Deck 3: Creating Value With a Relationship Strategy

Question 1

Transactional selling is a strategically developed,high-quality,longterm relationship that focuses on solving the customer's buying problems.

Answer 1

False

Question 2

The steps of self-improvement include goal setting,visualization,positive self-talk,and rewarding your progress.

Answer 2

False

Question 3

Maintaining a positive relationship with company support staff is a key element of building partnership relationships.

Answer 3

False

Question 4

This first major relationship challenge is understanding the win-win philosophy.

Question 5

Developing a long-term relationship that focuses on solving the customer's buying problems is referred to as:

A)executing
B)consulting
C)selling
D)managing a relationship
E)partnering

Question 6

Emotional intelligence refers to the capacity for monitoring our own feelings and those of others,along with motivating ourselves and managing our emotions.

Question 7

The three major relationship challenges are building new relationships,transforming relationships from personal to professional,and:

A)projecting a professional image
B)managing relationships
C)developing empathy
D)developing rapport
E)adding value

Question 8

A series of creative improvements in the sales process that enhance the customer experience is also known as:

A)relationship modeling
B)customer-oriented sales
C)value-added selling
D)transactional selling
E)managing relationships

Question 9

Nonverbal messages can reinforce or contradict the spoken word.

Question 10

Ego drive propels a salesperson to attempt to close a sale.

Question 11

Most image consultants agree that male salespeople should wear a jacket and tie to make the best impression on customers.

Question 12

Customers almost never buy products from someone they dislike.

Question 13

The role of a salesperson should move from supporting to selling.

Question 14

Win-win selling means that a salesperson sacrifices price to gain the sale.

Question 15

An empathizer is someone who understands the ways humans interact.

Question 16

In the strategic/consultative selling model,developing a relationship strategy includes the following recommendations: adopt the marketing concept,project a professional image,and maintain high ethical standards.

Question 17

Salespeople today are encouraged to think in terms of:

A)the profitability to the company that a customer represents
B)building a career that will translate even if they switch companies
C)maximizing their time by automating most functions
D)the total lifetime relationship with the customer
E)the total life cycle of a given sale

Question 18

The ability to monitor our own feelings and the feelings of others,and manage emotions in our relationships is referred to as:

A)emotional intelligence
B)relationship partnering
C)a relationship strategy
D)self-concept
E)a win-win relationship

Question 19

Research indicates that when two people communicate,verbal messages convey much more impact than nonverbal messages.

Question 20

The CARE model helps salespeople add value to their relationships with customers.

Question 21

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

A)Learn to develop a positive mental attitude.
B)Maintain a clear focus on past mistakes.
C)Spend time getting to know your competition.
D)Spend time each day contacting your current customers.
E)Develop a general level of knowledge on many topics.

Question 22

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

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

Question 23

Salespeople need to build and maintain relationships with:

A)lawyers
B)company support staff
C)journalists
D)vendors
E)auditors

Question 24

Which of the following is true of eye contact during a sales call?

A)Looking at papers in your briefcase indicates to the customer that you are listening.
B)Nodding constantly indicates interest.
C)Eye contact is one of the best ways to say "I'm listening."
D)A fleeting glance at notes is insulting to the prospect.
E)A prolonged,direct stare is reassuring.

Question 25

Which of the following is a good way to remember a customer's name?

A)introduce yourself in return
B)repeat the name immediately
C)ask the customer about his or her favorite hobbies
D)ask if the person enjoys his or her job
E)relate the name to another customer's name

Question 26

Which of the following would be considered a secondary decision-maker?

A)a credit department staffer employed by the same company as the salesperson
B)the administrative assistant who works for the CEO of an established customer
C)a shipping department worker employed by the same company as the salesperson
D)the secretary who provides support services for the sales staff
E)the accounts payable clerk who works for the vendor

Question 27

Which of the following is considered an element of nonverbal communication?

A)an email confirmation of an appointment
B)active listening phrases
C)choice of words to communicate facts and figures
D)brochures about your product
E)posture and demeanor

Question 28

A good general rule for salespeople to follow when choosing a wardrobe for sales is which of the following?

A)Business casual is always acceptable.
B)The salesperson should always be dressed more formally than the client is.
C)Men should wear blazers and button-down shirts,and women should wear heels and dresses or skirts.
D)Observe what your customers wear and match your clothing to theirs.
E)As long as you are a professional your clothing will have no impact on your job performance.

Question 29

The rules about how to dress in the business community are:

A)so varied that no general guidelines can be established
B)subject to some general guidelines
C)clearly defined for most occupations
D)clearly defined for most occupations with the exception of personal selling
E)clearly defined in the literature but not commonly understood by the layman

Question 30

In what medium is voice quality particularly important?

A)on the telephone
B)at a face-to-face meeting
C)in a webinar
D)by email
E)by instant message

Question 31

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

A)much less impact than verbal messages
B)slightly less impact than verbal messages
C)slightly more impact that verbal messages
D)much more impact than verbal messages
E)the same impact as verbal messages

Question 32

The win-win strategy can best be summed up as which of the following statements?

A)Both buyer and seller come away from the negotiation having given up something they originally wanted.
B)Both buyer and seller come away from the negotiation feeling that their best interests have been served.
C)Both buyer and seller come away from the negotiation feeling that they have made a new friend.
D)Neither buyer nor seller comes away from the negotiation feeling that they have made progress.
E)Neither buyer nor seller comes away from the negotiation having given up anything.

Question 33

Which of the following should be considered when selecting a wardrobe for sales work?

A)color
B)appropriateness
C)up-to-the-minute fashion
D)cost
E)fabric content

Question 34

A weak grip while shaking hands communicates weakness or:

A)strength
B)fear
C)dominance
D)indifference
E)antagonism

Question 35

According to Larry Wilson,there are three keys to a partnering relationship.To establish a partnership with a customer,he suggests:

A)making sure everybody understands the purpose of the partnership
B)being sure the relationship is primarily social rather than professional
C)that the role of the salesperson must move from consulting to selling
D)that the salesperson must convince the client of the need for the product
E)using closing methods that emphasize a rapid sale

Question 36

Which facial expression tends to inspire the most trust?

A)a contemplative look
B)a smile
C)a frown
D)a look of concern
E)a look of skepticism

Question 37

The bundle of facts,opinions,beliefs,and perceptions that you have about yourself are referred to as which of the following?

A)self-concept
B)self-love
C)self-esteem
D)self-mythology
E)self-examination

Question 38

Research in the field of communications reveals that:

A)a person's intention may not translate into the verbal message the person conveys
B)nonverbal behaviors seldom reinforce verbal messages
C)the meaning we attach to what is said by another person depends little on visual and auditory data
D)nonverbal behaviors do not contradict verbal messages
E)words play a surprisingly small role in the communications process

Question 39

In terms of relationship building,which type of selling is often the most challenging?

A)transactional selling
B)generic selling
C)strategic alliance selling
D)consultative selling
E)missionary selling

Question 40

Generally speaking,a firm handshake will communicate:

A)overeagerness
B)ambiguity
C)an image of strength
D)abruptness
E)aloofness

Question 41

Which of the following is a rule of etiquette appropriate for salespeople?

A)Call a new prospect by their first name right away to break the ice.
B)Avoid offensive stories or comments unless you are meeting outside the client's office.
C)Do not express personal views on religion or politics until clients have first expressed their views.
D)When you invite a customer to lunch,do not discuss business before the meal is ordered unless the client initiates the subject.
E)Do not leave a voice mail;instead,call until you reach the client.

Question 42

An effective model of creating rapport and building relationships with customers includes:

A)convince
B)ask
C)respond
D)explain
E)involve

Question 43

Which of the following is the best topic a salesperson can use to break the ice when talking with a prospect?

A)football scores
B)compliments on clothing
C)mutual acquaintances
D)politics
E)religion

Question 44

Joelle Williams is a personal coach who works primarily with sales representatives at the Colotel Corporation,a company that manufactures and sells copiers and peripherals.Joelle works on manners,nonverbal cues,and personal goal setting with the Colotel sales reps.The company prides itself on hiring locally for each office and using regional ties as well as cultured manners to advance relationships with customers.
One of Joelle's big challenges is working with Colotel sales reps to smooth out their speech mannerisms and accents.She works with the reps to achieve:

A)a smoothed-out accent,but no changes to speech mannerisms,which she considers charming
B)no accent or speech mannerisms whatsoever,which is equivalent to a Midwestern or broadcasting accent,so they can sell to anyone
C)an accent and mannerisms that sound educated and intelligent,but still local to maintain familiarity with prospects
D)a British accent,as this rates highest on the list of accents prospects consider "cultured"
E)a strong local accent of where they are located,even if they are not from that area,to bond with local buyers

Question 45

A ________ is usually the only physical contact one makes during a sales call.

Question 46

Roni Harris is a college student in the business department of her local university.She came in to college thinking she wanted to become an Accounting major,but discovered that she is interested in product marketing and in sales.
Roni is interviewing for a job in sales of a business-to-business application sold by subscription.During the interview,the interviewer asks her to tell him about a time she partnered with another person or group to achieve the other party's goal.Which example should Roni tell the interviewer?

A)Roni sold her used textbooks to a friend who was taking a course Roni had taken the previous semester.
B)Roni audited the books of the Investment Club to make sure they were calculating earnings,interest,and fees correctly.
C)Roni speaks Mandarin to the server at her favorite Chinese restaurant so the server will understand her more easily.
D)Roni watched her track teammate run to analyze her gait so the teammate could choose and purchase the best shoes for her stride.
E)Roni organized an art show of the homeless children's artwork to show what the children can do.

Question 47

________ can be defined as a strategically developed,high quality,long-term relationship that focuses on solving the customer's buying problem.

Question 48

Roni Harris is a college student in the business department of her local university.She came in to college thinking she wanted to become an Accounting major,but discovered that she is interested in product marketing and in sales.
Roni is carrying a full course load this semester,belongs to the Student Investment Club,is studying Mandarin Chinese,runs with the track team,and has been volunteering with an art therapy program to help homeless children process their emotions. Which of those activities will be of most help to her in a career in selling?

A)Studying is most important because she will know all the rules of selling correctly.
B)Investing is most important because she will understand how money works and will make good sales decisions.
C)Speaking Chinese is most important so that she can sell to international customers.
D)Staying physically fit is most important because a healthy appearance will attract customers to her.
E)Volunteering is most important because it will develop her sense of empathy and her relationships skills to understand customers and their needs.

Question 49

The salesperson who is honest,accountable,and sincerely concerned about the customer's welfare brings ________ ________ to the sale.

Question 50

Which of the following is a strategy for self-improvement?

A)compare your performance to others
B)set goals
C)reinforce your obstacles
D)punish your mistakes
E)reward help from others

Question 51

Joelle Williams is a personal coach who works primarily with sales representatives at the Colotel Corporation,a company that manufactures and sells copiers and peripherals.Joelle works on manners,nonverbal cues,and personal goal setting with the Colotel sales reps.The company prides itself on hiring locally for each office and using regional ties as well as cultured manners to advance relationships with customers.
Joelle works with sales reps on visualization,or guided imagery,and positive self-talk.What step is necessary first to be able to use these techniques effectively?

A)setting personal goals
B)creating a mental picture
C)rewarding progress
D)using affirmations
E)controlling mannerisms

Question 52

Roni Harris is a college student in the business department of her local university.She came in to college thinking she wanted to become an Accounting major,but discovered that she is interested in product marketing and in sales.
Roni discovers that she and a prospect belonged to the same sorority at different colleges in different decades.Should Roni mention this to the prospect?

A)No.Roni should not attempt to use this commonality to gain an unfair advantage in selling.
B)No.The prospect will be unlikely to be interested in any commonalities she shares with Roni.
C)Yes.Roni should ask the prospect detailed questions about what sorority life was like ten years earlier in an attempt to understand the older generation.
D)Yes.Roni should mention the commonality as a way to establish initial rapport with the prospect.
E)Yes.Roni should exploit the commonality to become friends with the prospect and see each other socially so the prospect will definitely buy from Roni.

Question 53

Roni Harris is a college student in the business department of her local university.She came in to college thinking she wanted to become an Accounting major,but discovered that she is interested in product marketing and in sales.
Roni is concerned that she is not as experienced as the other salespeople at her company.She has been assigned a mentor who has been in the sales department of the company for ten years.How can Roni best get help from her mentor for her concerns about her own inexperience?

A)Roni can watch what her mentor does and emulate his speech and movements on the phone and with clients.
B)Roni can ask her mentor to give her some of his qualified prospects so she will have a better chance of closing sales with them.
C)Roni can ask him what he wish he'd known when he first started out,and what the top things he'd tell a new salesperson are.
D)Roni can read through her mentor's call notes in the CRM system to see how frequently he contacts clients.
E)Roni can make an effort to become friends with her mentor by taking him out for coffee.

Question 54

Joelle Williams is a personal coach who works primarily with sales representatives at the Colotel Corporation,a company that manufactures and sells copiers and peripherals.Joelle works on manners,nonverbal cues,and personal goal setting with the Colotel sales reps.The company prides itself on hiring locally for each office and using regional ties as well as cultured manners to advance relationships with customers.
Joelle works with sales reps on projecting correct body language to set prospects at ease and convey a sense of honesty and trust.Learning to decipher body language can be more difficult because it requires:

A)paying attention to signals the prospect projects while still interacting with the prospect
B)intimate knowledge of the prospect's personality
C)more knowledge of personal psychology than most salespeople have
D)several meetings with the prospect to determine what the prospect's baseline body language is
E)luck,as deciphering body language is not a skill that can be learned

Question 55

________ ________ are a form of communication that have been defined as "messages without words" or "silent messages."

Question 56

________ ________ is shaped by the ideas,attitudes,feelings,and other thoughts you have about yourself that influence the way you relate to others.

Question 57

Describe and discuss the four steps in the self-improvement plan.

Question 58

Improving your self-image can be achieved with three practical approaches.List and describe each approach.

Question 59

Roni Harris is a college student in the business department of her local university.She came in to college thinking she wanted to become an Accounting major,but discovered that she is interested in product marketing and in sales.
At her new job,Roni talks with a prospect who is strongly interested in the product,but does not have the budget to purchase a full year subscription.When Roni reports this to her manager,her manager says,"Turn it into a win-win!" What does the sales manager mean by this?

A)She wants Roni to sell the product to the customer at cost.
B)She wants Roni to work with the customer to sell a length of subscription the customer can afford.
C)She wants Roni to work with the research department to lower costs so the subscription will be able to be sold at a lower price point.
D)She wants Roni to ask the prospect for a referral to another prospect who can buy,so the time spent with this prospect won't be a loss.
E)She wants Roni to say a polite thanks and goodbye to the prospect and move on to the next lead.

Question 60

Which of the following is the best way of speaking to customers?

A)talking too quickly
B)talking enthusiastically
C)talking too slowly
D)speaking in a dull pattern
E)using poor speech habits

Question 61

AdVance Corporation is a company that formulates and manufactures fertilizers for the farming industry.The company produces several standardized formulas that can be purchased directly through the retail arms of the company,but it also formulates custom fertilizers for farms.
A sales rep from AdVance spends several months with the buyer for a company that owns a dozen farms understanding the buyer's needs,and puts together a proposal for several fertilizers produced for the company's specific needs.When the sale is about to close,the buyer decides to purchase a cheaper,premade,standardized formula from another supplier.What is the most likely explanation of the outcome of the interaction?

A)The salesperson saw the sale as a partnering relationship while the buyer saw it as a transactional sale.
B)The salesperson saw the sale as a transactional relationship while the buyer saw it as a partnering sale.
C)The salesperson and buyer did not get along personally,so the buyer did not buy from the salesperson on principle.
D)The salesperson did not understand the buyer's needs and proposed fertilizer formulas that weren't exactly right for the buyer.
E)The buyer never intended to purchase from AdVance.

Question 62

AdVance Corporation is a company that formulates and manufactures fertilizers for the farming industry.The company produces several standardized formulas that can be purchased directly through the retail arms of the company,but it also formulates custom fertilizers for farms.
Which of the following is the best use of a CRM system for a salesperson for AdVance in terms of relationship strategy?

A)remembering customers' birthdays to send them cards to maintain the relationship
B)sending emails to customers at regular intervals checking on performance of the fertilizer the customer purchased from AdVance
C)sending emails reminding prospects that AdVance can mix custom fertilizer formulations
D)running the numbers in the CRM system to show the salesperson's pipeline on a given day
E)charting out what information has been given by the customer and what is still needed to complete the customer's file

Question 63

AdVance Corporation is a company that formulates and manufactures fertilizers for the farming industry.The company produces several standardized formulas that can be purchased directly through the retail arms of the company,but it also formulates custom fertilizers for farms.
The structure of AdVance's business model formulating custom fertilizers for customers relies on which of the following sales models?

A)partnering
B)persuading
C)cobranding
D)body language
E)transactional selling

Question 64

Joelle Williams is a personal coach who works primarily with sales representatives at the Colotel Corporation,a company that manufactures and sells copiers and peripherals.Joelle works on manners,nonverbal cues,and personal goal setting with the Colotel sales reps.The company prides itself on hiring locally for each office and using regional ties as well as cultured manners to advance relationships with customers.
Joelle has found that in some regional areas,punctuality and lateness are seen as bigger signifiers than they are in other regional areas.How should she teach sales reps to approach punctuality for appointments?

A)Lateness only matters if the prospect is on time and notices that the sales rep is late.
B)Lateness is relative,and prospects in certain areas will expect a sales rep to be late.
C)Lateness shows familiarity with the prospect,so it is a way to establish rapport,and punctuality can be off-putting.
D)Lateness disrespects the prospect's time,so be slightly early for every appointment,no matter where it is.
E)Lateness is not an important factor for most prospects,so salespeople should not be overly concerned with it.

Question 65

AdVance Corporation is a company that formulates and manufactures fertilizers for the farming industry.The company produces several standardized formulas that can be purchased directly through the retail arms of the company,but it also formulates custom fertilizers for farms.
John Collins has been a sales rep for AdVance for 18 years.When he began his career with AdVance he followed the money and sold to any customer he could convince to buy.In the last 15 years,however,he has been focusing on acting with integrity in every selling situation.As a result,he has discovered that his immediate close rate on sales has gone down,but that he has developed a highly profitable group of long-term customers.What principle does this demonstrate?

A)transactional sales are built on lower prices
B)acting with integrity can be counterproductive to a salesperson
C)no amount of professional success is worth sacrificing integrity
D)a sales rep can have a long career even with low sales
E)trust is the necessary basis for a long-term relationship

Question 66

AdVance Corporation is a company that formulates and manufactures fertilizers for the farming industry.The company produces several standardized formulas that can be purchased directly through the retail arms of the company,but it also formulates custom fertilizers for farms.
AdVance focuses on traditional,chemical-rich fertilizers that deliver maximum yield for customers.With which of the following customers would AdVance be a good partner?

A)an organic heirloom grain farm
B)a farm that grows the grain it feeds to the chickens it sells as "humanely-raised,Earth-friendly"
C)a farm that sells grain crops for export to the chemical processing industry that relies on volume
D)a farm that acts as a learning lab for students in local elementary schools
E)a hobby farm owned by residents of a nearby city

Question 67

Joelle Williams is a personal coach who works primarily with sales representatives at the Colotel Corporation,a company that manufactures and sells copiers and peripherals.Joelle works on manners,nonverbal cues,and personal goal setting with the Colotel sales reps.The company prides itself on hiring locally for each office and using regional ties as well as cultured manners to advance relationships with customers.
One of Joelle's challenges when coaching salespeople in listening skills is overcoming the misperception that salespeople need to be better at talking than at listening so that they can persuade customers to buy.How should she present the benefits of listening to salespeople in a way that will encourage them to develop their listening skills?

A)Customers will reject salespeople who do not display signs of active listening,like nodding the head and making encouraging sounds.
B)Customers are dubious of the signs of active listening,but are put off even more by a salesperson who does nothing but talk.
C)Salespeople should develop listening skills as part of an overall plan of personal development,and use visualization to help solidify their listening skills.
D)Salespeople who are good listeners develop better rapport with customers so they can more easily persuade them to buy.
E)Salespeople who are good listeners understand customer needs better to present a product configuration that solves customer needs.