Introduction to Sales Chapter Exam Questions
Course Introduction
Introduction to Sales provides students with a comprehensive foundation in the principles and practices of the sales process. The course covers essential topics such as understanding customer needs, effective communication techniques, buyer behavior, sales strategies, relationship building, and ethical considerations in the sales profession. Students will also explore prospecting, presenting value propositions, overcoming objections, closing techniques, and post-sale follow-up. Through real-world case studies, role-playing exercises, and practical assignments, students will develop the skills necessary to succeed in a variety of sales environments and industries.
Recommended Textbook
SELL 4th Edition by Thomas N. Ingram
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11 Chapters
1522 Verified Questions
1522 Flashcards
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Page 2
Chapter 1: Overview of Personal Selling
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126 Verified Questions
126 Flashcards
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Sample Questions
Q1) Business conversations between buyers and Sellers that occur as salespeople tend to initiate, develop, and enhance customer relationships are referred to as
Answer: Sales Dialogue
Q2) Which of the following is most accurate with respect to post sale follow-up?
A) Transaction-focused selling includes substantial follow-up.
B) Transaction-focus selling includes little to no follow-up.
C) Trust-based relationship selling involves substantial follow-up.
D) Trust-based relationship selling it involves little to no follow-up.
E) Both B and C are correct.
Answer: E
Q3) The mental states approach to selling requires salespeople to listen very carefully (when using this approach).
A)True
B)False
Answer: False
Q4) Jim use as a memorized presentation format when making sales calls. In other words, Jim is using a ___________sales presentation approach.
Answer: Canned
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Chapter 2: Building Trust and Sales Ethics
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109 Verified Questions
109 Flashcards
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Sample Questions
Q1) Which of the following is not recognized as a trust builder?
A) Power
B) Expertise
C) Candor
D) Customer orientation
E) Dependability
Answer: A
Q2) ____________ refers to the extent to which a salesperson is marked by impartiality and honesty.
Answer: Fairness
Q3) Honesty of the spoken word is called ____________, one of the components of trust.
Answer: Candor
Q4) The salesperson's fairness and straightforwardness of conduct refers to the salespersons degree of _____________.
Answer: Honesty
Q5) In order to better understand how to position their products relative to others in a competitive marketplace, salespeople must possess _____________knowledge.
Answer: Competitor
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Chapter 3: Understanding Buyers
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143 Verified Questions
143 Flashcards
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Sample Questions
Q1) The market in which consumers purchase goods and services for their own use or consumption is called the ____________ market.
Answer: Consumer
Q2) The evaluative attributes related to what the product actually does or is expected to do are called?
A) Evaluative attributes
B) "Delighter" attributes
C) Functional attributes
D) Psychological attributes
E) Physiological attributes
Answer: C
Q3) Needs which represent the need for a specific core task to be performed are called?
A) Situational needs
B) Functional needs
C) Social needs
D) Psychological needs
E) Knowledge needs
Answer: B
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5
Chapter 4: Communication Skills
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134 Verified Questions
134 Flashcards
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Sample Questions
Q1) Within the SPIN questioning system, which questions are designed to serve as a transition from need identification to presentation of solutions?
A) Situation questions
B) Need-payoff questions
C) Implication questions
D) Transition questions
E) Both b and d are correct
Q2) "Are you interested in making a purchase today?" is an example of a SPIN question.
A)True
B)False
Q3) Which of the following is the best example of an open-end question?
A) How many employees to have?
B) Did you say you are already working with another supplier?
C) How do you currently assess the performance of your suppliers?
D) Are you interested in making a purchase today?
E) All of the above are open-end questions.
Q4) Closed-ended questions encourage the customer to respond freely.
A)True
B)False
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Chapter 5: Strategic Prospecting and Preparing for Sales Dialogue
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121 Verified Questions
121 Flashcards
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Sample Questions
Q1) Most buyers will readily welcome salespeople involved in cold canvassing.
A)True
B)False
Q2) ______________is a process designed to identify, qualify, and prioritize sales opportunities, whether they represent potential new customers or opportunities to generate additional business from existing customers.
Q3) Good salespeople don't need to prospect.
A)True
B)False
Q4) Suppose a salesperson asks you why a tracking system is important to prospecting, which of the following is probably the best answer?
A) The tracking system will allow you to track the progress of your customers.
B) The tracking system will allow you to limit the time you spend prospecting.
C) The tracking system will improve your image with management.
D) The tracking system will allow you to monitor the effectiveness of your various prospecting methods so that you can make adjustments accordingly.
E) Both b and c are correct.
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Chapter 6: Planning Sales Dialogues and Presentations
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138 Verified Questions
138 Flashcards
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Sample Questions
Q1) Which of the following types of sales communications formats is most likely to be associated with telemarketing?
A) Directed sales presentation
B) Written sales presentation
C) Organized sales presentation
D) Canned sales presentation
E) Motivational sales presentation
Q2) Written sales proposals are designed to motivate the buyer to commit to the seller's proposed solution (i.e., make a purchase).To facilitate the purchase process, each written sales proposal should contain a(n)____.
A) Executive summary
B) Pricing and sales agreement
C) Company description
D) Suggested action and timetable
E) Both b and d are important
Q3) The most popular method for setting appointments is by telephone.
A)True
B)False
Q4) The first part of a written sales proposal is a/an _____________________.
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Chapter 7: Sales Dialogue: Creating and Communicating Value
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133 Verified Questions
133 Flashcards
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Sample Questions
Q1) Features represent the value a product produces.
A)True
B)False
Q2) Presentation tools and sales aids can help salespeople generate interest in the recommended solution.
A)True
B)False
Q3) Which of the following is not one of the keys to effective sales dialogue?
A) Engage and involve the buyer
B) Encourage buyer feedback
C) Plan and practice sales dialogue
D) Focus on creating value for the buyer
E) Each of the above is one of the keys to effective sales dialogue.
Q4) Sales aids in electronic format such as slides, videos, or multimedia presentations are referred to as _________ materials.
Q5) The benefits the buyer indicates are important and represent value are called
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Q6) _____________are facts that lend credibility to product claims and are used as proof providers.
Chapter 8: Addressing Concerns and Earning Commitment
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138 Verified Questions
138 Flashcards
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Sample Questions
Q1) A salesperson counterbalancing the objection with an offsetting benefit is using the _____________method of handling objections.
Q2) "Always Be Closing" is a good motto for salespeople involved in relational selling.
A)True
B)False
Q3) A buyer expressing concern about the product's ability to function properly is raising which type of objection?
A) Forestalling
B) Price
C) No need
D) Product related
E) Service related
Q4) One of the reasons (provided the text)that prospects raise objections is "the salesperson has failed to prospect and ______________an properly)."
Q5) The most common form of buyer resistance is the ___________objection.
Q6) The first step in the LAARC method for handling resistance is to ___________.
Q7) "The equipment I have is still good" reflects the expression of a _____________objection.
10
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Chapter 9: Expanding Customer Relations
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140 Verified Questions
140 Flashcards
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Sample Questions
Q1) ____________is the desire of a salesperson to service customers each day.
Q2) Which of the following is not a method a salesperson might use to expand collaborative involvement between the selling organization and the customer's organization?
A) Hosting a week-long series of seminars for the customer's organization
B) Initiating and enhancing relationships between multiple key individuals in both organizations
C) Refer the customer to customer service when complaints arise so that the customer will get know the customer service agents
D) Host social engagements to allow key individuals from both organizations get to know each other
E) All of the above are ways to expand collaborative involvement
Q3) When resolving complaints, salespeople should focus on what they can do rather than what they can't do for the customer. A)True B)False
Q4) CRM is an acronym for _______________
Q5) One of the ways to ensure customer satisfaction is to ___________the customer after the sale.
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Chapter 10: Adding Value: Self-Leadership and Teamwork
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154 Verified Questions
154 Flashcards
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Sample Questions
Q1) The first stage of Self-Leadership is _____________________.
Q2) Which of the following is not one of the four levels at which salespeople should establish goals?
A) Company goals
B) Personal goals
C) Sales call goals
D) Account goals
E) Territory goals
Q3) One of the six teamwork skills salespeople must learn to and sincerely apply in their process of building internal partnerships is the ability "___________ sincerely when a mistake is made."
Q4) An important part of self-leadership is the ability to perform an effective self-assessment.
A)True
B)False
Q5) A salesperson wanting a more insightful classification method should use portfolio analysis rather than single-factor analysis.
A)True
B)False
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Chapter 11: Sales Management and Sales 20
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186 Verified Questions
186 Flashcards
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Sample Questions
Q1) Career fairs are common external sources of job candidates used to fill open positions.
A)True
B)False
Q2) Sales ___________refers to activities that influence others to achieve shared goals to advance the organization.
Q3) The ability to employ activities that influence others to achieve shared goals that advance the organization is referred to as:
A) Sales leadership
B) Sales management
C) Sales supervision
D) Sales control
E) None of the above
Q4) Generally speaking, District Managers would report directly to Field Sales Managers.
A)True
B)False
Q5) _____________is a written summary of the job.
Q6) CRM stands for __________________________________________.
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