Deck 23: Personal Selling

Question 1

The modern selling practice is based upon the principle that the sales process must be built on a foundation of trust and mutual agreement.

Answer 1

True

Question 2

High-performing salespeople actively plan and develop strategies that will lead to programs benefitting the customer.

Answer 2

True

Question 3

A seller-oriented selling orientation is focused on the long-term relationship with customers.

Answer 3

False

Question 4

Seller-oriented selling puts the buyer's needs before all else.

Question 5

Companies are increasingly using salesforce.com as a substitute for human salespeople.

Question 6

High-performing salespeople emphasize the interests of their clients over their companies to achieve one-way advocacy.

Question 7

The modern selling philosophy relies heavily on wining and dining clients,emphasizing the clients are bought rather than earned.

Question 8

Sales representatives should act as if they work for themselves in order to fulfill the modern selling practice.

Question 9

Research has shown that role ambiguity in the early stage of employment increases salesperson commitment to the company and decreases turnover.

Question 10

No single factor is able to adequately explain salesperson performance.

Question 11

Personal selling does not need to be person-to-person to be effective.

Question 12

One of the resources of the salesperson that help determine effectiveness is the characteristic of the buying task.

Question 13

When a salesperson services an account,it means that she is handling shipment problems and handling back orders.

Question 14

Personal selling is one-way communication,as are the other promotional tools.

Question 15

Salesforce.com is an information management tool for salespeople.

Question 16

The typical activity envisioned when thinking of personal selling is entertaining prospective clients.

Question 17

A customer-driven atmosphere in selling is essential to developing long-term growth through customer relationships.

Question 18

All elements of the promotional mix and IMC work together to achieve overall organizational objectives.

Question 19

Motivation is reciprocally related to performance,meaning that it is a determinant of performance and is also determined by performance.

Question 20

In the modern selling practice,getting the order is the critical step in the selling process.

Question 21

The SPIN method is about the relative position of dominance,deference,or equality that buyers and sellers put themselves in as a result of dialog between the two.

Question 22

New-business salespeople must call on new accounts continuously.

Question 23

Implication questions,part of the SPIN method,assess the value or usefulness of a proposed solution.

Question 24

Qualifying prospects means to arrange a meeting with prospective customers.

Question 25

It is during the qualifying stage of personal selling that the salesperson attempts to gain some type of commitment from the customer to purchase the product.

Question 26

The real estate market typifies missionary selling.

Question 27

Which of the following is despised in salespeople? 

A) pushy attitude 
B) poor listening skills 
C) poor presentation skills 
D) lack of product knowledge 
E) failure to schedule an appointment

Question 28

Trade selling requires limited prospecting with an emphasis placed on servicing accounts.

Question 29

Salespeople prospect for clients using both internal company sources and external list sources.

Question 30

Which of following qualities is the least valued in a salesperson? 

A) knowledge of competitor products 
B) product knowledge 
C) presentation ability 
D) reliability 
E) professionalism

Question 31

When salespeople handle objections,it means they are addressing sales resistance on the part of the prospective buyer.

Question 32

Conceding to parts of the objection is one way of handling objections and reducing sales resistance.

Question 33

The distinguishing characteristic of retail sales is that the customer comes to the salesperson.

Question 34

Cold calling is primary a tool used among salespeople in new-business selling.

Question 35

Pharmaceutical sales representatives are sometimes called detail reps because they explain product details to physicians.

Question 36

The SPIN method is used during the approach phase of personal selling.

Question 37

The primary disadvantage of personal selling is that it is _____.

A) less effective in driving market share 
B) more costly than other promotional tools 
C) perceived poorly by clients 
D) limited to telemarketing 
E) less effective for coupon delivery

Question 38

Technical salespeople are sometimes called "sales engineers." 

Question 39

Which of the following forms of promotion refers to person-to-person communication in which a salesperson works with prospective buyers in attempting to determine their purchase needs and match those with her company's products? 

A) advertising 
B) sales promotion 
C) personal selling 
D) public relations 
E) paid media

Question 40

All of the following are activities in a salesperson may engage except _____.

A) message customization 
B) listening to prospects 
C) pitching to journalists 
D) demonstrating a product in use 
E) communicating with clients

Question 41

Which of the following activities is not part of the selling function but is still a selling activity? 

A) planning the sales presentation 
B) making the sales presentation 
C) overcoming objections 
D) servicing the product 
E) closing the sale

Question 42

Sales representatives for pharmaceutical manufacturers are sometimes called _____ because they explain the advantages of the manufacturer's brands compared to the competitive offerings to physicians.

A) detailers 
B) technical salespeople 
C) inside salespeople 
D) sales engineers 
E) bird-doggers

Question 43

Salespeople who call on _____ are most likely to spend time servicing accounts by stocking shelves,setting up POP displays,and handling local advertising.

A) department stores 
B) supermarkets 
C) hardware stores 
D) drycleaners 
E) furniture stores

Question 44

_____ may require less training for salespeople than the other forms of selling.

A) technical selling 
B) trade selling 
C) retail selling 
D) inside selling 
E) new-business selling

Question 45

In what industry is technical selling not found? 

A) electronics 
B) machinery 
C) retail 
D) computer science 
E) financial services

Question 46

Which type of sales position relies on the telephone and Internet more so than the others? 

A) new business 
B) trade 
C) missionary 
D) inside 
E) retail

Question 47

The primary difference between trade salespeople and missionary salespeople is that trade salespeople sell _____ direct customers while missionary salespeople sell _____ direct customers.

A) through; for 
B) for; through 
C) to; from 
D) from; to 
E) there is no difference between trade and missionary salespeople

Question 48

Which of the following is the primary task of trade salespeople? 

A) to collect past-due accounts 
B) to manage high technology products in the fields of engineering and medicine 
C) to sell for their direct customers 
D) to provide promotional assistance which can result in increased sales volume 
E) to provide telemarketing support

Question 49

All of the following are selling activities except _____.

A) working with others 
B) designing the product 
C) servicing the account 
D) entertaining prospects 
E) all of the following are selling activities

Question 50

The first step in personal selling is _____.

A) preapproach 
B) prospecting and qualifying 
C) approach 
D) sales presentation 
E) close

Question 51

Which type of salesperson would most likely work in the consumer packaged-goods (CPG)industry? 

A) trade salesperson 
B) missionary salesperson 
C) retail salesperson 
D) technical salesperson 
E) inside salesperson

Question 52

New-business selling is characterized by which of the following terms? 

A) bird-dogging 
B) cold calling 
C) canvassing 
D) prospecting 
E) All of these are correct.

Question 53

Which of the following types of salespeople are employees of manufacturers? 

A) inside sales 
B) retail sales 
C) missionary sales 
D) new-business sales 
E) None of these are correct.

Question 54

How many basic steps are involved in personal selling? 

A) 5 
B) 6 
C) 7 
D) 8 
E) 9

Question 55

In which form of selling does the customer come to the salesperson rather than the salesperson to the customer? 

A) missionary selling 
B) retail selling 
C) inside sales 
D) trade selling 
E) technical selling

Question 56

Salespeople who are conversant on a broad spectrum of subjects are said to have what? 

A) enthusiasm 
B) depth of knowledge 
C) breadth of knowledge 
D) empathy 
E) extended focus

Question 57

Which of the following is the most important step in the selling process for a salesperson taking a modern approach? 

A) qualifying prospects 
B) presenting to prospects 
C) making the sale 
D) after-sale follow up 
E) None of these are correct.

Question 58

The final step in personal selling is _____.

A) preapproach 
B) follow up 
C) approach 
D) sales presentation 
E) close

Question 59

Which of the selling activities includes planning the sales presentation,making the presentation,overcoming objections,and trying to close the sale? 

A) selling function 
B) working with others 
C) information management 
D) servicing the account 
E) training and recruiting

Question 60

Which of the following activities is part of those included when salespeople service the product? 

A) handling shipment problems 
B) handling objections 
C) entertaining clients 
D) teaching safety features of the product 
E) attending conferences

Question 61

What is a characteristic of the customer's buying task that can impact salesperson effectiveness? 

A) knowledge of alternatives 
B) analytical skills 
C) relative power 
D) anticipation of future interaction 
E) influence bases

Question 62

Which step in personal selling refers to identifying potential buyers who have the need,willingness,ability,and authority to buy? 

A) preapproach 
B) follow up 
C) approach 
D) sales presentation 
E) prospecting and qualifying

Question 63

All of the following are types of questions asked during sales presentations except _____.

A) situation questions 
B) problem questions 
C) implication questions 
D) need-payoff questions 
E) financing questions

Question 64

Which step requires the salesperson to arrange a meeting with the prospective customer and to acquire more specific about him or her and his or her business needs? 

A) approach 
B) prospecting 
C) qualifying 
D) preapproach 
E) handling objections

Question 65

Specific characteristics of high-performers include 

A) depth of knowledge. 
B) breadth of knowledge. 
C) adaptability. 
D) extended focus. 
E) All of these are correct.

Question 66

In a sales presentation,Jerry asks the prospect,"What parts of the system create errors"? Jerry is using a _____ question in the SPIN method.

A) situation questions 
B) problem questions 
C) implication questions 
D) need-payoff questions 
E) financing questions

Question 67

A salesperson wants to meet the customer's needs to receive a special price on a product,but also follow the company's policy,which forbids this practice.What specific determinant of performance is this salesperson struggling with? 

A) aptitude 
B) role perception 
C) skill level 
D) motivational level 
E) personal characteristics

Question 68

In addition to the content of communications,the _____ of the communication can also be used as an approach to handling objections.

A) form 
B) channel 
C) receiver 
D) sender 
E) noise

Question 69

All of the following are approach techniques used to gain the prospect's attention and interest except _____.

A) using a present customer's name as a reference 
B) asking whether the prospect's business is growing or declining 
C) giving the prospect a small gift 
D) offering a sample product 
E) offering a benefit of interest to the prospect

Question 70

The _____ method relies upon asking four specific types of questions during the sales presentation.

A) bird-dog method 
B) SPIN method 
C) objective-and-task method 
D) affordability method 
E) percentage-of-sales method

Question 71

All of the following are approaches a salesperson could take to handling objections except _____.

A) concede to some parts of the objection 
B) dispute the objection 
C) address the objection later in the presentation 
D) use humor to relieve tension about the objection 
E) return to the SPIN method

Question 72

Using a present customer's name as a reference is most likely a technique salespeople will use during the _____ phase of personal selling.

A) prospecting and qualifying 
B) preapproach 
C) approach 
D) sales presentation 
E) follow up

Question 73

In a sales presentation,Jerry asks the prospect,"What software application are you using to create invoices for your customers"? Jerry is using a _____ question in the SPIN method.

A) situation questions 
B) problem questions 
C) implication questions 
D) need-payoff questions 
E) financing questions

Question 74

______ is an approach to handling objections that focuses on the relative position of dominance,deference,or equality that buyers and sellers put themselves in as a result of dialog between the two.

A) The SPIN method 
B) Technical selling 
C) Relational communications 
D) Empathy 
E) Deference

Question 75

In a sales presentation,Jerry asks the prospect,"How much would you save if our company could help you reduce errors by 75%"? Jerry is using a _____ question in the SPIN method.

A) situation questions 
B) problem questions 
C) implication questions 
D) need-payoff questions 
E) financing questions

Question 76

In a sales presentation,Jerry asks the prospect,"How does this problem affect your firm's return on investment (ROI)"? Jerry is using a _____ question in the SPIN method.

A) situation questions 
B) problem questions 
C) implication questions 
D) need-payoff questions 
E) financing questions

Question 77

Which of the following considerations is relevant to consider when qualifying prospective buyers during the selling process? 

A) need for the product 
B) willingness to buy 
C) ability to buy 
D) authority to buy 
E) All of these are correct.

Question 78

During which phase of personal selling does the salesperson attempt to get a commitment for the prospect to buy the product? 

A) approach 
B) follow-up 
C) close 
D) inside sales 
E) qualifying

Question 79

When a salesperson disputes a doubt raised by the customer and offers solid reasons for the dispute,the salesperson is in the _____ phase of personal selling.

A) close 
B) approach 
C) handling objections 
D) prospecting 
E) preapproach

Question 80

The _____ phase of personal selling is critical because it is the phase within which the salesperson makes a first impression.

A) prospecting 
B) qualifying 
C) approach 
D) preapproach 
E) sales presentation