Personal Selling Techniques
Exam Bank
Course Introduction
Personal Selling Techniques explores the fundamental principles and practices involved in direct, face-to-face sales interactions. The course covers essential topics such as understanding buyer behavior, effective communication, relationship-building, prospecting, presentation strategies, handling objections, and closing sales. Emphasis is placed on developing persuasive selling skills, ethical considerations, and adapting approaches to meet diverse customer needs. Through role-playing, case studies, and practical exercises, students gain hands-on experience and confidence in applying professional selling techniques in various business contexts.
Recommended Textbook
Selling Today Partnering to Create Value 14th Edition by Gerald L. Manning
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17 Chapters
1283 Verified Questions
1283 Flashcards
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Page 2
Chapter 1: Relationship Selling Opportunities in the Information Economy
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75 Verified Questions
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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) ________ has no value until it is communicated effectively.
Answer: Information
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Chapter 2: Evolution of Selling Models That Compliment the Marketing Concept
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Sample Questions
Q1) CRM software is used to manage information about:
A)research and development
B)competitors
C)prospects and customers
D)strategy
E)market trends
Answer: C
Q2) A partnership is beneficial for both parties because the successive sales are:
A)equal to the initial sales
B)greater than the initial or repeat sales
C)not necessarily guaranteed
D)a function of the price of the product
E)transactional in nature
Answer: B
Q3) The marketing concept is the foundation of the sales methods and techniques used since the 1950s.
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) What are the three elements of emotional intelligence?
Answer: 1.The capacity for monitoring our own feelings and those of others
2.The capacity for motivating ourselves
3.The capacity for managing emotions well in ourselves and in our relationships
Q2) Many business organizations,professional associations,and certification agencies have established written codes of ethics.
A)True
B)False
Answer: True
Q3) In transactional sales,the customer's primary focus is a trustworthy:
A)product
B)salesperson
C)organization
D)culture
E)industry
Answer: A
Q4) Business defamation incurred when an unfair and untrue statement is made about a company in writing is known as ________.
Answer: business libel
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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) According to the text,emotional intelligence can most likely be increased by using:
A)partnering relationships
B)transactional sales methods
C)non-verbal communication tools
D)empathizing techniques
E)self-development activities
Q3) Nonverbal messages can reinforce or contradict the spoken word.
A)True
B)False
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.
Q6) List and describe the steps of the CARE model of relationship-building.
6
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Chapter 5: Communication Styles: A Key to Adaptive Selling
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Sample Questions
Q1) 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
Q2) Communication style is an important aspect of our personality.
A)True
B)False
Q3) Understanding a customer's communication style tells the salesperson:
A)the customer's preferences in how they are communicated with and what their product needs are
B)the customer's preferences in how they are communicated with,but not what their product needs are
C)the customer's product needs,but not their preferences in how they are communicated with
D)neither the customer's product needs nor their preferences in how they are communicated with
E)what the approximate length of the sales cycle will be for this customer
Q4) Describe the difference between lower dominance and higher dominance.
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Chapter 6: Creating Product Solutions
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Sample Questions
Q1) One way to neutralize a competitor's proposal that beats your price or terms is by employing a value-added approach.
A)True
B)False
Q2) Leading companies are aggressively automating their quotation management process.
A)True
B)False
Q3) The customer who asks,"How many miles per gallon does the Honda CRV get?"is requesting a type of product knowledge known as ________.
Q4) When a salesperson figures out what the customer's problem is,works with the customer to create a vision of a solution,and then comes up with a plan to realize that vision,it is called:
A)solution selling
B)a product strategy
C)a customer strategy
D)partner selling
E)visualizing
Q5) List the three steps to developing a product strategy.
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Chapter 7: Product-Selling Strategies That Add Value
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Sample Questions
Q1) What would be the best way to position Green Grain relative to traditional grain?
A)as a higher-priced product that would allow farmers to make greater profits
B)as a higher-priced product that is more socially responsible than traditional grain
C)as an experimental product with which farmers could be the first on the market
D)as a product that exceeds federal standards for cattle feed
E)as a product that stores well throughout the winter
Q2) The goal of selling strategies for mature and well-established products is to:
A)change buying habits
B)build desire for the product
C)maintain customer relationships
D)sell more units at a lower price
E)keep sales on an even level
Q3) In most cases,the same sales strategy is used to sell a new and an emerging product as is used to sell a mature,well-established product.
A)True
B)False
Q4) The first step in establishing a product price is to determine the firm's ________ objectives.
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Page 9
Chapter 8: The Buying Process and Buyer Behavior
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Sample Questions
Q1) Which type of consumer buying situation requires very little consumer involvement and brand differences are usually insignificant?
A)habitual buying decision
B)straight rebuy decision
C)complex buying decision
D)modified rebuy decision
E)partner buying decision
Q2) Product buying motives include:
A)engineering preference
B)social preference
C)method preference
D)purchase preference
E)frequency preference
Q3) The three prescriptions for developing a customer strategy focus on(1)the customer's buying process,(2)why customers buy,and(3)negotiating the transaction.
A)True
B)False
Q4) A(n)________ is a carefully conceived plan that will result in maximum customer responsiveness.
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Chapter 9: Developing and Qualifying Prospects and Accounts
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Sample Questions
Q1) How does Grackin most likely benefit from hosting educational seminars?
A)engaging in socially responsible activities in the community
B)helping sales representatives with their presentation skills
C)providing shareholders with many educational benefits
D)highlighting product benefits to potential prospects
E)generating extra revenue from attendees
Q2) Networking is another word for prospecting.
A)True
B)False
Q3) A major barrier to prospecting is time. Therefore,salespeople should:
A)try to avoid spending time available for actual selling on prospecting
B)try to spend at least 50 percent of every week on prospecting
C)get involved in prospecting only after completing all regular selling activities
D)assign prospecting tasks to lower-level employees
E)integrate prospecting activities with regular selling duties
Q4) CRM software cannot be used to track the likelihood that a sale will close.
A)True
B)False
Q5) The C in the acronym CRM stands for ________.
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Chapter 10: Approaching the Customer with Adaptive Selling
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Q1) What are the steps in order of the six-step presentation plan?
A)rehearsing,initial contact,presenting,demonstrating,closing,and servicing the sale
B)approach,needs discovery,presentation,negotiation,close,and servicing the sale
C)custom fitting,presentation,demonstration,negotiating,communicating,and closing
D)initial contact,presentation,demonstration,communication,closing,and servicing
E)preapproach,approach,rehearsing,presentation,negotiation,and closing
Q2) The statement,"This product is convenient,priced right,and ready to use,"is an example of which of the following approaches?
A)premium
B)survey
C)product
D)benefit
E)systems
Q3) Adaptive selling builds on the customer strategy,the relationship strategy,and the product strategy.
A)True
B)False
Q4) List and explain the steps in the six-step presentation plan.
Page 12
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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) As a general rule,we can close more sales by:
A)increasing the amount of time we spend telling customers about product features
B)increasing the number of facts and figures we use in the presentation
C)decreasing the time allocated to active listening
D)decreasing the amount of detail in the sales presentation
E)using confirmation questions to determine if we are on the right track
Q3) An informative presentation is a type of need-satisfaction presentation.
A)True
B)False
Q4) A salesperson can do which of the following through the use of careful active listening techniques?
A)rely on customer information stored in a CRM
B)design a persuasive product presentation
C)present a product to an unwilling buyer
D)select a solution that creates the correct product configuration
E)uncover buyer needs and establish buyer motives
Q5) List and discuss the four major parts of the need-satisfaction model.
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Chapter 12: Creating Value with the Consultative Presentation
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Sample Questions
Q1) Rehearsal of a sales presentation is not important if the presentation is well planned. A)True
B)False
Q2) 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.
Q3) The first rule of group presentations is to assign a leader of the group.
A)True
B)False
Q4) There are several different types of presentations,and the salesperson should choose the one most likely to influence the prospect.
A)True
B)False
Q5) What are the guidelines for preparing and conducting a group sales presentation?
Page 14
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Chapter 13: Negotiating Buyer Concerns
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Sample Questions
Q1) Kelly's bottom line is price,but she has wiggle room if the seller can move on terms such as tiered discounts for subsequent orders. Which of the following would most likely appeal to Kelly?
A)personalized service agreement for the product
B)implementation of the product
C)free training on use of the product
D)a delayed payment plan
E)using a different manufacturer
Q2) If you believe in your product and understand its unique features,then preparing for price resistance is unnecessary.
A)True
B)False
Q3) Cost represents the:
A)relationship between price and amortization
B)initial amount the buyer pays for the product
C)amount the buyer pays for a product as it is used over a period of time
D)true value of the product in non-financial terms
E)buyer's contribution to the negotiations
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) The direct appeal works best if it occurs early in the sales presentation before a prospect shows clear interest in a product.
A)True
B)False
Q2) After closing the sale,it would be proper to say,"Do you know anyone else who might be interested in this product?"
A)True
B)False
Q3) When you are working on a large,complex sale you should most likely try to achieve:
A)joint partnership
B)special concessions
C)immediate commitment
D)transactional synergy
E)incremental commitment
Q4) A pushy or manipulative close can be overcome by establishing a long-term relationship with the customer.
A)True
B)False
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Chapter 15: Servicing the Sale and Building the Partnership
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Sample Questions
Q1) Satisfied customers who make product recommendations to others act as a firm's"auxiliary"sales force.
A)True
B)False
Q2) Surveys show that poor service and lack of follow-up after the sale are the primary reasons customers stop buying from a salesperson.
A)True
B)False
Q3) The process of recommending products or services that are related to the main item sold to the customer is known as ________.
Q4) List the five steps to partnering with an unhappy customer.
Q5) Which of the following would most likely help Gail prevent postsale 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
Q6) The effort to sell better-quality products is known as ________.
Q7) Getting credit for the value you create for the customer is known as ________.
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Chapter 16: Opportunity Management: The Key to Greater Sales Productivity
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Sample Questions
Q1) Salespeople are most likely similar to entrepreneurs in that both of them must practice:
A)long-term financial planning
B)effective recruiting abilities
C)multiplatform operations
D)presentation skills
E)self-management
Q2) Because Victoria and the account manager she partners with are not in the same space but need to have access to the same information,it is vital that they both use:
A)the same type of computer,so they can share files seamlessly
B)a web conferencing system that allows them to show each other files and documents
C)mobile phones that allow them to send and receive text messages instead of landlines that do not allow for text messaging
D)a computerized,Internet-based CRM system that allows them both to enter and access information about their clients
E)the same e-mail client so they can read e-mails from each other
Q3) List and describe the four areas of opportunity management.
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Page 18
Chapter 17: Management of the Sales Force
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Q1) 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
Q2) A salesperson's performance evaluation is typically based entirely on qualitative items of measurement because quantitative criteria are viewed as unfair and subjective.
A)True
B)False
Q3) Smaller companies with small sales forces can reduce training costs while meeting the needs of their salespeople by:
A)hiring salespeople who have already been trained at other companies
B)using online training courses instead of live training courses
C)refining specific closing techniques instead of focusing on the basics of sales
D)reallocating employees from the marketing department to the sales department
E)creating informal training programs instead of formal training programs
Q4) ________ is an intrinsic reward that occurs when a duty or task is performed.
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Page 19