Question 1

The practice of proposing related or complementary products and services during the sales process is referred to as

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Question 2

Sellers view a solution as a customized and integrated combination of products and services for meeting a customer's business needs. Buyers think of a solution to a business problem as one that meets their requirements, is designed to uniquely solve their problem, can be implemented, and

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Question 3

There are six commonly used techniques to deal with objections, one of which is to

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Question 4

Two selling styles associated with the need-satisfaction presentation format are

Accepted Answer

The need-satisfaction presentation format involves identifying and addressing the needs of the customer. Consultative selling is a selling style that involves a collaborative approach where the salesperson asks questions to understand the customer's needs and recommends solutions accordingly. Adaptive selling is a selling style that involves adjusting the sales approach based on the customer's communication style, buying behavior, and preferences. Therefore, options B (adaptive selling and consultative selling) is the best choice.

Question 5

When handling ________ in sales, the professional approach can vary depending on the situation, from acknowledging and converting them to ignoring them when they seem to be a stalling tactic.

Accepted Answer

Handling objections in sales is a common occurrence, and the professional approach will vary depending on the situation. Ignoring objections that are stalling tactics can be a useful strategy to avoid getting sidetracked in negotiations, while acknowledging objections and working to convert them can help move the process forward.

Question 6

The car salesman asked you a few questions when you first arrived to the lot: "What type of driving do you do?" and "How many people will you usually have riding in your car?" and then suggested, "Maybe you should look at crossovers instead of sedans." Here, the car salesman was using a

Accepted Answer

The car salesman is trying to determine the customer's needs and match them with the appropriate car type. This is an example of a need-satisfaction presentation. The other presentation types are not as applicable in this scenario.

Question 7

As a salesperson asks questions about a prospect's transportation system, the prospect says, "What I really want is reliable transportation at the lowest price I can get." The salesperson stops asking questions and pulls out a comparative price list that shows her company's transportation is the lowest priced and most reliable on the market. The salesperson has engaged in

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Question 8

Consultative selling is a presentation format that

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...

Question 9

Davidson-Uphoff & Co. sells ironware accessories for home and garden to retailers. The salespeople for this company are trained to ask probing questions such as, "What are the decorating trends in this region?" and "What are you doing to take advantage of this trend?" Once key ideas have been uncovered, the salesperson is taught to tailor his or her sales presentation so that the retailer can see why he or she should carry Davidson-Uphoff products. Davidson-Uphoff's salespeople are learning the ________ selling format.

Accepted Answer

The description of Davidson-Uphoff's sales approach indicates that the salespeople are focused on understanding the needs and concerns of the retailers they are selling to, and then tailoring their sales pitch to address those needs directly. This is the basic approach of the need-satisfaction selling format.

Question 10

In the context of the personal selling process, excuses for not making a purchase commitment or decision are referred to as

Accepted Answer

Objections are reasons or concerns that potential customers have for not making a purchase decision. They can range from price concerns to quality issues, and it is the job of the salesperson to overcome these objections in order to close the sale. Rationalizations and equivocations are similar to objections but they are more excuses than actual concerns. Refusals and qualifications are not directly related to the selling process.

Question 11

A need-satisfaction presentation format that focuses on problem identification, where the salesperson serves as an expert on problem recognition and resolution, is referred to as

Accepted Answer

Consultative selling focuses on problem identification and resolution, where the salesperson serves as an expert on identifying and solving the customer's problems. The salesperson takes on a consultative role, asking questions to understand customer needs, and then recommends solutions that will meet those needs. This approach emphasizes building a strong relationship with the customer to understand their unique situation and tailor solutions accordingly. Adaptive selling refers to adjusting the sales presentation based on the customer's needs and behaviors, while suggestive selling refers to recommending additional items to enhance the customer's purchase. Formula selling refers to a standardized sales approach that uses a script or specific sequence of steps to make a sale. Relationship selling emphasizes building a long-term relationship with the customer and providing excellent service to foster loyalty.

Question 12

Consultative selling is very prominent in

Accepted Answer

Consultative selling involves a salesperson acting as a consultant to understand the needs of the buyer and offering personalized solutions to meet those needs. This approach is commonly used in business-to-business marketing where the buyer needs are often complex and require tailored solutions. Business-to-government marketing may also use consultative selling, but it is not as common as in business-to-business marketing. Consultative selling is not typically used in consumer-to-consumer or consumer-to-business marketing, nor is it used in consumer-to-government marketing.

Question 13

There are three key reasons for putting the customer into customer solutions in selling: (1) considerable time and effort is necessary to fully understand a specific customer's requirements; (2) effective customer solutions are based on relationships among sellers and buyers; and (3)

Accepted Answer

Consultative selling involves identifying the unique needs and problems of the customer and then offering tailored solutions to meet those needs. This process requires a deep understanding of the customer's business and industry, as well as an ongoing relationship between the seller and the customer. By engaging in consultative selling, salespeople can provide valuable solutions to the customer, creating a mutually beneficial outcome. Therefore, choice C is the best answer because it emphasizes the importance of consultative selling in creating customer solutions.

Question 14

A need-satisfaction presentation format that involves adjusting the presentation to fit the selling situation, such as knowing when to offer solutions and when to ask for more information, is referred to as

Accepted Answer

The need-satisfaction presentation format described in the question is adaptive selling. Adaptive selling involves adjusting the sales presentation to fit the specific needs and preferences of the customer, and can include knowing when to offer solutions and when to gather more information. Relationship selling is focused on building long-term relationships with customers, while consultative selling involves providing expert advice and guidance to customers. Proactive selling involves anticipating customer needs and offering solutions before they are requested, while cooperative selling involves working collaboratively with the customer to find a mutually beneficial solution. None of these other options fully capture the concept described in the question.

Question 15

Which two forms of selling are possible when a salesperson is viewed as an expert on problem recognition and resolution?

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Question 16

Sales research and practice show that knowledge of the customer and sales situation are key ingredients for

Accepted Answer

Knowledge of the customer and sales situation are the key ingredients for adaptive selling, which involves adapting sales strategies and behaviors to fit the specific needs and preferences of individual customers. Progressive selling focuses on building long-term customer relationships, team selling involves multiple staff members collaborating on a sale, formula selling relies on predetermined scripts and strategies, and missionary selling involves promoting a larger idea or concept rather than a specific product.

Question 17

The practice of introducing a higher-end product solution than the one in question during the sales process is referred to as

Accepted Answer

The practice of introducing a higher-end product solution than the one in question during the sales process is referred to as upselling. This technique is often used to increase the value of the sale and maximize revenue. Cross-selling, formula selling, and adaptive selling are different techniques that may be used in the sales process, but they involve different strategies than upselling. Relationship selling is focused on building strong relationships with customers, rather than directly pushing for sales.

Question 18

Adaptive selling is a presentation format that

Accepted Answer

Adaptive selling involves adjusting the sales presentation to fit the selling situation, such as knowing when to offer solutions and when to ask for more information. This approach emphasizes flexibility and customization based on the needs and interests of the prospective buyer. Option A is also a valid description of adaptive selling, but option E is more comprehensive in its description of the approach. Option B describes a problem-solving approach to selling, which is not necessarily the same as adaptive selling. Option C is a description of a thorough and step-by-step approach to providing information, which may or may not be adaptive depending on the situation. Option D is a simplistic view of selling that assumes a direct cause-and-effect relationship between the salesperson's stimulus and the prospect's buying behavior.

Question 19

With ________, problem solutions are not simply a matter of choosing from an array of existing products or services. Rather, novel solutions often arise, thereby creating unique value for the customer.

Accepted Answer

Consultative selling involves understanding the customer's needs and offering customized solutions, often involving creativity and innovation. This approach can lead to novel solutions and unique value for the customer, rather than just selecting from existing products or services.

Question 20

Recently, Gartner Research and 1To1 Media recognized Microsoft Dynamics Customer Relationship Management (CRM) and its xRM framework for delivering increased productivity and cost savings for customers worldwide. Microsoft experts work individually with customers to flesh out what issues they have and adapt their enterprise software to meet the unique needs of that customer. The Microsoft expert is most likely engaged in

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Quiz 18: Personal Selling and Sales Management