Personal Selling Skills
Question Bank
Course Introduction
Personal Selling Skills is a course designed to develop students abilities in one-on-one persuasive communication with potential buyers and clients. The curriculum covers the entire personal selling process, from prospecting and preparing sales presentations to handling objections and closing sales. Emphasizing the importance of relationship building, ethical selling practices, and adaptive strategies, the course combines theoretical concepts with role-playing exercises and real-world simulations. Students will also learn to analyze customer needs, deliver tailored solutions, and practice active listening to foster trust and long-term business partnerships.
Recommended Textbook
Relationship Selling 3rd Edition by Mark Johnston
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14 Chapters
1048 Verified Questions
1048 Flashcards
Source URL: https://quizplus.com/study-set/2450
Page 2
Chapter 1: Introduction to Relationship Selling
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75 Verified Questions
75 Flashcards
Source URL: https://quizplus.com/quiz/48692
Sample Questions
Q1) "CRM" stands for Customer Reminder Management.
A)True
B)False
Answer: False
Q2) Changes in the ethnic composition of a target market would be assessed as part of a firm's ____________ environment.
A)Natural
B)Social and cultural
C)Economic
D)Technological
Answer: B
Q3) Companies try to influence their ___________ through political lobbying and public relations campaigns.
A)External environments
B)Internal environments
C)Autonomous
D)Relationships
Answer: A
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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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) Research has identified "key success factors" in relationship selling.Describe any four of the ten factors that have been identified.
Answer: The ten factors include: Listening skills Follow-up skills Ability to adapt sales style from situation to situation Tenacity-sticking with a task Well organized Verbal communication skills Proficiency in interacting with people at all levels Demonstrated ability to overcome objections Closing skills Personal planning and time management skills.
Q2) Because sales people tend to be compensated for performance,starting salaries for sales people right out of college tend to be lower than most other professions.
A)True
B)False
Answer: False
Q3) Why does success as a salesperson not guarantee success as a sales manager?
Answer: Different skills and abilities are required for each profession.Sales management requires personnel management skills and provides less autonomy than sales.
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4
Chapter 3: Value Creation in Buyer-Seller Relationships
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73 Verified Questions
73 Flashcards
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Sample Questions
Q1) What does it mean to align the various elements of a firm's value chain?
Answer: It means getting all facets of the company to work together to eliminate snags that may impair the firm's ability to secure,build,and maintain long-term relationships with profitable customers.
Q2) Which of the following is a support activity in a firm's value chain?
A)Procurement.
B)Inbound logistics.
C)Service.
D)Marketing and sales.
Answer: A
Q3) You are hired as the new sales manager for a restaurant supply company and find little coordination between the sales and marketing departments.One thing you could do to improve synergy between sales and marketing would be to:
A)Create cross-functional selling teams.
B)Create a competition between the sales and marketing staff.
C)Offer rebates to customers.
D)All of the choices are correct.
Answer: A
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5
Chapter 4: Ethical and Legal Issues in Relationship Selling
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75 Verified Questions
75 Flashcards
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Sample Questions
Q1) When dealing with employers,salespeople encounter ethical concerns in the area of:
A)Cheating.
B)Misuse of company resources.
C)Inappropriate relations with other employees.
D)All of the choices are correct.
Q2) Statements,made by salespeople,about the performance of their products constitute an:
A)Implied warranty.
B)Expressed warranty.
C)Obligation the salesperson must prove.
D)None of the choices are correct.
Q3) "Do their actions match their words?" refers to the management style of senior managers.
A)True
B)False
Q4) What is the difference between slander and libel?
Q5) What are the four major areas of ethical concern salespeople have when dealing with customers?
Q6) What is the difference between a gift and a bribe?
Page 6
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Chapter 5: Prospecting and Sales Call Planning
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75 Verified Questions
75 Flashcards
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Sample Questions
Q1) Prospecting builds a salesperson's pipeline.
A)True
B)False
Q2) Technology is always an excellent communication choice because it is so efficient.Time is money.
A)True
B)False
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) Which of the following statements about business dress is NOT true?
A)If the client suggests dressing in business casual,dress formal anyway.
B)When in doubt,dress up in business attire.
C)During the preapproach,ask about the dress code.
D)Never dress down below the client's level of attire.
Q5) What five questions should a salesperson ask when qualifying prospects?
Q6) How should the goals for a prospecting plan be defined?
Page 7
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Chapter 6: Communicating the Sales Message
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76 Flashcards
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Sample Questions
Q1) Regarding sales meeting times,a simple rule is:
A)The early bird gets the worm.
B)All in good time.
C)Never make the customer wait.
D)When in Rome,do as the Romans do.
Q2) How does the customer influence the goal salespeople define for a sales meeting?
Q3) Carol is one of the most successful salespeople in her industry.She has a special talent for asking:
A)The right questions at the right time.
B)For the purchase decision early in the sales presentation.
C)When decisions will be made.
D)Challenging questions that cause the customer to think and worry.
Q4) Which of the following is NOT one of the stages in a formula sales presentation?
A)Attention.
B)Investment.
C)Desire.
D)Action.
Q5) What are the two fundamental differences between formula and need satisfaction sales presentation strategies?
Page 8
Q6) 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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76 Verified Questions
76 Flashcards
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Sample Questions
Q1) When a customer shares objections,it gives the salesperson the opportunity to:
A)Leave without harming the long-term relationship.
B)Strengthen the relationship.
C)Listen to their inner self.
D)Show the weaknesses in competitors' products.
Q2) One way to overcome customer's concern about not knowing you is to:
A)Ask them to call a mutual acquaintance.
B)Ask the customer to put you to the test.
C)Hand them your resume.
D)Casually show pictures of your family to break the ice.
Q3) Which of the following guidelines for negotiating win-win solutions is consistent with the policy of admitting you don't know the answer to a question?
A)Plan and prepare.
B)Anticipation enhances negotiations.
C)Say what you mean and mean what you say.
D)Negativity destroys negotiations.
Q4) What do salespeople need to handle sales negotiations?
Q5) Why do customers often ask for more time to make a decision?
Q6) During a sales presentation,how can a salesperson compensate for deficiencies?
Q7) When should a salesperson consider using direct denial during negotiations?
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Chapter 8: Closing the Sale and Follow-Up
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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) How is tenacity important to success in sales?
Q3) At the end of her sales presentation,Robin restates the components of her value proposition,asking the customer if what she has said is correct.Robin is using a _______________ closing.
A)Direct.
B)Summary-of benefits.
C)Balance sheet.
D)Buy-now.
Q4) Closing the sale means obtaining a ________ from the prospect or customer.
A)Nonverbal signal.
B)Verbal signal.
C)Commitment.
D)Offer.
Q5) Using an example,describe a buy-now closing.
Q6) What are the most common sources of post-sale performance gaps?
Page 10
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Chapter 9: Self-Management: Time and Territory
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74 Flashcards
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Sample Questions
Q1) To salespeople,time is money.
A)True
B)False
Q2) Roger,a sales manager,uses the company's territory management system to design and monitor sales territories.This use of territory management system is consistent with which reason why time and territory management systems are important?
A)Ensure territory and customer coverage.
B)Minimize sales expenses.
C)Assess sales performance.
D)All of the choices are correct.
Q3) One advantage to using zip codes as basic control units is:
A)They are all the same.
B)They are free.
C)They are likely to be relatively similar in demographics.
D)They offer an alternative to geographic basic control units.
Q4) In defining sales territories the basic control unit is the:
A)Customer.
B)Geographic area.
C)Profit potential.
D)Sales/Call ratio.
11
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Chapter 10: Salesperson Performance:
Behavior,Motivation,and Role Perceptions
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75 Verified Questions
75 Flashcards
Source URL: https://quizplus.com/quiz/48701
Sample Questions
Q1) Which of the following is NOT a step in defining a salesperson's role?
A)Salespeople develop perceptions.
B)Role partners communicate expectations.
C)Organizations communicate citizenship behaviors to communities.
D)Salespeople convert perceptions into behavior
Q2) When a sales manager finds the right mix of motivation elements,it will work to motivate all salespeople in his or her organization.
A)True
B)False
Q3) Mark has found that he can increase salespeople's performance by involving salespeople in:
A)Corporate organizational citizenship behavior.
B)Valences for rewards.
C)Territory design.
D)Targeting role accuracy.
Q4) How can managerial leadership affect sales performance?
Q5) What influences salespeople's motivation?
Q6) The goal of sales managers should be to eliminate role ambiguity and conflict.
A)True
B)False Page 12
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Chapter 11: Recruiting and Selecting Sales-people
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75 Verified Questions
75 Flashcards
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Sample Questions
Q1) In deciding on selection criteria,companies with many salespeople will sometimes evaluate the personal histories of existing salespeople to determine what traits differentiate good and poor performances,assuming:
A)All salespeople are equal in capability.
B)A cause-and-effect relationship between traits and performance.
C)Sales managers cannot identify which salespeople are poor performers.
D)Statistical association but not causation.
Q2) Tom is conducting a job analysis.He should start with collecting information from: A)Competitors.
B)The job occupant and sales manager.
C)The HR department.
D)Advertisements written by other firms seeking salespeople.
Q3) By telling the potential salesperson what will be expected before employment,a well-written job description increases a rep's chances of success.
A)True
B)False
Q4) What personal traits have been found to be associated with salespeople who fail?
Q5) Why is recruiting and selecting salespeople important?
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Chapter 12: Training Sales-People for Sales Success
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75 Flashcards
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Sample Questions
Q1) 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.
Q2) If a company has high sales and high profits,they typically assume their sales training programs are successful.
A)True
B)False
Q3) Whenever salespeople are assigned to better customers or better territories:
A)Additional training usually accompanies their increased responsibilities.
B)They are expected to provide sales training to their replacements.
C)There is less pressure to attend sales training and refresher courses.
D)All of the choices are correct.
Q4) Cora's sales manager prefers classroom training of recruits.What are the advantages associated with classroom training?
Q5) What are the two major disadvantages of classroom sales training?
Q6) What are the five general objectives of sales training?
Page 15
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Chapter 13: Sales-Person Compensation and Incentives
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75 Flashcards
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Sample Questions
Q1) Sales commissions are usually based on a salesperson's long-term results.
A)True
B)False
Q2) Which of the following sales compensation plans is LEAST consistent with relationship selling?
A)Benefits and perks.
B)Straight salary.
C)Straight commissions.
D)Combination plans.
Q3) Under what conditions does it make sense to use straight salary for salespeople?
Q4) Which of the following is NOT one of the three key types of expense plans?
A)Indirect reimbursement.
B)Direct reimbursement.
C)Limited reimbursement.
D)No reimbursement.
Q5) A draw is commonly associated with combination salary compensation plans.
A)True
B)False
Q6) From a salesperson's perspective,what is the major advantage and disadvantage associated with straight salary compensation?
Page 16
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Chapter 14: Evaluating Sales-Person Performance
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75 Verified Questions
75 Flashcards
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Sample Questions
Q1) Rick has just been promoted salesman to sales manager for his company.He will soon have to evaluate the sales force.Because he came from the sales force,he has the ____________________ needed to execute performance review.
A)Support of senior management.
B)Strong working knowledge of the different measures of performance.
C)Self-evaluation awareness.
D)Internal objective bias
Q2) The problem of ______________ in subjective performance evaluations can be particularly troublesome when a company attempts to use poor performance as a basis for termination.
A)Halo effect.
B)Lack of outcome focus.
C)Central tendency.
D)Ill-defined personality traits.
Q3) What is the role of salespeople in a performance management system?
Q4) Input measures are measures of a salesperson's effort.
A)True
B)False
Q5) What five attributes are included in typical sales force evaluations?
Q6) What input measures are commonly used to evaluate salespeople?
Page 17
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