Personal Selling
Mock Exam
Course Introduction
Personal Selling is a course that explores the principles, strategies, and techniques involved in direct, face-to-face communication between sales professionals and potential buyers. Students will learn about the personal selling process, including prospecting, need identification, presentation skills, handling objections, closing sales, and building long-term customer relationships. The course emphasizes ethical considerations, effective communication, relationship building, and the use of technology in sales. Through case studies, role-playing, and practical exercises, students will develop the skills necessary to succeed in a variety of sales roles across multiple industries.
Recommended Textbook
ABCs of Relationship Selling through Service 12th Edition by Charles M. Futrell
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14 Chapters
2054 Verified Questions
2054 Flashcards
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Chapter 1: The Life, times, and Career of the Professional Salesperson
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144 Verified Questions
144 Flashcards
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Sample Questions
Q1) Given that sales jobs offer higher nonfinancial rewards than most other areas of corporate America,the compensation of salespeople is typically lower than that of workers in areas like production and personnel who are at a comparable level in the organization.
A)True
B)False
Answer: False
Q2) Conceptual skills are especially important for the creative order-takers.
A)True
B)False
Answer: True
Q3) Usually,the first sales management position to which a salesperson is promoted is: A)senior salesperson.
B)district sales manager.
C)key accounts sales manager.
D)regional sales manager.
E)divisional sales manager.
Answer: C
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Chapter 2: Ethics Firstthen Customer Relationships
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Sample Questions
Q1) Generally,the more knowledgeable the customer,the greater the chances the court will interpret an incorrect statement by a salesperson as an actionable misrepresentation rather than as sales puffery.
A)True
B)False
Answer: False
Q2) According to surveys,which of the following statements about how managers view sales ethics is true?
A)Sales goals force managers to act even more ethically than they ordinarily would
B)Some sales managers lower their ethical standards to meet job goals
C)Few managers feel that they face ethical problems in the workplace
D)Most managers are unaware of any unethical behavior in their industry
E)Most managers feel that they and their employees are operating as ethically as possible
Answer: B
Q3) What are the two major influences on the ethical behavior of sales personnel?
Answer: Employees and the organization itself
Q4) What law protects customers from price discrimination?
Answer: The Robinson-Patman Act
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Chapter 3: The Psychology of Selling: Why People Buy
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Sample Questions
Q1) During a sales presentation,the salesperson must be prepared to correct a negative impression the prospect may have about a product.Thus,a salesperson should most likely do all of the following EXCEPT:
A)alter the importance of the attributes.
B)highlight unnoticed product attributes.
C)alter the prospect's beliefs about the product.
D)change the person's search for an ideal product into a realistic product.
E)emphasize the importance a prospect attaches to a product's high price.
Answer: E
Q2) The size,color,and price of a product are all examples of product benefits.
A)True
B)False
Answer: False
Q3) According to the consumer buying decision process,need arousal is immediately followed by information evaluation.
A)True
B)False
Answer: False
Q4) What is the final stage of the consumer buying decision process?
Answer: Postpurchase behavior
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Chapter 4: Communication for Relationship Building: Its Not
All Talk
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143 Flashcards
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Sample Questions
Q1) Differentiate between hearing and listening.
Q2) A distance of up to two feet,or about arm's length,around an individual is defined as:
A)controlled space.
B)consensual distance.
C)close space.
D)intimate space.
E)adjacency.
Q3) _____ signals should alert the salesperson that buyers are either neutral or skeptical toward the sales message.
A)Disagreement
B)Caution
C)Warning
D)Coercion
E)Acceptance
Q4) Buyers may project caution signals with puzzled expressions.
A)True
B)False
Q5) What is the KISS rule?
Q6) What is empathy?
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Chapter 5: Sales Knowledge: Customers, products, technologies
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146 Flashcards
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Sample Questions
Q1) Distinguish between shelf positioning and shelf facings.
Q2) The customer receives this type of discount for buying a certain amount of a product over a stated period of time.
A)Cash discount
B)Noncumulative quantity discount
C)Trade discount
D)Cumulative quantity discount
E)Consumer discount
Q3) What is the main obstacle faced by a hair product salesperson who is trying to convince a retailer to give a new shampoo good shelf positioning?
Q4) Which of the following would most likely include a trial sample or request consumers to complete a questionnaire to receive a free product sample?
A)Trade advertising
B)Industrial advertising
C)Cooperative advertising
D)Retail advertising
E)Direct-mail advertising
Q5) What is the difference between trade and industrial advertising?
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Chapter 6: Prospecting : the Lifeblood of Selling
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Sample Questions
Q1) According to the Golden Rule of Selling,referrals are gained by:
A)encouraging customers to hear to what you are saying.
B)demonstrating how much you want to succeed.
C)demonstrating integrity with customers.
D)following the 80/20 principle of selling.
E)making sure every sale results in a purchase.
Q2) Which of the following occurs before the sales presentation?
A)Trial close
B)Determining objections
C)Preapproach
D)Follow-up
E)Meeting objections
Q3) All of the following are individuals who may function as a center of influence EXCEPT:
A)salespeople who are selling competing products.
B)officers of community organizations like the chamber of commerce.
C)members of organizations such as the Lions Club.
D)country club members.
E)clergy.
Q4) What is the primary reason why salespeople engage in networking?
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Chapter 7: Planning the Sales Call Is a Must
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Sample Questions
Q1) A(n)_____ is the main purpose of a salesperson's contact with a prospect.
A)sales call objective
B)sales mission
C)sales profile
D)marketing goal
E)preapproach profile
Q2) The _____ can be used to move prospects from mild interest to a strong desire for a product.
A)interactive method
B)SELL sequence
C)business proposition
D)FAB process
E)action enhancement method
Q3) Which of the following is an example of a topic often discussed in the marketing plan segment of a sales presentation for a reseller?
A)Guarantees
B)Maintenance
C)Demonstrations
D)List price
E)Shipping costs
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Chapter 8: Carefully Select Which Sales Presentation
Method to Use
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Sample Questions
Q1) The _____ presentation method is based on the assumption that similar prospects in similar situations can be approached with similar presentations.
A)need-satisfaction
B)barrier
C)persuasive selling
D)relationship
E)problem-solution
Q2) The formula presentation is often referred to as the _____ presentation.
A)modified rebuy
B)AIDA
C)persuasive selling
D)transactional
E)need-development
Q3) What is the basic difference between the four sales presentation methods?
Q4) 'Pre-approach' is the first stage in the selling process.
A)True
B)False
Q5) Explain the formula sales presentation method.When is it effective to use the formula sales method?
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Chapter 9: Begin Your Presentation Strategically
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Sample Questions
Q1) In the referral approach,a salesperson mentions the name of a mutual acquaintance.
A)True
B)False
Q2) Which approach technique is best suited for inexperienced salespeople?
A)Product
B)Demonstration
C)Direct question
D)SPIN
E)Opinion
Q3) In the customer benefit approach,the salesperson offers a gift or sample to the prospect.
A)True
B)False
Q4) Sales approach refers to the time from when salespeople first see the buyer to when they finish discussing the product.
A)True
B)False
Q5) What are the three rules for using questions in your sales approach?
Q6) What are the two parts of a typical approach in a sales call?
11
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Chapter 10: Elements of a Great Sales Presentation
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Sample Questions
Q1) Which of the following involves a presentation constructed around three parts?
A)Participation
B)Trial closes
C)Dramatization
D)Logical reasoning
E)Visual aids
Q2) To maintain the spontaneity of a presentation,professional salespeople should not rehearse.
A)True
B)False
Q3) All of the following are components of the salesperson's presentation mix EXCEPT:
A)persuasive communication.
B)unbiased conviction.
C)participation.
D)demonstration.
E)dramatization.
Q4) Differentiate between similes,metaphors,analogies,and parables.How do salespeople use these communication tools?
Q5) List eight types of visuals commonly used in sales presentations.
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Chapter 11: Welcome Your Prospects Objections
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Sample Questions
Q1) Forestalling is best described as a:
A)method for dealing with customers who use money objections.
B)way to attack any type of customer objection.
C)method of discussing anticipated objections before they arise.
D)five-question sequence for dealing with customer objections.
E)form of direct denial based on proof statements.
Q2) You are calling the purchase manager of a hotel to sell a hydro seeder for their garden.The buyer tells you,"I know that your spray arms get rusted easily." You know that the spray arms are made up of stainless steel and will not get rusted easily.Which technique is best suited in handling this objection?
A)Dodging
B)Boomerang
C)Questioning
D)Direct denial
E)Indirect Denial
Q3) How does the text classify major and minor objections?
Q4) "Your competitor's product is better" This is an example of source objection.
A)True
B)False
Q5) Define value as it is used in the price/value formula.
Page 13
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Chapter 12: Closing Begins the Relationship
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Sample Questions
Q1) Explain assumptive close.When can this be used?
Q2) According to the text,what are the basic reasons why salespeople face difficulties in closing sales?
Q3) Which of the following is NOT an example of a buying signal?
A)Prospect starts filling out the order form.
B)Prospect asks if the grout comes in other colors.
C)Prospect asks someone for an opinion about the product.
D)Prospect crosses arms across body and acts defensive.
E)Prospect looks closely over the merchandise.
Q4) Gary Tucker is a senior salesperson at a retail showroom of Ford Motor Company.He sells more than 50 cars every month and often uses the minor-points close to get the order from clients.Which of the following statements is most likely an example of Gary's minor-points close?
A)"Would you prefer tan or black leather seats in this model?"
B)"Are you searching for a new car or a pre-owned car?"
C)"Are you looking for an economy car or an SUV?"
D)"Would you prefer a single or double-cab truck?"
E)"Would you like to purchase or lease the car?"
Q5) How does the modified T-account close differ from the T-account close?
Q6) Explain the standing-room-only close.What is the purpose of using it?
Page 14
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Chapter 13: Service and Follow-Up for Customer Retention
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Sample Questions
Q1) What are the three Fs of selling?
A)FAB,fluctuations,and forecasts.
B)Forecasts,FAB,and finances.
C)Faith,focus,and follow-through.
D)Fundamentals,features,and follow-up.
E)Fundamentals,forecasts,and the Four Ps.
Q2) A buyer and seller who are at the first stage of business friendship are called acquaintances.
A)True
B)False
Q3) Building a lasting business friendship based on mutual trust typically takes time.
A)True
B)False
Q4) In a relationship,trust increases and wisdom decreases over time.
A)True
B)False
Q5) What is business friendship? How is it different from a personal friendship?
Q6) Which level of customer relationship marketing can be related to an intimate friendship?
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Chapter 14: Time, territory, and Self-Management: Keys to Success
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Sample Questions
Q1) Which of the following is NOT one of the seven basic factors to consider in the allocation of a salesperson's time?
A)Frequency of customer sales calls
B)Return on time invested
C)Nonselling time
D)Compensation
E)Travel time
Q2) The majority of sales force resources should be invested in key accounts.
A)True
B)False
Q3) The total fixed cost for Harold,a salesperson,is $20,000 per month.Harold generates 25% gross profit on the products he sells.If Harold sells $200,000 worth of merchandise in six months,which of the following statements is true?
A)By having Harold,the company incurred a direct loss of $70,000.
B)Harold generated $120,000 in gross profit for the company.
C)Harold sold $120,000 worth of goods,which equals the BEP.
D)By having Harold,the company incurred a direct loss of $280,000.
E)Harold generated $30,000 gross profit for the company.
Q4) What is the first step in account analysis?
Page 16
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