Sales Techniques and Strategies Exam Review
Course Introduction
This course provides a comprehensive understanding of effective sales techniques and strategies essential for success in modern business environments. Students will explore the sales process from prospecting and initial contact through negotiation, closing, and post-sale relationship management. Emphasis is placed on developing communication, persuasion, and listening skills, as well as understanding buyer behavior and building long-term customer relationships. The course also covers various sales methodologies, the integration of technology in sales, and ethical considerations, preparing students to adapt to diverse selling situations and achieve sales goals across industries.
Recommended Textbook
ABCs of Relationship Selling Through Service 6th Canadian Edition by Charles M. Futrell
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14 Chapters
1220 Verified Questions
1220 Flashcards
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Chapter 1: The Life,times,and Career of the Professional Salesperson
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90 Verified Questions
90 Flashcards
Source URL: https://quizplus.com/quiz/58404
Sample Questions
Q1) Which of the following choice is not classified under "building good will with customers."
A) face-to-face contact
B) building trust with customers
C) ignore the Pareto Principle
D) build relationships with everyone involved in the buying decision
E) meeting customers' needs
Answer: C
Q2) Because sales jobs offer higher non-financial rewards than most other areas of corporate Canada,the compensation of salespeople is typically lower than that of workers in areas like production and personnel who are at a comparable level in the organization.
A)True
B)False
Answer: False
Q3) Many sales jobs require the salesperson to display considerable emotional and social intelligence in dealing with buyers
A)True
B)False
Answer: True
Page 3
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Chapter 2: Ethics First Then Customer Relationships
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86 Verified Questions
86 Flashcards
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Sample Questions
Q1) Which of the following statements about bribery is true?
A) At times, there is a thin line between good business and misusing a bribe or gift
B) Commission salespeople cannot be placed in a position where they might be tempted to pay a bribe.
C) The difference between a business gift and a bribe is quite clear.
D) Most companies allow their buyers to take small gifts (less than $20) from salespeople.
E) Bribes always involve money.
Answer: A
Q2) You work for an organization that decides to undertake a change in their approach to business ethics.As you carefully reflect on variables that shape ethical business behaviour,which of the following would NOT warrant much attention from you?
A) the way employees are compensated
B) senior managements' actions and words
C) how salespeople are promoted
D) your selection process
E) your competitors approach to ethics
Answer: E
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4
Chapter 3: The Psychology of Selling: Why People Buy
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95 Verified Questions
95 Flashcards
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Sample Questions
Q1) Relate the three classes of buying decisions to the involvement of the customer in making the purchase decision.
Answer: Routine decisions require low involvement.Limited decision making requires a medium level of customer involvement.Extensive decision making requires high involvement.
Q2) According to the text,the buying process involves six logical steps.
A)True
B)False
Answer: False
Q3) Which of the following statements describes a "feeler" personality style?
A) Samuel tends to be very precise with work.
B) Sarah tends to be detail oriented.
C) Mike likes to get involved in policymaking.
D) Susan and Marc are action oriented.
E) Carlos is people oriented.
Answer: E
Q4) Buyers are NOT always fully aware of their needs.
A)True
B)False
Answer: True
Page 5
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Chapter 4: Communication for Successful Selling: How to
Build Relationships
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113 Verified Questions
113 Flashcards
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Sample Questions
Q1) A "correct" handshake is a function of culture.As an example,a firm handshake in North America has a different meaning than it does in Asia.
A)True
B)False
Q2) Which of the following terms best defines a salesperson's ability to change a person's belief,position,or course of action?
A) Social learning
B) Persuasion
C) Perception
D) Cognition
E) Attention
Q3) Which of the following statements about listening is true?
A) Effective listening is vital to success in selling.
B) Visual aids play no part in the listening process.
C) People can talk approximately twice as fast as they can listen.
D) Listening refers to the process of trying to detect sounds.
E) You should listen closely to everything you hear.
Q4) List the four major nonverbal communication channels.
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Q5) List the five communication modes that a buyer uses to send acceptance signals.
Chapter 5: Sales Knowledge: Customers, products, technologies
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101 Verified Questions
101 Flashcards
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Sample Questions
Q1) Which of the following terms define the number of individual products placed beside each other on the retailer's shelf?
A) shelf facings
B) shelf factors
C) shelf feedback
D) shelf positions
E) shelf displays
Q2) In order for a salesperson to answer the question "What's in it for me?" (from the perspective of the customer),what must he or she be able to demonstrate to the client?
A) features of the product
B) segmentation variable
C) benefits of the product
D) advantages of the product
E) None of these
Q3) The three major categories of premiums are sales force premiums,consumer premiums,and dealer premiums.
A)True
B)False
Q4) Explain the statement,"knowledge adds value to a salesperson's product."
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Chapter 6: Prospecting : The Lifeblood of Selling
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72 Verified Questions
72 Flashcards
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Sample Questions
Q1) Identify and describe the ten steps in the sales process.
Q2) Telemarketing is a marketing communication system using telecommunication technology and trained personnel to conduct planned,measurable marketing activities directed at targeted groups of consumers.
A)True
B)False
Q3) Bernie's sales manager has just told him that if he wants to quit wasting time making presentations to people who aren't qualified he's going to have to think "MAD."
What was the sales manager trying to tell David?
A) Set up a reward-punishment system for himself as a form of motivation.
B) He can improve his presentations and make them more memorable if he Makes Another Demonstration on each sales call.
C) He should spend his time thinking of Management who are Approachable and Devoted to the business.
D) Qualify his prospects by determining if they have Money, Authority, and Desire to buy.
E) Motivate his customer to pay Attention, and use his sales presentation to create Desire.
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Chapter 7: The Pre-Approach Planning Your Sales Call and Presentation
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113 Verified Questions
113 Flashcards
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Sample Questions
Q1) Setting a SMART sales objective involves setting objectives which are:
A) Simple, Meaningful, Attention getting, Random, Time limited
B) Specific, Meaningful, Articulated, Revolving, Time limited
C) Specific, Measurable, Articulate, Relevant, Time bounded
D) Specific, Measurable, Achievable, Relevant, Time bounded
E) Singular, Measurable, Achievable, Relevant, Time honoured
Q2) Salespeople need to be creative problem solvers who develop and combine non-traditional alternatives to meet the customer's specific needs.
A)True
B)False
Q3) What should a salesperson do in the beginning of a group sales presentation?
A) provide every member of the group with a cold or warm drink
B) introduce himself, his company, and establish credibility with the prospect
C) identify all of his competitors
D) discuss his company's past mistakes
E) try to close the sale
Q4) The first of a prospect's five mental steps in buying is ignorance.
A)True
B)False
Q5) List the four steps involved in creating a customer benefit plan.
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Chapter 8: The Approach: Begin Your Presentation
Strategically
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72 Verified Questions
72 Flashcards
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Sample Questions
Q1) First impressions are often overrated and play no role in supporting your ability to increase sales for your company.
A)True
B)False
Q2) "One of your colleagues at Kwantlen Polytechnic University suggested I contact you about our advanced interactive sales simulators." What type of approach statement is being used in this statement?
A) introductory
B) referral
C) premium
D) complimentary
E) product
Q3) To better understand the prospect's needs and force the prospect's participation in the interview,the salesperson should use the questioning approach technique.
A)True
B)False
Q4) The opinion approach is especially effective for a new salesperson. A)True
B)False
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Chapter 9: The Presentation: Elements of Effective
Persuasion
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87 Verified Questions
87 Flashcards
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Sample Questions
Q1) Logical reasoning involves a presentation to prospects using three parts.Which of the following term(s)is/are NOT one of those three parts?
A) major premise
B) prestige premise
C) conclusion
D) minor premise
E) none of these choices are correct
Q2) Using the SELL sequence communication technique improves your chances of making the sale.
A)True
B)False
Q3) Joe the plumber,handed a homeowner a piece of paper that a previous customer had written about his workmanship.What kind of evidence statement is Joe using?
A) independent research results
B) guarantee
C) testimonial
D) FAB
E) peace of mind
Q4) Define cross-selling and why is it such powerful technique?
Page 11
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Chapter 10: Objections Address Your Prospects Concerns
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84 Verified Questions
84 Flashcards
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Sample Questions
Q1) The professional salesperson does NOT welcome sales objections.
A)True
B)False
Q2) How does the buyer calculate cost? Can the cost be reduced by NOT decreasing the price paid for the product?
Q3) "No,I am not going to buy your engines - I heard from your competitor that your engines breakdown after 6 months."(Prospect)"Well,I can understand how you feel! Unfortunately,my competitor is not aware of the actual facts.We are so confident with the quality of our engines that we have increased our warranty period to 5 years on all parts and labour.No one in the industry even comes close." (Salesperson)What technique is the sales person using in this interaction with a prospect?
A) Boomerang
B) Indirect Denial
C) Compensation method
D) Direct Denial
E) Forestalling
Q4) Why should salespeople welcome sales objections?
Q5) Identify and describe the four steps to effectively overcome objections?
Q6) Describe the 5-step process used in dealing with difficult customers.
Page 12
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Chapter 11: Closing the Beginning of a New Relationship
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91 Verified Questions
91 Flashcards
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Sample Questions
Q1) Duarte returned to head office and was very proud of a recent deal.He managed to convince a prospect to pay full price for a product,knowing that he could have discounted the price marginally for this long-term customer.He said the following to his manager; "I won,he lost!" How would you describe Duarte's behaviour?
A) Aggressive
B) Empathetic
C) Sympathetic
D) Assertive
E) Self-confident
Q2) Which of the following is NOT a correct statement dealing with a salesperson who wants to close more business?
A) ask for the order and be quiet
B) avoid asking for the order more than twice so prospect will not be offended
C) take into consideration the customer's point of view in everything he does and says D) tailor his close to each prospect
E) believe he can close the sale successfully
Q3) Discuss the differences between the minor-points close and the alternative-choice close.
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Chapter 12: Follow-Up Maintain and Strengthen the Relationship
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61 Verified Questions
61 Flashcards
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Sample Questions
Q1) Which of the following terms describes the process of using a CRM system to flag customers who have bought merchandise that could benefit from additional products and services offered by your company?
A) prospecting
B) qualifying
C) cross-selling
D) aggressiveness
E) desperation
Q2) Customers' purchase satisfaction is to a certain degree shaped by the difference between expected and actual service received.
A)True
B)False
Q3) What term describes the ability to work and contact people throughout the account and discuss your products?
A) follow up
B) being bothersome
C) account penetration
D) market penetration
E) troubleshooting
Page 14
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Chapter 13: Time,Territory,and Self-Management
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71 Verified Questions
71 Flashcards
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Sample Questions
Q1) Which of the following statements captures the 80/20 principle in sales?
A) is a territorial management concept that favours a salesperson putting 80 percent of his time on planning and 20 percent on action
B) refers to the fact that eighty salespeople require twenty sales managers to keep the appropriate 4-to-1 ratio of supervisors to employees
C) indicates that no matter how hard a salesperson tries 20 percent of the customer's potential business ends up going to competitors
D) is a territorial management concept that favours a salesperson putting 80 percent of her time on action and 20 percent on planning
E) refers to the idea that a small portion of a firm's customers account for a large portion of its profitable sales
Q2) Salespeople using the account segmentation approach believe their territory has accounts with different needs and characteristics; hence,different selling strategies need to be deployed to maximize potential revenue.
A)True
B)False
Q3) Why would a company insist that its salespeople stick to strict route designs?
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Page 15
Chapter 14: Retail, business, services, and Nonprofit Selling
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84 Verified Questions
84 Flashcards
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Sample Questions
Q1) The terms business,industrial,producer and organizational markets are used interchangeably in describing business users.
A)True
B)False
Q2) Retail salespeople do not engage in prospecting.
A)True
B)False
Q3) Unlike other forms of personal selling,there are few nonfinancial rewards in retail selling.
A)True
B)False
Q4) Which of the following terms can be used to refer to a nonprofit client?
A) museum patron
B) parishioner
C) a United Way donor
D) hospital patient
E) all of these choices are correct.
Q5) A straight rebuy purchase is often associated with a blanket purchase order. A)True
B)False
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