Professional Selling Exam Preparation Guide
Course Introduction
Professional Selling is a comprehensive course designed to introduce students to the principles and practices of effective salesmanship in todays dynamic business environment. Emphasizing relationship building and ethical conduct, the course covers essential topics such as understanding customer needs, developing persuasive communication strategies, managing the sales process, handling objections, and closing sales. Students will gain hands-on experience through case studies, role-plays, and real-world scenarios, allowing them to cultivate critical skills like active listening, negotiation, and adaptive selling. By the end of the course, students will be equipped with practical tools and techniques to succeed in diverse sales roles across various industries.
Recommended Textbook
Customer Service Skills for Success 6th Edition by Robert W. Lucas
Available Study Resources on Quizplus
10 Chapters
550 Verified Questions
550 Flashcards
Source URL: https://quizplus.com/study-set/3121 Page 2
Chapter 1: The Customer Service Profession
Available Study Resources on Quizplus for this Chatper
55 Verified Questions
55 Flashcards
Source URL: https://quizplus.com/quiz/61868
Sample Questions
Q1) Employees of other departments or branches,co-workers and other people who work within the same organization are ____.
A) external customers
B) internal customers
C) online customers
D) current customers
Answer: B
Q2) The ability of knowledgeable,capable,and enthusiastic employees to deliver products and services to their internal and external clients in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business is called ____.
A) downsizing
B) networking
C) customer service
D) outsourcing
Answer: C
To view all questions and flashcards with answers, click on the resource link above. Page 3
Chapter 2: Contributing to the Service Culture
Available Study Resources on Quizplus for this Chatper
55 Verified Questions
55 Flashcards
Source URL: https://quizplus.com/quiz/61867
Sample Questions
Q1) Mission statements should always tie back to the vision statement and should be incorporated into the infrastructure and service culture of an organization.
A)True
B)False
Answer: True
Q2) Which of the following guidelines should customer service professionals follow to meet the expectations of customers?
A) Service professionals should always use "they" language when dealing with customers.
B) Service professionals should involve customers in situations that are out of their control.
C) Service professionals should strive to mask their feelings of anger, frustration, and pressure from customers.
D) Service professionals should focus on attracting new customers rather than trying to retain existing customers.
Answer: C
To view all questions and flashcards with answers, click on the resource link above. Page 4
Chapter 3: Verbal Communication Skills
Available Study Resources on Quizplus for this Chatper
55 Verified Questions
55 Flashcards
Source URL: https://quizplus.com/quiz/61866
Sample Questions
Q1) Global terms are an encompassing and effective way to build credibility with your customers.
A)True
B)False
Answer: False
Q2) As a service provider,the key element in making your customer interactions successful is ____.
A) to realize that you are the most important element in the situation
B) to communicate only with those who know you best
C) to recognize how you tend to communicate by asking those who know you best for feedback
D) to realize that everyone you know is uncomfortable with giving you feedback and may not have a different perspective
Answer: C
Q3) The variable over which service providers have little control is the emotional state of their customers.
A)True
B)False
Answer: True
To view all questions and flashcards with answers, click on the resource link above.
Page 5
Chapter 4: Nonverbal Communication Skills
Available Study Resources on Quizplus for this Chatper
55 Verified Questions
55 Flashcards
Source URL: https://quizplus.com/quiz/61865
Sample Questions
Q1) Which of the following is a problem associated with nonverbal cues?
A) They are highly ineffective in customer interactions.
B) They are incapable of carrying powerful messages.
C) They are likely to be misinterpreted.
D) They are overridden by verbal messages.
Q2) Zones in which interpersonal interactions can take place are known as ____.
A) proxemics
B) semantics
C) environmental cues
D) vocal cues
Q3) Maintaining eye contact and smiling frequently are behaviors more often associated with females.
A)True
B)False
Q4) The key to reading body language is to realize that your interpretation should be used only as an indicator of the true meaning.
A)True
B)False
Q5) Explain the impact of culture in customer interaction and service.
Q6) What is the role of gender in nonverbal communication?
Page 6
To view all questions and flashcards with answers, click on the resource link above.
Chapter 5: Listening Skills
Available Study Resources on Quizplus for this Chatper
55 Verified Questions
55 Flashcards
Source URL: https://quizplus.com/quiz/61864
Sample Questions
Q1) Because of past experiences with other customers,you may be tempted to:
A) ask customers to go to another store for service.
B) make faulty assumptions.
C) look up the credit details of all the customers you are serving.
D) view customers as a problem.
Q2) Which of the following statements is true of listening?
A) It is a passive physiological process of receiving sound waves and transmitting them to the brain, where they are analyzed.
B) It is synonymous with hearing.
C) Research has revealed that the average white-collar worker in the United States typically has more than 50 percent efficiency rate when listening.
D) It is the primary means that many customer service professionals use to determine the needs of their customers.
Q3) Service recovery is a crucial step in delivering quality service and remaining competitive in the twenty-first century.
A)True
B)False
Q4) Describe attentiveness as a characteristic of a good listener.
To view all questions and flashcards with answers, click on the resource link above. Page 7
Chapter 6: Customer Service and Behavior
Available Study Resources on Quizplus for this Chatper
55 Verified Questions
55 Flashcards
Source URL: https://quizplus.com/quiz/61863
Sample Questions
Q1) _____ style is one of the behavioral groups,characterized by a direct and no-nonsense approach to people.
A) Rational
B) Decisive
C) Inquisitive
D) Expressive
Q2) A service provider should strive to provide seamless service that seems effortless and natural to the customer.
A)True
B)False
Q3) You are stereotyping a person when you make generalizations not based on reality. A)True
B)False
Q4) In customer service,many people do not always act the way you want them to.Hence ____.
A) behavior studies are unessential
B) controlling their behavior is necessary
C) isolation from such customers is essential
D) adaptability is crucial
To view all questions and flashcards with answers, click on the resource link above. Page 8
Chapter 7: Service Breakdowns and Service Recovery
Available Study Resources on Quizplus for this Chatper
55 Verified Questions
55 Flashcards
Source URL: https://quizplus.com/quiz/61862
Sample Questions
Q1) List any five possible strategies to effectively handle dissatisfied customers.
Q2) Peter,a customer-care executive of Homefort Inc.,an electronics company,adopts the problem-solving process to find a solution to a complaint he received from a customer regarding the non-functioning of a microwave.After identifying the problem,what is Peter likely to do next?
A) Make a decision and then reflect on it.
B) Evaluate the alternatives.
C) Identify the alternatives.
D) Compile and analyze the data.
Q3) A key to successfully serving all types of customers is to stereotype them.
A)True
B)False
Q4) Customer expectations can affect how service is delivered and perceived.
A)True
B)False
Q5) List any five work behaviors to adopt that can build internal relationships.
Q6) Once a customer transaction is completed,make sure any necessary follow-up action is begun.
A)True
B)False
Page 9
To view all questions and flashcards with answers, click on the resource link above.
Chapter 8: Customer Service in a Diverse World
Available Study Resources on Quizplus for this Chatper
55 Verified Questions
55 Flashcards
Source URL: https://quizplus.com/quiz/61861
Sample Questions
Q1) Keith,a middle-aged sales representative at NewGen,a sports apparel store often encounters customers from Generation Y.Which of the following approaches should Keith adopt to serve these customers better?
A) He must adopt an informal approach and treat them as his own children.
B) He must adopt a flippant approach toward them.
C) He must strive to get overly familiar with them.
D) He must strive to cater to their wants and needs just like any other customer.
Q2) _____ are groups in which members are separate from their group and are responsible for their destiny.
A) Collectivist cultures
B) Individualistic cultures
C) Ethnocentric culture
D) Polycentric cultures
Q3) People choose different conflict resolution styles with regard to a culture or group.
A)True
B)False
Q4) List the basic guidelines for communicating effectively with diverse customers.
Q5) List any five strategies for servicing customers with hearing disabilities.
To view all questions and flashcards with answers, click on the resource link above.
Page 10
Chapter 9: Customer Service Via Technology
Available Study Resources on Quizplus for this Chatper
55 Verified Questions
55 Flashcards
Source URL: https://quizplus.com/quiz/61860
Sample Questions
Q1) A key to using voice mail effectively is to keep your outgoing message current and indicating your availability.
A)True
B)False
Q2) An important thing to remember about e-mail is that it is sometimes unreliable.
A)True
B)False
Q3) _____ is an electronic form of messaging between mobile,portable,or fixed devices over a telephone network.
A) Cloud computing
B) Texting
C) Media blending
D) Predictive dialing
Q4) E-mail was not meant to replace formal written correspondence although many companies use it now for correspondence functions.
A)True
B)False
Q5) List any five approaches to help reassure your customers about security of your technology.
To view all questions and flashcards with answers, click on the resource link above. Page 11
Chapter 10: Encouraging Customer Loyalty
Available Study Resources on Quizplus for this Chatper
55 Verified Questions
55 Flashcards
Source URL: https://quizplus.com/quiz/61859
Sample Questions
Q1) Which of the following is the first step in the planning process model?
A) Evaluate the situation
B) Examine the situation
C) Identify alternatives
D) Set a goal
Q2) Which of the following is a tip to handle customers effectively?
A) Ask closed-end questions to determine the customer's needs.
B) Treat as many customers as possible simultaneously to cater to all their needs.
C) Strive to provide exceptional service to win over the customer.
D) Get to know only those customers who wish to foster a long-term relationship
Q3) _____ conducted by greeters,hosts,or hostesses as customers leave a facility.
A) Customer survey
B) Exit interviews
C) Follow-up telephone surveys
D) Shopper surveys
Q4) Technological advancement has failed to impact customer loyalty.
A)True
B)False
Q5) List the components in the customer relationship management process.
To view all questions and flashcards with answers, click on the resource link above. Page 12