Personal Selling Techniques
Exam Materials
Course Introduction
Personal Selling Techniques focuses on the principles, strategies, and skills necessary for successful face-to-face sales interactions. This course covers the stages of the personal selling process, including prospecting, approach, needs assessment, presentation, handling objections, closing, and follow-up. Students will learn to develop persuasive communication skills, build lasting customer relationships, adapt selling styles to different buyer types, and utilize ethical practices in sales. Through role-plays, case studies, and real-world simulations, the course prepares individuals to excel in consultative and relationship-based selling environments.
Recommended Textbook
SELL 2 Canadian 2nd Edition by Thomas N. Ingram
Available Study Resources on Quizplus 11 Chapters
1323 Verified Questions
1323 Flashcards
Source URL: https://quizplus.com/study-set/1200 Page 2
Chapter 1: Overview of Personal Selling
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111 Verified Questions
111 Flashcards
Source URL: https://quizplus.com/quiz/23739
Sample Questions
Q1) According to the textbook, how are the steps in the sales process best characterized?
A) highly interrelated, often overlapping, and not necessarily a strict sequence of events
B) discrete and strictly sequential
C) highly dependent, sequential, and context specific
D) asymmetrically aligned, nonsequential, and often interdependent
Answer: A
Q2) Honesty, dependability, customer orientation, expertise, and compatibility are all factors that salespeople use. When they do so, what is their goal?
A) to master the art of the stimulus-response selling approach
B) to participate in two-way and collaborative communication
C) to earn the trust of customers as the basis for developing a lasting relationship
D) to be actively involved in the customer's decision-making process
Answer: C
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3
Chapter 2: Building Trust and Sales Ethics
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113 Verified Questions
113 Flashcards
Source URL: https://quizplus.com/quiz/23740
Sample Questions
Q1) A salesperson who is pushy and uses high-pressure sales tactics is considered to be practising noncustomer-oriented behaviour.
A)True
B)False
Answer: True
Q2) Why should salespeople have a complete understanding of their companies' pricing policies?
A) because they are often responsible for negotiating price with their customers
B) because they must avoid getting into costly price negotiations with customers
C) because they must prevent being legally obligated to honour a quoted price
D) because they want to be perceived as being more dependable
Answer: A
Q3) Expertise is important to building trust in a sales context because buyers want to deal with salespeople who know how to help them achieve their bottom-line objectives.
A)True
B)False
Answer: True
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Chapter 3: Understanding Buyers
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134 Verified Questions
134 Flashcards
Source URL: https://quizplus.com/quiz/23741
Sample Questions
Q1) Which type of buyer needs include a desire for personal development, information, and knowledge to increase thought and understanding as to how and why things happen?
A) knowledge
B) functional
C) social
D) psychological
Answer: D
Q2) In the introduction to Chapter 3, Calvin Carson, customer value manager for International Paper, highlights that in order for the salespeople to best understand their customers' business regarding controlling capital expenditures and improving accounts receivable the salespeople should be sent on what kind of training?
A) product training
B) financial training
C) service training
D) management training
Answer: B
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Page 5
Chapter 4: Communication Skills
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148 Verified Questions
148 Flashcards
Source URL: https://quizplus.com/quiz/23742
Sample Questions
Q1) With respect to SIER, sensing refers to determining the meaning of the verbal and nonverbal components of a message.
A)True
B)False
Q2) Pictures are an important part of effective communication because they are usually easier to recall than words alone.
A)True
B)False
Q3) Which of these questions is tactical?
A) You mentioned earlier a problem with quality; which supplier are you currently using for that product category?
B) Do you know if any of your competitors have switched to a new supplier?
C) How long do you think it will take for you to make a decision?
D) Do you see the merits of our proposed solution to the quality problems you are now experiencing?
Q4) The rate at which a person speaks often affects how others will perceive him or her. A)True
B)False
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Chapter 5: Strategic Prospecting and Preparing for Sales Dialogue
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96 Verified Questions
96 Flashcards
Source URL: https://quizplus.com/quiz/23743
Sample Questions
Q1) Due to the time involved, the strategic prospecting plan should not be evaluated on any more than an annual basis.
A)True
B)False
Q2) Which sales prospecting method uses centres of influence, noncompeting salespeople, and online resources such as social media?
A) cold canvassing
B) networking
C) company sources
D) published sources
Q3) What is the fourth step of a strategic prospecting plan?
A) set goals for prospecting activities
B) allocate specific times for prospecting activities
C) track results of prospecting activities
D) evaluate the effectiveness of prospecting activities
Q4) Advertising inquiries are like inbound telemarketing in that the lead does some degree of self-qualifying.
A)True
B)False
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Chapter 6: Planning Sales Dialogues and Presentations
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101 Verified Questions
101 Flashcards
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Sample Questions
Q1) Salespeople should propose an agenda for the sales call but be flexible enough to revise it during the sales call to accommodate the needs of the buyer.
A)True
B)False
Q2) "We need to reduce our costs" is an example of an emotional buying motive.
A)True
B)False
Q3) What is the term for qualities or characteristics of a product or service that are designed to provide value to a buyer?
A) features
B) advantages
C) benefits
D) buying motives
Q4) The executive summary is the portion of the written sales proposal that is written only for the buying organization's upper management (executives).
A)True
B)False
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8
Chapter 7: Sales Dialogue
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109 Verified Questions
109 Flashcards
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Sample Questions
Q1) Given today's technology, electronic materials can and should be used to create interactive sales presentations that require minimal salesperson involvement.
A)True
B)False
Q2) What is the term for a testimonial written in story or anecdotal form used as a proof provider?
A) a satisfied customer statement
B) a case history
C) a word-of-mouth opportunity
D) an analogy
Q3) According to the textbook, what is the term for the use of statistics, testimonials, or case histories to support product claims?
A) proof providers
B) tertiary evidence
C) secondary research facts
D) selling persuasion
Q4) When following the SPES Sequence, the second step is to present the sales aid.
A)True
B)False
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Chapter 8: Addressing Concerns and Earning Commitment
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105 Verified Questions
105 Flashcards
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Sample Questions
Q1) One of the critical components to making a sale is to listen. .
A)True
B)False
Q2) Time objections are often used by the buyer as stall tactics.
A)True
B)False
Q3) What is the term for a traditional, and since discredited, sales closing technique that uses the principle that saying yes gets to be a habit (the salesperson asks a number of questions formulated so that the prospect continues to answer yes)?
A) standing-room-only close
B) assumptive close
C) fear or emotional close
D) continuous yes close
Q4) What is the term for a selling technique in which a salesperson asks the prospect to brainstorm reasons on paper of why and why not to buy?
A) alternative or legitimate choice
B) boomerang method
C) summary commitment
D) T-account or balance sheet commitment
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Chapter 9: Expanding Customer Relationships
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107 Verified Questions
107 Flashcards
Source URL: https://quizplus.com/quiz/23747
Sample Questions
Q1) Traditional selling and relational selling are pretty much the same with respect to postsale follow-up activities.
A)True
B)False
Q2) The salesperson's coordinating and interpreting the information gathered through buyer-seller contact and collaboration to develop insight regarding the buyer's changing situation, needs, and expectations takes place in the relate component of effective follow-up.
A)True
B)False
Q3) Improper installation is a common customer complaint.
A)True
B)False
Q4) From the salesperson's perspective, what should be the primary motivation for ensuring effective handling of customer complaints?
A) to use as a stepping stone to repeat business and recommendations to others
B) to avoid having to offer discounts or incentives to keep the customer happy
C) to protect his or her reputation
D) to avoid wasting his or her time
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Chapter 10: Adding Value
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124 Verified Questions
124 Flashcards
Source URL: https://quizplus.com/quiz/23748
Sample Questions
Q1) A salesperson using portfolio analysis would regard an account that was high in opportunity but weak in competitive position as a waste of time to call on.
A)True
B)False
Q2) Sharon has set her goals and objectives for the year and completed a territory analysis and account classification. According to the Five Sequential Stages of Self-Leadership model, what should Sharon do now?
A) seek her manager's approval of her plan
B) develop and implement strategies and activity plans
C) assess and evaluate her performance
D) look for ways to automate the sales process
Q3) What is the term for wireless broadband applications that enable users to view, create, and modify data on any Internet-capable devices such as smartphones, netbooks, and laptop computers?
A) mobile salesperson CRM solutions
B) cloud computing
C) deal analytics
D) portfolio analytics
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12
Chapter 11: Sales Management and Sales 20
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175 Verified Questions
175 Flashcards
Source URL: https://quizplus.com/quiz/23749
Sample Questions
Q1) What is the term for the classification of potential or current customers within a particular market into categories for the purpose of developing strategic approaches?
A) account targeting strategy
B) relationship strategy
C) customer segmentation strategy
D) team selling strategy
Q2) According to the textbook, what is the term for managing an organization's personal selling function to include planning, implementing, and controlling the sales management process?
A) sales leadership
B) sales management
C) sales supervision
D) sales control
Q3) The primary disadvantage of behaviourally anchored rating scales (BARS) is that they fail to include outcomes.
A)True
B)False
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