Principles of Sales Mock Exam
Course Introduction
Principles of Sales introduces students to the foundational concepts, techniques, and processes involved in successful selling. The course covers the role of the salesperson, personal selling strategies, understanding buyer behavior, relationship management, and ethical considerations in sales. Emphasis is placed on the sales cycle, from prospecting and approach to presentation, objection handling, closing, and post-sale follow-up. Through real-world examples and interactive activities, students will develop essential communication, negotiation, and persuasion skills crucial to building and maintaining customer relationships in a competitive marketplace.
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) The primary task of a detail salesperson is to develop goodwill and stimulate demand for products.
A)True
B)False
Answer: True
Q2) ________ has no value until it is communicated effectively.
Answer: Information
Q3) Assuming the role of a problem solver is part of developing a personal-selling philosophy.
A)True
B)False
Answer: True
Q4) Salespeople are most likely considered knowledge workers because they:
A)position and lay out information in a way that helps buyers understand it
B)gain knowledge of the product before they can sell it
C)repeat a script that they are given by their managers
D)develop an understanding of the best practices of sales
E)create products themselves before they sell them
Answer: A
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Chapter 2: Evolution of Selling Models That Compliment the Marketing Concept
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Sample Questions
Q1) 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
Q2) Business firms vary in terms of how strongly they support the marketing concept.
A)True
B)False
Answer: True
Q3) 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
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Chapter 3: Ethics: The Foundation for Partnering
Relationships That Create Value
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Sample Questions
Q1) If a potential client hints that they will give you a sale if you give them a gift,you should most likely:
A)give the potential customer a gift
B)tell your sales manager you are giving the customer a gift in exchange for the sale
C)report this to your sales manager and ask for help turning the customer down
D)report the customer to the Better Business Bureau or other oversight group
E)refer the potential customer to another vendor who may more willingly participate in bribery
Answer: C
Q2) If you view your employer's instructions or influence as improper,then you should most likely:
A)report your company to your industry's governing body
B)do what everyone else is doing
C)compromise your values in order to keep your job
D)voice opposition to the practice if it is in conflict with your value system
E)follow the lead of your colleagues
Answer: D
Q3) ________ must be viewed as an exchange of value. Answer: Personal selling
Page 5
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Chapter 4: Creating Value with a Relationship Strategy
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Sample
Questions
Q1) Although developing relationships with customers frequently leads to repeat business,such partnering rarely triggers referrals.
A)True
B)False
Q2) What is the best rule for salespeople to follow when choosing a wardrobe?
A)Business casual is acceptable in all corporate environments.
B)The salesperson should dress more formally than the client.
C)Men should wear blazers,and women should wear heels and skirts.
D)Salespeople should mimic the type and style of clothing worn by customers.
E)Clothing has no impact on job performance when salespeople act professionally.
Q3) The CARE model helps salespeople add value to their relationships with customers.
A)True
B)False
Q4) Guided imagery is another name for:
A)positive self-talk
B)goal-setting
C)rewarding effort
D)visualization
E)self-improvement
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Chapter 5: Communication Styles: A Key to Adaptive Selling
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Sample Questions
Q1) ________ is communicating in a way more readily understood by and more agreeable to persons of another communication style.
Q2) People who display their emotions with less intensity are said to be in:
A)zone one
B)zone two
C)zone three
D)zone four
E)the excess zone
Q3) A customer who takes the social initiative in most cases and expresses feelings openly is displaying characteristics of which of the following styles?
A)dominant
B)reflective
C)supportive
D)directive
E)emotive
Q4) 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) A salesperson should mention a competing product as soon as possible during the sales presentation to overcome objections.
A)True
B)False
Q2) A benefit is whatever provides the customer with personal advantage or gain.
A)True
B)False
Q3) The ShipNow salesperson's job is most likely to:
A)convince the customer into shipping everything with ShipNow
B)provide a solution for the customer's complex shipping needs
C)explain the packaging features offered by ShipNow
D)describe the many services offered by ShipNow
E)build rapport with the customer
Q4) One way to neutralize a competitor's proposal is by adding ________ to your own proposal.
Q5) Discuss the advantages of having in-depth knowledge of your product.
Q6) One of the best ways to present benefits is to use a bridge statement.
A)True
B)False
Q7) List the seven sources of product information available to salespeople.
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Chapter 7: Product-Selling Strategies That Add Value
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Sample Questions
Q1) What could the desk clerk do to maintain the guest's cluster of satisfactions?
A)The desk clerk cannot do anything,as the desk clerk does not have the technical skills to fix the wireless connection.
B)The desk clerk should not do anything,as the desk clerk is not a salesperson and therefore does not have responsibility for creating the cluster of satisfactions.
C)The desk clerk should offer to put the guest in an empty room as close to the original room as possible,to avoid inconveniencing the guest further.
D)The desk clerk should offer the guest the use of the lobby wireless,which the clerk knows to be problem-free,along with a discount off the charge for the room.
E)The desk clerk should refund the guest's full payment for the hotel room and find the guest a room at another hotel that can guarantee that its wireless service is problem-free.
Q2) Today's better educated and more demanding customers are seeking a(n)________ of satisfactions.
Q3) Explain how pricing strategy can reflect the product's place in the product life cycle.
Q4) The ________ product refers to what may remain to be done or what is possible.
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Chapter 8: The Buying Process and Buyer Behavior
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Sample Questions
Q1) Which is most likely true regarding the differences between consumer and organizational buyers?
A)Consumer buyers focus on complex,technical specifications,while organizational buyers focus on brand reputation.
B)Consumers purchase for household consumption,while organizational buyers purchase for personal consumption.
C)Consumer decisions are usually made by individuals,while organizational decisions are frequently made by several people.
D)Consumer purchases are based primarily on rational criteria,while organizational purchases are based primarily on emotional responses to products or promotions.
E)Consumers mostly engage in a lengthy decision process,while organizational buyers make quick decisions.
Q2) A customer will tend to screen out or modify stimuli. This process is known as:
A)conscious input
B)selective attention
C)discrimination
D)selectivity
E)sensation
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Chapter 9: Developing and Qualifying Prospects and Accounts
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Sample Questions
Q1) Qualifying is the process of identifying prospects who should be contacted.
A)True
B)False
Q2) A key concept in networking is to:
A)follow up with every person you make contact with
B)select who you will follow up with based on their usefulness
C)send an e-mail to every contact on a regular basis
D)follow up on all e-mails with a phone call three days later
E)offer a business card to select individuals
Q3) Sales intelligence refers to information available about what topics?
Q4) Networking is another word for prospecting.
A)True
B)False
Q5) Networking,as it applies to the field of selling,is a method of prospecting that:
A)utilizes the telephone and cold calling strategies
B)remains popular only in the telecommunications field
C)is seldom used today because of the rise of social media
D)is considered unethical in most industries because of lawsuits
E)relies on making contacts with people and profiting from the connections
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Chapter 10: Approaching the Customer with Adaptive Selling
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Sample Questions
Q1) Sarah has already made a brief call on the prospect. Which of the following objectives has she most likely achieved?
A)developed trust and presented solutions
B)established rapport and asked basic needs discovery questions
C)asked basic needs discovery questions and negotiated pricing
D)negotiated pricing and closed the sale
E)closed the sale and agreed on shipping terms
Q2) An approach that goes directly to showing the product to the prospect is the:
A)referral approach
B)question approach
C)product demonstration approach
D)survey approach
E)premium approach
Q3) The step in the presentation plan involving recognizing closing cues and initiating closing methods is the:
A)approach
B)needs identification
C)presentation
D)negotiation
E)close
Page 12
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Chapter 11: Determining Customer Needs With a Consultative Questioning Strategy
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Sample Questions
Q1) List and describe the four most common types of questions used in the field of personal selling.
Q2) A well-prepared salesperson will not find it necessary to recommend that a prospect purchase a product from another source.
A)True
B)False
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
E)collect basic facts about the buyer's existing situation and problem
Q4) Which stage of the consultative sales process most likely increases a salesperson's opportunities to build repeat business?
A)need discovery
B)solution selection
C)need satisfaction
D)sale servicing
E)approach
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Chapter 12: Creating Value with the Consultative Presentation
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Sample Questions
Q1) Statements,reports,testimonials,customer data,and photographs are all examples of:
A)proof devices
B)presentation software
C)PowerPoint slides
D)product literature
E)presentation strategies
Q2) Of the following,a prospect will be most likely to buy products from Angie if:
A)Angie emphasizes that she needs to earn her commission
B)Angie gives the prospect a gift bag with a minimum purchase
C)the prospect has seen a famous model advertising the brand
D)the prospect can trust safety research about product ingredients
E)the products make the prospect feel good about her appearance
Q3) ________ enhance credibility and can take the form of a statement,a report,or a photograph.
Q4) An interesting and attractive way of communicating an idea to others is called
Q5) List at least four of the seven guidelines that should be followed during preparation of a persuasive presentation.
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Q6) What are the guidelines for preparing and conducting a group sales presentation?
Chapter 13: Negotiating Buyer Concerns
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Sample Questions
Q1) A salesperson should most likely review the benefits of the product before making price concessions to a buyer who engages in ________ tactics.
A)budget limitation
B)take-it-or-leave-it
C)let-us-split-the-difference
D)"if...then"
E)"sell low now,make profits later"
Q2) A professional buyer says,"My final offer is $9,500,take it or leave it."The best way to cope with this type of resistance is to:
A)lower your price,but make sure the sale still results in a profit for your company
B)confidently review the superior benefits of your product and attempt another close
C)make a counteroffer that is about 10 percent under your first price quote
D)review the unique features of the product or service
E)unbundle features of the product
Q3) The ________ method of negotiating buyer resistance is one of the most convincing ways to overcome buyer skepticism.
Q4) List five common types of buyer concerns.
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15
Chapter 14: Adapting the Close and Confirming the Partnership
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Sample Questions
Q1) 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
Q2) Role playing is the best way to experience the feelings that accompany closing and to practice the skills needed to close sales.
A)True
B)False
Q3) Which of the following is one of the buying anxieties that make customers reluctant to commit,according to Gene Bedell,author of 3 Steps to Yes?
A)lack of strategy
B)lack of loyalty
C)fear of making a mistake
D)fear of asking for the close
E)fear of public speaking
Q4) A(n)________ is any positive statement regarding your product or some factor relating to the sale,such as credit terms or delivery date.
Q5) List four nonverbal clues that the prospect is receptive to a close.
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Chapter 15: Servicing the Sale and Building the Partnership
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Sample Questions
Q1) 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
Q2) People buy expectations,not products,according to Ted Levitt,author of The Marketing Imagination.
A)True
B)False
Q3) In the six-step presentation plan,the"servicing the sale"step includes recognizing closing clues,expansion selling,and making follow-up calls.
A)True
B)False
Q4) Cross-selling is most effective in those situations in which the:
A)purchase is product-based
B)sales type is transactional
C)products are similarly designed
D)relationship with the customer is new
E)salesperson and customer have an established relationship
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Chapter 16: Opportunity Management: The Key to Greater Sales Productivity
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Sample Questions
Q1) Since Po covers both trade shows and resellers,it makes most sense for her to organize her territory by:
A)date of trade show and location of reseller
B)date of trade show and complexity of reseller
C)time zone of trade show and time zone of reseller
D)size of trade show and size of reseller
E)size of trade show and zip code of reseller
Q2) Which of the following would LEAST likely eliminate stress in a short amount of time?
A)visualizing a vacation spot
B)organizing a schedule
C)walking outside
D)napping after lunch
E)having a massage
Q3) It is best to begin time conservation by picking one or two of the least wasteful areas and correcting those problems first.
A)True
B)False
Q4) List and describe the four areas of opportunity management.
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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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Sample Questions
Q1) What is the primary benefit of seeking job candidates within your own company?
A)Job descriptions are unnecessary.
B)Mentors are more willing to provide assistance.
C)Hiring requirements can be lowered for cost savings.
D)Current employees are familiar with company policies.
E)Private employment agencies charge fees for recruitment.
Q2) A sales manager screening applicants for a sales position should most likely seek an individual who:
A)will close sales no matter what it takes
B)is familiar with other employees at the firm
C)can bring large accounts from a competitor
D)has entrepreneurial ideas
E)is self-motivated
Q3) The sales manager who appraises the performance of sales personnel regularly is displaying the leadership quality known as"consideration."
A)True
B)False
Q4) Newspaper advertisements can attract well-qualified sales job applicants.
A)True
B)False
Page 19
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