Personal Selling Final Exam
Course Introduction
Personal Selling explores the principles, techniques, and strategies involved in building customer relationships and effectively selling products and services in a variety of business contexts. The course covers the personal selling process, including prospecting, needs assessment, presentation, handling objections, closing sales, and follow-up. Emphasis is placed on developing communication skills, ethical sales practices, customer trust, and understanding buyer behavior. Through role plays, case studies, and real-world examples, students learn to apply persuasive techniques, tailor sales approaches to different customers, and utilize technology in the selling process.
Recommended Textbook
SELL 5th Edition by Thomas N. Ingram
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10 Chapters
585 Verified Questions
585 Flashcards
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Page 2
Chapter 1: Overview of Personal Selling
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62 Verified Questions
62 Flashcards
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Sample Questions
Q1) Susan's customers are always concerned about what they are receiving in exchange for what they are paying.They are concerned about the ways in which Susan is helping them achieve their strategic goals and how she is helping them save money.In this context,Susan's prospects are concerned about _____.
A)marketing
B)personal selling
C)customer value
D)marketing communications
E)advertising
Answer: C
Q2) Which of the following five views of personal selling is considered to be the simplest?
A)Stimulus response selling
B)Need satisfaction selling
C)Consultative selling
D)Mental states selling
E)Problem-solving selling
Answer: A
Q3) Existing business salespeople are in direct contrast to _________.
Answer: new-business salespeople
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Page 3
Chapter 2: Building Trust and Sales Ethics
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60 Verified Questions
60 Flashcards
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Sample Questions
Q1) Which of the following statements is true of ethical standards?
A)Ethical standards are not influenced by a person's code of conduct.
B)Ethical standards for a profession are based on society's standards.
C)Ethical standards are legal standards as per the definition of the term.
D)Ethical standards are not reflective of a person's culture.
E)Ethical standards have not yet been adopted by the sales profession.
Answer: B
Q2) Salespeople are often faced with quota pressure from their managers.Under these circumstances,which of the following practices by a salesperson is most likely to be considered an example of ethical behavior?
A)Exaggerating product benefits
B)Withholding relevant information from a customer
C)Providing answers to questions to which he or she does not know the answer
D)Lying about the competitor's product
E)Explaining the cons of a recommended product
Answer: E
Q3) Probably the most oversold form of technology in buyer-seller communication is
Answer: voice mail
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Page 4
Chapter 3: Understanding Buyers
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71 Verified Questions
71 Flashcards
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Sample Questions
Q1) Due to an increase in the usage of information technology in the buying process:
A)postsale services are reduced.
B)order times are increased.
C)overall cycle times are increased.
D)shipping times are increased.
E)mistakes are minimized.
Answer: E
Q2) Conformance to specifications is an example of a psychological attribute. A)True
B)False
Answer: False
Q3) In the context of purchasing decisions,the newness of a problem or need is lowest in
Answer: straight rebuy decisions
Q4) The first step in applying the multiattribute model is to assess the relative importance of each characteristic specified by suppliers. A)True
B)False
Answer: False
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Chapter 4: Communication Skills
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56 Flashcards
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Sample Questions
Q1) Written communication skills is not one of the critical capabilities for effective selling.
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) In order to collect important information concerning the needs of a buyer,a salesperson should utilize tactical questions.
A)True
B)False
Q4) Which of the following can be done by salespeople to send strong signals of interest and understanding to potential buyers?
A)Avoiding eye contact with the sender
B)Restating and paraphrasing the sender's message
C)Avoiding asking questions once the sender's message is received
D)Avoiding smiling and nodding when the sender is speaking
E)Evaluating the message after the sender is through speaking
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Chapter 5: Strategic Prospecting and Preparing for Sales Dialogue
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50 Verified Questions
50 Flashcards
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Sample Questions
Q1) Which of the following is considered specific information about the selling situation?
A)The hobbies and interests of a prospect
B)The communication style of the prospect
C)The educational and work background of the prospect
D)The contact information of the prospect
E)The available budget of the prospect
Q2) Zoey is a salesperson who is meeting a prospect after a successful cold call.Zoey has collected most of the basic information about her prospect already.The best way for her to now gather additional information about her prospect is:
A)by questioning the prospect during sales dialogues.
B)by using social media websites as a source of information.
C)by learning about the products and services offered by the prospect's company.
D)by searching for information online and in print directories.
E)by developing and following a strategic prospecting plan.
Q3) _________ is a source of locating prospects whereby the prospect calls the company to get information.
Q4) Information about customers in a company database is referred to as _________.
Q5) A salesperson's plan for gathering qualified prospects is called a(n)_________.
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Chapter 6: Planning Sales Dialogues and Presentations
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Sample Questions
Q1) Customer value propositions should be specific with respect to tangible outcomes.
A)True
B)False
Q2) In the context of planning sales dialogues and presentations,which of the following statements is true?
A)It is essential to uncover the emotional buying needs of a buyer before planning sales dialogues and presentations.
B)It is essential to understand the competitive situation while planning sales dialogues and presentations.
C)It is essential to plan sales dialogues and presentations before questioning a buyer using the ADAPT questioning system.
D)It is essential to plan the sales dialogue and presentation in a manner that takes up most of the buyer's time.
E)It is essential to plan the sales dialogue and presentation in a manner that ensures the salesperson gets to speak most of the time.
Q3) The last section of a written sales proposal is _________.
Q4) _________ allow flexibility to adapt to buyer feedback.
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Chapter 7: Sales Dialogue: Creating and Communication
Value
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52 Verified Questions
52 Flashcards
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Sample Questions
Q1) While examples may be hypothetical,anecdotes are not.
A)True
B)False
Q2) The process of presenting one's product or service to individual buyers before a major sales dialogue with a group of buyers is known as _________.
Q3) Hailey,a salesperson,is presenting a sales dialogue to the buyers from Harter Tech,who want to buy a new range of copiers from Hailey's company.Hailey has found that some of the added features of the product are valued by the buyers.In this scenario,Hailey has identified the _____ of the copier.
A)potential benefit
B)confirmed benefit
C)value proposition
D)hidden feature
E)response check
Q4) The use of electronic materials,such as multimedia presentations,should be avoided during presentations because they tend to be very distracting.
A)True
B)False
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Chapter 8: Addressing Concerns and Earning Commitment
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Sample Questions
Q1) Sales resistance is not a normal part of the sales process.
A)True
B)False
Q2) A salesperson attempting to soften the blow in correcting the prospect's information is using the _________ method of handling objections.
Q3) Alan,a salesperson for Wabbi Industrial Equipment,finds most of his customers express resistance based on the fact that Wabbi's delivery time is one week longer than most of its competitors.Alan usually handles that resistance by reviewing with the customers all of the confirmed benefits that the product provides.Alan is using the _____ method for handling resistance.
A)forestalling
B)direct denial
C)translation
D)questioning
E)compensation
Q4) The assumptive close method for gaining commitment makes the assumption that the buyer wants to make a purchase.
A)True
B)False
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Chapter 9: Expanding Customer Relationships
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58 Flashcards
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Sample Questions
Q1) Natalie is a salesperson for a company that manufactures office supplies.Which of the following activities is appropriate for Natalie to engage in if she is interested in converting her customers into highly committed lifetime customers?
A)Handling complaints when possible
B)Adding value to the selling organization
C)Processing requests for rush deliveries willingly
D)Cutting the price as often as possible
E)Passing customer complaints to higher authorities
Q2) Mathew has called the customer service department of one of his suppliers to make a complaint.The customer service agent acts indifferently toward Mathew's problem but agrees to resolve the issue.In this scenario,the customer service agent should:
A)not have resolved the issue until he or she had the whole story.
B)have been more empathetic to Mathew's situation.
C)have asked Mathew more questions.
D)have agreed to Mathew's demands at the start of the conversation.
E)have asked Mathew to speak to his supervisor.
Q3) The four sequential components of effective follow-up include interact,_________,know,and relate.
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Chapter 10: Adding Value: Self-Leadership and Teamwork
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73 Flashcards
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Sample Questions
Q1) The use of Internet- and intranet-based technologies:
A)fails to build customer relationships.
B)decreases productivity.
C)increases sales meeting durations.
D)shortens the sales cycle.
E)circumvents the need for sales presentations.
Q2) Properly developed goals should be:
A)generic and unspecific.
B)exaggerated.
C)time specific.
D)ambiguous and not challenging.
E)unmeasurable.
Q3) Which of the following is a feature of portfolio analysis?
A)It is less complex compared to ABC analysis.
B)It is a highly rigid system.
C)It uses only one factor for analysis.
D)It is represented in the form of a matrix.
E)It excludes the competitive position of the seller.
Q4) In the context of a territory routing plan,the _________ moves in concentric circles that spirals across the territory.
Page 12
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