Professional Selling Techniques
Exam Review
Course Introduction
Professional Selling Techniques is designed to equip students with the essential skills and knowledge required for successful sales careers across various industries. The course covers key topics such as understanding customer needs, effective communication strategies, relationship building, handling objections, persuasive presentation methods, ethical considerations, and closing techniques. Through practical exercises, role-playing scenarios, and case studies, students develop the ability to engage clients confidently, tailor their approach for different situations, and foster long-term client relationships while achieving organizational sales goals.
Recommended Textbook
Management of a Sales Force 12th Edition by
Rosan L. Spiro
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17 Chapters
1508 Verified Questions
1508 Flashcards
Source URL: https://quizplus.com/study-set/2733
Page 2
Chapter 1: The Field of Sales Force Management
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93 Verified Questions
93 Flashcards
Source URL: https://quizplus.com/quiz/54543
Sample Questions
Q1) Which of the following types of jobs is an order-getter?
A)Xerox rep selling an office-copier system to United Airlines.
B)Pepsi-Cola delivery seller with a route in Birmingham,Alabama.
C)Sales engineer for Boeing Airplane Company.
D)Missionary sales rep for Lilly pharmaceuticals,calling on physicians.
E)Retail sales clerk in a department store.
Answer: A
Q2) The cost of managing and operating a sales force in most firms is a major cost of marketing,and tends to be much more than the cost of advertising.
A)True
B)False
Answer: True
Q3) The primary responsibility of delivery sellers is to ensure that their products are getting as much shelf space and promotional attention as possible.
A)True
B)False
Answer: True
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Chapter 2: Strategic Sales Force Management
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79 Verified Questions
79 Flashcards
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Sample Questions
Q1) The marketing mix is also known as the promotional mix.
A)True
B)False
Answer: False
Q2) Empowering salespeople involves giving them the responsibility and authority to take actions to help solve customer problems.
A)True
B)False
Answer: True
Q3) In the 1920s,the sales forces of Singer Sewing Machine and National Cash Register were essentially the first modern sales forces to embrace the marketing concept.
A)True
B)False Answer: True
Q4) Companies that change strategies must then change tactics.
A)True
B)False
Answer: True
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Page 4
Chapter 3: Personal Selling Process
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62 Verified Questions
62 Flashcards
Source URL: https://quizplus.com/quiz/54533
Sample Questions
Q1) Consistent with the sales pipeline concept,a sales rep first attempts to schedule a visit with:
A)prospects
B)leads
C)qualified prospects
D)hot prospects
E)customers
Answer: C
Q2) Which of the following is a product advantage?
A)This deodorant lasts over 120 days.
B)This car comes with a 50,000 miles warranty.
C)This oven has a built-in temperature regulator.
D)This detergent gives you faster cleaning.
E)None of these.
Answer: D
Q3) The key to need assessment is effective one-way communication from the salesperson to the customer.
A)True
B)False Answer: False
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Chapter 4: Sales Force Organization
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96 Verified Questions
96 Flashcards
Source URL: https://quizplus.com/quiz/54532
Sample Questions
Q1) Citizenship behaviors:
A)Those behaviors that a salesperson performs as a member of his/her community.
B)Are only performed by the top executives in a sales organization.
C)Those behaviors that are above and beyond the formal job requirements.
D)Are performed by members of the Board of Directors
E)None of these.
Q2) When establishing a sales force abroad,it is generally considered a better idea to hire salespeople that are from:
A)the foreign country,unless the product is especially complex.
B)the home country,unless the product is especially complex.
C)both the foreign and home country (a 50-50 split).
D)the foreign country - no matter what.
E)the country with the greatest gross domestic product.
Q3) A line and staff sales organization will most likely be used when:
A)Management emphasizes sales planning activities.
B)The firm sells a limited line of related products.
C)The president is a strong executive.
D)The company is a wholesaler of plumbing equipment and covers the city of St.Louis,Missouri.
E)The company is new and small.
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Chapter 5: Profiling and Recruiting Salespeople
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119 Verified Questions
119 Flashcards
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Sample Questions
Q1) All except one of the following points are reasons why a good program for selecting salespeople is important.Which is the exception?
A)Good salespeople are hard to find.
B)A sales manager is no better than his salespeople.
C)Turnover rates will be lower.
D)Training and supervision are not needed if sales representatives are well selected.
E)Well-selected salespeople should be more productive.
Q2) According to a survey of a class of marketing students,most students typified selling as:
A)A career opportunity with ever-increasing opportunities.
B)Comprised of helpful and informative individuals.
C)Populated by pushy or obnoxious door-to-door salesman types.
D)A highly prestigious job for the next century.
E)An area of marketing they would most like to target for their professional lives.
Q3) The job description is only useful for companies which are recruiting continuously.
A)True
B)False
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Chapter 6: Selecting and Hiring Applicants
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124 Verified Questions
124 Flashcards
Source URL: https://quizplus.com/quiz/54530
Sample Questions
Q1) The process of selecting salespeople:
A)Essentially is an exercise in "screening."
B)Should not involve subjective executive judgement.
C)Should discourage the use of interviewing.
D)Should use only low-cost selection tools.
E)Should avoid the use of psychological tests.
Q2) During the first day or two that new sales reps are on the job:
A)The boss should explain the workings of the office grapevine and informal organization.
B)The reps should meet very briefly with as many people as possible in the company.
C)Details of the annual evaluation of performance should be explained to the new people.
D)The new reps should be left on their own,so they can become oriented at their own pace.
E)The reps should spend time meeting and visiting with fellow employees.
Q3) In the interviewing process,ordinarily a company should not rely on only one interview as the basis for selecting a salesperson.
A)True
B)False
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Page 8
Chapter 7: Developing, Delivering, and Reinforcing a Sales Training Program
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86 Verified Questions
86 Flashcards
Source URL: https://quizplus.com/quiz/54529
Sample Questions
Q1) A weakness in centralized sales training programs is that:
A)A company cannot make effective use of outside training.
B)There is not a good an opportunity to meet the top executives as there is in branch office programs.
C)Management is more limited in the time that can be devoted to training,as compared with branch programs.
D)There is less opportunity to meet other salespeople than is true in decentralized programs.
E)Management is likely to rely too much on "on-the-job" type of training.
Q2) While the lecture method is the easiest,cheapest,and quickest way to present a body of knowledge,it is also likely to be the least effective.
A)True
B)False
Q3) Product training for sales reps should be done:
A)Only during the induction training program.
B)In the home office.
C)Mainly by lecture and case analysis teaching methods.
D)As the first step in a training program.
E)On a continuing basis.
Page 9
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Chapter 8: Motivating a Sales Force
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91 Verified Questions
91 Flashcards
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Sample Questions
Q1) Sales reps often do not know what motivates them.
A)True
B)False
Q2) In order for the Motivation-Hygiene Theory to work,motivational factors must be satisfied before hygiene factors.
A)True
B)False
Q3) A sales rep's demographics may be illustrated by each of the following characteristics except:
A)Family size.
B)Education.
C)Income.
D)Age.
E)Experience.
Q4) Salespeople in the exploration stage are motivated by job security,job enrichment,and status enhancement.
A)True
B)False
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Chapter 9: Sales Force Compensation
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106 Verified Questions
106 Flashcards
Source URL: https://quizplus.com/quiz/54527
Sample Questions
Q1) One of the most difficult of all goals in a sales compensation plan is to correlate efforts,results,and rewards.
A)True
B)False
Q2) Experts recommend that the incentive reward for outstanding performance should be twice the average incentive payout.
A)True
B)False
Q3) A salesperson is least likely to earn more than the sales executives when the sales force pay plan is:
A)A straight commission.
B)A commission with a guaranteed drawing account.
C)A salary plus commission on net sales.
D)A straight salary.
E)A salary plus commission on gross margin.
Q4) Companies only develop one standardized compensation plan for their salespeople. A)True
B)False
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Chapter 10: Sales Force Quotas Expenses
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106 Verified Questions
106 Flashcards
Source URL: https://quizplus.com/quiz/54542
Sample Questions
Q1) All of the following are characteristics of a good quota plan,except for:
A)The plan should be realistically attainable.
B)It should be easy for the reps to understand.
C)It should have unlimited flexibility.
D)The plan should be fair to the people involved.
E)It should be based on objective market research.
Q2) A sales quota may be assigned to a sales rep,and/or to a district office and/or to a distributor.
A)True
B)False
Q3) Which of the following statements is true?
A)Telemarketing offers transactional efficiency.
B)High field selling costs are one reason for the rapid growth of buying on the Internet.
C)Many buyers would rather deal over the telephone than in person.
D)Internet selling can substantially reduce field selling costs.
E)All of these.
Q4) Sales Quotas are not typically related to the sales budget.
A)True
B)False
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Chapter 11: Leadership of a Sales Force
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76 Verified Questions
76 Flashcards
Source URL: https://quizplus.com/quiz/54541
Sample Questions
Q1) It is generally thought to be unwise for a sales manager to accompany a sales rep on a sales call.
A)True B)False
Q2) Individualized support is a leader behavior that is more likely to be exhibited by sales managers from a behavior-based control system (as opposed to outcome-based).
A)True B)False
Q3) According to a number of research studies,behavior-based control is superior to outcome-based control.
A)True
B)False
Q4) An example of unethical behavior is:
A)Poor performance.
B)Alcoholism.
C)Expense account abuse.
D)Personal problems.
E)None of these.
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Page 13
Chapter 12: Sales Forecasting and Developing Budgets
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109 Verified Questions
109 Flashcards
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Sample Questions
Q1) The Delphi technique for forecasting is essentially based on census data.
A)True
B)False
Q2) An annual (rather than quarterly)budget period is most likely to be used in a company that:
A)Wants considerable flexibility in its budget.
B)Wants very close control over its operations.
C)Has seasonal production and marketing cycles.
D)Wants to minimize the time and detail that goes into the budgeting process.
E)Anticipates there will be some unforeseen developments during the year.
Q3) The correct terminology in demand forecasting may be illustrated by saying that the ______ for snow skis in the Midwest next year is 800,000 pairs,while the ______ for Head (brand)skis in that market is 100,000.
A)Market potential - sales potential (market share).
B)Sales potential - sales forecast.
C)Market share - sales potential.
D)Sales forecast - market potential.
E)None of these is correct.
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Chapter 13: Sales Territories
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74 Verified Questions
74 Flashcards
Source URL: https://quizplus.com/quiz/54539
Sample Questions
Q1) In which of the following jobs will management most likely plan the routing for the sales force?
A)Xerox selling office copier systems.
B)Salespeople are opening a new geographical market.
C)Sales force sells oil-well drilling equipment in the field.
D)Driver-sales representatives for a beer distributor.
E)Insurance salespeople covering a suburb of Chicago.
Q2) In the concept and definition of a sales territory,the emphasis is on geographical areas rather than customers.
A)True
B)False
Q3) A sales territory is:
A)The sales potential in a geographic region.
B)The geographical pattern followed by sales reps when calling on their accounts.
C)A sales performance goal.
D)A number of customers located within a given geographical area and assigned to a salesperson.
E)A Metropolitan Statistical Area.
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15
Chapter 14: Analysis of Sales Volume
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73 Verified Questions
73 Flashcards
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Sample Questions
Q1) The customer probability cube helps predict:
A)How much customers will buy.
B)What products will be purchased.
C)When customers will buy.
D)When the products will be purchased.
E)All of these.
Q2) A marketing audit is:
A)A concept that includes in its scope a company's financial audit.
B)A systematic,comprehensive review of the marketing function in an organization.
C)The main activity in sales force planning.
D)A wrap-up of this period's operations,but does not affect next period's work.
E)None of these.
Q3) Which of the following is an accurate generalization regarding a sales volume analysis?
A)It does not uncover which products are selling best.
B)It does not tell us whether the 80-20 principle is occurring in the firm.
C)It does not take into consideration the industry sales volume.
D)It indicates the contribution margin of territories.
E)None of these is correct.
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Page 16
Chapter 15: Marketing Cost and Profitability Analysis
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70 Verified Questions
70 Flashcards
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Sample Questions
Q1) When a marketing cost analysis by territories shows that a given territory is unprofitable,which of the following courses of action should be adopted as a last resort?
A)Adjust territorial boundaries.
B)Use telephone selling instead of personal calls by salespeople in that district.
C)Use middlemen instead of selling direct to users.
D)Adjust the promotional program for that district.
E)Abandon the territory entirely.
Q2) Management cannot make meaningful marketing decisions based on a marketing cost analysis unless the "full-cost" approach was used in the analysis.
A)True
B)False
Q3) The term "overhead costs" usually is synonymous with the concept of direct (separable)expenses.
A)True
B)False
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Chapter 16: Evaluating a Salespersons Performance
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69 Verified Questions
69 Flashcards
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Sample Questions
Q1) A salesperson should be evaluated only on factors over which he or she has control.
A)True
B)False
Q2) Typically,in 360-degree feedback evaluation,
A)the manager gives evaluative feedback to subordinates.
B)subordinates give evaluative feedback to the manager.
C)workers received evaluative feedback from their peers.
D)customers give evaluative feedback to salespeople.
E)All of these.
Q3) A low call rate often means that the rep is calling on poor prospects.
A)True
B)False
Q4) It can be difficult to compare the performances of sales reps selling in large metropolitan areas with those people selling in rural territories.
A)True
B)False
Q5) Productivity is the ratio of input to output.
A)True
B)False
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Chapter 17: Ethical and Legal Responsibilities of Sales Managers
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75 Verified Questions
75 Flashcards
Source URL: https://quizplus.com/quiz/54535
Sample Questions
Q1) Sales managers:
A)Should not worry about the ethical behavior of their salespeople because they have little influence over it.
B)Cannot be held responsible for the illegal behavior of their salespeople.
C)Cannot influence the ethical behavior of their salespeople.
D)Cannot be held responsible for the unethical behavior of their salespeople.
E)None of these are true.
Q2) A U.S.company which conducts business abroad:
A)Must pay a bribe if it wishes to do business in certain countries.
B)Should leave a "little envelope" with Italian bureaucrats in order to cut through the red tape.
C)Is subject to laws regardless of the country in which they are conducting business.
D)Must adapt to the notion of "When in Rome,do as the Romans do".
E)None of these.
Q3) Ethical training is one effective means of reducing the occurrence of unethical behavior.
A)True
B)False
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