Personal Selling
Pre-Test Questions
Course Introduction
Personal Selling explores the principles, techniques, and strategies involved in building effective, long-term relationships with customers through direct interpersonal communication. This course covers the entire sales process, from prospecting and approach to presentation, handling objections, closing the sale, and follow-up activities. Students will examine the role of salespeople within the marketing mix, ethical issues in sales, and the use of technology and data in customer relationship management. Through case studies, simulations, and practical exercises, learners will develop essential communication, persuasion, and negotiation skills required for successful personal selling in various industry settings.
Recommended Textbook
Relationship Selling 3rd Edition by Mark Johnston
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14 Chapters
1048 Verified Questions
1048 Flashcards
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Chapter 1: Introduction to Relationship Selling
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Sample Questions
Q1) The net bundle of benefits the customer derives from a product being sold represents the "value" to the customer.
A)True
B)False
Answer: True
Q2) Why is value a central theme in relationship selling?
Answer: Value is central to relationship selling strategies because it creates a new set of criteria on which a salesperson can base his or her sales.Sales strategies that are based solely on price have little chance of building long-term relationships with customers because it is very easy for competitors to match prices and lure customers away.Value,on the other hand,represents the entire bundle of benefits customers receive.Low price may or may not be part of the bundle,but it is no longer the only factor upon which customers make decisions.
Q3) What is involved in becoming a customer-centric organization?
Answer: A customer-centric organization focuses on securing,building,and maintaining long-term relationships with profitable customers.
Q4) In relationship selling,what is the "give-get" ratio?
Answer: It is what each party gets compared to what they invest.
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Page 3
Chapter 2: Using Information to Understand Sellers and Buyers
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74 Verified Questions
74 Flashcards
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Sample Questions
Q1) Chet is the purchasing manager for an art supply wholesaler.Each time he needs to order a new supply of picture frames,he reorders from his existing suppliers rather than from new sources.Chet's decision is probably influenced by the ___________ associated with purchasing from new suppliers.
A)Perceived risk
B)Perpetual motion
C)Derived satisfaction avoidance
D)Matrix dynamic
Answer: A
Q2) The ________ is a senior salesperson responsible for handling a customer whose potential business is great enough to offset the high cost of team selling.
A)CRM.
B)KAM.
C)GM.
D)TM.
Answer: B
Q3) Why is creativity important on the job?
Answer: It can make a job easier and improve productivity.It leaves the door open for improvement.
Page 4
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Chapter 3: Value Creation in Buyer-Seller Relationships
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73 Flashcards
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Sample Questions
Q1) What are the key characteristics of effective IMC programs?
Answer: Effective IMC programs are: Comprehensive Unified Targeted Have coordinated execution Emphasize productivity.
Q2) What is a value chain?
Answer: A company's value chain is its combination of primary and support activities.Primary activities include logistics,operations,marketing and sales,and service.Support activities include firm infrastructure,human resources management,technology development,and procurement.
Q3) The whole can never be greater than the sum of its parts.
A)True
B)False
Answer: False
Q4) 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
Q5) Where does personal selling "fit" into a company's marketing mix?
Answer: Personal selling is part of a firm's promotional mix,one of the 4Ps.
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Chapter 4: Ethical and Legal Issues in Relationship Selling
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Sample Questions
Q1) What are the three major areas of ethical concern salespeople have when dealing with employers?
Q2) 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.
Q3) The UCC considers an oral commitment from a salesperson to be:
A)A promise affecting relationship selling.
B)A sales pitch.
C)Legally binding.
D)All of the choices are correct.
Q4) Gerry quickly left his new position when he saw how salespeople ignored the company guidelines mislead customers.Gerry was responding to the company's unethical:
A)Cultural differences.
B)Sales pressure.
C)Corporate culture.
D)Collusion.
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Chapter 5: Prospecting and Sales Call Planning
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Sample Questions
Q1) Tom,the technology manager for a major sales organization,has two goals for the sales force:
A)Know your system; use your system.
B)Envision the sale; make the sale.
C)See the ball; be the ball.
D)Follow the lead; swallow the hook.
Q2) Katie is well-established in her community.She uses these contacts to develop leads.Katie is:
A)Networking.
B)Bird dogging.
C)Qualifying.
D)Spamming.
Q3) The process of moving leads to prospects to customers can be best portrayed as a (n):
A)Salesperson's nightmare.
B)Alternative to bird dogging.
C)Upside-down triangle.
D)Touch point technique.
Q4) Why do even successful,well-established salespeople need to prospect?
Q5) What is networking and what are potential sources of networks?
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Chapter 6: Communicating the Sales Message
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Sample Questions
Q1) Nancy always strives to make a good first impression with her new customers,but she knows that ultimately,a good customer relationship begins with:
A)A smile.
B)The content and delivery of her presentation.
C)The timing and texture of her sales presentation.
D)A gift.
Q2) The SPIN sales strategy involves _______________ questions.
A)Situation,Problem,Implication,and Need payoff.
B)Social,Public,International,and Numerical.
C)Sales,Profit,Identification,and Need satisfaction.
D)Spatial,Personal,Integrative,and Interactive.
Q3) Logically,a need satisfaction sales presentation should address need ___________,followed by need __________,and lastly need ______________.
A)Identification,analysis,satisfaction.
B)Satisfaction,identification,analysis.
C)Analysis,identification,satisfaction.
D)Assessment,Analysis,Action.
Q4) What are the advantages of a formula sales presentation?
Q5) Why are validation questions an important part of sales presentations?
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Chapter 7: Negotiating for Win-Win Solutions
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Sample Questions
Q1) Discuss the statement,"If either the buyer or the seller loses,both have lost."
Q2) In general,it is better to bluff than to admit you do not know the answer to a customer's question.
A)True
B)False
Q3) Tracy asks the customer to "put her to the test." Tracy is trying to overcome ______________ customer concern.
A)Is this your best price?
B)Loyalty to the existing supplier
C)I don't really know you.
D)I need more time to consider your product.
Q4) Dealing with customer objections is an element of relationship-building that most salespeople do not enjoy.
A)True
B)False
Q5) The best way to address a customer's loyalty to their existing supplier is to:
A)Criticize the competitor's products.
B)Criticize the competitor's company.
C)Criticize both the competitor's products and company.
D)Focus on your product and company.
Page 9
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Chapter 8: Closing the Sale and Follow-Up
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Sample Questions
Q1) What are the most common sources of post-sale performance gaps?
Q2) Closing the sale means obtaining a ________ from the prospect or customer.
A)Nonverbal signal.
B)Verbal signal.
C)Commitment.
D)Offer.
Q3) "What color do you prefer?" is an example of a ______________ close.
A)Assumptive.
B)Alternative choice.
C)Minor point.
D)Direct.
Q4) Using an example,describe a buy-now closing.
Q5) Georgia is a highly successful salesperson.She is skilled at finding the ___________ where both buyer and seller can win by developing a mutually beneficial business relationship.
A)Upper hand.
B)Performance gap
C)Common ground.
D)Silent close.
Q6) Describe the 20-10-5 rule and how it can impact enthusiasm.
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Chapter 9: Self-Management: Time and Territory
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Sample Questions
Q1) Teresa is developing an account planning matrix.The two factors she uses to divide her accounts are:
A)Account potential and Competitive strength.
B)Basic control units and Secondary control units.
C)Market potential and industry potential.
D)Sales territory and company territory
Q2) Bill finds most of his sales volume comes from a few,key customers,yet he spends a lot of time with many small dollar-amount clients.Bill is experiencing:
A)Account attractiveness syndrome.
B)Call frequency quandary.
C)The 80:20 rule.
D)Sales potential frustration.
Q3) With regard to sales territories,the sales manager's goal is to:
A)Maximize the full potential of the territory.
B)Minimize the cost of sales.
C)Increase territories to work salespeople harder.
D)All of the choices are correct.
Q4) What are the two key questions that drive salespeople's time and territory management?
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Chapter 10: Salesperson Performance:
Behavior,Motivation,and Role Perceptions
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Sample Questions
Q1) Are salespeople born or made?
Q2) By closely supervising salespeople,sales managers can reduce:
A)Role expectations.
B)Role ambiguity.
C)Role conflict.
D)Role inaccuracy.
Q3) One reason industrial salespeople often experience role inaccuracy,conflict,and ambiguity is:
A)They work too hard.
B)Industrial selling is complex.
C)They spend so much time out of the office and with customers.
D)All of the choices are correct.
Q4) Research has proven that people with sales aptitude are more successful.
A)True
B)False
Q5) What does it mean to say that salespeople are in boundary positions?
Q6) What is a reward mix?
Page 12
Q7) Promotion is not the long-term goal of a salesperson.
A)True
B)False
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Chapter 11: Recruiting and Selecting Sales-people
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Sample Questions
Q1) 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.
Q2) When a multi-disciplinary team is involved in hiring salespeople,the final say in determining who is hired usually is made by:
A)The sales manager.
B)Experienced salespeople.
C)The HR manager.
D)The CEO.
Q3) How can a well-written job description help a sales manager in areas beyond recruiting?
Q4) What activities are involved in evaluating applicants?
Q5) The first decision in recruitment and selection is analyzing the job. A)True
B)False
Q6) In sales recruiting,what does it mean to be "penny wise but pound foolish?"
Page 14
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Chapter 12: Training Sales-People for Sales Success
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Sample Questions
Q1) Alex has assessed the needs of his sales force.Now he is developing the objectives for the sales training.One guideline is to keep the objectives:
A)A secret from the sales force.
B)Simple.
C)Focused on costs rather than benefits.
D)Only for the short-run.
Q2) Because classroom sales training is expensive and time consuming,Sales managers often make the mistake of:
A)Canceling needed training.
B)Adding additional time to allow for interaction.
C)Trying to cover too much material.
D)Not allowing executives to use any of the time to present to the trainees.
Q3) When learning about new products the company has available,salespeople usually need to know how competitive products compare with respect to:
A)Price.
B)Performance.
C)Construction.
D)All of the choices are correct.
Q4) When do experienced salespeople need additional training?
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Chapter 13: Sales-Person Compensation and Incentives
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Sample Questions
Q1) Recognition is an attractive reward because it makes the salesperson's peers and superiors aware of what the salesperson accomplished.
A)True
B)False
Q2) What are the criticisms of sales contests for motivating salespeople?
Q3) Why can paying salespeople too much be a problem?
Q4) Danielle is paid different amounts depending on the types of products she sells.She is being paid based on a:
A)Fluctuating salary plan.
B)Defined salary plus bonus plan.
C)Variable commission rate.
D)Variable quota plus perks plan.
Q5) Sales commissions are usually based on a salesperson's long-term results.
A)True
B)False
Q6) The way the reward structure is implemented in a sales organization is through the compensation plan.
A)True
B)False
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Chapter 14: Evaluating Sales-Person Performance
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Sample Questions
Q1) A BARS system:
A)Requires managers to consider in detail a wide range of a salesperson's job performance.
B)Emphasizes behavioral and performance objectives.
C)De-emphasizes effectiveness evaluation.
D)All of the choices are correct.
Q2) A key issue in evaluating the performance of salespeople is distinguishing among the concepts of behavior,performance,and effectiveness.
A)True
B)False
Q3) Marion knows the evaluations she gives her sales staff will be used to determine pay raises and promotions.In this situation,Marion and many sales managers tend to:
A)Ignore the consequences and give objective evaluations.
B)Use the evaluations for development of the subordinate.
C)Be lenient in order to not impair the friendship and support of subordinates.
D)Use the halo effect to make all subordinates look good.
Q4) What relationship selling efforts are often not included in sales performance standards?
Q5) What is the role of salespeople in a performance management system?
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