Personal Selling
Mock Exam
Course Introduction
Personal Selling is a course designed to provide students with a comprehensive understanding of the principles, techniques, and strategies involved in the personal selling process. The course explores the role of personal selling within the broader context of marketing, emphasizing effective communication, relationship building, and ethical considerations. Students learn how to identify customer needs, present solutions, handle objections, and close sales through practical exercises, simulations, and case studies. By the end of the course, students will be equipped with the skills necessary to excel in various sales environments and contribute meaningfully to organizational success.
Recommended Textbook
Relationship Selling 3rd Edition by Mark Johnston
Available Study Resources on Quizplus
14 Chapters
1048 Verified Questions
1048 Flashcards
Source URL: https://quizplus.com/study-set/2450 Page 2
Chapter 1: Introduction to Relationship Selling
Available Study Resources on Quizplus for this Chatper
75 Verified Questions
75 Flashcards
Source URL: https://quizplus.com/quiz/48692
Sample Questions
Q1) Almost every sales person knows they will face customer objections.What types of objections should a sales person anticipate?
Answer: Price,delivery,terms of agreement,and timing all are areas where customer objections occur.
Q2) When a sales manager changes the incentive system used for rewarding employees,it will likely cause them to change their:
A)Cadence.
B)Effort.
C)Customer delight.
D)Cultural values.
Answer: B
Q3) Customers don't appreciate the "salesperson as a _________" explanation when something goes wrong.
Answer: Victim.
Q4) A salesperson should stop by a customer's office to socialize,even if it takes some of the customer's time.
A)True
B)False
Answer: False
To view all questions and flashcards with answers, click on the resource link above. Page 3
Chapter 2: Using Information to Understand Sellers and Buyers
Available Study Resources on Quizplus for this Chatper
74 Verified Questions
74 Flashcards
Source URL: https://quizplus.com/quiz/48693
Sample Questions
Q1) The key to successful team selling structure is developing a team that:
A)Knows everything.
B)Knows everyone.
C)Meets customer needs.
D)All of the choices are correct.
Answer: C
Q2) Gerald is a sales manager for a company selling to the military.He often puts together a team to sell to the military buying center.He finds team selling:
A)Is less expensive than individual selling.
B)Creates problems with coordination.
C)Reduces overall organizational commitment.
D)All of the choices are correct.
Answer: B
Q3) What are the main advantages to careers in selling?
Answer: The main advantages are autonomy,financial rewards,favorable working conditions and excellent opportunities for career development.
Q4) Why is creativity important on the job?
Answer: It can make a job easier and improve productivity.It leaves the door open for improvement.
4
To view all questions and flashcards with answers, click on the resource link above.
Chapter 3: Value Creation in Buyer-Seller Relationships
Available Study Resources on Quizplus for this Chatper
73 Verified Questions
73 Flashcards
Source URL: https://quizplus.com/quiz/48694
Sample Questions
Q1) How can a salesperson sell product quality?
Answer: Eight critical dimensions of product quality can add to the value proposition including: Performance Features Reliability Conformance Durability Serviceability
Aesthetics Perceived quality
Q2) A well executed and integrated marketing mix:
A)Reduces the need for replacement parts.
B)Allows companies to eliminate expensive,external sales people.
C)Makes value-added selling easier.
D)All of the choices are correct.
Answer: C
Q3) ______________ is one way to sell based on professionalism.
A)Clear and concise correspondence.
B)Clearly labeled products.
C)Regularly offered discounts
D)All of the choices are correct.
Answer: A
Q4) How can brand equity be used as part of a value proposition?
Answer: Brand equity is like goodwill on a balance sheet.Brand knowledge,reputation,and insistence make selling easier.
To view all questions and flashcards with answers, click on the resource link above. Page 5
Chapter 4: Ethical and Legal Issues in Relationship Selling
Available Study Resources on Quizplus for this Chatper
75 Verified Questions
75 Flashcards
Source URL: https://quizplus.com/quiz/48695
Sample Questions
Q1) The most significant set of laws affecting selling are defined in the:
A)Uniform Commercial Code.
B)Foreign Corrupt Practices Act.
C)Racketeer Influenced Corrupt Organization Act
D)Caveat Emptor Doctrine.
Q2) In addition to the Uniform Commercial Code,a number of federal laws have been passed that affect selling,including:
A)The Sherman Anti-Trust Act.
B)The Clayton Act.
C)The Robinson-Patman Act.
D)All of the choices are correct.
Q3) When interacting with a customer,a good rule of thumb when you encounter a competitor's product is to:
A)Deride it as much as possible.
B)Steer clear of the competitor's product.
C)Offer constructive suggestions regarding how it could be improved.
D)All of the choices are correct.
Q4) What is the difference between slander and libel?
Q5) What three ethical issues do managers often have to deal with in their relationship with salespeople?
To view all questions and flashcards with answers, click on the resource link above. Page 6
Chapter 5: Prospecting and Sales Call Planning
Available Study Resources on Quizplus for this Chatper
75 Verified Questions
75 Flashcards
Source URL: https://quizplus.com/quiz/48696
Sample Questions
Q1) When joining professional and civic groups a salesperson should:
A)Only join those in which he or she is truly interested.
B)Only join those that are prestigious.
C)Only join those that will return the most leads for your time and effort.
D)Join as many as possible.
Q2) Sales managers know many sales people struggle with call reluctance.What strategies can be used to help salespeople overcome call reluctance?
Q3) The criteria applied to qualify potential prospects are consistent among companies in any industry.
A)True
B)False
Q4) Maria is a well-established saleswoman.She has numerous repeat buyers but knows she needs to prospect because her current customers:
A)Might get into financial trouble.
B)Might leave their firm or change positions.
C)Might move to a different salesperson's territory
D)All of the choices are correct.
Q5) Why do even successful,well-established salespeople need to prospect?
Q6) Where can salespeople find prospects?
Page 7
To view all questions and flashcards with answers, click on the resource link above.
Chapter 6: Communicating the Sales Message
Available Study Resources on Quizplus for this Chatper
76 Verified Questions
76 Flashcards
Source URL: https://quizplus.com/quiz/48697
Sample Questions
Q1) The goal of a sales presentation is to:
A)Make the sale.
B)Create a friendship.
C)Create a strong value proposition.
D)Provide support for the buying decision.
Q2) Brendan is developing a need satisfaction sales presentation to be used by his sales staff.The key to a successful need satisfaction sales presentation is:
A)The right combination of questions.
B)Listening.
C)Analysis.
D)All of the choices are correct.
Q3) Ryan works closely with customers assessing their current situation,goals,and problems.The advantages of this assessment sales approach are it is:
A)Avoids asking questions and is more profitable for transactional sales.
B)Follows a formula and almost always creates a sales opportunity.
C)Relatively non-threatening and provides a summary that can be shared with the customer.
D)Takes less time and is easy to memorize.
Q4) What are the advantages of demonstrations in sales presentations?
To view all questions and flashcards with answers, click on the resource link above. Page 8
Chapter 7: Negotiating for Win-Win Solutions
Available Study Resources on Quizplus for this Chatper
76 Verified Questions
76 Flashcards
Source URL: https://quizplus.com/quiz/48698
Sample Questions
Q1) Rhonda is trying to get a customer to switch to her company's accounting software.She knows she will have to clearly define her product's_________________ so the customer will understand her value proposition.
A)Price.
B)Delivery schedule.
C)History and technical qualities.
D)Features,advantages,and benefits.
Q2) The weakness associated with the feel-felt-found technique is it:
A)Creates an image of insincerity.
B)Is not as effective as direct denial.
C)Offers too many facts.
D)Is an old technique known by professional buyers.
Q3) Nick often has trouble during the price negotiation phase of a sales presentation.He needs to remember that value is a function of price and:
A)Perceived benefits.
B)Costs.
C)Customer's bankroll.
D)Indirect demand.
Q4) What are the two types of customer objections regarding a salesperson's company?
To view all questions and flashcards with answers, click on the resource link above. Page 9
Chapter 8: Closing the Sale and Follow-Up
Available Study Resources on Quizplus for this Chatper
75 Verified Questions
75 Flashcards
Source URL: https://quizplus.com/quiz/48699
Sample Questions
Q1) "What color do you prefer?" is an example of a ______________ close.
A)Assumptive.
B)Alternative choice.
C)Minor point.
D)Direct.
Q2) Robert tells the prospect that this is the only car in that model that the dealership will receive this month.Robert is using a _____________ closing.
A)Direct.
B)Summary-of benefits.
C)Balance sheet.
D)Buy-now.
Q3) Which of the following closing mistakes can result in a lost sale after the buyer has already made a commitment?
A)Harboring a bad attitude.
B)Uncertainty about what to do after the close.
C)Talking instead of listening.
D)Using a "one size fits all" approach to closing.
Q4) How is tenacity important to success in sales?
Q5) Using an example,describe a balance sheet closing.
To view all questions and flashcards with answers, click on the resource link above. Page 10
Chapter 9: Self-Management: Time and Territory
Available Study Resources on Quizplus for this Chatper
74 Verified Questions
74 Flashcards
Source URL: https://quizplus.com/quiz/48700
Sample Questions
Q1) Brian developed a time management plan but has found the difficult part is:
A)Defining the right priorities.
B)Logistics.
C)Event scheduling.
D)Implementing it.
Q2) What does a salesperson need to do to manage their time efficiently?
Q3) Regina is struggling to identify her personal and professional priorities as a salesperson.She will need to address the question:
A)Where should I start?
B)What is important to me?
C)When will my sales manager call me?
D)Where is my time manager?
Q4) To determine the total effort required to cover a sales territory,the manager considers:
A)Number of accounts.
B)Number of calls to be made.
C)Estimated amount of nonselling and travel time.
D)All of the choices are correct.
Q5) Why is time and territory management important to salespeople?
Q6) What should salespeople include in their time management plan?
Page 11
To view all questions and flashcards with answers, click on the resource link above.
Chapter 10: Salesperson Performance:
Behavior,Motivation,and Role Perceptions
Available Study Resources on Quizplus for this Chatper
75 Verified Questions
75 Flashcards
Source URL: https://quizplus.com/quiz/48701
Sample Questions
Q1) Salespeople are likely to experience more role conflict than other people in the company because they work at:
A)The boundary of the firm.
B)Too many hours.
C)Closely with their sales managers.
D)All of the choices are correct.
Q2) If a salesperson is faced with the question "Does my boss assume I will make the sale?" they are struggling with:
A)Role expectations.
B)Role ambiguity.
C)Role conflict.
D)Role inaccuracy.
Q3) Frank assumes that,if he makes more sales calls,his sales will increase.For Frank this is an:
A)Expectancy
B)Valence.
C)Perceived role.
D)Role accuracy.
Q4) What are the three steps in defining a salesperson's role?
Q5) Describe the seven dimensions of job satisfaction.
To view all questions and flashcards with answers, click on the resource link above. Page 12
Chapter 11: Recruiting and Selecting Sales-people
Available Study Resources on Quizplus for this Chatper
75 Verified Questions
75 Flashcards
Source URL: https://quizplus.com/quiz/48702
Sample Questions
Q1) The first decision in recruitment and selection is:
A)Deciding who is responsible for hiring new salespeople.
B)Establishing policies.
C)Analyzing the job.
D)Evaluating applicants.
Q2) Interviews work best when:
A)Performed under stress.
B)Used with other assessment tools.
C)When conducted by HR specialists.
D)The candidate is unknown.
Q3) Lance has been directed to conduct a thorough job analysis before recruiting new salespeople.Lance will likely determine what ____________________ are involved in the job to be filled.
A)Activities.
B)Tasks.
C)Responsibilities.
D)All of the choices are correct.
Q4) The final decision of who is hired is usually made by the sales manager.
A)True
B)False
To view all questions and flashcards with answers, click on the resource link above. Page 13
Chapter 12: Training Sales-People for Sales Success
Available Study Resources on Quizplus for this Chatper
75 Verified Questions
75 Flashcards
Source URL: https://quizplus.com/quiz/48703
Sample Questions
Q1) Many companies are using the Internet to provide sales training.One advantage of Internet sales training is:
A)Visuals that cannot be provided in other mediums.
B)These days everyone is comfortable with Internet training.
C)Most sales managers prefer to monitor Internet training.
D)Cost savings.
Q2) What are the five general objectives of sales training?
Q3) Developing successful sales training programs can be difficult if:
A)Senior managers announce support for it.
B)Too many salespeople express interest in the training.
C)Insufficient funds are provided.
D)All of the choices are correct.
Q4) On-the-job training:
A)Scares most sales recruits.
B)Is not a "sink or swim" approach.
C)Includes individual instruction and in-house classes.
D)All of the choices are correct.
Q5) How can product knowledge competency benefit salespeople?
Q6) What are the two major disadvantages of classroom sales training?
Q7) What are the seven typical topics addressed in sales training?
To view all questions and flashcards with answers, click on the resource link above. Page 14
Chapter 13: Sales-Person Compensation and Incentives
Available Study Resources on Quizplus for this Chatper
75 Verified Questions
75 Flashcards
Source URL: https://quizplus.com/quiz/48704
Sample Questions
Q1) From the perspective of motivating salespeople,recognition programs provide the benefit of:
A)Increased health insurance.
B)Making others in the organization aware of the salesperson's accomplishment.
C)Variable commission rates in order to reconfigure bonuses.
D)Reduced expense account costs.
Q2) For a company,what are the three benefits of incentive ceilings?
Q3) Which of the following is NOT one of the three primary methods of compensating salespeople?
A)Straight bonuses.
B)Straight salary.
C)Straight commissions.
D)Salary and sales incentives.
Q4) Routine sales jobs tend to pay:
A)More than complex jobs to compensate salespeople for boredom.
B)Less than jobs requiring special qualifications.
C)The same as complex jobs to compensate salespeople for the rigor of selling.
D)None of the choices are correct.
Q5) When developing a sales contest,what does the sales manager need to do?
Page 15
Q6) What are the criticisms of sales contests for motivating salespeople?
To view all questions and flashcards with answers, click on the resource link above.
Chapter 14: Evaluating Sales-Person Performance
Available Study Resources on Quizplus for this Chatper
75 Verified Questions
75 Flashcards
Source URL: https://quizplus.com/quiz/48705
Sample Questions
Q1) A key issue in evaluating the performance of salespeople is distinguishing among the concepts of:
A)Behavior,performance,and effectiveness.
B)Internal,external,and 360 degree feedback.
C)Input,output,and throughput measures/
D)Bias,non-bias,and objective feedback.
Q2) What are the three common categories of sales performance ratios?
Q3) What input measures are commonly used to evaluate salespeople?
Q4) Great sales organizations use the performance evaluation process to facilitate:
A)Profit-sharing.
B)Ongoing dialogue.
C)Intrinsic reward allocation.
D)Customer approval ratings.
Q5) ___________ measures of sales performance reflect statistics the sales manager can gather from the firm's internal data.
A)Subjective.
B)Objective.
C)External.
D)Biased.
Q6) How is performance management analogous to TQM?
Page 16
To view all questions and flashcards with answers, click on the resource link above.