Personal Selling Exam Bank
Course Introduction
Personal Selling is a course designed to introduce students to the principles, techniques, and strategies involved in direct sales interactions. The course explores the sales process, including prospecting, needs assessment, presentation, handling objections, closing, and follow-up. Students will learn how to build and maintain customer relationships, communicate effectively, and adapt sales approaches to different buyers and industries. Emphasis is placed on ethical selling practices, understanding buyer behavior, and using technology in the sales process. Practical exercises, case studies, and role-playing activities are incorporated to develop essential selling and interpersonal skills vital for success in personal selling careers.
Recommended Textbook
SELL 2 2nd Edition by Thomas N. Ingram
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11 Chapters
1372 Verified Questions
1372 Flashcards
Source URL: https://quizplus.com/study-set/946 Page 2
Chapter 1: Overview of Personal Selling
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103 Verified Questions
103 Flashcards
Source URL: https://quizplus.com/quiz/18612
Sample Questions
Q1) According to the text, when salespeople alter their sales messages and behaviors during a sales presentation or as they encounter different sales situations they are using:
A) Value-based selling.
B) Response selling.
C) Interactive selling.
D) Adaptive selling.
E) Situational selling.
Answer: D
Q2) Which of the following is not part of the sales process model outlined in the text?
A) Salesperson attributes
B) Selling situation
C) Initiating customer relationships
D) Developing customer relationships
E) Enhancing customer relationships
Answer: B
Q3) The role fulfilled by salespeople that brings in revenue or income to the firm or company is called _______________
Answer: Revenue Producers
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3
Chapter 2: Building Trust and Sales Ethics
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107 Verified Questions
107 Flashcards
Source URL: https://quizplus.com/quiz/18613
Sample Questions
Q1) Trust and honesty mean about the same thing.
A)True
B)False
Answer: False
Q2) ______________refers to a way a salesperson can create product liability by making a claim about a product without exercising reasonable care to see that this claim is accurate.
Answer: Negligence
Q3) Salespeople need only be concerned with knowing their customers, and not the market in which their customers operate.
A)True
B)False
Answer: False
Q4) Voice mail is probably the best way for salespeople to be accessible to every one of their customers.
A)True
B)False
Answer: False
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Page 4
Chapter 3: Understanding Buyers
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129 Verified Questions
129 Flashcards
Source URL: https://quizplus.com/quiz/18614
Sample Questions
Q1) If a buyer mistakenly believes that a competitor's offering has higher level attributes or qualities than it actually does, the salesperson should attempt to:
A) Alter the buyer's beliefs about the competitor's offering
B) Reassure the buyer that your product is superior
C) Alter the importance weights the buyer's using
D) Describe the difficulties the buyer will have if they choose the competitor's offer
E) Both b and d
Answer: A
Q2) One of the major trends affecting purchasing is supply chain management.
A)True
B)False
Answer: True
Q3) The least important member of the buying team is the Gatekeeper.
A)True
B)False
Answer: False
Q4) RFP stands for _________________________________________.
Answer: Request for Proposal
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Chapter 4: Communication Skills
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126 Verified Questions
126 Flashcards
Source URL: https://quizplus.com/quiz/18615
Sample Questions
Q1) Premature evaluation of what the buyer is saying often prevents the salesperson from being an effective communicator.
A)True
B)False
Q2) Suppose a salesperson is interested in learning how to listen not only to what the buyer is saying, but how the buyer is saying it. The salesperson should probably work on his/her what?
A) Questioning skills
B) Active listening skills
C) Serious listening skills
D) Nonverbal language interpretation skills (NLIS)
E) Nonverbal communication skills
Q3) One of the objectives of strategic questioning is to generate ________________________.
Q4) ____________questions are used to shift or redirect the topic of discussion when the discussion gets off course or when a line of questioning proves to be of little interest or value.
Q5) One of the objectives of strategic questioning is to ____________ thinking.
Q6) The social zone ranges from ______ to _______feet.
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Chapter 5: Strategic Prospecting and Preparing for Sales Dialogue
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110 Verified Questions
110 Flashcards
Source URL: https://quizplus.com/quiz/18616
Sample Questions
Q1) Why is it important for most salespeople to spend at least some time prospecting?
A) Because finding new customers is easier than keeping existing customers.
B) Because it is likely that they will lose some of their existing customers over time.
C) Because the existing customer base may not be sufficient to generate desired future revenues.
D) All the above are correct.
E) Both b and c are correct.
Q2) Leads that meet or exceed screening criteria established by the salesperson or the sales organization are called what?
A) Sales leads
B) Qualified prospects or sales prospects
C) Decision makers
D) Hot prospects
E) Certified Sales Leads (CSL)
Q3) A tracking system is important to prospecting, but not part of the strategic prospecting plan.
A)True
B)False
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Chapter 6: Planning Sales Dialogues and Presentations
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113 Verified Questions
113 Flashcards
Source URL: https://quizplus.com/quiz/18617
Sample Questions
Q1) The first part of a written sales proposal is a/an _____________________.
Q2) Customer Value Propositions are created to overcome price objections.
A)True
B)False
Q3) Features provide benefits, and benefits address buying motives.
A)True
B)False
Q4) Salespeople modify organized presentations based on the needs of the customers.
A)True
B)False
Q5) "I am looking for ways to improve our image" is an example of an rational buying motive.
A)True
B)False
Q6) One of the disadvantages of using Customer Value Propositions is that they are meant to be complex and therefore, difficult to understand.
A)True
B)False
Q7) The last section of a written sales proposal is the _____________________.
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Chapter 7: Sales Dialogue: Creating and Communicating Value
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131 Verified Questions
131 Flashcards
Source URL: https://quizplus.com/quiz/18618
Sample Questions
Q1) A comparison is a statement that points out and illustrates the similarities between two points.
A)True
B)False
Q2) When preparing to conduct a product demonstration, a salesperson should remember ____.
A) To assure the appearance of the product is neat and clean
B) To check for problem-free operation
C) To anticipate problems and have back-up or replacement parts on hand
D) None of the above are correct
E) A, b, and c are correct
Q3) Which of the following tips is most accurate with respect to selling to groups?
A) Make sure to identify and focus on the decision maker.
B) For dramatic affect make sure to enter the meeting room only after everyone else is in attendance.
C) Make sure all members of the group feel that their opinions are valuable.
D) After the group meeting is over, try to get the decision maker before he/she leaves the room.
E) B and D are correct
Q4) An anecdote is a specific type of a/an __________________
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Chapter 8: Addressing Concerns and Earning Commitment
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116 Verified Questions
116 Flashcards
Source URL: https://quizplus.com/quiz/18619
Sample Questions
Q1) "A maintenance agreement should be included" reflects the expression of a _____________objection.
Q2) A salesperson asking the buyer "Do you see how this product will benefit your organization?" is using a ____.
A) Commitment signal
B) Objection
C) Trial commitment
D) Confirmed benefit
E) None of the above are accurate
Q3) Acknowledging a buyer's expressed concern is important because doing so ____.
A) Demonstrates understanding
B) Gives the salesperson time to begin assessing the resistance
C) Paves the way for telling the customer he or she is wrong
D) Both A and B
E) None of the above is correct.
Q4) __________________ choice is a selling technique in which the salesperson asks the prospect to select from two or more choices during a sales presentation.
Q5) A ___________objection is resistance to a product in which the buyer says that he or she does not need the product.
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Chapter 9: Expanding Customer Relations
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114 Verified Questions
114 Flashcards
Source URL: https://quizplus.com/quiz/18620
Sample Questions
Q1) Which of the following is not one of the expectations customers have when dealing with customer service personnel?
A) Assurance
B) Empathy
C) Capitulation
D) Resolution of complaints
E) All the above
Q2) Before implementing a solution, the salesperson should seek the buyer's agreement that the solution will resolve the complaint.
A)True
B)False
Q3) Although not to be used alone, a handwritten thank you card to a customer is always a good form of customer follow-up.
A)True
B)False
Q4) For the relational salesperson, it's safe to say that the real work does not begin until after the order is signed.
A)True
B)False
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Chapter 10: Adding Value: Self Leadership and Teamwork
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137 Verified Questions
137 Flashcards
Source URL: https://quizplus.com/quiz/18621
Sample Questions
Q1) Salespeople should base their daily plans on their what?
A) Annual plans
B) Sales call goals
C) Weekly plans
D) Daily budget
E) Daily sales revenue goals
Q2) During the process of account classification, it is not uncommon for salespeople to find ________?
A) 60 percent of their customers generate 30 percent of their sales potential.
B) 20 percent of their customers generate 80 percent of their sale potential.
C) 50 percent of their customers are high volume customers and 50 percent are low volume customers.
D) most accounts can be classified into one of two categories.
E) several accounts that generate little sales potential and even fewer that generate high sales potential.
Q3) Keeping commitments is essential for successful teamwork.
A)True
B)False
Q4) Goals should be __________ and quantifiable.
Q5) CRM stands for _________________________________________.
12
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Chapter 11: Sales Management and Sales 20
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186 Verified Questions
186 Flashcards
Source URL: https://quizplus.com/quiz/18622
Sample Questions
Q1) The ____________ focused organizational structure has as its disadvantages high cost, geographic duplication, and customer duplication.
Q2) The first step of the sales training process is?
A) Set training objectives
B) Design sales training programs
C) Evaluate training alternatives
D) Assess sales training needs
E) None of the above
Q3) Jerome is looking to integrate customer-driven processes into his information system so that he can work with his customers to co-create value. Jerome should be looking at Sales 2.0 technology.
A)True
B)False
Q4) Brandi is a sales manager focusing on outcomes. She motivates her salespeople by offering rewards for good performance and threatening punishments for poor performance. Sandy has a transactional leadership style.
A)True
B)False
Q5) CRM stands for __________________________________________.
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