: https://quizplus.com/quiz/33634
Sample Questions
Q1) Peter Kumar has developed a software application that will reduce costs and increase server speed for corporations of all sizes.Even with this useful application,Peter still needs to develop personal selling skills in order to:
A) understand and write a business plan for his company
B) explain his application to potential buyers
C) apply for a patent on his application
D) maintain the discipline and stamina required to develop such a complicated piece of software
E) ensure that only corporate users buy his application
Answer: B
Q2) Knowledge workers need selling skills to communicate information to consumers. A)True
B)False
Answer: True
Q3) A sales representative for Dell who is selling a new form of sophisticated routing-to-server software would probably be classified as a sales engineer. A)True
B)False
Answer: True
Page 3
To view all questions and flashcards with answers, click on the resource link above.
Chapter 2: Evolution of Selling Models That Compliment the Marketing Concept
Available Study Resources on Quizplus for this Chatper
67 Verified Questions
67 Flashcards
Source URL: https://quizplus.com/quiz/33635
Sample Questions
Q1) A "strategy" can be best described as a collection of techniques,practices,or methods you use when you are face to face with a customer.
A)True
B)False
Answer: False
Q2) Sharon Wiley is a sales representative employed by a leading producer of pharmaceuticals used in veterinary medicine.Recently she attended a university-sponsored seminar that focused on new research findings in selected areas of veterinary medicine.Ms.Wiley is most likely attempting to develop a:
A) relationship strategy
B) customer strategy
C) service strategy
D) presentation strategy
E) product strategy
Answer: E
Q3) ________ selling can be defined as a series of creative improvements within the sales process that enhance the customer experience.
Answer: Value-added
To view all questions and flashcards with answers, click on the resource link above. Page 4
Chapter 3: Ethics: the Foundation for Partnering
Relationships That Create Value
Available Study Resources on Quizplus for this Chatper
67 Verified Questions
67 Flashcards
Source URL: https://quizplus.com/quiz/33636
Sample Questions
Q1) A salesperson's sales manager exerts strong influence on whether the sales rep acts ethically or not.A sales manager may not even be aware of the influence she wields or the effect her words or management techniques have on her employees.Of the following actions by a sales manager,which one could most easily be construed by an employee as a directive to use unethical conduct?
A) offering an incentive or prize to salespeople who meet or exceed their quotas
B) sending an email to the entire department whenever a sales rep closes a sale
C) telling sales teams that they need to hit their quotas no matter what it takes
D) modifying sales territories to ensure that key accounts are actively monitored
E) contacting key accounts to let them know the company stands behind its product
Answer: C
Q2) The role of the salesperson is to diagnose buyer need and determine how to extract value from the situation.
A)True
B)False
Answer: True
To view all questions and flashcards with answers, click on the resource link above. Page 5
Chapter 4: Creating Value With a Relationship Strategy
Available Study Resources on Quizplus for this Chatper
67 Verified Questions
67 Flashcards
Source URL: https://quizplus.com/quiz/33637
Sample Questions
Q1) Most image consultants agree that male salespeople should always wear suits to make the best impression on customers even when customers are dressed casually.
A)True
B)False
Q2) The CARE model helps salespeople add value to their relationships with customers.
A)True
B)False
Q3) Which of the following is a rule of etiquette appropriate for salespeople?
A) Call a new prospect by their first name right away to break the ice.
B) Avoid offensive stories or comments unless you are meeting outside the client's office.
C) Do not express personal views on religion or politics until clients have first expressed their views.
D) When you invite a customer to lunch, do not discuss business before the meal is ordered unless the client initiates the subject.
E) Do not leave a voice mail; instead, call until you reach the client.
Q4) Describe and discuss the four steps in the self-improvement plan.
To view all questions and flashcards with answers, click on the resource link above. Page 6
Chapter 5: Communication Styles: a Key to Adaptive Selling
Available Study Resources on Quizplus for this Chatper
67 Verified Questions
67 Flashcards
Source URL: https://quizplus.com/quiz/33638
Sample Questions
Q1) Tone of voice can be a clue to identifying a customer's communication style.
A)True
B)False
Q2) ________ can be defined as the tendency to control or prevail over others.
Q3) The ________ communication style combines high sociability and high dominance.
Q4) A customer who is higher in dominance tends to do which of the following?
A) display an eagerness to agree quickly
B) curb a desire to initiate demands
C) cooperate excessively with others
D) attempt to control situations
E) wait for others to speak first
Q5) A customer who takes the social initiative in most cases and expresses feelings openly is displaying characteristics of which of the following styles?
A) dominant
B) reflective
C) supportive
D) directive
E) emotive
Page 7
Q6) Describe the difference between lower dominance and higher dominance.
Q7) The words "reserved," "warm," and "compliant" describe the ________ style.
To view all questions and flashcards with answers, click on the resource link above.
Page 8
Chapter 6: Creating Product Solutions
Available Study Resources on Quizplus for this Chatper
67 Verified Questions
67 Flashcards
Source URL: https://quizplus.com/quiz/33639
Sample Questions
Q1) In terms of product knowledge,salespeople:
A) can know too much about the products they sell
B) are often better off appearing to be "in the dark" at times
C) should provide prospects with limited product information
D) cannot, generally, know too much about the products they sell
E) should assume the stance of novice users to develop customer empathy
Q2) Quantifying the solution can be performed with a cost-benefit analysis or with a(n):
A) frequency analysis
B) regression analysis
C) feature-benefit presentation
D) pricing model
E) ROI calculation
Q3) The ShipNow salesperson's job is most likely to:
A) convince the customer into shipping everything with ShipNow
B) provide a solution for the customer's complex shipping needs
C) explain the packaging features offered by ShipNow
D) describe the many services offered by ShipNow
E) build rapport with the customer
Q4) Discuss the advantages of having in-depth knowledge of your product.
To view all questions and flashcards with answers, click on the resource link above. Page 9
Chapter 7: Product-Selling Strategies That Add Value
Available Study Resources on Quizplus for this Chatper
67 Verified Questions
67 Flashcards
Source URL: https://quizplus.com/quiz/33640
Sample Questions
Q1) What could the desk clerk do to maintain the guest's cluster of satisfactions?
A) The desk clerk cannot do anything, as the desk clerk does not have the technical skills to fix the wireless connection.
B) The desk clerk should not do anything, as the desk clerk is not a salesperson and therefore does not have responsibility for creating the cluster of satisfactions.
C) The desk clerk should offer to put the guest in an empty room as close to the original room as possible, to avoid inconveniencing the guest further.
D) The desk clerk should offer the guest the use of the lobby wireless, which the clerk knows to be problem-free, along with a discount off the charge for the room.
E) The desk clerk should refund the guest's full payment for the hotel room and find the guest a room at another hotel that can guarantee that its wireless service is problem-free.
Q2) List and describe the three parts of the Product Solutions Selling Model.
Q3) Today's better educated and more demanding customers are seeking a(n)________ of satisfactions.
Q4) The ________ product refers to what may remain to be done or what is possible.
To view all questions and flashcards with answers, click on the resource link above.
Page 10
Chapter 8: The Buying Process and Buyer Behavior
Available Study Resources on Quizplus for this Chatper
67 Verified Questions
67 Flashcards
Source URL: https://quizplus.com/quiz/33641
Sample Questions
Q1) Which of the following is a factor that would motivate a rational buyer?
A) prestige
B) nostalgia
C) celebrity endorsement
D) durability
E) branding
Q2) Which is most likely true regarding the differences between consumer and organizational buyers?
A) Consumer buyers focus on complex, technical specifications, while organizational buyers focus on brand reputation.
B) Consumers purchase for household consumption, while organizational buyers purchase for personal consumption.
C) Consumer decisions are usually made by individuals, while organizational decisions are frequently made by several people.
D) Consumer purchases are based primarily on rational criteria, while organizational purchases are based primarily on emotional responses to products or promotions.
E) Consumers mostly engage in a lengthy decision process, while organizational buyers make quick decisions.
To view all questions and flashcards with answers, click on the resource link above.
11
Chapter 9: Developing and Qualifying Prospects and Accounts
Available Study Resources on Quizplus for this Chatper
67 Verified Questions
67 Flashcards
Source URL: https://quizplus.com/quiz/33642
Sample Questions
Q1) Networking is another word for prospecting.
A)True
B)False
Q2) Educational seminars are most likely a good source of prospects because:
A) people who pay for a seminar will buy product
B) salespeople need help conducting demonstrations
C) most seminar attendees are referrals
D) product benefits and features can be showcased
E) salespeople can build a close into the keynote speech
Q3) Joe Girard's "Ferris Wheel" concept assumes which of the following?
A) The optimal ratio of customers to prospects is 66 percent.
B) If the customers are sold the correct product and given good service, a company will not lose customers.
C) A certain number of customers will be lost every year by most companies.
D) Departing customers must be replaced by new customers at an equal rate.
E) Salespeople will do better prospecting when they think of the process as a roller coaster.
Q4) Describe the major benefits of using a computerized database as a source of prospects.
Page 12
To view all questions and flashcards with answers, click on the resource link above.
Chapter 10: Approaching the Customer With Adaptive Selling
Available Study Resources on Quizplus for this Chatper
67 Verified Questions
67 Flashcards
Source URL: https://quizplus.com/quiz/33643
Sample Questions
Q1) Which step in the presentation plan involves determining needs and selecting a product solution?
A) approach
B) needs identification
C) presentation
D) negotiation
E) close
Q2) An approach that gets the prospect thinking about a problem the salesperson can solve is the:
A) referral approach
B) question approach
C) product demonstration approach
D) survey approach
E) premium approach
Q3) List and explain the three prescriptions to developing a good presentation strategy.
Q4) Sales personnel who have adopted the consultative style use the survey and ________ approaches most frequently.
Q5) List and explain the steps in the Six-Step Presentation Plan.
Page 13
To view all questions and flashcards with answers, click on the resource link above.
Chapter 11: Determining Customer Needs With a Consultative Questioning Strategy
Available Study Resources on Quizplus for this Chatper
67 Verified Questions
67 Flashcards
Source URL: https://quizplus.com/quiz/33644
Sample Questions
Q1) A(n)________ question most likely helps the salesperson discover facts about the buyer's existing situation and is often the first step in the partnership-building process.
A) confirmation
B) closed
C) open
D) general survey
E) probing
Q2) Confirmation questions are most likely intended to reveal:
A) mutual understanding
B) pain and implications
C) problems and situations
D) negotiation capabilities
E) pleasure satisfaction
Q3) ________ questions require a prospect to go beyond a simple yes/no response.
Q4) An informative presentation is a type of need-satisfaction presentation.
A)True
B)False
Q5) "How do you feel about using a computer to keep your expense records?" is an example of a(n)________ question.
To view all questions and flashcards with answers, click on the resource link above. Page 14
Chapter 12: Creating Value With the Consultative Presentation
Available Study Resources on Quizplus for this Chatper
67 Verified Questions
67 Flashcards
Source URL: https://quizplus.com/quiz/33645
Sample Questions
Q1) Letters from satisfied customers are ineffective sales tools. A)True
B)False
Q2) As part of the preparation for the presentation,Tyler should most likely:
A) research the trucking company's operations and needs
B) memorize the standardized presentation script
C) install web conferencing software on the buyer's computer
D) come up with a persuasive argument for the buyer
E) include as many audio visual aids as possible in the presentation
Q3) Mario Cortez is preparing a sales presentation for a buying team made up of health care personnel.It is most important that he:
A) recognize that printed documents provide the only credible form of proof for the audience
B) understand that communication via the spoken word alone is very difficult
C) conduct the demonstration at a neutral location
D) develop a highly structured demonstration to save time
E) save all the questions for the end of the presentation
Q4) A(n)________ is a portable case or loose-leaf binder containing a wide variety of sales-supporting materials.
Page 15
To view all questions and flashcards with answers, click on the resource link above.
Chapter 13: Negotiating Buyer Concerns
Available Study Resources on Quizplus for this Chatper
67 Verified Questions
67 Flashcards
Source URL: https://quizplus.com/quiz/33646
Sample Questions
Q1) One way to empathize with the client's objection and turn objections into sales is to use the "feel-felt- ________" strategy.
Q2) Professional buyers often learn to use specific tactics in dealing with salespeople.List three tactics that were identified in Homer Smith's book,Selling Through Negotiation.
Q3) The sales director could most likely help the sales representatives to understand the firm's financial objectives by clarifying:
A) cold calling methods
B) trial close techniques
C) reservation values
D) logrolling rules
E) unbundling tools
Q4) When a prospect has voiced an objection,it is most likely best for the salesperson to:
A) suggest postponing the negotiations
B) divert attention to a product feature
C) illustrate the product's high quality
D) deny the accuracy of the objection
E) clarify the true nature of the problem
To view all questions and flashcards with answers, click on the resource link above.
16
Chapter 14: Adapting the Close and Confirming the Partnership
Available Study Resources on Quizplus for this Chatper
67 Verified Questions
67 Flashcards
Source URL: https://quizplus.com/quiz/33647
Sample Questions
Q1) The best closing method is:
A) the one the sales manager prefers
B) the one that is appropriate to the customer
C) the one the salesperson has rehearsed most often
D) either the assumptive or the summary-of-benefits close
E) the multiple options close
Q2) Lack of self-confidence prevents some salespeople from asking for the order.
A)True
B)False
Q3) Hard-sell closing methods that involve manipulating the customer have fallen out of favor in the last few decades.
A)True
B)False
Q4) The direct appeal close is avoided by most salespeople because it adds complexity to a selling/buying situation.
A)True
B)False
Q5) ________ are closing attempts made at opportune times during the sales presentation to encourage the customer to reveal readiness or objection to buying.
To view all questions and flashcards with answers, click on the resource link above. Page 17
Chapter 15: Servicing the Sale and Building the Partnership
Available Study Resources on Quizplus for this Chatper
67 Verified Questions
67 Flashcards
Source URL: https://quizplus.com/quiz/33648
Sample Questions
Q1) Which of the following is recommended when using suggestion selling?
A) Don't waste time suggesting low-profit items.
B) Don't hesitate to make suggestions before closing the sale.
C) Don't make suggestions until you have first satisfied the customer's primary need.
D) Show the suggested item only if the customer seems interested and profit margins are high.
E) Suggestion selling should be used to generate half again as much revenue as the primary product does.
Q2) The process of recommending products or services that are related to the main item sold to the customer is known as ________.
Q3) Every week,Gail puts together a summary of all the information about all the flights coming up in the next month and emails it to the client.This most likely allows her to:
A) cover her tracks so she can provide a record of customer service
B) save on the transmission time it would take to fax the information
C) leave the details to the client to arrange
D) keep the client informed in real time as arrangements are made
E) keep the client informed without overwhelming them with multiple emails
To view all questions and flashcards with answers, click on the resource link above.
Page 18
Chapter 16: Opportunity Management: the Key to Greater Sales Productivity
Available Study Resources on Quizplus for this Chatper
67 Verified Questions
67 Flashcards
Source URL: https://quizplus.com/quiz/33649
Sample Questions
Q1) Which of the following would LEAST likely be included in a firm's CRM system?
A) weekly sales call plans
B) stress management techniques
C) monthly planning calendar
D) sales meeting notes
E) customer information
Q2) A daily "to do" list is a waste of time for the salesperson who has a good memory.
A)True
B)False
Q3) Which of the following is a true statement regarding the appropriate use of the telephone in selling?
A) The telephone is an ineffective and time-consuming way to keep the customer informed.
B) The telephone provides instant communication at a lower cost than other methods.
C) The telephone is beneficial for building customer goodwill after a sale.
D) The telephone is preferred over email by nearly all customers.
E) The telephone should rarely be used to thank a customer.
Q4) A(n)________ is the geographic area where prospects and customers reside.
Page 19
To view all questions and flashcards with answers, click on the resource link above.
Chapter 17: Management of the Sales Force
Available Study Resources on Quizplus for this Chatper
67 Verified Questions
67 Flashcards
Source URL: https://quizplus.com/quiz/33650
Sample Questions
Q1) One sales representative complains that she never knows where she stands with Victor because he rarely provides feedback.The sales representative also indicates that Victor fails to communicate his expectations to sales team members.Victor most likely needs to work on the leadership dimension of:
A) mentoring
B) motivation
C) organization
D) structure
E) consideration
Q2) Managers who use rewards as external motivators for salespeople should most likely:
A) set goals that are realistic
B) set goals based only on final sales numbers
C) give rewards at regular intervals
D) give primarily financial rewards
E) give the same rewards to all salespeople
Q3) Today,selecting effective salespeople is more of a science and less of an art.
A)True
B)False
Q4) ________ is an intrinsic reward that occurs when a duty or task is performed.
Page 20
To view all questions and flashcards with answers, click on the resource link above.