Deck 1: Overview of Personal Selling

Question 1

Customers perceptions of what they get for what they have to give up is referred to as Customer __________

A) Benefits
B) Cost
C) Behavior
D) Engagement
E) None of the above are correct

Answer 1

E

Question 2

Salespeople have contributed to the economic growth of the United States in two basic ways:

A) By stimulating economic transactions and encouraging research and development.
B) By bringing producers news about the state of the market and introducing new products to people in rural areas.
C) By stabilizing economic transactions and assisting in recovery cycles.
D) By sustaining periods of relative prosperity and developing product awareness among consumers.
E) By stimulating economic transactions and increasing the diffusion of innovation.

Answer 2

E

Question 3

Kim is proud to be a salesperson because she knows she is benefiting society by helping to __________ and promote the ____________

A) Stimulate the economy; diffusion of innovation
B) Add value; welfare of the company for which she works
C) Uncover needs; solutions
D) Sell products; company's brands
E) Sell products; development of her customers

Answer 3

A

Question 4

Jennifer follows the trust-based relationship selling strategy when dealing with her customers. She can expect to be ________________ her customers' decision-making processes.

A) Isolated from
B) Actively involved in
C) Dissatisfied with
D) Uncertain about
E) None of the above are correct.

Question 5

The part of marketing that relies heavily on interpersonal communication and interaction between buyers and sellers is called _____________

A) Advertising
B) Sales promotion
C) Direct marketing
D) Consumer behavior
E) Personal selling

Question 6

The desired outcomes in trust-based relationship selling include which of the following?

A) Closed sales
B) Order volume
C) Trust, mutual benefits, and enhanced profits
D) Profit in the short-term
E) None of the above.

Question 7

The series of conversations between buyers and Sellers that take place over time in an attempt to build relationships is referred to as _____________.

A) Advertising
B) Sales dialogue
C) Sales presentation
D) Sales communication
E) Sales conversation

Question 8

Ethan is engage in sales __________ , which refers to a series of conversations between buyers and sellers that occur as salespeople attempt to initiate, develop, and enhance customer relationships

A) Training
B) Dialogue
C) Calling
D) Pitching
E) Both C and D are correct

Question 9

Susan's customers are always concerned about what they're receiving in exchange for what they're paying. In other words, they are concerned about _______________.

A) Marketing
B) Personal selling
C) Customer value
D) Marketing Communications
E) Advertising

Question 10

Which of the following is most accurate with respect to post sale follow-up?

A) Transaction-focused selling includes substantial follow-up.
B) Transaction-focus selling includes little to no follow-up.
C) Trust-based relationship selling involves substantial follow-up.
D) Trust-based relationship selling it involves little to no follow-up.
E) Both B and C are correct.

Question 11

Which of the following is not a typical skill required for trust-based relationship selling?

A) Financial planning
B) Information gathering
C) Listening and questioning
D) Strategic problem solving
E) Team building and teamwork

Question 12

The primary focus of transaction-focused selling is the ________________________.

A) Salesperson and the selling organization
B) Customer
C) Product
D) Communication process
E) All of the above.

Question 13

One of the key roles that salespeople client in society is the distribution of knowledge about new technology. In other words, salespeople helped with the __________________________.

A) Growth of revenue
B) Diffusion of innovation
C) Market research process
D) Distribution of products
E) None of the above.

Question 14

Natalie is a college graduate seeking a job that will allow here to interact with customers individually. She is looking for a job in _______________.

A) Advertising
B) Sales promotion
C) Direct marketing
D) Personal selling
E) Management

Question 15

Sales _____________ is a customer-oriented approach that uses truthful, non-manipulative tactics to satisfy the long-term needs of both the customer and the selling firm.

A) Dialogue
B) Pitching
C) Communication
D) Professionalism
E) Engagement

Question 16

Salespeople have the following relationship with revenue in most business firms:

A) Indirect.
B) Direct.
C) No relationship.
D) Parallel.
E) Inverse.

Question 17

When practicing trust-based relationship selling, salespeople should do all of the following except:

A) Act as a business consultant and long-term ally.
B) Participate in two-way and collaborative communication.
C) Practice stimulus-response selling.
D) Be actively involved in the customer's decision making process.
E) Provide continued follow-through.

Question 18

As the evolution of personal selling continues, which of the following is not a predicted sales force response to an expected change?

A) More emphasis will be placed on developing and maintaining trust-based long-term customer relationships.
B) Greater emphasis will be placed on team selling.
C) There will be an increase in the use of technology (e.g., laptop computers, electronic mail, and fax machines).
D) More sales dollars will be spent on advertising.
E) There will be an increase in the globalization of sales efforts.

Question 19

The most important part of marketing communications for most business firms is:

A) Personal selling.
B) Advertising.
C) Public relations.
D) Sales promotions.
E) Publicity.

Question 20

Kevin is a salesperson who relies heavily on trust building. This style of selling is known as?

A) Personal selling
B) Mental states selling
C) Trust-Based relationship selling
D) Canned selling
E) None of the above.

Question 21

According to the text, when salespeople alter their sales messages and behaviors during a sales presentation, or as they encounter different sales situations, they are using:

A) Value-based selling.
B) Response selling.
C) Interactive selling.
D) Adaptive selling.
E) Situational selling.

Question 22

_________________is the role the salesperson plays in consultative selling were he or she arranges the use of the sales organization's resources in an effort to satisfy the customer.

A) Strategic orchestrator
B) Business consultant
C) Long-term ally
D) Business partner
E) Strategic innovator

Question 23

Continued affirmation selling is:

A) The primary sales method utilized by professional salespeople
B) The same thing as Adaptive Selling
C) A sales presentation that is unplanned and developed in response to the needs of the customer
D) A sales presentation unrelated to stimulus response selling
E) An example of stimulus response selling

Question 24

Which of the following is most accurate with respect to buyers' expectations of salespeople?

A) Buyers expect salespeople to be self-serving.
B) Buyers expect salespeople to be driven solely by profit.
C) Ultimately, buyers have little to no expectations of salespeople.
D) Buyers expect sales people to contribute to the success of the buyer's firm
E) All of the above are accurate.

Question 25

While accountants and financial staff are concerned with profitability in ____ terms, salespeople are primarily concerned with profitability in ____ terms.

A) Top-line, bottom-line
B) Accounting, sales
C) Profit/loss, revenue
D) Cost-of-production, cost-of-sales
E) Bottom-line, top-line

Question 26

All of the following statements accurately reflect factors that pertain to need-satisfaction selling except?

A) This method focuses on the salesperson and his/her product offerings.
B) The salesperson utilizes questioning, probing tactics to uncover important buyer needs.
C) The salesperson waits until relevant needs have been established before discussing product offerings.
D) The customer dominates the early portion of the sales interaction.
E) It is the salesperson's duty to identify the need to be met and then help the buyer in meeting that need.

Question 27

Which of the roles salespeople play in consultative selling is most dependent upon the salesperson's business, industry, and customer knowledge?

A) Strategic orchestrator
B) Business consultant
C) Long-term ally
D) Business partner
E) Strategic innovator

Question 28

The most important part of the salesperson's job is:

A) Tracking accounts receivable.
B) The sales process.
C) Training new salespersons.
D) Maintaining their credibility and integrity.
E) Attending training sessions.

Question 29

Which one of the following is not a stage in the problem-solving approach to selling?

A) Continue selling until purchase decision.
B) Generate alternative solutions.
C) Follow up sale with additional product offerings.
D) Define problem.
E) Evaluate alternative solutions.

Question 30

Which of the five views of personal selling is considered to be the simplest?

A) Stimulus-response
B) Need-satisfaction
C) Contingency-selling
D) Mental-states
E) Problem-solution

Question 31

The problem-solving view of personal selling is an extension of:

A) Needs-satisfaction selling.
B) Stimulus-response selling.
C) Contingency selling.
D) Mental-states selling.
E) Problem-solution selling.

Question 32

As a salesperson, you are expected to:

A) Get to know the buyers on a personal level.
B) Contribute to the success of the buyer's firm.
C) Serve your employer's interests only.
D) Only be concerned with meeting your sales quota.
E) Not get involved with your customers' problems.

Question 33

Need-satisfaction personal selling is based on the idea that:

A) Customers need to be told what they want.
B) The customer needs to know what products the firm offers.
C) Salespeople should be friendly because customers need to feel that they are appreciated.
D) Customers purchase to satisfy a particular need or set of needs.
E) Customers have only one need at a time and it must be met before the salesperson can interest them in any other product.

Question 34

A personal selling approach that involves helping customers reach their strategic goals by using the products, services and expertise of the sales organization is called:

A) Needs-satisfaction selling.
B) Consultative selling.
C) Alternative-solutions approach.
D) Stimulus-response selling.
E) Adaptable response method.

Question 35

Which of the following statements pertaining to the stimulus-response form of personal selling is true?

A) The buyer takes a dominant role in the sales dialogue.
B) The stimulus-response sales strategy cannot be used with a canned sales presentation.
C) The stimulus-response sales strategy must be conducted in person because of the necessity for visual aids.
D) An example of the stimulus-response sales strategy would be the continued affirmation method.
E) The stimulus-response sales strategy has the advantage of flexibility.

Question 36

David is always willing to support his customers even when an immediate sale is not expected. David is perceived by his customers as a _____________________ one of the roles David plays as a consultative salesperson.

A) Strategic orchestrator
B) Business consultant
C) Long-term ally
D) Business partner
E) Strategic innovator

Question 37

Which of the following is not one of the four basic approaches to personal selling that were identified three decades ago?

A) Stimulus-response
B) Need-satisfaction
C) Contingency-selling
D) Mental-states
E) Problem-solution

Question 38

The mental-states, or formula approach, to personal selling assumes that buyers must be led through four mental states, which occur in this order:

A) Interest, attention, desire, action.
B) Attention, desire, interest, action.
C) Curiosity, interest, conviction, purchase.
D) Attention, interest, desire, action.
E) Listening, considering, aspiring, deciding.

Question 39

According to the text, salespeople contribute to their firms in each of the following ways except?

A) Maximizing customer count
B) Helping with market research
C) Generating revenue
D) Becoming leaders in the future
E) Each of the above is correct

Question 40

According to the text, in considering the responsibility for revenue production, salespeople usually feel the brunt of the pressure along with:

A) The firm's stockholders.
B) The firm's production staff.
C) The firm's management staff.
D) The firm's financial staff.
E) The customer service supervisor.

Question 41

Ultimately, customer value is determined by the salesperson.

Question 42

As a salesperson utilizing a trust-based approach to selling, Ann should focus on maximizing her commission and her company's profit each quarter.

Question 43

Salespeople who are customer oriented, honest, dependable, competent, and likable are in a good position to establish

A) Rapport.
B) Trust.
C) Commitment.
D) Customer feedback.
E) Source credibility.

Question 44

Post-sale follow-up is an important part of transaction-focused selling.

Question 45

Strategic problem solving is a skill required by trust-based relationship selling but not by transaction-focused selling.

Question 46

Which of the following is not a class of sales job?

A) Sales support
B) New business
C) Territory manager
D) Inside
E) Direct-to-consumer

Question 47

Salespeople involved in trust-based relationship selling are often actively involved in the customer's decision-making process.

Question 48

Personal selling and trust-based relationship selling are essentially the same thing.

Question 49

Salespeople engaged in transaction-focused selling need to find ways to add value through post-sale follow-up.

Question 50

The primary focus of trust-based relationships selling is the customer and the customer's customer.

Question 51

"Is this salesperson dependable?" can be a question customers ask themselves when assessing customer value.

Question 52

The sales process begins with:

A) The training of the sales force.
B) Locating qualified prospective customers.
C) Planning the sales presentation.
D) The completion of the sale.
E) Making an appointment to see the customer.

Question 53

Essentially, transaction-focused selling and trust-based selling require the same skill sets.

Question 54

Which of the following is not part of the Trust-Based Sales Process model outlined in the text?

A) Selling Foundations
B) Selling situation
C) Initiating customer relationships
D) Developing customer relationships
E) Enhancing customer relationships

Question 55

Ultimately, customer value is determined by the customer.

Question 56

In which of the following types of sales positions is a pharmaceutical industry representative likely to be found?

A) Detailer
B) Retailer
C) Pioneer
D) Order-getter
E) Order-taker

Question 57

"Does this salesperson help me achieve my strategic priorities?" can be a question customers ask themselves when assessing customer value.

Question 58

Advantages of most sales jobs include all of the following except?

A) Job variety
B) Advancement opportunities
C) Immediate feedback
D) Regular vacations
E) Each of the above is correct

Question 59

The sales process is usually described as a series of ____ steps.

A) Ten
B) Cumulative
C) Interrelated
D) Separate but equal
E) Different

Question 60

The primary focus of trust-based relationships selling is the salesperson and the selling firm.

Question 61

Julie is a salesperson. As a salesperson, one of Julie's responsibilities will likely be to assist with market research.

Question 62

Salespeople are revenue producers for the company.

Question 63

As a salesperson, Larry is expected to identify customers but is not responsible for generating revenue.

Question 64

One of the reasons for engaging in sales dialogue is so that the salesperson all of the features and benefits his/her product offers

Question 65

When salespeople alter their sales messages and behaviors during a sales presentation or as they encounter different sales situations they are practicing manipulative selling.

Question 66

Professional buyers expect salespeople to coordinate all aspects of the product and service to provide a total package.

Question 67

A sales dialogue involves a series of conversations between the sellers and buyers.

Question 68

Consumers who are likely to be early adopters of an innovation often rely on the salesperson as a secondary source of information.

Question 69

Salespeople play an inconsequential role in the diffusion of innovation.

Question 70

Salespeople rarely get promoted into management positions because their training makes them too valuable where they are.

Question 71

The theoretical background for the stimulus-response approach to personal selling originated in early experiments with animal behavior.

Question 72

Salespeople are the only members of an organization responsible for generating revenue.

Question 73

As salespeople serve their customers, they simultaneously serve their employers and society.

Question 74

Salespeople help to stimulate the economy.

Question 75

A customer-oriented sales approach employs truthful, but manipulative, tactics to satisfy the long-term needs of both the customer and the selling firm.

Question 76

Salespeople should only be concerned with sales revenue.

Question 77

One of the reasons for engaging in sales dialogue is so that the salesperson can clarify the buyer's situation and buying processes.

Question 78

The new generation of salespeople will face demands from sophisticated buyers, economic uncertainties, and new technologies.

Question 79

Salespeople are rarely involved in market research because their time is better utilized in sales efforts.

Question 80

Salespeople are expected to be recognized as a key force in executing the appropriate strategies and tactics necessary for survival and growth.