Personal Selling Test Bank
Course Introduction
Personal Selling is a comprehensive course that explores the principles, strategies, and techniques essential to developing effective interpersonal sales skills. Students will learn about the sales process from prospecting and approaching potential clients to presenting solutions, handling objections, and closing deals. Emphasis is placed on building long-term customer relationships, ethical selling practices, and understanding buyer motivations. Through case studies, role-playing, and real-world scenarios, students will develop communication, negotiation, and problem-solving skills that are crucial for success in a sales career across various industries.
Recommended Textbook
SELL 3rd Edition by Thomas N. Ingram
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11 Chapters
1529 Verified Questions
1529 Flashcards
Source URL: https://quizplus.com/study-set/1199
Page 2
Chapter 1: Overview of Personal Selling
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127 Verified Questions
127 Flashcards
Source URL: https://quizplus.com/quiz/23728
Sample Questions
Q1) Kevin is a salesperson who relies heavily on trust building. This style of selling is known as?
A) Personal selling
B) Mental states selling
C) Trust-Based relationship selling
D) Canned selling
E) None of the above.
Answer: C
Q2) All of the following statements accurately reflect factors that pertain to need-satisfaction selling except?
A) This method focuses on the salesperson and his/her product offerings.
B) The salesperson utilizes questioning, probing tactics to uncover important buyer needs.
C) The salesperson waits until relevant needs have been established before discussing product offerings.
D) The customer dominates the early portion of the sales interaction.
E) It is the salesperson's duty to identify the need to be met and then help the buyer in meeting that need.
Answer: A
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3
Chapter 2: Building Trust and Sales Ethics
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109 Verified Questions
109 Flashcards
Source URL: https://quizplus.com/quiz/23729
Sample Questions
Q1) Wayne is a salesperson who is honest and upfront with his customers. Accordingly, Wayne's customers most likely perceive him as being ____________, one of the components of trust.
Answer: Candid (Candor)
Q2) What does the acronym SMEI stand for?
A) Sales and Marketing Executives International
B) Senior Marketing Executives International
C) Self-Made Entrepreneurs International
D) Sales and Marketing Era Industry
E) None of the above
Answer: A
Q3) Honesty of the spoken word is called ____________, one of the components of trust.
Answer: Candor
Q4) Jeni tells her customers her product is lightweight even though it is much heavier than any of the competitive products. Jeni is making false claims about her product, an unethical activity otherwise known as ______________________.
Answer: Misrepresentation
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Chapter 3: Understanding Buyers
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144 Verified Questions
144 Flashcards
Source URL: https://quizplus.com/quiz/23730
Sample Questions
Q1) Individuals who are high on the assertiveness measure and high on responsiveness measure are known as __________________.
Answer: Expressives
Q2) Business markets are subject to the acceleration principle.
A)True
B)False
Answer: True
Q3) _________________ refers to a purchase decision resulting from an ongoing purchasing relationship with a supplier.
Answer: Straight Rebuy
Q4) Straight rebuy and modified rebuy both refer to types of purchasing decisions.
A)True
B)False
Answer: True
Q5) The _______________________refers to a perceived difference between a buyer's desired and actual state of being.
Answer: Needs Gap
Q6) The first step of the buying decision process is __________________________.
Answer: Recognition of a Need
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Chapter 4: Communication Skills
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135 Verified Questions
135 Flashcards
Source URL: https://quizplus.com/quiz/23731
Sample Questions
Q1) ________________questions are a directive form of questioning that asks the customer to choose from two (or more - multiple choice) options.
Q2) "What are the growth objectives of the company?" is an example which type of ADAPT question?
A) Assessment questions
B) Activation questions
C) Transition questions
D) Problem questions
E) Discovery questions
Q3) Which the following is a characteristic of nonverbal language?
A) It includes body movement and vocal characteristics
B) It relatively unimportant to communication
C) It includes body movement but not vocal characteristics
D) It is extremely easy to control
E) It conveys very little meaning
Q4) Active listening is efficient for salespeople because they can actively form responses while the buyer is talking.
A)True
B)False
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Chapter 5: Strategic Prospecting and Preparing for Sales Dialogue
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123 Verified Questions
123 Flashcards
Source URL: https://quizplus.com/quiz/23732
Sample Questions
Q1) The Ideal Customer Profile refers to the characteristics of a firm's best customer or the perfect customer.
A)True
B)False
Q2) Karen is a salesperson for a large industrial equipment company. Most of her existing and potential customers are geographically dispersed across North America. Which of the following would probably be her best method of prospecting?
A) Cold Canvassing
B) Trade Shows
C) Observation
D) Centers of influence
E) Industrial Customer Ranking Protocol
Q3) Which of the following social networking tools may be used by salespeople to generate leads?
A) LinkedIn
B) Plaxo
C) Outlook
D) Salesforce.com
E) A and B are social networking tools routinely used by salespeople
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Chapter 6: Planning Sales Dialogues and Presentations
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139 Verified Questions
139 Flashcards
Source URL: https://quizplus.com/quiz/23733
Sample Questions
Q1) _____________________________ presentation is a sales presentation type that allows a salesperson to implement appropriate sales strategies and tactics based on customer research or information gathered during previous sales calls.
Q2) Natalie's customers are usually interested in features that help their companies appear more "high-tech" while at the same time reducing costs. With respect to the purchase decision process, these prospects are driven primarily by:
A) Physical buying motives
B) Rational buying motives
C) Emotional buying motives
D) Irrational buying motives
E) A combination of rational and emotional
Q3) When scheduling an appointment with a prospect, it's a good idea to specify the amount of time need for the meeting.
A)True
B)False
Q4) The second A in ADAPT stands for ________________ questions.
Q5) ________________ are sales presentations that include scripted sales calls, memorized presentations, and automated presentations.
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Chapter 7: Sales Dialogue: Creating and Communicating Value
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133 Verified Questions
133 Flashcards
Source URL: https://quizplus.com/quiz/23734
Sample Questions
Q1) According to the SPES Sequence, the final step in presenting sales aid is to
.
Q2) It is important for a salesperson to determine the needs before making a sales presentation.
A)True
B)False
Q3) Which of the following is true when it comes to handling questions from a buying group?
A) Salespeople should anticipate difficult questions
B) Salespeople should make eye contact with the person asking the question
C) Salespeople should restate or rephrase the question
D) Salespeople should answer questions succinctly and convincingly
E) All of the above are correct
Q4) A salesperson gains a tactical advantage in a group meeting by arriving before anyone else.
A)True B)False
Q5) The benefits the buyer indicates are important and represent value are called
Q6) An anecdote is a specific type of a/an __________________ Page 9
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Page 10
Chapter 8: Addressing Concerns and Earning Commitment
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139 Verified Questions
139 Flashcards
Source URL: https://quizplus.com/quiz/23735
Sample Questions
Q1) "Your company is too small to meet my needs" is an example of a(n) ______________ objection.
Q2) "How do I know you'll meet our delivery requirements?" is an example of a service objection.
A)True
B)False
Q3) The salesperson initiates trial commitments.
A)True
B)False
Q4) Ethan has a testimonial from a highly respected customer that counters the rumor Ethan's company doesn't have a strong research and development department. With which of the following types of objection handling methods is Ethan most likely to use the testimonial?
A) Indirect denial
B) Questioning
C) Translation
D) Compensation
E) Reverse Contention Method (RCM)
Q5) Turning a reason not to buy into a recent to buy, reflects the ______________method of handling objections.
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Chapter 9: Expanding Customer Relations
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140 Verified Questions
140 Flashcards
Source URL: https://quizplus.com/quiz/23736
Sample Questions
Q1) Computer technology is helpful to salespeople, but only in that it can help them track their customers.
A)True
B)False
Q2) What is the most important customer service dimension?
A) Communication
B) Reliability
C) Resilience
D) Motivation
E) Anticipation
Q3) Which of the following is not one of the expectations customers have when dealing with customer service personnel?
A) Assurance
B) Empathy
C) Capitulation
D) Resolution of complaints
E) All the above
Q4) An organizations dedicated and proprietary computer network offering password-controlled access to people within and outside the organization is referred to as a/an _______________.
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Chapter 10: Adding Value: Self-Leadership and Teamwork
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154 Verified Questions
154 Flashcards
Source URL: https://quizplus.com/quiz/23737
Sample Questions
Q1) Successful teamwork usually results in synergy. Which of the following best describes what this means?
A) The output of the individuals is combined or "syn"thesized to increase productivity.
B) Working in teams saves energy.
C) The outcomes and results are greater for all parties than would be possible with multiple individuals acting independent of one another.
D) The outcomes and results are evenly shared among members resulting in greater harmony than would be possible with multiple individuals acting independent of one another.
E) None of the above are correct
Q2) Julie, a salesperson, has just set as a personal goal to achieve an annual income of $100,000 next year. She now needs to set her ____________ goals.
Q3) Once salespeople are fully trained, they rarely need to "team-up" with anyone from inside the company.
A)True
B)False
Q4) The first stage of Self-Leadership is _____________________.
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Chapter 11: Sales Management and Sales
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186 Verified Questions
186 Flashcards
Source URL: https://quizplus.com/quiz/23738
Sample Questions
Q1) A ________ examines the sales organization's past, current, and future sales performance in comparison to projections, competition, and industry sales.
A) Sales analysis
B) Salesperson audit
C) Sales projection audit
D) Analysis of variance (ANOVA)
E) Cost analysis
Q2) _________________rating scales is a performance evaluation method with the ability to link salesperson behaviors with specific outcomes and allow managers to indicate the level of behavior a specific salesperson is achieved.
Q3) Under an outcome-based evaluation system, Susan (a salesperson) will likely be measured on how her actual sales compare to her sales quota.
A)True
B)False
Q4) The first stage of the recruitment and selection process is __________________ for recruitment and selection.
Q5) The second stage of the recruitment and selection process is ___________ prospective candidates.
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