Professional Selling Solved Exam Questions
Course Introduction
Professional Selling explores the principles, processes, and techniques involved in effective salesmanship in todays competitive marketplace. The course covers the entire sales cycle, including prospecting, relationship building, needs assessment, presentation skills, handling objections, closing the sale, and after-sales service. Students will develop communication, persuasion, and negotiation skills, as well as gain insights into ethical and consultative selling approaches. Real-world scenarios, role-plays, and case studies are used to provide practical experience, preparing students for successful careers in sales across various industries.
Recommended Textbook
SELL 2 Canadian 2nd Edition by Thomas N. Ingram
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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) In consultative selling, salespeople fulfil three primary roles: strategic orchestrator, business consultant, and order-taker.
A)True
B)False
Answer: False
Q2) Careful listening is required when using the mental states selling approach to determine which stage the buyer is in at a given point in time.
A)True
B)False
Answer: True
Q3) What are the two basic ways in which salespeople have contributed to the economic growth of Canada?
A) by stimulating economic transactions and encouraging research and development
B) by disseminating market information and introducing new products to people in rural areas
C) by stabilizing economic transactions and assisting in recovery cycles
D) by stimulating economic transactions and increasing diffusion of innovation
Answer: D
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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) Ethical standards for a profession are based on society's standards.
A)True
B)False
Answer: True
Q2) What is the term for making a false claim about a product or its performance?
A) pyramid selling
B) express warranty
C) misrepresentation
D) negligence
Answer: C
Q3) According to the textbook, what does ethics refer to?
A) correct behaviour for the situation at hand
B) the right and wrong conduct of individuals and the institutions of which they are a part
C) moral conduct as determined by the government and society
D) laws governing orderly behaviour within society
Answer: B
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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) According to the textbook, which step in the selling process typically involves engaging prospects and customers through sales dialogue and presentations, co-creating and validating customer value, and earning customer commitment?
A) initiating customer relationships
B) developing customer relationships
C) enhancing the customer relationship
D) evaluating the customer relationship
Answer: B
Q2) Suppose that you are a salesperson making a sales proposal to a potential customer who you know uses a multiattribute model when making buying decisions. During the sales presentation, you perceive that the buyer has unrealistic or mistaken beliefs regarding competitive offerings. What is probably the best strategy to follow?
A) modify the product offering being proposed
B) alter the buyer's beliefs about the competitor's offering
C) alter the importance weights
D) call attention to neglected attributes
Answer: B
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Chapter 4: Communication Skills
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148 Verified Questions
148 Flashcards
Source URL: https://quizplus.com/quiz/23742
Sample Questions
Q1) Tilting your head to one side during a discussion suggest an increased level of evaluation.
A)True
B)False
Q2) Reactive questions are always open-end.
A)True
B)False
Q3) When talking with the buyer, a salesperson should never break eye contact.
A)True
B)False
Q4) With respect to common nonverbal clusters, which of the following meanings do leaning the head in the palm of the hands, slouching, drumming fingers, swinging a foot or tapping, poor eye contact, and glancing at a watch suggest?
A) evaluation
B) deception
C) readiness
D) boredom
Q5) How a person sits in a chair is a form of nonverbal communication.
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) What is the second 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
Q2) Getting past the gatekeeper in an organization to make contact with decision makers is one of a salesperson's greatest challenges with prospecting.
A)True
B)False
Q3) According to the textbook, the main reason that salespeople dislike prospecting is that it is too time-consuming in comparison to the results generated.
A)True
B)False
Q4) In comparison to other prospecting methods, cold calling is highly inefficient. A)True
B)False
Q5) Outbound telemarketing is a form of cold calling.
A)True
B)False
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Chapter 6: Planning Sales Dialogues and Presentations
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101 Verified Questions
101 Flashcards
Source URL: https://quizplus.com/quiz/23744
Sample Questions
Q1) Which type of sales communication format requires the greatest amount of buyer involvement and input?
A) a directed sales presentation
B) an organized sales dialogue
C) a written sales presentation
D) a canned sales presentation
Q2) Salespeople should have an objective for each sales call.
A)True
B)False
Q3) Chris wants to improve the chances of getting appointments with prospects. According to the textbook, what will help Chris when making appointments?
A) providing the prospect with a reason to grant the meeting and suggesting a date and time
B) suggesting that the planned meeting will be very short in duration
C) using the name of a mutual acquaintance as a referral
D) claiming to be conducting important marketing research on the industry
Q4) "We need to reduce our costs" is an example of an emotional buying motive.
A)True
B)False
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Chapter 7: Sales Dialogue
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109 Verified Questions
109 Flashcards
Source URL: https://quizplus.com/quiz/23745
Sample Questions
Q1) Which of the following is being used by a salesperson making the statement, "Past experience with our customers has shown that using the heavy duty formula for this cleaning solution is twice as effective in breaking down grease as the regular formula"?
A) an analogy
B) an anecdote
C) a comparison
D) an example
Q2) To keep a sales presentation fresh and exciting, a salesperson should avoid practising it before presenting to the prospective buyer.
A)True
B)False
Q3) A salesperson can improve audience understanding in a sales presentation by reading from the visual materials used.
A)True
B)False
Q4) A salesperson will use sales aids to add interest and clarity to a presentation.
A)True
B)False
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Chapter 8: Addressing Concerns and Earning Commitment
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105 Verified Questions
105 Flashcards
Source URL: https://quizplus.com/quiz/23746
Sample Questions
Q1) What is the term for favourable statements a buyer makes during a sales presentation that suggest buyer commitment?
A) indirect commitments
B) commitment signals
C) positive selling points
D) deal closers
Q2) "I can understand why you feel that way regarding the difficulty of using this type of software. We have had a number of customers in the past who felt the same way. However, we have found that by conducting intensive employee training during installation and using the self-help functions built into the program, these concerns were never an issue." Which approach for handling objections does this statement illustrate?
A) translation or boomerang
B) third-party reinforcement
C) indirect denial
D) compensation
Q3) "Your prices are too high" is probably the most common type of objection heard by salespeople.
A)True
B)False
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Page 10
Chapter 9: Expanding Customer Relationships
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107 Verified Questions
107 Flashcards
Source URL: https://quizplus.com/quiz/23747
Sample Questions
Q1) How does the textbook define the process of converting new customers into lifetime customers by continually adding value to the product?
A) building goodwill
B) customer extraction
C) value substitution
D) customer conversion
Q2) Each time a customer interacts with a member of the selling organization it is referred to as a moment of truth.
A)True
B)False
Q3) Which of the following customer service dimensions refers to a salesperson's desire to work with and properly service customers on a daily basis?
A) communication
B) reliability
C) resilience
D) service motivation
Q4) Complaints will never be completely eliminated by any company.
A)True
B)False
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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) Olga does an excellent job of setting her own objectives but rarely devotes any time to developing and executing plans to achieve those objectives. How would Olga best be characterized?
A) as a procrastinator
B) as an ineffective self-leader
C) as goal directed but implementation impaired
D) as an effective self-leader
Q2) According to the textbook, what is the fourth stage of self-leadership?
A) territory analysis and account classification
B) development and implementation of strategies and plans
C) tapping technology and automation
D) assessment and evaluation
Q3) Which common type of sales goal are number of accounts lost, complaints received, and lost account ratios examples of?
A) market share
B) ancillary activity
C) conversion
D) customer retention
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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) According to the textbook, which of the following best summarizes the rationale for an organization spending resources on sales training?
A) When properly designed and executed, sales training has the fastest return on any investment it may choose to make.
B) Most organizations depend on sales training to compensate for mistakes made in recruitment and selection.
C) It is more cost efficient to train salespeople than to replace those who are underperforming.
D) Salespeople like sales training that improves both morale and performance.
Q2) Recent trends indicate that CRM systems are becoming more valuable to users.
A)True
B)False
Q3) Before Jim, a sales manager, can begin thinking about developing the salesforce, he needs to first define the strategic role of the selling function.
A)True
B)False
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