Personal Selling
Exam Materials
Course Introduction
Personal Selling is a comprehensive course that explores the principles, techniques, and strategies involved in building effective one-on-one customer relationships to drive sales success. Students will learn about the consultative selling process, prospecting, understanding buyer behavior, sales presentations, handling objections, closing techniques, and post-sale follow-up. The course emphasizes practical skills such as communication, active listening, and relationship building, enabling students to apply ethical and customer-oriented approaches in diverse sales environments. Real-world scenarios, role-playing exercises, and case studies help students gain confidence and proficiency in personal selling, preparing them for dynamic careers in sales and customer relationship management.
Recommended Textbook
SELL 4th Edition by Thomas N. Ingram
Available Study Resources on Quizplus 11 Chapters
1522 Verified Questions
1522 Flashcards
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Chapter 1: Overview of Personal Selling
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126 Verified Questions
126 Flashcards
Source URL: https://quizplus.com/quiz/11530
Sample Questions
Q1) One of the key roles that salespeople client in society is the distribution of knowledge about new technology. In other words, salespeople helped with the
A) Growth of revenue
B) Diffusion of innovation
C) Market research process
D) Distribution of products
E) None of the above.
Answer: B
Q2) In consultative selling, salespeople fulfill three primary roles: strategic orchestrator, business consultant, and order-taker.
A)True
B)False
Answer: False
Q3) Consumers who are likely to be early adopters of an innovation often rely on the salesperson as a secondary source of information.
A)True
B)False
Answer: False
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Page 3
Chapter 2: Building Trust and Sales Ethics
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109 Verified Questions
109 Flashcards
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Sample Questions
Q1) Andrew is a new sales rep for an industrial chemical supplier.Andrew makes it a point to never be late for an appointment and to always follow through immediately on promises he makes to his customers.These behaviors help Andrew build trust with his customers because they perceive him as:
A) An expert
B) Candid
C) Dependable
D) Competent
E) Helpful
Answer: C
Q2) Maintaining high ethical standards is important if one is to be considered a professional.
A)True
B)False
Answer: True
Q3) ____________refers to a state of being completely free from concealment: exposed to general view or knowledge.
Answer: Openness
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Chapter 3: Understanding Buyers
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143 Verified Questions
143 Flashcards
Source URL: https://quizplus.com/quiz/11532
Sample Questions
Q1) _______________refers to the level of feelings and sociability an individual openly displays.
Answer: Responsiveness
Q2) Sharon has quit her job selling vacuum cleaners door-to-door.Now, she is selling industrial equipment to businesses.Which of the following is one of the changes she can expect?
A) She will call on fewer customers.
B) She will have to deal with fewer problems.
C) Her job will be much easier.
D) She will have much less control of her time.
E) All of the above are changes she can expect.
Answer: A
Q3) _______________refers to the degree to which a person holds opinions about issues and attempts to dominate or control situations by directing the thoughts and actions of others.
Answer: Assertiveness
Q4) _________________ refers to a purchase decision resulting from an ongoing purchasing relationship with a supplier.
Answer: Straight Rebuy
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Chapter 4: Communication Skills
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134 Verified Questions
134 Flashcards
Source URL: https://quizplus.com/quiz/11533
Sample Questions
Q1) In our culture, crossed arms are often an indication of defensiveness.
A)True
B)False
Q2) Salespeople often combine different types of questions to accomplish multiple and closely related sales objectives.
A)True
B)False
Q3) After sensing and interpreting a message, the salesperson should begin evaluating the message before responding to it.
A)True
B)False
Q4) Salespeople need to possess effective trust-based sales communications skills so that they:
A) Can do a better job of asking for the order.
B) Are better able to identify buying needs and accurately convey proposed solutions.
C) Are better able to communicate to the selling organization.
D) Have an advantage over their customers.
E) Both the b and d are correct.
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Chapter 5: Strategic Prospecting and Preparing for Sales Dialogue
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121 Verified Questions
121 Flashcards
Source URL: https://quizplus.com/quiz/11534
Sample Questions
Q1) Although prospecting is important, most salespeople will need to limit the amount of time they spend doing it.
A)True
B)False
Q2) Natalie has been a salesperson for the past two years. A big part of her job is prospecting, yet she doesn't seem to have a good idea of how her prospecting methods are working. Natalie should develop a:
A) Referral list
B) Tracking system
C) List of lead generation methods
D) List of prospecting methods
E) A list of customers who provide her referrals
Q3) A _________ is a name of a company or person given to the salesperson as a lead by a customer or even a prospect who did not buy at this time.
Q4) One of the key advantages of trade shows is the generation of good leads.
A)True
B)False
Q5) ________________salespeople refers to a salesperson selling noncompeting products.
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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) A telemarketing organization would probably want its salespeople to use a ____.
A) Directed sales presentation
B) Canned sales presentation
C) Written sales presentation
D) Organized sales presentation
E) Motivational sales presentation
Q2) A sales call is an in-person meeting between a salesperson or sales team and one or more buyers to discuss business.
A)True
B)False
Q3) Salespeople should propose and agenda for the sales call but be flexible enough to revise the agenda during the sales call.
A)True
B)False
Q4) 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
Q5) The T in ADAPT stands for ________________ questions.
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Chapter 7: Sales Dialogue: Creating and Communicating Value
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133 Verified Questions
133 Flashcards
Source URL: https://quizplus.com/quiz/11536
Sample Questions
Q1) Case histories are usually fictitious.
A)True
B)False
Q2) SPES Sequence is a tool for helping salespeople better manage sales aids in the presentation.
A)True
B)False
Q3) A/an ________________is a special and useful form of comparison that explains one thing in terms of another.
Q4) A salesperson will use analogies to add interest and clarity to a presentation.
A)True
B)False
Q5) The second "S" in the SPES Sequence stands for ____.
A) Seek confirmation of benefits
B) Solve the buyer's problems
C) Summarize
D) Sort the needs in order of priority
E) None of the above
Q6) A statement that points out and illustrates the similarities between two points is called a/an ____________. Page 9
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Page 10
Chapter 8: Addressing Concerns and Earning Commitment
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138 Verified Questions
138 Flashcards
Source URL: https://quizplus.com/quiz/11537
Sample Questions
Q1) Just before moving into the securing commitment and closing stage, a salesperson should ____.
A) Review with the customer all of the product's features and benefits
B) Summarize the confirmed benefits
C) Disclose the price of the product
D) Remind the customer of their concerns
E) All of the above are accurate
Q2) Mike is a sales rep for an industrial equipment company.Mike can expect sales resistance when ____.
A) The buyer wants to avoid the sales interview
B) The prospect lacks information.
C) The buyer simply resists change
D) The he has failed to prospect properly.
E) All of the above are correct.
Q3) Which of the following is not a common reason why prospects raise objections?
A) The prospect wants to avoid the sales interview
B) Objecting is a matter of custom
C) The prospect fails to recognize the need
D) The prospect lacks information
E) All of the above are common reasons why prospects raise objections.
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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) One of the ways to ensure customer satisfaction is to ___________the customer after the sale.
Q2) Kim is a salesperson who is able to use her knowledge of her customers and their industries to create value-added interactions and generate meaningful relationships between her and her customers. Which of the four sequential components of effective follow-up is Kim utilizing?
A) Interact
B) Connect
C) Understand
D) Relate
E) Encourage
Q3) 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
Q4) CRM is an acronym for
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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 process of doing the right things and doing them well is called ____.
A) Setting objectives
B) Self-leadership
C) Setting goals
D) Territory management
E) Sales management
Q2) High performing salespeople with strong self-leadership skills:
A) Treat time as a valuable and irreplaceable resource
B) Rarely plan out their days because sales requires schedule flexibility
C) Leave at least two hours open in their daily schedules because sales requires schedule flexibility
D) Often have trouble because they try to squeeze to many appointments into each day
E) Are known for working harder not smarter
Q3) Goals should be __________ and quantifiable.
Q4) When a team member makes a mistake, he/she should apologize even if it's insincere.
A)True
B)False
Q5) The first stage of Self-Leadership is _____________________.
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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/11540
Sample Questions
Q1) The most widely used system for dividing responsibility is to organize the sales force by markets served.
A)True
B)False
Q2) Sales organization effectiveness is an overall assessment of how well the sales organization achieved its goals and objectives.
A)True
B)False
Q3) The ____________ focused organizational structure has as its disadvantages high cost, geographic duplication, and customer duplication.
Q4) An examination of the tasks, duties, and responsibilities of the sales job is called a job analysis.
A)True
B)False
Q5) In order to have effective sales leadership skills, one must be a sales manager. A)True
B)False
Q6) _____________is a written summary of the job.
Q7) CRM stands for __________________________________________.
Page 14
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