Professional Selling
Final Test Solutions
Course Introduction
Professional Selling provides students with a comprehensive understanding of the sales process, focusing on the development of effective selling skills and techniques for building customer relationships. The course covers areas such as prospecting, needs assessment, presentation strategies, negotiation, and closing sales, along with ethical and legal considerations in selling. Through case studies, role-playing, and real-world scenarios, students gain practical experience and insights into managing the sales cycle, handling objections, and utilizing sales technology, preparing them for successful careers in various sales roles across industries.
Recommended Textbook
Selling Building Partnerships 8th Edition by Stephen Castleberry
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17 Chapters
1936 Verified Questions
1936 Flashcards
Source URL: https://quizplus.com/study-set/2467
Page 2
Chapter 1: Selling and Sales-People
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89 Verified Questions
89 Flashcards
Source URL: https://quizplus.com/quiz/49004
Sample Questions
Q1) What sales situations require greater creativity?
Answer: New customers, new solutions, high importance customer decisions, field selling, services, and situations where the salesperson has a significant role in securing the customer commitment.
Q2) John, the dynamic sales manager at Pulverize Construction Company, often solicits the ideas of his salespeople. John also has been known to ridicule suggestions from his staff. John is hampering the flow of ______________ in his organization.
A)craftsmanship
B)creativity
C)character
D)charisma
E)charm
Answer: B
Q3) Because Pam sells oil-drilling equipment for Oil Field Technologies, and Harold is a salesperson at Dillard's department store, Harold will most likely earn more per year than Pam.
A)True
B)False
Answer: False
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Page 3
Chapter 2: Ethical and Legal Issues in Selling
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133 Verified Questions
133 Flashcards
Source URL: https://quizplus.com/quiz/48995
Sample Questions
Q1) If the manufacturer of Kingston freestanding greenhouses were to give $10 to the salespeople who worked at retailers of Kingston greenhouses for each greenhouse they sold during the month of May, these special incentives would be called:
A)pull money.
B)a sale lifter.
C)a perquisite.
D)a spiff.
E)a straight commission.
Answer: D
Q2) Claiborne used to work for a law office. He was forced to quit because one of the partners kept rubbing against him, telling him dirty jokes, and making it an environment in which he could not work. Claiborne experienced:
A)a sexual innuendo.
B)intimate liberties.
C)workplace harassment.
D)sexual harassment.
E)sexual misconduct.
Answer: D
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Page 4
Chapter 3: Buying Behavior and the Buying Process
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117 Verified Questions
117 Flashcards
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Sample Questions
Q1) What are suppliers engaged in when suppliers are authorized to monitor and maintain inventories used in production by their customer?
Answer: automatic replenishment.
Q2) Kevin works for Irish Pub Company, a design and construction outfit that sells completely finished, made-in-Ireland pubs--complete with everything from beer taps to mosaic floors to decorative bric-a-brac like antique whiskey bottles--to American entrepreneurs. Kevin is trying to sell the Irish pub concept to a retired New York City business executive who wants to own his own business. Since the executive is not an experienced pub owner and is reluctant to invest $300,000 in the project, Kevin should consider this to be a _____ buying situation.
A)new-task
B)straight-rebuy
C)derived-demand
D)value-added
E)modified-rebuy
Answer: A
Q3) What is the term for a bidding situation where the lowest bid wins the contract?
Answer: reverse auction.
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Chapter 4: Using Communication Principles to Build Relationships
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90 Verified Questions
90 Flashcards
Source URL: https://quizplus.com/quiz/48993
Sample Questions
Q1) In two-way communication, encoding and decoding refer to ______ and ______ thoughts and interpretations.
A)announcing and denouncing
B)preferring and referring
C)translating and interpreting
D)deciphering and depicting
E)evaluating and influencing
Q2) Robert smiles a lot when he makes presentations to prospective buyers of his product. He says he uses the smile to communicate the idea he is a friendly, helpful salesperson. In terms of the communication process, translating this idea into a smile is his way of:
A)decoding.
B)deceiving.
C)encoding.
D)encroaching.
E)deciding.
Q3) In which of the four distance zones, do most business transactions occur?
Q4) What voice characteristic refers to the production of recognizable sounds?
Page 6
Q5) What is active listening? What techniques do active listeners use?
Q6) What is the 80-20 listening rule?
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Page 7
Chapter 5: Adaptive Selling for Relationship Building
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106 Verified Questions
106 Flashcards
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Sample Questions
Q1) Which of the following is NOT an advantage of the standard memorized sales presentation?
A)It ensures the salesperson will provide complete and accurate information about the company's products and policies.
B)It is very effective for telemarketing.
C)The beginning salesperson can quickly gain confidence.
D)It is based on a detailed analysis of the individual customer's situation and needs.
E)It can combine the best elements of the presentations used by a firm's best salespeople.
Q2) The _____ matrix is a training program for building adaptive selling skills that uses two critical dimensions, assertiveness and responsiveness.
A)affinity
B)social style
C)personality
D)sales approach
E)prospect reference
Q3) What do purchasing agents rate as one of the most important attributes of good salespeople?
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8
Chapter 6: Prospecting
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110 Verified Questions
110 Flashcards
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Sample
Questions
Q1) When a buyer at Monrovia Nursery Company sees an ad for a new type of Christmas tree stand in a trade magazine and responds by calling a toll-free number in the ad, _____ is taking place.
A)inbound telemarketing
B)bounce-back telemarketing
C)outbound telemarketing
D)seminar marketing
E)convention marketing
Q2) Laura knows the sales presentation she just made did not go well. The prospect is a leader in the local Chamber of Commerce and she is concerned her poor presentation might lead to:
A)lead qualifications
B)bird dogging
C)spam
D)negative referrals
E)influential centrality
Q3) A bounce-back is a person who, for a fee, will provide leads to a salesperson.
A)True
B)False
Q4) How can data mining assist sales prospecting?
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Chapter 7: Planning the Sales Call
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103 Verified Questions
103 Flashcards
Source URL: https://quizplus.com/quiz/48990
Sample Questions
Q1) What is the term used to describe customer's perception of what they want to happen in a specific use situation?
Q2) A salesperson that is unable to strike a proper balance between time spent in acquiring information and time spent making sales calls is likely to be experiencing:
A)research myopia
B)analysis paralysis
C)information de-optimization
D)data blindness
E)customer reticence
Q3) Rotocast Display Products sells display accessories to be used on the sales floor and in store windows. One popular item it sells is Corinthian columns ranging from 16" to 96." A Rotocast salesperson is calling on a company that specializes in designing store displays. Her goal is to sell the design company 3 dozen columns of various heights. If she can't achieve this goal, she wants to sell the design company 6 small columns. Identify the two types of multiple sales objectives that the Rotocast salesperson has set.
Q4) What is the most important step when planning a sales call?
Q5) What are the benefits of multiple sales call objectives?
Q6) Why should a salesperson make an appointment whenever possible?
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Chapter 8: Making the Sales Call
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115 Verified Questions
115 Flashcards
Source URL: https://quizplus.com/quiz/48989
Sample Questions
Q1) Dawn walks into a customer's office and immediately recognizes the customer is bothered by something. Dawn should:
A)smile.
B)sit down immediately.
C)ask if this is not a good time to meet.
D)tell a joke.
E)all of the above
Q2) Kyle has a door-to-door job selling non-toxic cleaning supplies. His sales presentation involves describing the products, showing how well they clean, and spraying the cleaner in his mouth. He then asks prospects whether they are convinced that his products are both effective and non-toxic. Kyle is using the ______________ sales approach.
A)FAB
B)SPIN
C)FEBA
D)NACK
E)ABC
Q3) What kind of presentation should be used if the goal of the presentation is to establish credibility?
Q4) Why should a salesperson use verbal probing during a sales presentation?
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Chapter 9: Strength-Ening the Presentation
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112 Verified Questions
112 Flashcards
Source URL: https://quizplus.com/quiz/48988
Sample Questions
Q1) The cost of the new saw to cut wood veneers is $14,000. Because of a revolutionary new cutting blade, the new saw will not cause the veneer to splinter and will make clean cuts. This clean cut will save the company $1,200 each year. Using the formula in the text, calculate the payback period for the $14,000 investment.
A)1.67 years
B)8.6 years
C)11.67 years
D)86 years
E)cannot be calculated from the information provided
Q2) Fiona, a manager of a retail store, wants to know whether she is maximizing her return on space. She will likely calculate the ____________ for each area of the store.
A)sales per square foot
B)cost-benefit
C)return on investment
D)QR correlation coefficient
E)sales per employee
Q3) When making a sales presentation, why should a salesperson handle their product carefully?
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Chapter 10: Responding to Objections
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131 Verified Questions
131 Flashcards
Source URL: https://quizplus.com/quiz/49003
Sample Questions
Q1) Joe sells ergonomically-designed office furniture. Joe would find it easier to sell to a customer who:
A)asked Joe if there were any financial benefits to buying Joe's company's office furniture.
B)sat quietly through the entire presentation.
C)spent the time during the presentation looking at the fabric swatches Joe had bought.
D)stared out the window at some men cutting a tree during the entire presentation.
E)after continually looking at his watch during the presentation finally asked Joe, "What time is it?"
Q2) Because her product is new and most potential buyers have never heard of it, Alberta can expect to encounter a lot of objections when she tries to set appointments.
A)True
B)False
Q3) One common method for dealing with a prospect's objections is the acknowledge method. When should this method NOT be used?
Q4) Discuss the importance of forestalling as a strategy.
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Page 13
Chapter 11: Obtaining Commitment
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116 Verified Questions
116 Flashcards
Source URL: https://quizplus.com/quiz/49002
Sample Questions
Q1) As they spoke, the sales rep from the medical supply company just pulled out his order pad and began writing up an initial order for Rashmi's nursing home facility. This sales rep appears to be using the _____ traditional closing method.
A)direct request
B)minor point
C)direct action
D)standing-room-only
E)assumptive
Q2) Once the buyer has said, "Yes," the salesperson needs to:
A)discuss with the buyer any important information that he or she will need to enjoy the full benefits of the product.
B)thank the buyer for his or her business.
C)reassure the buyer that his or her choice was judicious.
D)avoid any show of excess excitement or enthusiasm.
E)do all of the above
Q3) Why should a salesperson never apologize for a price he or she quotes a prospect?
Q4) What is a wiki and how can a company use a wiki to assist salespeople?
Q5) What are the two types of quantity discounts offered by businesses?
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Chapter 12: Formal Negotiating
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137 Verified Questions
137 Flashcards
Source URL: https://quizplus.com/quiz/49001
Sample Questions
Q1) According to the text there are two philosophies concerning negotiation:
A)people and technological.
B)micro and macro.
C)push and pull.
D)top-down and bottom-up.
E)win-win and win-lose.
Q2) The selling team should always refuse buyer nibbling after the contract has been signed.
A)True
B)False
Q3) Everyone is a negotiator.
A)True
B)False
Q4) Salespeople who are both assertive and cooperative, attempting to seek the satisfaction of both parties are using what negotiation mode?
Q5) The best defense against the budget limitation tactic by a selling team is for the buying team to do its homework before the negotiation.
A)True
B)False
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Chapter 13: Building Partnering Relationships
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96 Verified Questions
96 Flashcards
Source URL: https://quizplus.com/quiz/49000
Sample Questions
Q1) What type of sales approach has been shown to improve both customer retention and firm profitability?
Q2) Zero Zone, Inc. manufactures and sells display refrigeration and freezer units to supermarkets. When its salespeople use federal government research information and trade data to explain to customers why 3-inch thick CFC-free urethane insulation is important for keeping products fresh, the salesperson is demonstrating which factor used to develop mutual trust?
A)dependability
B)honesty
C)likeability
D)flexibility
E)competence
Q3) The two types of market exchanges are:
A)functional and strategic relationships.
B)tactical and behavioral market exchanges.
C)solo market exchanges and functional relationships.
D)tactical market exchanges and profit relationships.
E)one-sided relationships and bipartisan market exchanges.
Q4) How is a market exchange relationship a win-lose relationship?
Q5) What is the term used to describe a consumer's total purchase over their life?
Page 16
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Chapter 14: Building Long-Term Partnerships
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105 Verified Questions
105 Flashcards
Source URL: https://quizplus.com/quiz/48999
Sample Questions
Q1) Upgrading, full-line selling and cross-selling are sales strategies that work best with existing customers.
A)True
B)False
Q2) When the buyer-seller relationship has reached the _____ stage, there is a stated or implied pledge to continue the relationship.
A)culmination
B)pinnacle
C)commitment
D)expansion
E)covenant
Q3) It is up to the salesperson to change his or her company's corporate culture to secure a partnership with an important client firm.
A)True
B)False
Q4) What is generally meant by the use of the term preferred supplier?
Q5) What is the message about the role of a salesperson in "Do We Have a Plan B?"
Q6) What is the most common reason why salespeople lose good accounts?
Q7) Briefly define corporate culture.
Page 17
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Chapter 15: Managing Your Time and Territory
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131 Verified Questions
131 Flashcards
Source URL: https://quizplus.com/quiz/48998
Sample Questions
Q1) In the opening profile Tony Fiorello suggests "have a business plan and follow it without deviation."
A)True
B)False
Q2) Which of the following is NOT one of the types of routing plans described in the text?
A)crazy-quilt
B)cloverleaf
C)leapfrog
D)circular
E)straight-line
Q3) What can a salesperson do to minimize the impact of paperwork on his or her prime selling time?
A)Don't worry about accumulated paperwork.
B)Complete routine reports monthly.
C)Realize paperwork can increase their productivity.
D)Regularly set aside a day he or she could be selling to catch up on paperwork.
E)Do all of the above.
Q4) How does an ABC analysis use the 80/20 rule?
Q5) What criteria are used when dividing a territory into zones?
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Chapter 16: Managing Within Your Company
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126 Verified Questions
126 Flashcards
Source URL: https://quizplus.com/quiz/48997
Sample Questions
Q1) Which of the following is an example of a field salesperson?
A)a retail clerk at a large department store
B)a telemarketer
C)the person who takes your order at a drive-through window
D)the salesperson who sells at the customer's place of business
E)all of the above
Q2) Katherine is developing a forecast for next year's sales of organic fertilizer by her company to the nation's retail gardening nurseries. She is assembling the sales estimates for her company's products by adding together the territory estimates provided by her salespeople. She is using _____ forecasting.
A)cumulative
B)geographic
C)statistical
D)profit quota
E)bottom-up
Q3) It is the duty of salespeople to establish internal partnerships with warehouse and customer service employees.
A)True
B)False
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Page 19
Chapter 17: Managing Your Career
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119 Verified Questions
119 Flashcards
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Sample Questions
Q1) When looking for information about a prospective employer what is usually the best source of information?
Q2) One of the dangers in applying to blind box job postings is:
A)you might find a job better than your current one
B)the employer may not be interested in someone with your qualifications
C)you might be sending your résumé to your own company
D)employers use blind box ads to weed out candidates
E)you might not want the job being advertised
Q3) As you compete for the job you want, knowledge about the company you will interview with is valuable. Which of the following is a valid source of information about the firm?
A)business reference books
B)its customers
C)its salespeople
D)its sales managers
E)all of the above
Q4) The most frequently contacted references are former employers.
A)True
B)False
Q5) What are the causes of role stress?
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