Strategic Sales Techniques
Exam Review
Course Introduction
This course explores advanced concepts and practical approaches to sales strategy, emphasizing the development and execution of techniques that drive business growth and customer acquisition. Students will learn to identify target markets, analyze buying motives, and apply consultative selling skills. Topics include building lasting client relationships, leveraging data-driven insights, handling objections, negotiating effectively, and closing deals with confidence. Through case studies, simulations, and real-world scenarios, the course prepares students to formulate adaptable sales strategies that align with organizational objectives and respond to changing market dynamics.
Recommended Textbook
Selling Today Partnering to Create Value 14th Edition by Gerald L. Manning
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17 Chapters
1283 Verified Questions
1283 Flashcards
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Page 2
Chapter 1: Relationship Selling Opportunities in the Information Economy
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75 Verified Questions
75 Flashcards
Source URL: https://quizplus.com/quiz/15111
Sample Questions
Q1) List and describe the four major employment settings for sales personnel.
Answer: Selling for a retailer - Retailers sell to the final consumer,so final consumer goods such as vehicles,apparel,appliances,furniture,and personal computers fit this category.
Selling for a wholesaler - Wholesalers employ over a million salespeople in the United States.Responsibilities of wholesale salespeople might include determining and granting credit,maintaining inventories,and helping with promotional activities.
Selling for a manufacturer - These are highly technical sales.The category includes sales engineers,"detail"salespeople,field sales representatives,and inside salespeople.
Selling a service - This includes hotel and convention center services,financial services,advertising sales,business services,real estate,and insurance.
Q2) ________ income helps satisfy our need for recognition and security.
Answer: Psychic
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3
Chapter 2: Evolution of Selling Models That Compliment the Marketing Concept
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Sample Questions
Q1) List and describe the five strategic steps of the Strategic Consultative/Selling Model.
Answer: 1.Developing a personal selling philosophy.This involves adopting the marketing concept,valuing personal selling,and assuming the role of problem-solver.
2.Developing a relationship strategy.Success in selling depends heavily on the salesperson's ability to develop,manage,and enhance interpersonal relations with the customer.
3.Developing a product strategy.Products and services represent the problem-solving tools available to salespeople.
4.Developing a customer strategy.Sales and marketing efforts must be organized around the needs and desires of the customer.
5.Developing a presentation strategy.The presentation is a critical part of the selling process because it is at this point that the salesperson determines whether the customer has a need for the product.
Q2) Consultative selling emphasizes ________,which the salesperson does by asking the client questions and listening carefully to the answers. Answer: need identification
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Page 4
Chapter 3: Ethics: The Foundation for Partnering Relationships
That Create Value
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Sample Questions
Q1) It is almost impossible for management to develop guidelines for sales personnel regarding the giving of gifts to customers.
A)True
B)False
Answer: False
Q2) According to the text,one of the"half-truths"that has influenced the erosion of character in business is that:"Corporations exist to maximize shareholder value."
A)True
B)False
Answer: True
Q3) The Uniform Commercial Code is a legal guide that strives to reduce the number of telemarketing calls.
A)True
B)False
Answer: False
Q4) Business defamation incurred when an unfair and untrue statement is made about a company in writing is known as ________.
Answer: business libel
Page 5
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Chapter 4: Creating Value with a Relationship Strategy
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75 Verified Questions
75 Flashcards
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Sample Questions
Q1) Which of the following should LEAST likely influence clothing decisions for salespeople?
A)color
B)brand name
C)quality and fit
D)visual consistency
E)appropriateness to the setting
Q2) Improving your self-image can be achieved with three practical approaches. List and describe each approach.
Q3) Mia is meeting a potential customer to give a sales presentation and is concerned about what to wear. Which of the following would most likely enable Mia to convey a professional image?
A)brightly colored dress
B)loose fitting shirt
C)layers of jewelry
D)scuffed shoes
E)tailored skirt
Q4) Salespeople who have the ability to imagine themselves in someone else's position and understand what that person is feeling are known as ________.
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Chapter 5: Communication Styles: A Key to Adaptive Selling
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75 Flashcards
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Sample Questions
Q1) Which of the following is most likely true about our individual communication style?
A)It is formed before we are born.
B)It is formed during the first year of our life.
C)It is formed before we enter elementary school.
D)It is constantly changing throughout life.
E)It is based on environmental factors,not heredity.
Q2) Communication style does not affect other people's perceptions of us.
A)True
B)False
Q3) In the communication-style model,people who fall into zone two display their unique behavior characteristics with less intensity than in zone one.
A)True
B)False
Q4) Style flexing is the deliberate attempt to accommodate the needs of your customer. A)True
B)False
Q5) ________ can be defined as the tendency to control or prevail over others.
Page 7
Q6) What is the Platinum Rule and how do communication styles relate to it?
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Chapter 6: Creating Product Solutions
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78 Flashcards
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Sample Questions
Q1) Which of the following is most likely true of sales letters?
A)Sales letters should use the same format as an e-mail.
B)Sales letters should minimize the use of white space.
C)Most sales letters include not more than two paragraphs.
D)Because a sales letter is an introduction,formal language is unnecessary.
E)The use of the personal pronoun"I"should be minimized as much as possible.
Q2) Which term refers to the process by which a salesperson uncovers and clarifies a customer's problem,works with the customer to create a vision of how things could be better,and then develops a plan for implementing the vision?
A)product development
B)quality control
C)field testing
D)solution selling
E)product configuration
Q3) Give the definitions of a feature and a benefit.
Q4) A product strategy involves becoming a product expert and configuring value-added solutions.
A)True
B)False
Q5) Discuss the advantages of having in-depth knowledge of your product.
Page 8
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Chapter 7: Product-Selling Strategies That Add Value
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75 Verified Questions
75 Flashcards
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Sample Questions
Q1) Satisfactions can come from:
A)research studies done on the product
B)the board of directors of the company
C)any company that makes a competing product
D)the customer who buys the product
E)the salesperson who sells the product
Q2) For a growing number of customers,short-term savings that result from low prices are more important than long-term value.
A)True
B)False
Q3) A salesperson would most likely use a CRM system to:
A)categorize commission rates
B)qualify potential sales leads
C)file corporate bank records
D)monitor competitors' customers
E)send product information to customers
Q4) The value-added product exists when salespeople meet the customer's expectation.
A)True
B)False
Q5) List and describe the three parts of the Product Solutions Selling Model.
Page 9
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Chapter 8: The Buying Process and Buyer Behavior
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Sample Questions
Q1) How would Terrance most likely benefit from aligning the sales process with the customer's buying process?
A)lower advertising and marketing costs
B)greater efficiency with fewer salespeople
C)lower travel expenses due to fewer customer visits
D)greater success in making sales due to understanding how buyers buy
E)fewer returns from customers who felt pressured into making transactional purchases
Q2) Which of the following statements about social class is most likely true?
A)People in lower social classes purchase items less impulsively than upper social class shoppers.
B)Social scientists agree that there are an unlimited number of social classes.
C)Self-made millionaires possess inherited wealth,often acquired several generations before.
D)It is virtually impossible to move from one social class to another.
E)Social class is determined by a combination of factors such as income,education,occupation,and accumulated wealth.
Q3) The buyer resolution theory states that buyers need to resolve the answers to which five questions?
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Chapter 9: Developing and Qualifying Prospects and Accounts
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Sample Questions
Q1) Joe Girard's"Ferris wheel"concept illustrates how many calls it takes to close a sale.
A)True
B)False
Q2) How could the sales representative use CRM technology to pinpoint companies that might have more untapped buyers?
A)Compare the names of the contacts for each company in the CRM to the names on the invoices paid by the companies.
B)Run a pipeline report to see how many potential sales could close within the next 60 days.
C)Run a pipeline report for this year and then one for the same month a year ago to compare numbers of prospects at each stage in the pipeline.
D)Look at the task list to see if there are prospects to be called that salespeople have missed.
E)Analyze sales reports in terms of company populations to find sales that are too small to be the entire company and may just be one department.
Q3) The process of identifying prospects that should be contacted is called ________.
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Chapter 10: Approaching the Customer with Adaptive Selling
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75 Flashcards
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Sample Questions
Q1) Which of the following statements concerning selling in England is true?
A)The British consider it rude to discuss business after the business day.
B)You should expect a quick decision on the part of the client.
C)The British appreciate very informal introductions.
D)Critiquing the competition's offering is acceptable.
E)The British tend to be very expressive and casual.
Q2) The step in the presentation plan involving anticipating buyer concerns and using the win-win method is the:
A)approach
B)needs identification
C)presentation
D)negotiation
E)close
Q3) Which step in the presentation plan involves reviewing goals and making initial contact?
A)approach
B)needs identification
C)presentation
D)negotiation
E)close
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Chapter 11: Determining Customer Needs With a
Consultative Questioning Strategy
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77 Verified Questions
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Sample Questions
Q1) ________ questions are intended to discover basic facts about a prospect's problem and existing situation.
Q2) Tom Reilly,author of Value-Added Selling,says,"Value-added salespeople sell three things: the product,the company,and themselves."
A)True
B)False
Q3) ________ is the process of sending back to the prospect what you as a listener think the person meant.
Q4) A(n)________ question most likely helps the salesperson discover facts about the buyer's existing situation and is often the first step in the partnership-building process.
A)confirmation
B)closed
C)open
D)general survey
E)probing
Q5) Salespeople are selling a solution to a customer's problem.
A)True
B)False
13
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Chapter 12: Creating Value with the Consultative Presentation
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Sample Questions
Q1) The primary goal of a(n)________ presentation strategy is to influence the prospect's beliefs,attitudes,or behavior and to encourage buyer action.
A)value
B)sensory
C)reminder
D)persuasive
E)informative
Q2) Which of the following is an accurate statement regarding the sales presentation?
A)It is best to communicate all you know about the product.
B)The location of the sales presentation is an irrelevant factor.
C)Each product feature is of equal importance to every customer.
D)Appealing to the prospect's senses makes the sales presentation more powerful.
E)A sales presentation that does not use technology is not likely to be successful.
Q3) List at least five of the 11 guidelines that should be followed when planning a presentation that adds value.
Q4) Words or phrases that suggest pictorial relationships between objects or ideas are known as ________.
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Chapter 13: Negotiating Buyer Concerns
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Sample Questions
Q1) One way to empathize with the client's objection and turn objections into sales is to use the"feel-felt- ________"strategy.
Q2) Traditional selling principles stressed that the"we versus they"and the"win-win"were similar concepts for negotiating sales resistance.
A)True
B)False
Q3) Karyn's team has already uncovered the lab's needs during the consultative questioning stage of the presentation. Which of the following is most likely true?
A)The team should practice debating features and benefits before the negotiation.
B)The team should continue to gather as much information on the lab and the lab's buying team as possible before the negotiation.
C)The team has already missed their best window of opportunity for negotiations.
D)The team should be more aggressive about offering discounts to achieve a fast close.
E)The team is more prepared than they need to be for the negotiation process.
Q4) Explain the differences between the direct denial method and the indirect denial method.
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Page 15
Chapter 14: Adapting the Close and Confirming the Partnership
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Sample Questions
Q1) An emotional response that can take various forms such as feelings of regret,fear,or anxiety is:
A)Saturday-morning syndrome
B)buyer's high
C)buyer's remorse
D)closing reluctance
E)closing reserve
Q2) An indication,either verbal or nonverbal,that the prospect is preparing to make a buying decision is called a(n):
A)assumptive close
B)trial close
C)approach
D)direct close
E)closing clue
Q3) During the close,attention should be focused on:
A)a more detailed analysis of customer objections
B)the information gathered in the pre-approach stage
C)the single benefit that generates the most excitement
D)the ceremonial and visual aspects of the sales presentation
E)the features the product has that set it apart from the competition
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Chapter 15: Servicing the Sale and Building the Partnership
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Sample Questions
Q1) Research indicates that about half of lost customers leave due to price considerations.
A)True
B)False
Q2) The major advantage of a telephone call over written correspondence is that:
A)it is cheaper
B)less time is involved
C)it offers spontaneity
D)the buyer is a"captive audience"
E)two-way communication is involved
Q3) Satisfied customers who make product recommendations to others act as a firm's"auxiliary"sales force.
A)True
B)False
Q4) Which service behavior is LEAST important in business-to-business selling?
A)returning customer phone calls promptly
B)communicating information concisely
C)showing a willingness to be helpful
D)speeding up the closing process
E)demonstrating professionalism
Page 17
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Chapter 16: Opportunity Management: The Key to Greater Sales Productivity
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Sample Questions
Q1) On average,salespeople spend most of their work time on:
A)sales meetings and conference calls
B)administrative tasks and travel
C)face-to-face selling
D)customer follow-up
E)prospecting
Q2) The primary objective of a sales ________ and scheduling plan is to increase actual face-to-face selling.
Q3) A sales call plan is:
A)a daily action plan initiated by the salesperson
B)a weekly action plan,often initiated by the sales manager
C)a monthly action plan,initiated by the salesperson
D)a record of sales calls that have been made in the previous month
E)a record of sales calls that are to be made that day
Q4) Which of the following is an effective way to manage stress?
A)Increase the focus on job tasks.
B)Work from home less frequently.
C)Maintain a realistic outlook to avoid disappointment.
D)Practice healthy emotional expression.
E)Fight or ignore most major problems.
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Chapter 17: Management of the Sales Force
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Sample Questions
Q1) One sales representative complains that she never knows where she stands with Victor because he rarely provides feedback. The sales representative also indicates that Victor fails to communicate his expectations to sales team members. Victor most likely needs to work on the leadership dimension of:
A)mentoring
B)motivation
C)organization
D)structure
E)consideration
Q2) Smaller companies with small sales forces can reduce training costs while meeting the needs of their salespeople by:
A)hiring salespeople who have already been trained at other companies
B)using online training courses instead of live training courses
C)refining specific closing techniques instead of focusing on the basics of sales
D)reallocating employees from the marketing department to the sales department
E)creating informal training programs instead of formal training programs
Q3) A(n)________ is an explanation of what the salesperson will do and under what conditions the work will be performed.
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