Advanced Selling Strategies
Textbook Exam Questions
Course Introduction
Advanced Selling Strategies is designed to deepen students' understanding of high-level sales techniques and consultative selling processes used in complex, competitive markets. The course explores relationship-based selling, value proposition development, negotiation tactics, and strategic account management, emphasizing both business-to-business (B2B) and business-to-consumer (B2C) contexts. Students will analyze real-life case studies, practice persuasive communication, and develop solutions for long sales cycles. Emphasis is placed on leveraging technology, data analytics, and ethical sales practices to build long-term customer loyalty and drive organizational success.
Recommended Textbook
Selling Today Partnering to Create Value Global 13th Edition by Barry Reece
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Chapter 1: Relationship Selling Opportunities in the Information Economy
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Sample Questions
Q1) Roni sees a job posting for a "Business Development Manager in the hospitality industry." Which of the following most accurately describes the duties of this position?
A)soliciting donations from charitable donors and foundations for an organization that promotes hospitality
B)selling guest and conference hotel rooms and other hotel services to organizations
C)working as a front desk clerk at a hotel
D)servicing requests from guests at an upscale resort
E)managing the banquet hall at a large restaurant/catering facility
Answer: B
Q2) A(n)________ works for the manufacturer.This salesperson must have detailed and precise technical knowledge.
Answer: sales engineer
Q3) ________ has no value until it is communicated effectively.
Answer: Information
Q4) Knowledge workers are people who succeed by adding value to information.
A)True
B)False
Answer: True
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Chapter 2: Evolution of Selling Models That Compliment the Marketing Concept
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Q1) One broad strategic area of the Strategic/Consultative Selling Model is:
A)marketing strategy
B)research strategy
C)customer strategy
D)service strategy
E)budget strategy
Answer: C
Q2) Customer loyalty depends on quality products and:
A)quality relationships
B)low prices
C)free shipping
D)custom installation
E)little contact
Answer: A
Q3) Typical salespeople spend about 30 percent of their time in actual face-to-face selling situations.
A)True
B)False
Answer: True
Page 4
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Chapter 3: Ethics: the Foundation for Partnering
Relationships That Create Value
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Q1) A majority of the states have passed legislation establishing a cooling-off period during which the consumer may void a contract to purchase goods and services.
A)True
B)False
Answer: True
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
Q3) Which of the following is LEAST likely a characteristic of a person with a high level of emotional intelligence?
A)self-confidence
B)professionalism
C)adaptability
D)optimism
E)empathy
Answer: B
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Chapter 4: Creating Value With a Relationship Strategy
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Q1) Which of the following is the best way of speaking to customers?
A)very quickly
B)very slowly
C)with energy
D)with little feeling
E)with a strong accent
Q2) What is the best advice Joelle can give to sales representatives regarding punctuality for appointments?
A)Lateness only matters if the prospect is on time and notices that the sales rep is late.
B)Lateness is relative,and prospects in certain areas will expect a sales rep to be late.
C)Lateness shows familiarity with the prospect,so it is a way to establish rapport.
D)Lateness is viewed as disrespectful to most prospects,so always arrive early.
E)Lateness can be overcome by offering excellent products at low cost.
Q3) Salespeople who have the ability to imagine themselves in someone else's position and understand what that person is feeling are known as ________.
Q4) A(n)________ is usually the only physical contact one makes during a sales call.
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Page 6
Chapter 5: Communication Styles: A Key to Adaptive Selling
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Q1) The Platinum Rule is:
A)Do Unto Others As You Would Have Them Do To You
B)Do Unto Others As They Want Done Unto Them
C)Do Unto Others As You Know You Should
D)Ask Others To Do To You As You Would Do To Them
E)Ask Others To Do To You As They Would Do To Themselves
Q2) "Behavior style" and "social style" are other ways of referring to:
A)communication style
B)emotive style
C)directive style
D)higher dominance
E)lower dominance
Q3) The four-style communication model described in the text is:
A)increasingly used in training programs
B)applicable only to salespeople in the U.S.
C)limited in its usefulness in the real world
D)the basis for developing customer strategies
E)based on research developed in the last decade
Q4) The words "reserved," "warm," and "compliant" describe the ________ style.
Page 7
Q5) ________ can be defined as the tendency to control or prevail over others.
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Chapter 6: Creating Product Solutions
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Q1) When developing a product strategy,the salesperson must:
A)review information on consumer motivation
B)adopt the marketing concept
C)adopt the sure-win philosophy
D)consider price above other aspects of the product
E)use feature-benefit analysis
Q2) Throughout the sales presentation,it is usually best to:
A)describe the weakness of competing products frequently
B)discuss competing products even if you are unfamiliar with them
C)avoid shifting attention away from your product to competing products
D)refuse to answer any questions about competing products
E)be proactive about discussing competing products
Q3) The Whirlpool company most likely created a house filled with company products so that salespeople could:
A)conduct tests with competing products
B)see the full life cycle of the appliances
C)become familiar with the products
D)bring customers to see the products in use
E)explore price configuration options
Q4) The product selection process is often referred to as ________.
Page 8
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Chapter 7: Product-Selling Strategies That Add Value
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Q1) Yellow Freight Systems must provide clean,well-maintained trucks and well-trained drivers.This is most likely an example of a(n):
A)value-added product
B)generic product
C)potential product
D)expected product
E)customer product
Q2) A salesperson would most likely use a CRM system to:
A)categorize commission rates
B)qualify potential sales leads
C)file corporate bank records
D)monitor competitors' customers
E)send product information to customers
Q3) Positioning is the set of benefits and values the company promises to deliver to customers to satisfy their needs.
A)True
B)False
Q4) Today's better educated and more demanding customers are seeking a(n)________ of satisfactions.
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Chapter 8: The Buying Process and Buyer Behavior
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Q1) A first-time purchase of a product or service by a business-to-business customer is a(n)________ buy.
Q2) The three major types of organizational buying situations are:
A)new task buy,rebuy,and limited task buy
B)new task buy,straight rebuy,and modified rebuy
C)habitual buying decisions,variety-seeking buying decisions,and complex buying decisions
D)transactional buy,consultative buy,and strategic alliance buy
E)transactional buy,product buy,strategy buy
Q3) Which of the following is an important limitation of the buyer resolution theory?
A)Salespeople find the theory too complex.
B)Customers already know what they should buy.
C)Few customers ask the question,"What is a fair price?"
D)Knowing which decisions are difficult for buyers is difficult.
E)Answers provide little insight into customer buying strategies.
Q4) There are three types of organizational buying situations: new-task buy,straight rebuy,and modified rebuy.
A)True
B)False
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Chapter 9: Developing and Qualifying Prospects and Accounts
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Q1) Which of the following is true regarding doing business in Germany?
A)Germany has been described as a "high context" culture.
B)Dinner is the most common meal for business meetings.
C)Flashy brochures have more impact than statistic-filled ones.
D)There is a strong emphasis on punctuality in Germany.
E)Non-verbal communication is more important than the words used to communicate.
Q2) In most cases,technicians,receptionists,bank tellers,and other non-sales personnel can do little to help with prospecting.
A)True
B)False
Q3) Which term refers to a salesperson's brief,cold call opener that summarizes the salesperson's product and company?
A)elevator presentation
B)sales dashboard
C)pipeline speech
D)qualifying remarks
E)sales blog
Q4) The procedure used to obtain names of potential prospects from current prospects and customers is called ________.
Page 11
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Chapter 10: Approaching the Customer With Adaptive Selling
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Q1) Emmanuelle calls Suzanne and arranges a meeting to discuss both organizations.Before Emmanuelle goes to the meeting,what should she most likely do?
A)Perform some visualization activities to help focus on winning the sale.
B)Break the ice with Suzanne by mentioning a mutual acquaintance.
C)Prepare a PowerPoint presentation about her firm's history and products.
D)Send Suzanne an email outlining the features of the textiles.
E)Research Suzanne's firm on the Internet to get basic information.
Q2) Which of the following statements indicates the salesperson is using the survey approach?
A)"Would you be interested in a security system that is currently used by most major banks in America?"
B)"Tammy Williams,buyer for the Mayfield Company,has been very pleased with our line of drapes and suggested I arrange to show you our products."
C)"I am anxious to show you our newest copy machine."
D)"I want to study your traffic patterns to be sure that our product meets your needs."
E)"Please accept this sample of our floor cleanser."
Q3) List and explain the steps in the Six-Step Presentation Plan.
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Page 12
Chapter 11: Determining Customer Needs With a Consultative Questioning Strategy
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Q1) In a single sales call or a multi-call situation,the salesperson should always plan to go through all four parts of the Consultative Sales Presentation Guide during the initial contact.
A)True
B)False
Q2) Which of the following is a survey question Jeff can ask the merchandising manager?
A)If I understand you,knowing only the song playing when the customer reaches the register doesn't take into account patterns of shopping,purchasing triggers,or waits in a checkout line?
B)Do you have point-of-purchase software that allows you to track time and amount of purchase?
C)How does your current music provider correlate songs and purchases?
D)Does knowing the song playing at the moment the customer gets to the register give you the information you really need to create an effective mix?
E)Would it help you to track songs as customers browse and shop?
Q3) "How do you feel about using a computer to keep your expense records?" is an example of a(n)________ question.
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Chapter 12: Creating Value With the Consultative Presentation
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Q1) Sight is considered the most powerful attention-attracting sense;therefore,it is the most important motivating force in every selling situation.
A)True
B)False
Q2) Which of the following is true of doing business in Italy?
A)Businesspeople tend to be quite informal in terms of introductions and dress.
B)Entertaining clients at your home is considered better than doing so in a restaurant.
C)Gifts are considered bribes and will insult the recipients.
D)Most Italian businesspeople are in a hurry,so quick decision making is important.
E)Professional titles are used quite often in business dealings.
Q3) One danger of relying too heavily on a technical presentation is:
A)bringing along heavy equipment
B)missing the opportunity to create a relationship with the customer
C)impressing the customer with your technical savvy
D)failing to convey product knowledge
E)using unnecessarily expensive devices
Q4) What are the guidelines for preparing and conducting a group sales presentation?
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Chapter 13: Negotiating Buyer Concerns
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Q1) When Kelly sees value in a product but does not want to pay the suggested price,she often offers to split the price difference with the seller.If a salesperson finds Kelly's offer unacceptable,the salesperson should most likely:
A)agree to split the difference
B)make a pricing counteroffer
C)provide a trial demonstration
D)walk away from the negotiations
E)show sourcing documents as proof
Q2) Which of the following would be an example of logrolling in this negotiation?
A)The sales team gives the buyer a lower price than in the initial proposal.
B)The sales team creates a whole new proposal with different terms and pricing.
C)The sales team offers the buyer an advantageous payment schedule.
D)The sales team holds firm on the original price.
E)The buyers pit two sellers against each other.
Q3) A(n)________ is a benefit that will,in most cases,outweigh the customer's specific concern.
Q4) The ________ method of negotiating buyer resistance is one of the most convincing ways to overcome buyer skepticism.
Q5) List five common types of buyer concerns.
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Chapter 14: Adapting the Close and Confirming the Partnership
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Q1) A closing clue can be described as a(n):
A)indication that the customer is undecided about the buying decision
B)indication you should speed up the sales presentation
C)verbal or nonverbal form of feedback from the customer
D)indication that the prospect fully understands the merits of your product
E)request from the customer for more information
Q2) The statement,"We have always wanted to own a travel trailer like this one," is a closing clue that falls into which category?
A)benefits
B)requirements
C)questions
D)recognitions
E)assumptions
Q3) ________ are closing attempts made at opportune times during the sales presentation to encourage the customer to reveal readiness or objection to buying.
Q4) When doing business in most of Latin America,your business card should be translated into Spanish.
A)True
B)False
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Chapter 15: Servicing the Sale and Building the Partnership
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Q1) Is there a way Lindell could have managed this situation better?
A)No.Sometimes things happen that are out of the sales representative's control.
B)No.If he had contacted John proactively that would have been an admission of guilt.
C)Yes.He could have apologized immediately for the late delivery and kept John apprised of the situation.
D)Yes.He could have offered to refund John's money and take the machines back.
E)Yes.He could have waited a few days to contact John about the delay.
Q2) According to sales trainer Tony Alessandra,there are three possible service outcomes.Which one should salespeople strive for?
A)the moment of happiness
B)the moment of truth
C)the moment of misery
D)the moment of magic
E)the moment of expectation
Q3) Satisfied customers who make product recommendations to others act as a firm's "auxiliary" sales force.
A)True
B)False
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17
Chapter 16: Opportunity Management: The Key to Greater Sales Productivity
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Sample Questions
Q1) List the guiding principles that can be used to develop a routing and scheduling plan.
Q2) On average,salespeople spend most of their work time on:
A)sales meetings and conference calls
B)administrative tasks and travel
C)face-to-face selling
D)customer follow-up
E)prospecting
Q3) Which is true of doing business in Belgium?
A)Speaking Dutch will help you in the Flanders area.
B)Speaking French will help you north of Brussels.
C)One selling strategy will work for the entire country.
D)Dutch is spoken in the Wallonia area in the south of the country.
E)Belgians prefer to communicate in business English.
Q4) A sales call plan is:
A)a daily action plan initiated by the salesperson
B)a weekly action plan,often initiated by the sales manager
C)a monthly action plan,initiated by the salesperson
D)a record of sales calls that have been made in the previous month
E)a record of sales calls that are to be made that day
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Chapter 17: Management of the Sales Force
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Q1) Newspaper advertisements can attract well-qualified sales job applicants.
A)True
B)False
Q2) Johan crafts a descriptive ad and receives hundreds of resumes in response.He reads through them and chooses the 20 best candidates.To further screen candidates,he invites those 20 to take a test that profiles their skills.What is the best advice to give Johan about testing?
A)Rely solely on predictive assessment instruments which are more reliable than quantitative interviews.
B)Conduct testing online to ensure that candidates possess the technical skills needed for the position.
C)Use test scores to predict a candidate's verbal and nonverbal communication skills which are necessary in sales.
D)Provide candidates with multiple tests to ensure that results are both valid and reliable predictors of sales success.
E)Use test results in conjunction with information obtained from the personal interview and reference checks.
Q3) ________ is an intrinsic reward that occurs when a duty or task is performed.
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