Personal Selling Techniques
Exam Answer Key
Course Introduction
Personal Selling Techniques explores the principles and practices of effective personal selling in todays dynamic business environment. The course examines the behavioral, psychological, and communication aspects critical to building lasting relationships with customers and achieving sales objectives. Emphasizing both consultative and transactional selling models, students will learn how to identify customer needs, develop persuasive presentations, handle objections, and close sales with integrity. Through case studies, role-playing, and real-world scenarios, learners will enhance their interpersonal and negotiation skills, preparing them for successful careers in sales and client-facing professions.
Recommended Textbook
Selling Today Partnering to Create Value Global 13th Edition by Barry Reece
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17 Chapters
1139 Verified Questions
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2
Chapter 1: Relationship Selling Opportunities in the Information Economy
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Sample Questions
Q1) Firms that hire professionals such as accountants and engineers always hire separate sales staff so the professionals do not have to sell.
A)True
B)False
Answer: False
Q2) Salespeople have an advantage over workers in other positions when being considered for promotion to positions of greater responsibilities because salespeople:
A)have limited opportunities for advancement in the sales department
B)are compensated primarily through psychic income
C)have worked for many companies in their careers
D)have numerous opportunities to advance to middle-management ranks
E)have high visibility within companies already relative to other positions
Answer: E
Q3) The highest compensation for salespeople generally goes to those focusing on transactional sales.
A)True
B)False
Answer: False
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Chapter 2: Evolution of Selling Models That Compliment the Marketing Concept
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Sample Questions
Q1) When UPS was first established,founder Jim Casey described the firm's focus as follows:
A)to become a leader in international shipping
B)to become the world's most profitable company
C)to render perfect service to our stores and their customers
D)to become the world's most efficient shipping company
E)to become the fastest shipper in the world
Answer: C
Q2) Preparing objectives for the sales demonstration and a plan to reach those objectives is the:
A)product strategy
B)customer strategy
C)presentation strategy
D)relationship strategy
E)marketing strategy
Answer: C
Q3) ________ evolved because of broader and more diverse product lines,demand for specific customized solutions,and more competition.
Answer: Strategic selling
Page 4
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Chapter 3: Ethics: the Foundation for Partnering
Relationships That Create Value
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Sample Questions
Q1) In transactional sales,the customer's primary focus is a trustworthy:
A)product
B)salesperson
C)organization
D)culture
E)industry
Answer: A
Q2) Withholding information is most likely:
A)another name for reciprocity
B)legal and always ethical
C)only unethical if done under duress
D)the only logical course of action
E)similar to lying in some cases
Answer: E
Q3) Business defamation incurred when an unfair and untrue statement is made about a company in writing is known as ________.
Answer: business libel
Q4) The term ________ can be defined as a mutual exchange of benefits,as when a firm buys products from its own customers. Answer: reciprocity
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Chapter 4: Creating Value With a Relationship Strategy
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Sample Questions
Q1) AdVance focuses on traditional,chemical-rich fertilizers that deliver maximum yield for customers.With which of the following customers would AdVance be a good partner?
A)an organic heirloom grain farm
B)a farm that grows the grain it feeds to the chickens it sells as "humanely raised,Earth-friendly"
C)a farm that sells grain crops for export to the chemical processing industry that relies on volume
D)a farm that acts as a learning lab for students in local elementary schools
E)a hobby farm owned by residents of a nearby city
Q2) A full,deep grip in a handshake most likely communicates:
A)fearfulness
B)discomfort
C)dominance
D)friendship
E)antagonism
Q3) Improving your self-image can be achieved with three practical approaches.List and describe each approach.
Q4) Describe and discuss the four steps in the self-improvement plan.
Q5) A(n)________ is usually the only physical contact one makes during a sales call.
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Chapter 5: Communication Styles: A Key to Adaptive Selling
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Sample Questions
Q1) The words "aloof" and "stuffy" describe which side of which of the following styles?
A)the immature side of the supportive style
B)the mature side of the supportive style
C)the immature side of the reflective style
D)the mature side of the reflective style
E)the mature side of the directive style
Q2) The stereotype of salespeople is that they are all Emotives: good at talking and influencing people into buying the product they are selling.It would most likely be harmful to the sales process to have an emotive sales representative if the:
A)customer is low on the sociability continuum
B)customer is high on the sociability continuum
C)product being sold is viewed as costly by the customer
D)product being sold is in the mature stage of the product life cycle
E)salesperson engages in style flexing to accommodate the customer's needs
Q3) Adapting to the customer's preferred communication style can enhance sales performance.
A)True
B)False
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Chapter 6: Creating Product Solutions
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Sample Questions
Q1) When customers ask,"What is the anticipated rate of return on this mutual fund?" they are requesting product information from the category of:
A)performance data
B)product design
C)manufacturing process
D)product application
E)quality improvement
Q2) The product selection process is often referred to as ________.
Q3) The "invisible" customer who receives a salesperson's written proposal should most likely be considered a(n):
A)ideal customer
B)current customer
C)neutral party
D)competing salesperson
E)decision maker
Q4) In a sales presentation,your knowledge of the product's features and your company's strengths must be presented in terms of the resulting ________ to the buyer.
Q5) Discuss the advantages of having in-depth knowledge of your product.
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Chapter 7: Product-Selling Strategies That Add Value
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Sample Questions
Q1) A salesperson would most likely use a CRM system to:
A)categorize commission rates
B)qualify potential sales leads
C)file corporate bank records
D)monitor competitors' customers
E)send product information to customers
Q2) The authors of The Discipline of Market Leaders encourage business firms to pick one of the disciplines - best price,best product,or best ________ to distinguish their offering in the marketplace.
Q3) Value creation during the transactional sale is considerable.
A)True
B)False
Q4) The first step in establishing a product price is to determine the firm's pricing ________.
Q5) Pricing decisions are made primarily during the introductory stage of the product life cycle and rarely change.
A)True B)False
Q6) The ________ product refers to what may remain to be done or what is possible.
Q7) 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) A(n)________ is a carefully conceived plan that will result in maximum customer responsiveness.
Q2) Very few purchases are guided by emotional buying motives.
A)True
B)False
Q3) Terrance should most likely understand a customer's emotional buying motives because such motives are:
A)only overcome by nonverbal communication
B)foundations for rational buying motives
C)influential in most buying decisions
D)factors in cost/benefit analyses
E)barriers to most high-end sales
Q4) Which of the following motives would most likely make a customer buy from the same business they have been buying from?
A)systems buying motives
B)emotional buying motives
C)brand loyalty motives
D)product buying motives
E)patronage buying motives
Q5) ________ is the first stage in the buying process.
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Chapter 9: Developing and Qualifying Prospects and Accounts
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Sample Questions
Q1) How can Andrew use those two days in the exhibit hall to increase his pipeline?
A)spend time studying product literature to increase his product knowledge
B)present to unqualified visitors to the booth to improve his elevator pitch
C)make calls to current customers during breaks to provide after-sale service
D)ask co-workers to call some of his prospects to obtain potential referrals
E)qualify prospects with a few questions when they first enter the booth
Q2) The term social network most likely refers to a salesperson's:
A)direct and indirect contacts
B)co-workers and managers
C)closest clients
D)industry affiliation groups
E)alumni organization
Q3) Which of the following questions is most relevant to qualifying a prospect?
A)How long has the prospect been interested in the product?
B)Does the prospect know the firm's decision maker?
C)Can the prospect make the buying decision?
D)Can the prospect pay in cash for the purchase?
E)Has the prospect purchased anything similar before?
Q4) An ________ outlines expected sales for a product or service to a specific target group over a specific period of time.
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Chapter 10: Approaching the Customer With Adaptive Selling
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Sample Questions
Q1) The referral approach is most likely effective because customers:
A)appreciate prepared salespeople
B)expect to ask and answer many questions
C)tend to focus on benefits instead of features
D)usually trust a salesperson who presents statistical data
E)are impressed by product benefits presented by satisfied customers
Q2) The objectives for the sales presentation are developed after completion of the presentation plan.
A)True
B)False
Q3) The step in the Presentation Plan involving anticipating buyer concerns and using the win-win method is the:
A)approach
B)needs identification
C)presentation
D)negotiation
E)close
Q4) Sales personnel who have adopted the consultative style use the survey and ________ approaches most frequently.
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) A salesperson who represents a company with many products will most likely need to:
A)ask the customer many summary questions
B)sell the customer the most popular products
C)configure an appropriate solution for the customer
D)create value by including all products in the solution
E)engage in transitioning during the sales presentation
Q2) Which type of question is best for clarifying and gaining commitment on several buying conditions?
A)open
B)closed
C)probing
D)summary-confirmation
E)need-satisfaction
Q3) A major reason for asking survey questions is to:
A)find out if the customer possesses a viewpoint that may hinder a sale
B)find out if your message is getting through to the prospect
C)qualify the prospect for making a purchase
D)confirm that the prospect understands the basic facts about the product
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E)collect basic facts about the buyer's existing situation and problem
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Chapter 12: Creating Value With the Consultative Presentation
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Sample Questions
Q1) Which of the following is true of doing business in Italy?
A)Businesspeople tend to be quite informal in terms of introductions and dress.
B)Entertaining clients at your home is considered better than doing so in a restaurant.
C)Gifts are considered bribes and will insult the recipients.
D)Most Italian businesspeople are in a hurry,so quick decision making is important.
E)Professional titles are used quite often in business dealings.
Q2) Why would Kevin Salazar most likely meet with purchasing agent again after being denied a sale?
A)Kevin's sales manager requires that he use a canned presentation.
B)Kevin needs to meet a quota of sales presentations for the month.
C)The competition offers an inferior product to Kevin's company.
D)The previous presentation focused too much on customer needs.
E)Kevin wants to show a strong commitment to getting the buyer's business.
Q3) The salesperson should personally inspect all equipment and products before a sales presentation to ensure everything is working properly.
A)True
B)False
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Page 14
Chapter 13: Negotiating Buyer Concerns
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Sample Questions
Q1) When Kelly sees value in a product but does not want to pay the suggested price,she often offers to split the price difference with the seller.If a salesperson finds Kelly's offer unacceptable,the salesperson should most likely:
A)agree to split the difference
B)make a pricing counteroffer
C)provide a trial demonstration
D)walk away from the negotiations
E)show sourcing documents as proof
Q2) 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.
Q3) Traditional selling principles stressed that the "we versus they" and the "win-win" were similar concepts for negotiating sales resistance.
A)True
B)False
Q4) 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) If the prospect says "no," which of the following should a salesperson LEAST likely do?
A)Thank the prospect sincerely.
B)Ask the prospect for future consideration.
C)Review the chain of events to identify weaknesses.
D)Try to reopen the presentation to confirm the decision.
E)Seek general feedback from the prospect through probing.
Q2) Ahmed knows the insurance he sells is a good value and that it is beneficial to customers.Moreover,Ahmed is confident that most prospects have already decided to purchase the insurance.What type of close will Ahmed most likely use?
A)assumptive
B)direct appeal
C)trial
D)special options
E)management
Q3) When doing business in most of Latin America,your business card should be translated into Spanish.
A)True
B)False
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Chapter 15: Servicing the Sale and Building the Partnership
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Sample Questions
Q1) An unhappy customer is most likely to complain to:
A)the salesperson
B)the sales manager
C)government agencies
D)potential customers
E)competing firms
Q2) Which of the following would most likely help Gail prevent post-sale problems?
A)sending e-mails to other university groups referred to her by the client
B)scheduling regular account reviews to assess the client's satisfaction
C)asking the client to call her assistant with any questions
D)submitting bills quickly to insure quick payment
E)re-defining her service and product strategy
Q3) Full-line selling,sometimes called suggestion selling,should be spontaneous and unplanned in order to achieve naturalness in the selling situation.
A)True
B)False
Q4) Getting credit for the value you create for the customer is known as ________.
Q5) The process of recommending products or services that are related to the main item sold to the customer is known as ________.
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Chapter 16: Opportunity Management: The Key to Greater Sales Productivity
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Q1) Which of the following is an effective way to manage stress?
A)Increase the focus on job tasks.
B)Work from home less frequently.
C)Maintain a realistic outlook to avoid disappointment.
D)Practice healthy emotional expression.
E)Fight or ignore most major problems.
Q2) Salespeople with families can most likely balance work and family obligations by:
A)traveling on the same days every month
B)working for firms that sell services instead of products
C)working for an organization that offers maternity leave
D)delaying marriage and children until establishing a career
E)maintaining a home office and communicating with clients remotely
Q3) List the guiding principles that can be used to develop a routing and scheduling plan.
Q4) There is a close relationship between increased sales volume and spending more time in face-to-face selling situations.
A)True
B)False
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Q5) A(n)________ is the geographic area where prospects and customers reside.
Chapter 17: Management of the Sales Force
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Q1) Scheduling a special luncheon to celebrate the closing of a large sale is a technique most likely characteristic of a supervisor who displays:
A)high structure and high consideration
B)high structure and low consideration
C)low structure and low consideration
D)self-expression tendencies
E)high task orientation
Q2) The sales manager who makes decisions promptly and firmly is displaying the dimension of leadership described as "structure."
A)True
B)False
Q3) The number of calls made on an account should most likely:
A)equate to the maturity of the product
B)correspond to the seniority of the salesperson
C)be the same for all accounts in the territory
D)vary from salesperson to salesperson
E)relate to the sales potential of the account
Q4) ________ is an intrinsic reward that occurs when a duty or task is performed.
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