Relationship Selling Final
Exam Questions
Course Introduction
Relationship Selling is a course focused on the development and management of long-term customer relationships as a key strategy in personal selling. Students explore the process of building trust, creating value, and maintaining customer loyalty through a consultative approach to sales. The course covers communication techniques, needs assessment, problem-solving, and ethical decision-making, emphasizing the importance of understanding customer perspectives and delivering tailored solutions. Through case studies, role plays, and real-world applications, students gain practical skills in networking, negotiation, and account management essential for success in todays relationship-driven sales environments.
Recommended Textbook
Selling Building Partnerships 9th Edition by Stephen Castleberry
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Chapter 1: Selling and Salespeople
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Sample Questions
Q1) _____ sell products made by a number of manufacturers to businesses.
A) Distributor salespeople
B) Trade salespeople
C) Runners
D) Manufacturers' customer service representatives
E) Retail salespeople
Answer: A
Q2) One of the advantages of personal selling as compared to advertising is that:
A) salespeople can be so closely supervised.
B) salespeople can become very persuasive since they give an identical sales presentation to so many different people.
C) salespeople can rely on puffery.
D) salespeople can change their message if they find their customers losing interest.
E) all of the above.
Answer: D
Q3) The salesperson's job does not end when the customer places an order.
A)True
B)False
Answer: True
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Page 3
Chapter 2: Ethical and Legal Issues in Selling
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Q1) The Uniform Commercial Code (UCC):
A) defines a number of terms related to salespeople.
B) contains administrative laws.
C) is regulated by the Better Business Bureau.
D) grew out of court decisions.
E) is regulated by the Federal Trade Commission.
Answer: A
Q2) It is unethical for salespeople to employ persuasion because it reduces or eliminates a buyer's choice.
A)True
B)False
Answer: False
Q3) The U.S.laws concerning bribery are much more restrictive than laws in Italy and Germany.
A)True
B)False
Answer: True
Q4) What is reciprocity?
Answer: Reciprocity is a special relationship in which two companies agree to buy products from each other.
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Chapter 3: Buying Behavior and the Buying Process
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Q1) What do resellers consider when making decisions about which products to sell?
Answer: Resellers consider three elements when making decisions about which products to sell: profit margin,turnover,and effort.
Q2) The ultimate goal of just-in-time (JIT)inventory control is to eventually eliminate all inventory except products in production and transit.
A)True
B)False
Answer: True
Q3) When P.C.Logic,a fax machine manufacturer,purchases ceramic printing heads from Kyocera to install in its fax machines,it is acting as a(n):
A) reseller.
B) original equipment manufacturer.
C) "out" supplier.
D) end user.
E) acquisition expert.
Answer: B
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Page 5
Chapter 4: Using Communication Principles to Build Relationships
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Sample Questions
Q1) At critical spots in a sales presentation,a salesperson should present his or her mentally prepared summary.
A)True
B)False
Q2) Which of the following statements describes a problem the speaking-listening differential may cause?
A) The quality of the salesperson's handshake becomes more important.
B) The customer may accuse the salesperson of backdoor selling.
C) The buying center will have multiple gatekeepers.
D) Salespeople often become lazy listeners.
E) Salespeople will have trouble making appointments with prospects.
Q3) What is the benefit of repeating information to customers during a sales interaction? What are the drawbacks (if any)of this technique?
Q4) Concerning workplace attire,an old rule is to dress one level below your position.
A)True
B)False
Q5) In the context of communication,define noise.
Page 6
Q6) Respond to the following statement: "Effective listening is a passive activity."
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Chapter 5: Adaptive Selling for Relationship Building
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Q1) Which of the following is a benefit of the standard memorized sales presentation?
A) It ensures that the salesperson will provide complete and accurate information about the company's products and policies.
B) It is one of the most adaptive presentation techniques.
C) The salesperson's ability to speak spontaneously is enhanced while using this type of presentation.
D) It is based on a detailed analysis of an individual customer's situation and needs.
E) It provides a high degree of flexibility to sales representatives because they need to keep the changing needs of customers in mind.
Q2) The two critical dimensions used to understand social behavior under the social style matrix are:
A) assertiveness and responsiveness.
B) passiveness and aggressiveness.
C) positive and negative.
D) aural and verbal.
E) domestic and international.
Q3) What is the difference between performance feedback and diagnostic feedback?
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Chapter 6: Prospecting
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Sample Questions
Q1) A webinar is a form of cold calling.
A)True
B)False
Q2) An exclusive sales territory is managed by corporate executives,while a house account includes only certain prospects in an area.
A)True
B)False
Q3) A seventeen-year-old high school student in the United States is not a prospect for a salesperson selling alcoholic beverages because the student is not eligible to buy alcohol.
A)True
B)False
Q4) Other than camaraderie and public service,why would a computer salesperson belong to a Rotary Club,participate in the local Chamber of Commerce,and volunteer at the local library?
Q5) The relative value of each lead that is qualified is analyzed by the lead management system.
A)True
B)False
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Chapter 7: Planning the Sales Call
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Sample Questions
Q1) To whom should a salesperson present a customer value proposition?
Q2) TECAmerica,Inc.sells electronic scales used for weighing meats and vegetables.A salesperson for TECAmerica is calling on the headquarters of Kroger supermarkets.He has set his sales call objectives to meet the members of the buying center,to have his product brochures sent to the appropriate geographic division managers of Kroger,and to be allowed to demonstrate the superiority of his company's scales.If he truly expects to achieve his objective of meeting the members of the buying center,then the others would be classified as _____ call objectives.
A) ideological
B) primary
C) visionary
D) secondary
E) minimum
Q3) The Marine Corps' 70 percent solution lays down that one must act as soon as they have 70 percent of the required information.
A)True
B)False
Q4) Within a prospect's company,who is likely to be a rich source of information?
Q5) What are the benefits of setting multiple sales call objectives?
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Chapter 8: Making the Sales Call
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Sample Questions
Q1) Quinton is a sales representative for Hawk Eye Surveillance Solutions,and it is his job to sell the closed circuit cameras his company manufactures.During a meeting with Jimmy,the owner of a very popular bookstore,Quinton wants to highlight the need for his product.He asks Jimmy,"What impact does inventory shrinkage have on your ability to make a reasonable profit?" In the context of the SPIN technique,Quinton is using a(n)_____ question here.
A) situation
B) problem
C) implication
D) benefit
E) need payoff
Q2) Why do salespeople use open questions?
Q3) What is the best line of defense when you realize that you have spilled coffee on the prospect's briefcase during your presentation?
Q4) How can a salesperson use the product opening effectively?
Q5) Describe the problem/solution selling model?
Q6) If you want to be a successful salesperson,what should you do if you arrive for a sales appointment and your prospect asks you to wait thirty minutes before she can see you?
Page 10
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Chapter 9: Strengthening the Presentation
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Q1) Handouts are important for foreign buyers,especially those who are nonnative English speakers.
A)True
B)False
Q2) A common practice during the sales presentation is to make a printed copy of presentation visuals for the members of the buying center.
A)True
B)False
Q3) For her sales presentation,Myra wants to design a chart which shows how much faster wounds would heal when protected with SoloSite,a water-based ointment.To create the most effective chart,she should:
A) avoid the use of pie charts or other graphical representation.
B) use complete sentences so the buyer does not have to wonder what words are missing.
C) avoid the use of bullets as they arbitrarily differentiate the points in a presentation.
D) intermingle major and minor selling points.
E) none of the above.
Q4) List and describe the parts of a written proposal.
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Chapter 10: Responding to Objections
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Q1) One common method for dealing with a prospect's objections is the acknowledge method.When should this method NOT be used?
Q2) Your buyer has just said,"Your machines break down more often than most of your major competitors' machines." You decide to reply using the indirect denial method to handle this objection.Which of the following statements is the best example of this method?
A) "That's true. However, they are 30% less expensive. So they're still a better deal for you."
B) "That simply is not true. Studies show that our machines break down no more than our major competitors'."
C) "That may have been true at one time. In fact, before we introduced our new quality control management system that statement would have been right on target. However, things have changed."
D) "I can see how you feel that way, but on the other side, we do have very good service centers where you could get the machine fixed."
E) "You know, I think everyone should be as concerned about quality as you are."
Q3) How can a salesperson separate excuses from objections?
Q4) How are objections beneficial to salespeople?
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Chapter 11: Obtaining Commitment
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Q1) A salesperson must uncover the reasons behind his or her inability to obtain commitment.
A)True
B)False
Q2) Which of the following is a reason why salespeople fail to obtain commitment?
A) Fear of asking
B) Displaying unwarranted excitement
C) Poor presentation
D) Speaking more than listening
E) All of the above
Q3) Jessica has been answering questions from the buyer throughout her sales presentation and received positive signals from her prospect.When she gets to the final close,Jessica should:
A) push harder to get the commitment.
B) expect the final close to be a natural part of the ongoing dialogue.
C) offer to restate all the benefits so that the prospect can take the issue into consideration.
D) anticipate further objections and answer them in advance.
E) do or expect none of the above.
Q4) What are the two types of quantity discounts offered by businesses?
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Chapter 12: Formal Negotiating
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Sample Questions
Q1) An effective defense against the good guy-bad guy routine is for the selling team to know its position clearly and not to let the buyer's negotiating tactic weaken it.
A)True
B)False
Q2) Emily opens a negotiation session by saying,"I think we're all here today looking for a win-win deal.Unless we all leave this table feeling that we have satisfied our objectives as much as possible under the given circumstances,I'm going to consider this negotiation a failure." Emily most likely resolves conflict in the _____ mode.
A) competing
B) accommodating C) avoiding
D) collaborating
E) compromising
Q3) Negotiations always involve a team of buyers and a team of sellers.
A)True
B)False
Q4) Based on the dimensions of assertiveness and cooperativeness,researchers have identified five negotiation modes.List them.
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Page 14
Chapter 13: Building Partnering Relationships
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Sample Questions
Q1) Who are boundary-spanning employees?
Q2) The two types of partnerships between buyers and sellers are called _____.
A) functional and mutual
B) tactical and strategic
C) cognitive and affective
D) relational and strategic
E) tactical and functional
Q3) In the _____ stage of the relationship development process,the owner of several retirement centers has agreed that Fashion Seal Uniforms will be the only uniforms worn by her employees.Andy,the salesperson for Fashion Seal,has agreed to make some modifications in the uniforms to suit the needs of the retirement center personnel.Both parties view this as a long-term relationship built on mutual trust.
A) awareness
B) exploration
C) commitment
D) attraction
E) expansion
Q4) What occurs in the expansion stage of relationship development?
Q5) What is a supplier relationship management?
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Chapter 14: Building Long-Term Partnerships
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Q1) The best way to establish a sales relationship is to be aware of what the customer expects.
A)True
B)False
Q2) In general _____ status means the vendor is assured of a large percentage of the buyer's business and will get the first opportunity to earn new business.
A) reseller
B) retailer
C) service provider
D) preferred supplier
E) relationship manager
Q3) Describe the features of the exploration stage in buyer-seller partnerships.
Q4) During the commitment stage of the development of partnerships,it is still unlikely that a customer will designate a supplier as a preferred supplier or partner.
A)True
B)False
Q5) List the three stages between awareness and dissolution in partnership growth.
Q6) What steps can a salesperson take to overcome conflict with a customer?
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Chapter 15: Managing Your Time and Territory
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Q1) Tyler maintains a calendar in which he notes various tasks he is required to perform in the future and when they are due to be done.He also keeps information about call backs he is supposed to make.In addition,he has information about many of his customer's birthdays (so he can send a card).This calendar helps him prepare his to-do lists to get things done in a timely manner.Which of the following terms best describes this calendar?
A) Duty box
B) Engagement file
C) Activity index
D) Organizer box
E) Tickler file
Q2) Identify and describe the two dimensions that define the sales call allocation grid.
Q3) Beverly has just attended a seminar on the self-management process for salespeople.Briefly describe the four stages of the self-management process she learned about at the seminar.
Q4) What can salespeople do to minimize the impact of paperwork on their prime selling time?
Q5) List and briefly describe the three types of sales call goals.
Q6) List the four types of routing plans used by salespeople.
Page 17
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Chapter 16: Managing Within Your Company
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Q1) The field sales manager typically determines the types of salespeople needed in a sales force.
A)True
B)False
Q2) The portion of a sales rep's compensation that is based on his or her performance is called:
A) fixed pay.
B) stipend.
C) activity quota.
D) incentive pay.
E) salary.
Q3) A(n)_____ is incentive pay for overall performance in one or more areas.
A) sales quota
B) bonus
C) salary
D) gratuity
E) activity quota
Q4) What is the difference between a house account and a key account?
Q5) Explain team and multilevel selling.
Q6) Elaborate on the process of selling internally?
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Chapter 17: Managing Your Career
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Q1) When you write a cover letter to answer a job advertisement,make sure that it is no more than one or two lines long.
A)True
B)False
Q2) KSAs are an asset,and like any asset,they decay or depreciate if you do not continue to invest in them.
A)True B)False
Q3) Robert sells a full line of equipment-from sawmills to machines that cut wood veneers.His sales manager wants him to spend his time selling.But,his customers expect him to spend a large part of his time showing them how to install,operate,and maintain their equipment.What can Robert do to handle his role stress?
A) Ask his sales manager to explain exactly what his duties are.
B) Quit this job and find one that is less stressful.
C) Work overtime to satisfy both his customers and his sales manager.
D) Accuse the sales manager of unfair treatment.
E) Always put the needs of his customer ahead of the requirements of his sales manager.
Q4) What two things should you look for in a job posting?
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