Personal Selling
Mock Exam
Course Introduction
Personal Selling focuses on the strategies, processes, and techniques involved in selling products and services directly to consumers and businesses. The course explores the role of personal selling within the marketing mix and emphasizes the importance of relationship building, ethical practices, and effective communication. Students will learn about the stages of the sales process, including prospecting, needs assessment, presentation, handling objections, closing, and follow-up. The curriculum also covers the development of sales skills through practical exercises, role-playing scenarios, and real-world case studies, preparing students for a successful career in sales and account management.
Recommended Textbook
Selling Today 12th Edition by Gerald L. Manning
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17 Chapters
1139 Verified Questions
1139 Flashcards
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Chapter 1: Relationship Selling Opportunities in the Information Economy
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67 Verified Questions
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Sample Questions
Q1) Sanchez and his department are using which of the following sales methods?
A)unified selling
B)value-added selling
C)transactional selling
D)traditional selling
E)economy selling
Answer: B
Q2) The customer service representatives employed by the company for after-sales support are likely to need:
A)training to learn to speak standard American English and lose accents they have
B)to be instructed in basic telephone manners and standards of politeness
C)mileage allowances for the time they will spend visiting client sites to physically install the software
D)special sales skills that allow them to close particularly difficult sales
E)specialized technical skills to assist customer companies in installing and implementing the software
Answer: E
Q3) ________ has no value until it is communicated effectively.
Answer: Information
Page 3
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Chapter 2: Evolution of Selling Models That Compliment the Marketing Concept
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Sample Questions
Q1) Eric Villa obtained a license to sell real estate and then accepted a sales position with a local Century 21 agency.To prepare for this new position,he purchased and read a research report entitled "Buying Habits of Today's Home Buyers." Mr.Villa is attempting to develop a:
A)presentation strategy
B)product strategy
C)customer strategy
D)relationship strategy
E)price strategy
Answer: C
Q2) In consultative selling,the customer is seen as:
A)a person to be served
B)a prospect to be sold
C)a customer to be retained
D)progress toward a quota
E)a challenge to be overcome
Answer: A
Q3) Peter Drucker stated that "the ________ defines the business."
Answer: customer
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Chapter 3: Creating Value With a Relationship Strategy
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67 Verified Questions
67 Flashcards
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Sample Questions
Q1) A ________ is usually the only physical contact one makes during a sales call.
Answer: handshake
Q2) Which of the following is the best use of a CRM system for a salesperson for AdVance in terms of relationship strategy?
A)remembering customers' birthdays to send them cards to maintain the relationship
B)sending emails to customers at regular intervals checking on performance of the fertilizer the customer purchased from AdVance
C)sending emails reminding prospects that AdVance can mix custom fertilizer formulations
D)running the numbers in the CRM system to show the salesperson's pipeline on a given day
E)charting out what information has been given by the customer and what is still needed to complete the customer's file
Answer: B
Q3) Ego drive propels a salesperson to attempt to close a sale.
A)True
B)False
Answer: True
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Chapter 4: Communication Styles: a Key to Adaptive Selling
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Sample Questions
Q1) A customer is rude to the salesperson who calls on her,asks for research and market data to be faxed to her secretary,refuses to take courtesy calls from the salesperson,but places several large orders for the product from the salesperson.What explains this discordant behavior?
A)The salesperson represents an inferior product and the customer does not want to purchase it.
B)The salesperson has used the wrong approach by not spending enough time establishing rapport with the customer by discussing personal details.
C)The customer is not the ultimate decisionmaker for the account,but is merely receiving information from the salesperson to give to the decisionmaker.
D)The customer is a Directive who does not want extraneous contact with the salesperson but makes decisions rapidly based on facts and data.
E)The customer is a Reflective who cannot concentrate if the salesperson interrupts her too often.
Q2) The ________ communication style combines high sociability and high dominance.
Q3) Knowing and applying communication styles in selling enables you to ________ the relationship.
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Chapter 5: Ethics: the Foundation for Relationships in Selling
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Sample Questions
Q1) People employed in the fast-paced business world,which is constantly changing,will adopt or discard values quickly.
A)True
B)False
Q2) The role of the salesperson is to diagnose buyer need and determine how to extract value from the situation.
A)True
B)False
Q3) When a customer reveals confidential information about a competitor to a salesperson,the preferred course of action is for the salesperson to
A)preserve the confidentiality of information they receive
B)accurately relate the details to his/her top management
C)inform the competing company about the useful information in exchange for a sale
D)request that the customer not comment further because of the conflict of interest
E)clarify the details to make sure he or she understands correctly
Q4) In the fields of selling,there are both ________ standards and ________ standards.
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Chapter 6: Creating Product Solutions
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Sample Questions
Q1) The written proposal is:
A)a formality that customers do not read
B)standardized and can be printed in bulk
C)a chance to show your writing skills
D)the first "product" the customer receives from you
E)more important than the product presentation
Q2) What should the salesperson focus on to differentiate ShipNow's product from other shipping services?
A)the different times ShipNow is able to offer that other shippers cannot
B)ShipNow's prices are lower than cost
C)the added value the salesperson creates by making the shipping process and service options easy for the customer
D)auxiliary products ShipNow sells,like boxes and packing tape
E)internet tracking of packages
Q3) Using the pronouns "you" and "your" in a sales letter:
A)assumes the customer will definitely buy
B)is a traditional form
C)keeps the focus on the customer
D)should be avoided
E)follows standard business letter format
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Chapter 7: Product-Selling Strategies That Add Value
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Sample Questions
Q1) The goal of selling strategies for new and emerging products is to:
A)encourage current customers to rebuy
B)build desire for the product
C)create relationships
D)sell more units at a lower price
E)introduce the product gradually
Q2) Which of the following is a factor that determines the stage in the life cycle a product is in?
A)the length of time the product sits in the warehouse before shipping
B)the product's benefits and the importance of the needs it fulfills
C)the competitors' compensation structure for salespeople
D)changes in the product's production method
E)the length of time a product has been around
Q3) A good way to determine a customer's satisfactions is to:
A)ask the customer questions about their needs
B)find out what competitors are doing
C)buy a research database
D)run statistical modeling
E)conduct training sessions
Q4) The ________ product refers to what may remain to be done or what is possible.
Page 9
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Chapter 8: The Buying Process and Buyer Behavior
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Sample Questions
Q1) Which of the following is a factor that would motivate a rational buyer?
A)prestige
B)nostalgia
C)celebrity endorsement
D)durability
E)branding
Q2) ________ can be defined as the accumulation of values,rules of behavior,beliefs,and the like.
Q3) Each team member in a buying center:
A)has equal decisionmaking power
B)contributes equally to the buying process
C)has different areas of expertise
D)must be courted by the salesperson
E)has a different communication style
Q4) An aroused need,drive,or desire is referred to as:
A)a buying motive
B)an undifferentiated motive
C)a compelling motive
D)a rational motive
E)a personal motive
Page 10
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Chapter 9: Developing and Qualifying a Prospect Base
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Sample Questions
Q1) A prospect list from a CRM database is likely to include which kinds of information?
A)amount,date,and likelihood that a sale will close
B)saleperson bonus information on closed sales
C)amount and dates of sales competitors have made to the prospect
D)salesperson's conclusions on any calls made to the prospect
E)which salespeople earned the highest commissions,in descending order
Q2) Cold calls should not be used to introduce a new product or service.
A)True
B)False
Q3) Educational seminars can be a good source of prospects because:
A)people who pay for a seminar will buy product
B)salespeople need help doing demonstrations
C)more than half of the people who attend seminars will become customers
D)they allow you to educate prospects about your product
E)you can build a close into the keynote speech
Q4) The procedure used to obtain names of potential prospects from current prospects and customers is called ________.
Q5) The process of identifying prospects that should be contacted is called ________.
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Chapter 10: Approaching the Customer With Adaptive Selling
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Sample Questions
Q1) What is the first step Juan should take upon receiving the assignment to help Sarah with the presentation?
A)Start putting together a price quote for the prospect.
B)Ask his sales manager what his percentage of the commission will be if he helps Sarah make the sale.
C)Call his friend who works for a competing company and ask if they have ever done business with the prospect.
D)Do several hours of internet research on the prospect to present to Sarah.
E)Talk to Sarah about what she already knows about the client and how far into the sales process she is.
Q2) A good way to get the prospect's attention would be to use the customer benefit approach.
A)True
B)False
Q3) In English business settings,a hard sell is the best approach
A)True
B)False
Q4) When you use the ________ approach,your opening statement should include a direct reference to the third party.
Page 12
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Chapter 11: Determining Customer Needs With a
Consultative Questioning Strategy
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Sample Questions
Q1) A presentation strategy that emphasizes factual information often taken from technical reports,company-prepared sales literature,or written testimonials from persons who have used the product is the:
A)technical presentation strategy
B)probing presentation strategy
C)informative presentation strategy
D)persuasive presentation strategy
E)reminder presentation strategy
Q2) A major reason for asking survey questions is to:
A)find out if the customer possesses a viewpoint that may serve as a barrier to closing a sale
B)find out if your message is getting through
C)qualify the prospect
D)confirm that the prospect understands the basic facts about the product
E)collect basic facts about the buyer's existing situation and problem
Q3) Note taking is necessary in every sales presentation.
A)True
B)False
Q4) ________ presentations are sometimes a dimension of service after the sale.
Q5) ________ ________ is the author of the book entitled Spin Selling.
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Chapter 12: Creating Value With the Consultative Demonstration
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Sample Questions
Q1) PowerPoint presentations are an easy and inexpensive way to give a(n):
A)sample of product literature for the customer to keep
B)interactive demonstration
C)sample of your product
D)professional-looking presentation
E)research summary
Q2) Of the following,a prospect will be most likely to buy products from Angie if:
A)Angie emphasizes that she needs to earn her commission
B)Angie gives her a gift bag with a minimum product purchase
C)the prospect has seen a famous model advertising the brand
D)the prospect can trust research into the safety of the ingredients in the products
E)the products make the prospect feel good about the way she looks
Q3) The sales representative goes into the presentation with the trucking company buyer knowing he is competing against:
A)the industry leader
B)the lowest-priced competitor
C)the company's current tire provider
D)last year's prices
E)the next-best alternative
Page 14
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Chapter 13: Negotiating Buyer Concerns
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Sample Questions
Q1) If Kelly and the seller cannot come to terms on pricing or any other equivalent factors,which of the following is the most likely outcome of the negotiation?
A)The seller will give in and accept the price the buyer wants to pay.
B)The buyer and seller will flip a coin or use another random method to decide whose terms to use.
C)The buyer and seller will walk away from the negotiation without closing a sale.
D)The buyer and seller will take the disagreement to an outside mediator.
E)The buyer will give in and pay the full price asked by the seller.
Q2) Adding value with a cluster of satisfactions would be an effective way to deal with:
A)time and product resistance
B)need and product resistance
C)price resistance
D)time and need resistance
E)need resistance
Q3) One way to empathize with the client's objection and turn objections into sales is to use the "feel-felt- ________" strategy.
Q4) List five common types of buyer concerns.
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15
Chapter 14: Adapting the Close and Confirming the Partnership
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Sample Questions
Q1) A salesperson who says,"If you will sign the order today,I can guarantee delivery within five days," is using which of the following closing methods?
A)direct appeal
B)assumption
C)limited choice
D)summary-of-benefits
E)combination
Q2) The direct appeal close is often avoided by salespeople because it adds complexity to a selling/buying situation.
A)True
B)False
Q3) When a customer says "no" there is no chance that the decision can be changed.
A)True
B)False
Q4) The direct appeal works best if it does not come during the sales presentation.
A)True
B)False
Q5) ________ selling cycles have become a fact of life in recent years.
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Chapter 15: Servicing the Sale and Building the Partnership
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Sample Questions
Q1) Full-line selling,or suggestion selling,should be viewed as a form of customer service.
A)True
B)False
Q2) Because the programs are membership programs and not simply discount programs,it is important to members to include not only free admission to the zoo,a special parking lot,and discounts on gift shop purchases,but also:
A)free admission for children
B)two guest passes per year
C)special events just for members
D)discounts on other institutions in the area
E)reciprocal admission at zoos across the country
Q3) The best action to take to resolve a customer complaint is:
A)one that compensates the customer
B)one that pacifies the customer
C)one that delights the customer
D)one that costs the company little or nothing
E)one that is performed in person
Q4) The effort to sell better-quality products is known as ________.
Q5) List and describe the five major customer follow-up strategies.
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Chapter 16: Opportunity Management: the Key to Greater Sales Productivity
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Sample Questions
Q1) One of the simplest ways a salesperson can practice time management skills is to create a(n):
A)daily to-do list
B)electronic calendar that automatically schedules activities and coordinates them with those of other salespeople
C)file card system with notes on each account to carry along on sales calls
D)mentoring relationship with a senior salesperson
E)support group of salepeople to keep each other on track
Q2) Because Victoria and the account manager she partners with are not in the same space but need to have access to the same information,it is vital that they both use:
A)the same type of computer,so they can share files seamlessly
B)a webconferencing system that allows them to show each other files and documents
C)mobile phones that allow them to send and receive text messages instead of landlines that do not allow for text messaging
D)a computerized,internet-based CRM system that allows them both to enter and access information about their clients
E)the same email client so they can read emails from each other
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Page 18
Chapter 17: Management of the Sales Force
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Sample Questions
Q1) To provide external motivation,Aspen runs a contest every quarter.Because she emphasizes sharing information and cooperation on her team over competition,she structures the contest so that if the team reaches a collective goal they all get a prize that has a substantial monetary value (she changes it every contest),and the top three individual winners:
A)receive recognition from the team and a humorous honorific title until the next contest
B)receive salary increases
C)are promoted,while the bottom three producers are fired
D)compete to see which one of them will receive a cash bonus equal to a month's salary
E)are congratulated by Aspen by email,but not mentioned to the group
Q2) The costs of training an employee can be recouped by a company in increased sales per employee in which of the following amounts?
A)$100
B)$1,000
C)$10,000
D)$100,000
E)$1,000,000
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