Personal Selling Practice Questions
Course Introduction
Personal Selling is a comprehensive course that explores the fundamental principles, strategies, and techniques involved in direct, face-to-face communication with potential customers to promote and sell products or services. Students will examine the roles and responsibilities of professional salespeople, understand customer needs, and learn how to build relationships, overcome objections, and close sales effectively. The course emphasizes the development of trust, ethical practices, adaptive selling, and relationship management, equipping learners with practical skills for successful sales careers in a variety of industries.
Recommended Textbook
Selling Today Partnering to Create Value 13th Edition by Gerald L. Manning
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17 Chapters
1139 Verified Questions
1139 Flashcards
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Page 2
Chapter 1: Relationship Selling Opportunities in the Information Economy
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67 Verified Questions
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Source URL: https://quizplus.com/quiz/33634
Sample Questions
Q1) List and describe the four major employment settings for sales personnel.
Answer: Selling for a retailer - Retailers sell to the final consumer,so final consumer goods such as vehicles,apparel,appliances,furniture,and personal computers fit this category.
Selling for a wholesaler - Wholesalers employ over a million salespeople in the United States.Responsibilities of wholesale salespeople might include determining and granting credit,maintaining inventories,and helping with promotional activities.
Selling for a manufacturer - These are highly technical sales.The category includes sales engineers,"detail" salespeople,field sales representatives,and inside salespeople.
Selling a service - This includes hotel and convention center services,financial services,advertising sales,business services,real estate,and insurance.
Q2) Knowledge workers are people who succeed by adding value to information.
A)True
B)False
Answer: True
Q3) ________ income helps satisfy our need for recognition and security. Answer: Psychic
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Page 3
Chapter 2: Evolution of Selling Models That Compliment the Marketing Concept
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Sample Questions
Q1) At a party,Jenny talks to a flight attendant who mentions the passenger she had in first class who needed a second seat for his oxygen and other medical equipment.Jenny realizes that modifying buses for medical needs instead of luxury could open a whole new market.This is an example of:
A) product strategy
B) transactional selling
C) the persuader stage
D) the marketing mix
E) the marketing concept
Answer: E
Q2) A company that ignores the marketing concept will not have any negative effects. A)True
B)False
Answer: False
Q3) Consultative-style selling,which emerged in the late 1960s and early 1970s,is an extension of the marketing concept.
A)True
B)False
Answer: True
Page 4
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Chapter 3: Ethics: the Foundation for Partnering
Relationships That Create Value
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Sample Questions
Q1) The practice of reciprocity:
A) involves an illegal exchange of cash
B) is monitored closely by the FCPA
C) results in improved competition among sales and marketing firms
D) is illegal when one company pressures another company to join an agreement
E) is another name for slander
Answer: D
Q2) Taking time to establish a proper rapport with customers will most likely lead to:
A) guaranteed sales
B) open communication
C) a faster sales cycle
D) a slower sales cycle
E) lower commissions
Answer: B
Q3) The role of the salesperson is to diagnose buyer need and determine how to extract value from the situation.
A)True
B)False
Answer: True
Page 5
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Chapter 4: Creating Value With a Relationship Strategy
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Sample Questions
Q1) The bundle of facts,opinions,beliefs,and perceptions that you have about yourself are referred to as which of the following?
A) self-concept
B) self-love
C) self-esteem
D) self-reflection
E) self-examination
Q2) What is the best advice Joelle can give to sales representatives regarding punctuality for appointments?
A) Lateness only matters if the prospect is on time and notices that the sales rep is late.
B) Lateness is relative, and prospects in certain areas will expect a sales rep to be late.
C) Lateness shows familiarity with the prospect, so it is a way to establish rapport.
D) Lateness is viewed as disrespectful to most prospects, so always arrive early.
E) Lateness can be overcome by offering excellent products at low cost.
Q3) Describe and discuss the four steps in the self-improvement plan.
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Chapter 5: Communication Styles: a Key to Adaptive Selling
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Sample Questions
Q1) When we move into the excess zone,which of the following usually happens?
A) Stress levels decrease.
B) Style flexing decreases.
C) Style flexing increases.
D) Speech becomes more cautious.
E) Speech becomes erratic and slurred.
Q2) The zones in the communication-style model might be thought of as "intensity zones."
A)True
B)False
Q3) An effective and practical way to minimize communication-style bias is to:
A) choose customers based on their communication styles
B) write presentation materials that appeal to all communication styles
C) send trained communicators to talk to customers with unfamiliar styles
D) adapt your style to the way the customer communicates
E) focus more on the content of sales presentations than on message delivery
Q4) The ________ communication style combines high sociability and high dominance.
Page 7
Q5) Describe the difference between lower dominance and higher dominance.
Q6) The words "reserved," "warm," and "compliant" describe the ________ style.
Q7) ________ can be defined as the tendency to control or prevail over others.
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Chapter 6: Creating Product Solutions
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Sample Questions
Q1) Which of the following is most likely true of sales letters?
A) Sales letters should use the same format as an email.
B) Sales letters should minimize the use of white space.
C) Most sales letters include not more than two paragraphs.
D) Because a sales letter is an introduction, formal language is unnecessary.
E) The use of the personal pronoun "I" should be minimized as much as possible.
Q2) When developing a product strategy,the salesperson must:
A) review information on consumer motivation
B) adopt the marketing concept
C) adopt the sure-win philosophy
D) consider price above other aspects of the product
E) use feature-benefit analysis
Q3) In the field of personal selling,customers represent an important source of product information.
A)True
B)False
Q4) Plant tours do not represent a good source of product information.
A)True
B)False
Q5) The product selection process is often referred to as ________.
Page 9
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Chapter 7: Product-Selling Strategies That Add Value
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67 Verified Questions
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Sample Questions
Q1) Phil believes that the dealership should lower car prices to capture a higher share of the market.Which statement best supports Phil's argument?
A) Short-term profits will not be affected by lower prices if a firm is an e-retailer.
B) Competitors will lower prices to gain market share, and a price war will ensue.
C) Firms with large market shares are publicly owned but less strictly monitored.
D) A temporary reduction in profits could lead to long-term future profits because of greater market share.
E) A company with the largest share of the market can cut costs and raise prices without the public noticing or switching to competitors.
Q2) For a growing number of customers,short-term savings that result from low prices are more important than long-term value.
A)True
B)False
Q3) The ________ product refers to what may remain to be done or what is possible.
Q4) List and describe the three parts of the Product Solutions Selling Model.
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Chapter 8: The Buying Process and Buyer Behavior
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Sample Questions
Q1) Terrance positions certain swimming pool accessories,such as slides and diving boards,to appeal to baby boomers with grandchildren.Which influence on buying decisions is most important in this situation?
A) role
B) culture
C) social class
D) reference group
E) organizational culture
Q2) Within most cultures are groups whose members share value systems based on common life experiences and situations.We call such a group a(n)________.
Q3) Systems selling appeals to buyers who prefer to purchase individual products from a variety of sellers.
A)True
B)False
Q4) ________ is the first stage in the buying process.
Q5) The first stage in the typical buying process is evaluation of solutions.
A)True
B)False
Q6) List and describe the three types of consumer buying situations.
Page 11
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Chapter 9: Developing and Qualifying Prospects and Accounts
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Sample Questions
Q1) What is the most likely explanation for this difference?
A) The prospects the team worked with in the fourth quarter had maximized their budgets.
B) The manager didn't adequately train the team in how to conduct fourth-quarter sales.
C) Pending sales are the only sales that were tallied in the final figures for each quarter.
D) The team neglected the pipeline and prospect development.
E) The team failed to align the selling and buying process.
Q2) In most cases,technicians,receptionists,bank tellers,and other non-sales personnel can do little to help with prospecting.
A)True
B)False
Q3) Cold calls should not be used to introduce a new product or service.
A)True
B)False
Q4) The process of identifying prospects that should be contacted is called ________.
Q5) Describe the major benefits of using a computerized database as a source of prospects.
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Chapter 10: Approaching the Customer With Adaptive Selling
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67 Verified Questions
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Sample Questions
Q1) The survey approach is generally a non-threatening way to open a sales call.
A)True
B)False
Q2) At the trade show,Emmanuelle gives Suzanne her elevator pitch,which:
A) establishes a deep rapport between Emmanuelle and Suzanne B) explains the product's features, benefits, and quality guarantees C) provides Suzanne with enough information to pique Suzanne's interest
D) presents the benefits to Suzanne of purchasing the product for home décor retailers E) suggests that Suzanne will receive a discount if she purchases textiles from Emmanuelle
Q3) The transition from the preapproach to the approach is sometimes blocked by sales call reluctance.
A)True
B)False
Q4) The six parts of the presale presentation plan checklist represent new additions to the sales training literature.
A)True
B)False
Q5) List and explain the steps in the Six-Step Presentation Plan.
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Chapter 11: Determining Customer Needs With a
Consultative Questioning Strategy
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Sample Questions
Q1) ________ questions help us to determine if there is mutual understanding of the problems and circumstances the customer is experiencing.
Q2) If a customer needs a solution the salesperson does not have available,recommending a competing company's solution will most likely:
A) increase the customer's trust in the salesperson
B) destroy the customer's relationship with the salesperson
C) lead to a joint partnership between the two firms
D) persuade the customer to buy the salesperson's solution
E) reinforce the need to engage in more transactional sales
Q3) In a situation in which the customer may not be fully aware of a problem,the salesperson will most likely need to:
A) recommend another source
B) ask more probing questions
C) end the sales call and ask for another meeting
D) recommend a configured solution immediately
E) define the problem and recommend the solution
Q4) "How do you feel about using a computer to keep your expense records?" is an example of a(n)________ question.
Page 14
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Chapter 12: Creating Value With the Consultative Presentation
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Sample Questions
Q1) Most prospects are willing and eager to participate in a presentation held off premises.
A)True
B)False
Q2) The proof device Angie is most likely to use is:
A) FDA safety ratings for the ingredients used in the products
B) the makeover itself
C) testimonials by the other CosMetRx sales representatives at the counter
D) survey results of satisfied CosMetRx users
E) a tour of the manufacturing facilities
Q3) If a salesperson was attempting to develop a feeling of ownership in a prospect shopping for a diamond ring,the salesperson should most likely:
A) explain the concept of the four C's in terms of diamonds
B) explain the store's installment payment plan for jewelry
C) lay the ring on black velvet to enhance its brilliance
D) inform the customer of the gem's clarity
E) encourage the customer to try on the ring
Q4) ________ enhance credibility and can take the form of a statement,a report,or a photograph.
Page 15
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Chapter 13: Negotiating Buyer Concerns
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Sample Questions
Q1) In some cases the statement,"I don't need your product," is a conditioned response.
A)True
B)False
Q2) Sales resistance is a natural response that tends to provide the salesperson with valuable information about the consumer.
A)True
B)False
Q3) Which of the following would be an example of logrolling in this negotiation?
A) The sales team gives the buyer a lower price than in the initial proposal.
B) The sales team creates a whole new proposal with different terms and pricing.
C) The sales team offers the buyer an advantageous payment schedule.
D) The sales team holds firm on the original price.
E) The buyers pit two sellers against each other.
Q4) Customers who perceive added value are less likely to choose a competing product simply on the basis of price.
A)True
B)False
Q5) List five common types of buyer concerns.
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Chapter 14: Adapting the Close and Confirming the Partnership
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Sample Questions
Q1) Difficulties closing the sale are most likely to arise when:
A) the salesperson is not strategically prepared for the close
B) the "magic moment" has elapsed before the close has been attempted
C) verbal and nonverbal clues contradict each other
D) the customer responds positively to the trial close
E) the salesperson has too much confidence in the close
Q2) Which of the following would most likely help Shane close a sale with the church representative?
A) considering the value proposition from the prospect's point of view
B) focusing on every benefit and feature of rail car advertising
C) negotiating tough points during the close
D) mentioning additional fees during the close
E) asking for the order only one time
Q3) The direct appeal works best if it occurs early in sales presentation before a prospect shows clear interest in a product.
A)True
B)False
Q4) Lack of self-confidence prevents some salespeople from asking for the order.
A)True
B)False
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Chapter 15: Servicing the Sale and Building the Partnership
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Sample Questions
Q1) According to Tony Allesandra,failure of a purchased product to perform as expected can be described as the "moment of truth."
A)True
B)False
Q2) With full-line selling,it is beneficial to use demonstration or sales tools to build customer interest in the suggested item.
A)True
B)False
Q3) Which of the following is a current development in customer service?
A) Salespeople are spending less time monitoring customer satisfaction.
B) Incentives are used by salespeople to personalize customer relationships.
C) The personal follow-up visit has proven to be the only effective follow-up method.
D) Extranets enhance customer service by placing regular, automated calls to customers.
E) Salespeople criticize competitors for the purpose of creating magical moments with customers.
Q4) Getting credit for the value you create for the customer 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) Which of the following would most likely help Victoria manage her time effectively?
A) preparing a "to do" list each day and prioritizing tasks
B) creating a monthly sales log to submit to her manager
C) making notes of customers she calls each week
D) contacting customers by e-mail and text
E) maintaining a separate home office telephone
Q2) Maintaining accurate sales records can help a salesperson by putting current sales into:
A) arrears
B) escrow
C) danger
D) territories
E) perspective
Q3) The fight or flight response is a typical response to:
A) pessimism
B) physical pain
C) stress
D) organizational culture
E) office politics
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Chapter 17: Management of the Sales Force
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Sample Questions
Q1) Which compensation plan would appeal to a salesperson who likes the idea of "pay for performance," but also likes some job security?
A) guaranteed salary
B) straight salary
C) fixed salary plus bonus
D) straight commission plan
E) commission plan with a draw provision
Q2) What is the primary benefit of seeking job candidates within your own company?
A) Job descriptions are unnecessary.
B) Mentors are more willing to provide assistance.
C) Hiring requirements can be lowered for cost savings.
D) Current employees are familiar with company policies.
E) Private employment agencies charge fees for recruitment.
Q3) The sales manager who treats each member of the sales force as an individual is displaying the dimension of leadership described as "consideration."
A)True
B)False
Q4) ________ is an intrinsic reward that occurs when a duty or task is performed.
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