Deck 3: Creating Value With a Relationship Strategy

Question 1

In a partnering relationship,the role of the salesperson must move from selling to supporting.

Answer 1

True

Question 2

One disadvantage of the "I win,you win" attitude is the real danger that customers will take advantage of the salespersons fairness.

Answer 2

False

Question 3

When selecting a wardrobe for sales work,three key words should govern our decisions: simplicity,quality,and fashion.

Answer 3

False

Question 4

In sales work,one should avoid the temptation to address a new prospect by first name.

Question 5

One of the strategies to appear more confident is to talk slower rather than faster.

Question 6

Nonverbal messages can reinforce or contradict the spoken word.

Question 7

Self-concept can set the limits of our selling accomplishments,defining what we can and cannot do.

Question 8

A good conversational strategy for salespeople is to offer a compliment to their prospect.

Question 9

Facial expressions vary from one culture to another,so salespeople must have cultural sensitivity training when selling to people from other cultures.

Question 10

Asking prospects about their interests is crossing the line of professional behavior.

Question 11

Voice quality is more important on the telephone than when making a face to face sales presentation.

Question 12

Emotional intelligence refers to our capacity for recognizing our own feelings and those of others.

Question 13

It is important that salespeople develop a good self-concept as,once formed,it is very resistant to change.

Question 14

Salespeople need good communication skills as verbal messages convey much more impact than nonverbal ones.

Question 15

Body language is a form of nonverbal communication that has been defined as silent messages.

Question 16

Most image consultants agree that there is a single "dress for success" look that is appropriate for most sales positions.

Question 17

Research indicates that a high IQ is a good predictor of success in the field of personal selling.

Question 18

If you want to identify the inner feelings of another person,watch facial expressions closely.

Question 19

In most cases,a full,deep grip will communicate friendship to the prospect.

Question 20

If a prospect begins a conversation about religion or politics,it is safe to honestly express your views on such issues.

Question 21

It is important that salespeople build and maintain relationships with four groups:

A)management personnel,company support staff,secondary decision makers,and customers.
B)customers,management personnel,vendors,and secondary decision makers.
C)customers,internal support staff,management personnel,and manufacturing representatives.
D)management personnel,vendors,customers,and trade representatives.
E)customer support staff,vendors,customers,and trade representatives.

Question 22

Relationship selling involves:

A)an approach to selling that changes according to the current ethical standards.
B)collaborating rather than competing with competitors.
C)building of a business relationship before building a social relationship.
D)a style of selling that was first used successfully in the 1950s.
E)a style of selling that favours close,trusting,and long-term relationship over the quick sell.

Question 23

It is not possible to change our self-concept.

Question 24

All of the following are considered elements of nonverbal communication except:

A)entrance and carriage.
B)facial expression,gestures and posture.
C)dress and grooming.
D)choice of words to communicate facts and figures.
E)eye contact and handshake.

Question 25

A transactional sale will need a different relationship strategy than a consultative type of a sale.

Question 26

Which four key words should govern our decisions when selecting a wardrobe for sales work?

A)simplicity,appropriateness,quality and visual integrity
B)simplicity,texture,quality and appropriateness
C)quality,design,simplicity and appropriateness
D)appropriateness,quality,simplicity and design
E)color,fabric,simplicity and texture

Question 27

One way to develop a positive self-concept would be through:

A)comparing yourself to people who are worse-off than you.
B)becoming an expert in a selected area.
C)becoming more impulsive and happy-go-lucky.
D)realizing that you cannot change who you are.
E)constantly reflecting on your past mistakes.

Question 28

An empathizer is someone who has the ability to imagine themselves in someone else's position and understand what that person is feeling.

Question 29

When you practice what you believe in,you have:

A)self-image.
B)character.
C)unconscious expectations.
D)integrity.
E)emotional intelligence.

Question 30

Generally speaking,the firm handshake will communicate:

A)moral superiority.
B)good physical fitness.
C)sales competence.
D)a caring attitude.
E)a degree of nervousness.

Question 31

Which of the following would be considered secondary decision makers?

A)shipping department personnel employed by the same company as the salesperson
B)the receptionist who works for an established customer
C)the secretary who provides support services for the sales staff
D)sales people
E)credit department personnel employed by the same company as the salesperson

Question 32

Business attire should reflect:

A)the current fashion trends.
B)your clients clothing choices.
C)your personal tastes and preferences.
D)your values.
E)the national dress code.

Question 33

Which one of the following is a practical approach to improving your self-concept?

A)Remember,mistakes can always be covered up
B)Work hard to become a good negotiator
C)Develop expertise in selected areas
D)Avoid the narrow focus that comes with goal setting
E)Stay focused on past mistakes or failures

Question 34

Research in the field of communication reveals that:

A)what we say rarely is what we mean.
B)nonverbal behaviors do not contradict verbal messages.
C)words play a surprisingly small role in the communication process.
D)the meaning we attach to what is said by another person depends little on visual and auditory data.
E)nonverbal behaviors seldom reinforce verbal messages.

Question 35

The concept of "unconscious expectations" is best defined by which one of the following statements?

A)People seldom have strong feelings about what is appropriate in terms of dress and grooming.
B)Every person seems to have very different expectations regarding what is appropriate in terms of dress and grooming.
C)Every person has formed certain views about what is appropriate in terms of dress and grooming for specific occupations.
D)Every culture has a specific dress code.
E)It is not possible to anticipate what is appropriate in dress and grooming because customers' expectations are never known.

Question 36

Research indicates that when two people communicate,nonverbal messages convey:

A)nothing of any importance.
B)the same impact as verbal messages.
C)as much impact as words.
D)much more impact than verbal messages.
E)ten times as much impact as verbal messages.

Question 37

Proper business etiquette would include:

A)addressing a new prospect by first name.
B)discussing business as soon as you finish the personal introductions.
C)avoiding personal views on political and religious issues.
D)discussing your personal views on politics in order to have an interesting conversation.
E)answering your cell phone when in conversation with a client.

Question 38

In the information age,successful salespeople will have to have the ability to imagine themselves in someone else's position and understand that person's feelings.

Question 39

The relationship strategy should be tailored to the type of customer you are working with.

Question 40

Developing a relationship strategy for selling involves:

A)socializing with clients after business.
B)having a production orientation.
C)engaging in transactional selling.
D)being on a first-name basis with clients.
E)adopting a win-win philosophy.

Question 41

Karen knows that the first contact between a salesperson and prospect is important.This is because:

A)once an impression has been made,it cannot be changed.
B)it is difficult to rebound from a poor first impression.
C)first impressions aren't really all that important.
D)over time,your customer's impressions of you will deteriorate.
E)customers usually have such low expectations of salespeople.

Question 42

Jason's body language such as gestures,appearance,posture etc.speaks volumes about him.These nonverbal messages are also called:

A)words.
B)silent messages.
C)sign language.
D)digestive sounds.
E)this is a meaningless term.

Question 43

Selling in the information age involves relationship challenges such as:

A)transforming a relationship from personal level to business level.
B)cultural barriers make relationship strategy ineffective with most customers.
C)globalization.
D)people are too busy to form long-term relationships.
E)competitors are constantly using better products and lower prices to gain your market share.

Question 44

Sam realizes that self concept is important since it can influence the direction of his life.It can effectively:

A)set the limits of his accomplishments.
B)overcome poor goal setting.
C)make him more outgoing.
D)close sales for him.
E)replace hard work.

Question 45

Amber works diligently to achieve win-win situations with her customers.By doing so,both she and her customers come out of the negotiation with a:

A)sense of victory.
B)sense of satisfaction.
C)sense of defeat.
D)sense of belonging.
E)sense of duty.

Question 46

Cam has taken several Dale Carnegie Training courses.When giving advice on building strong relationships,concerns often include good listening skills,speaking in terms of your customers interests,and:

A)getting your products delivered on time.
B)have price lists and brochures available.
C)having all of your pre-call planning finished.
D)being genuinely interested in your customer.
E)selling at the lowest possible price.

Question 47

Tanya has a good understanding of the relationship building process.She realizes that her feelings and behaviors are consistent with her:

A)sales results.
B)manager's opinion of her.
C)self concept.
D)Pearson's effect.
E)Maslow's effect.

Question 48

One of the strategies for developing positive self concept is:

A)become a tough negotiator.
B)not to be critical about oneself.
C)look at other peoples negative qualities.
D)develop 'expert power'.
E)learn to be more aggressive.

Question 49

Henri knows that a sales rep's self concept is very important.This self concept is shaped by the ideas,attitudes,feelings,and other thoughts the rep has about himself or herself.This self concept serves to:

A)being liked by every one.
B)promote outgoing behaviors.
C)handle the stress of a sales job.
D)edit all incoming information and influence our actions.
E)be competitive and aggressive.

Question 50

Emotional intelligence refers to all of the following traits except:

A)empathy
B)adaptability.
C)very high intelligence.
D)well-developed social skills.
E)self-confidence.

Question 51

Connie's character is often described as strong.It is comprised of her personal standards of behavior,including:

A)honesty,integrity,and judgementalness.
B)honesty,integrity,and moral fibre.
C)action,judgementalness,and moral fibre.
D)honesty,action,and judgementalness.
E)honesty,action,and moral fibre.

Question 52

Sam engages in a process of strategically developing high quality long-term relationships.This process focuses on solving customers' buying problems.This process might be called:

A)marketing.
B)rapport building.
C)partnering.
D)target marketing.
E)selling.

Question 53

Characteristics of win-win people are:

A)they know how to use non-verbal communication effectively.
B)they don't give up.
C)they believe in transaction selling.
D)they are good at getting their way.
E)they help others solve their problems.

Question 54

Ken considers what factor (or factors)key to determining sales success?

A)developing a positive self-concept
B)transaction selling
C)being production oriented
D)being sales oriented
E)using a flexible pricing policy

Question 55

Self-talk means:

A)talking to one self.
B)talking about one self.
C)having a mentally imbalanced state of mind.
D)being more emotionally intelligent.
E)an effort to override past negative mental programming by erasing or replacing it with conscious,positive new directions.

Question 56

Before meeting her clients,Karen forms a mental picture of herself succeeding in making that sale.This is an example of:

A)creative selling.
B)visualization.
C)day dreaming.
D)self-talk.
E)positive thinking.

Question 57

Win-win salespeople have adopted all of the following behaviors except:

A)help others solve their problems.
B)let life happen to them.
C)make life a joyous happening.
D)fix what caused the problem.
E)make commitments to themselves and to others and keeps them both.

Question 58

Sondra has watched her sales figures drop over the years.She has always had great relationships with her customers.What might explain this?

A)the customers don't want a relationship,they want lowest price
B)competitors may be developing relationships with their potential customers too
C)global competition is changing the business environment
D)she ignores secondary decision makers
E)the customer are interested in transactional buying

Question 59

Tanya develops high quality relationships.In today's marketplace,these relationships result in:

A)shorter selling cycles.
B)less emphasis on product quality.
C)repeat business.
D)quicker closes.
E)less emphasis on product price.

Question 60

Randy wants to develop strong relationships to encourage high performance results.He should communicate with:

A)the CEO.
B)other sales people.
C)competitors.
D)his supervisor.
E)secondary decision makers.

Question 61

________ is an inner force that makes the salesperson want and need to make the sale.

Question 62

According to Daniel Pink,author of A Whole New Mind,we are moving from:

A)the conceptual age to the information age.
B)the technological age to the relationship age.
C)the information age to the conceptual age.
D)the industrial age to the service age.
E)the technological age to the information age.

Question 63

A Consultative sale emphasizes all of the following except:

A)transactional selling
B)effective communication
C)need identification
D)mutual trust and respect
E)relationship building

Question 64

In addition to the empathizer quality an effective salesperson must have:

A)high self discipline.
B)low ego drive.
C)Type A personality.
D)a strong ego drive.
E)a very high IQ.

Question 65

One of the strategies to improve our self-concept is to:

A)develop "reward" power.
B)develop "expert" power.
C)develop "position" power.
D)develop "coercive" power.
E)develop "legitimate" power.

Question 66

Developing a positive personal attitude,focusing on the future and developing an expertise in a selected area are ways to ________ .

Question 67

Awareness about verbal communication,non-verbal communication,the double-win philosophy,emotional intelligence is part of:

A)customer strategy
B)communication styles strategy
C)communication strategy
D)relationship strategy
E)competitive advantage strategy

Question 68

When setting goals as part of the self-improvement plan,the goals should be:

A)general.
B)focusing on strengths.
C)focusing on self-improvement.
D)measurable.
E)easy to achieve.

Question 69

In the information age,personal selling success will depend on:

A)collecting competitive intelligence.
B)collecting customer information.
C)becoming a marketing expert.
D)becoming a product expert.
E)developing and managing customer relationships.

Question 70

________is shaped by the facts,opinions,beliefs and perceptions you have about yourself that influence the way you relate to others.

Question 71

Unconscious expectations or views about appropriateness of dress means:

A)we should dress in high quality and expensive clothing.
B)we should dress in clothing that reflects our values.
C)we should dress in clothing that reflects our self-concept.
D)we should dress to reflect our company culture.
E)we should dress based on expectations of our clients.

Question 72

Partnership selling is about:

A)focusing on the 'product' during the sale.
B)focusing on the 'solution' during the sale.
C)making a good first impression at the beginning of the sale.
D)having a long-term orientation about the sales process.
E)having a short-term orientation about the sales process.

Question 73

Kwame is always aware of his customers' feelings and makes an effort to understand their beliefs and perceptions.He is also very motivated to succeed and works hard to close every sale.Kwame's behaviour indicates that:

A)he is not aware of the relationship strategy.
B)he does not believe in the double-win philosophy.
C)he is an empathizer and has a strong ego drive.
D)he is a sensitive individual but hard-working.
E)he has high emotional intelligence but low ethics.

Question 74

The core objective of relationship strategy can be summarized as :

A)establishing a business relationship with buyers.
B)establishing a personal relationship with the buyers.
C)improving our self-concept so that we can have productive relationships with others.
D)establishing a relationship between the buyer and seller based on mutual respect and trust.
E)improving our communication-style with the buyers.

Question 75

Name the four groups with whom a salesperson should build strong relationships.

Question 76

The acronym CARE stands for:

A)Customize,Achievement,Reward,Effort
B)Customize,Appreciate,Respond,Execute
C)Customers,Approval,Reward,Expertise
D)Competition,Appreciate,Respond,Execute
E)Competition,Aggressive,Reward,effort

Question 77

A strategy of overriding negative thoughts and replacing it with positive thoughts is called:

A)self-talk.
B)double win philosophy.
C)image management.
D)positioning.
E)positivism.

Question 78

The outcome of quality partnerships between sales people and customers is:

A)lack of customer complaints.
B)lower social risk for the customers in the purchase.
C)long-term customer loyalty.
D)lower cognitive dissonance for the customers.
E)lower functional risk for the customers in the purchase.

Question 79

The beliefs,opinions and perceptions we have about ourselves which influence our behaviour is called:

A)the ego.
B)self-perception.
C)the ideal self-image.
D)motivation.
E)the self-concept.

Question 80

________ is a form of nonverbal communication that has been defined as "messages without words."