Sales Techniques and Strategies
Textbook Exam Questions
Course Introduction
This course explores the essential techniques and strategies necessary for effective sales in various industries. Students will learn the foundational principles of selling, including understanding customer needs, building rapport, overcoming objections, and closing deals. The course covers both traditional and modern sales approaches, utilizing case studies and real-world scenarios to develop negotiation skills, persuasive communication, and strategic planning. Emphasis is placed on ethical selling practices, customer relationship management, and adapting to changing market trends. By the end of the course, students will be equipped with practical tools to succeed in a competitive sales environment.
Recommended Textbook
ABCs of Relationship Selling through Service 12th Edition by Charles M. Futrell
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14 Chapters
2054 Verified Questions
2054 Flashcards
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Chapter 1: The Life, times, and Career of the Professional
Salesperson
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Sample Questions
Q1) The acronym ABCS refers to the four:
A)main elements of the customer relationship process.
B)types of nonfinancial rewards salespeople desire.
C)steps in the sales process.
D)personality characteristics of sales managers.
E)stages in the typical sales career path.
Answer: A
Q2) Technical skill is the cognitive ability to see the selling process as a whole and the relationship among its parts.
A)True
B)False
Answer: False
Q3) What would be the Golden Rule of Personal Selling that Ross and Cyboran adhere to?
A)Treat customers as you would like to be treated.
B)Create situations where reciprocity is essential.
C)Do not be afraid to accept credit for a job well-done.
D)Be guided by self-interests.
E)Encourage customers to do research before buying.
Answer: A
Page 3
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Chapter 2: Ethics Firstthen Customer Relationships
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Sample Questions
Q1) What steps can a company take to ensure that it maintains an ethical environment?
Answer: Managers must take active steps to ensure that the company stays on ethical ground.Management methods for helping organizations be more responsive include (1)top management taking the lead,(2)carefully selecting leaders,(3)establishing and following a code of ethics,(4)creating ethical structures,(5)formally encouraging whistle-blowing,(6)creating an ethical sales climate,and (7)establishing control systems.
Q2) A Green River ordinance states that:
A)door-to-door sales are illegal unless being made for nonprofit organizations like schools and Girl Scouts.
B)door-to-door salespersons who are not residents of the city in which they do business must purchase sales licenses.
C)all persons selling directly to consumers must pay a bond.
D)door-to-door sales are not allowed within city limits.
E)all salespeople in a city must obtain a sales license.
Answer: B
Q3) What law protects customers from price discrimination?
Answer: The Robinson-Patman Act
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Chapter 3: The Psychology of Selling: Why People Buy
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Sample Questions
Q1) In what order are the feature,advantage,and benefit presented in the following statement? "This television's solid-state design produces a more vivid picture that will make your television viewing more enjoyable."
A)Feature,benefit,and advantage
B)Advantage,feature,and benefit
C)Feature,advantage,and benefit
D)Advantage,benefit,and feature
E)Benefit,advantage,and feature
Answer: C
Q2) Which of the following would be the LEAST effective trial close question?
A)How does that sound to you?
B)Is this important to you?
C)Does that answer your concern?
D)What do you think?
E)Are you ready to order?
Answer: E
Q3) For most people,purchasing a house or a car demands extensive decision making.
A)True
B)False
Answer: True
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Chapter 4: Communication for Relationship Building: Its Not
All Talk
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Sample Questions
Q1) In the communication process,the information conveyed by the salesperson to the prospect during the sales presentation is called:
A)the source context.
B)encoding.
C)the medium.
D)decoding.
E)the message.
Q2) Anger or hostility may develop if you continue your presentation even after receiving this type of nonverbal signal.
A)Intolerant
B)Caution
C)Disagreement
D)Acceptance
E)Recognition
Q3) Persuasion is the ability to change a person's belief,position,or course of action.
A)True
B)False
Q4) What is the difference between marginal,evaluative,and active listening?
Page 6
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Chapter 5: Sales Knowledge: Customers, products, technologies
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Sample Questions
Q1) Salespeople should familiarize themselves with the company's price,discount,and credit policies so that they can use them as a competitive advantage.
A)True
B)False
Q2) Proctor & Gamble wants to reach all users of the firm's products,both industrial buyers and consumers The firm would most likely use _____ advertising because it has the greatest reach.
A)trade
B)national
C)relationship
D)retail
E)corporate
Q3) A Clearwater Hampers ad in magazines targeted to retail store managers would be an example of:
A)retail advertising.
B)national advertising.
C)exclusive promotion.
D)intensive promotion.
E)trade advertising.
Page 7
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Chapter 6: Prospecting : the Lifeblood of Selling
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Sample Questions
Q1) The sales presentation provides salespeople with very little opportunity to influence a prospect.
A)True
B)False
Q2) Company records provide your only information about these past customers in a prospect pool.
A)Suspects
B)Referrals
C)Orphans
D)Leads
E)Your customers
Q3) The main sources for a prospect pool are:
A)telephone directories and professional organizations.
B)trade shows,demonstrations,and public exhibitions.
C)sales lead clubs and your competitor's customers.
D)leads,referrals,orphans,and your customers.
E)industry directories and club rosters.
Q4) Networking is the second step in the selling process after preapproach planning. A)True
B)False
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Chapter 7: Planning the Sales Call Is a Must
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Sample Questions
Q1) The first three steps involved in developing the customer benefit plan (in their correct order)are:
A)developing marketing plan,developing FAB,and developing business proposition.
B)developing benefits,developing business proposition,and developing marketing plan.
C)developing marketing plan,developing business proposition,and closing the sale.
D)developing FAB,developing marketing plan,and developing business proposition.
E)developing business proposition,developing marketing plan,and closing the sale.
Q2) Nordstrom,the fashion retailer,is installing software in its 137 stores that will help the company gather customer preferences and product information.The software will assist the store's salespeople to understand each customer as a person with unique wants and needs.Nordstrom is helping its salespeople create _____ with the store's customers.
A)transactional relationships
B)exchange-oriented dependencies
C)symbiotic relationships
D)strategic customer relationships
E)joint decision-making alliances
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Chapter 8: Carefully Select Which Sales Presentation
Method to Use
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Sample Questions
Q1) Which of the following is an unstructured sales presentation method that typically requires significant creativity?
A)Memorized presentation
B)Stimulus response presentation
C)Need-satisfaction presentation
D)Canned sales presentation method
E)Problem-solution presentation
Q2) Identify the correct sequence of steps used in a problem-solution presentation.
A)Permission to conduct analysis,analysis,problem identification,proposal,preparation,presentation.
B)Permission to conduct analysis,analysis,proposal,negotiation,preparation,presentation.
C)Permission to conduct analysis,preparation,analysis,proposal,and presentation.
D)Preparation,permission to conduct analysis,analysis,problem identification,proposal,presentation.
E)Preparation,permission to conduct analysis,analysis,proposal,presentation.
Q3) What are three advantages associated with using the formula sales presentation method?
Q4) What is another name for the formula sales presentation method?
Page 10
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Chapter 9: Begin Your Presentation Strategically
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Sample Questions
Q1) Describe the multiple-question approach (SPIN).
Q2) Which approach technique is best suited for inexperienced salespeople?
A)Product
B)Demonstration
C)Direct question
D)SPIN
E)Opinion
Q3) Which of the following statements is true about a nondirective question?
A)Most nondirective questions are closed ended.
B)A nondirective question usually begins with do or are.
C)Nondirective questions are used to find points of agreement
D)A nondirective question clarifies a prospect's previous statement.
E)One word questions can sometimes be used as nondirective questions.
Q4) According to the text,as a salesperson,you earn the right to a prospect's time and serious attention by:
A)dressing conservatively for sales calls and presentations.
B)expressing a sincere desire to solve the buyer's problem.
C)ignoring sales presentation interruptions.
D)being on time for your appointments.
E)maintaining eye contact with the prospect.
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Chapter 10: Elements of a Great Sales Presentation
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Sample Questions
Q1) The third essential step of a sales presentation is the explanation of the:
A)products' FAB.
B)marketing plan.
C)SELL sequence.
D)business proposition.
E)trial close.
Q2) George Wynn was a salesperson best known for:
A)encouraging ethics and honesty in the selling profession.
B)developing the parallel dimensions of selling.
C)selling industrial products to global firms.
D)employing autosuggestion techniques.
E)using dramatic demonstrations.
Q3) It is generally a mistake to allow the prospect to hold your catalog,price list,or brochure during a sales presentation.
A)True
B)False
Q4) The sales presentation should include elements that appeal to the prospect's five senses.
A)True
B)False
Page 12
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Chapter 11: Welcome Your Prospects Objections
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Sample Questions
Q1) Which of the following statements about the no-need objection is true?
A)Some salespeople actually encourage their prospects to make this kind of an objection because their sales presentation is poor.
B)Once the no-need objection is expressed the salesperson should stop the presentation and try a close.
C)No-need objections relate directly to the product.
D)No-need objections are typically handled through forestalling.
E)Such objections are rarely used because it is a rude way to get rid of the salesperson.
Q2) Money objections do not include economic excuses.
A)True
B)False
Q3) The salesperson should most likely be prepared to handle the prospect's objection(s):
A)after the close.
B)after the presentation.
C)during the approach.
D)after the demonstration.
E)anytime during the sales call.
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Chapter 12: Closing Begins the Relationship
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Sample Questions
Q1) "Would you prefer the freezer be on the top or bottom of the refrigerator?" This is an example of a(n)_____ close.
A)summary-of-benefits
B)alternative-choice
C)iceberg
D)assumptive
E)standing-room-only
Q2) What is a buying signal? Give three examples.
Q3) Like the alternative-choice close,the _______ close asks the prospect to select between two options.
A)Minor points
B)T-account
C)Negotiation
D)Probability
E)Compliment
Q4) Closing is the processes of helping people make a decision that will benefit them.
A)True
B)False
Q5) Explain assumptive close.When can this be used?
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Chapter 13: Service and Follow-Up for Customer Retention
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Sample Questions
Q1) What is a business acquaintance?
Q2) Building a lasting business friendship based on mutual trust typically takes time.
A)True
B)False
Q3) All of the following are the most important traits purchasing agents find in their top salespeople EXCEPT:
A)willingness to find out the prices of the competition.
B)thoroughness and follow-through after the sale.
C)willingness to go bat for the buyer within the supplier's firm.
D)knowledge of the firm's product line.
E)preparation of sales calls.
Q4) Which type of relationship involves a medium degree of trust and wisdom?
A)Formal contacts
B)Intimate friends
C)Friends
D)Acquaintances
E)Associates
Q5) What attitude should a salesperson always take when any customer lodges a complaint?
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Chapter 14: Time, territory, and Self-Management: Keys to Success
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Sample Questions
Q1) In most cases,the total sales quota for a salesperson is:
A)the same for all salespeople in the company.
B)set by the individual salesperson.
C)set by the sales manager.
D)fluctuating and flexible.
E)based on new accounts.
Q2) All companies segment their markets into sales territories.
A)True
B)False
Q3) Karolyn sells bathroom fixtures.She believes that if she can get a customer she is calling on to go out to lunch with her,she will close the sale.What do you think about Karolyn's assumption?
Q4) Which of the following statements about using the telephone for territory coverage is INCORRECT?
A)The telephone can be useful for handling complaints.
B)It is appropriate to use the telephone to develop leads and qualify prospects.
C)Computers facilitate the use of the telephone in selling.
D)If possible,the telephone should be used to replace some personal visits to geographically distant accounts.
E)Telephone sales are developed to replace personal selling.
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