Question 1

The salesperson meets the customer for the first time in the ________ step of the selling process.

Accepted Answer

In the approach step, the salesperson meets the customer for the first time and tries to create a positive first impression by greeting the customer and initiating a conversation.

Question 2

The qualities that buyers value most in salespeople include empathy, honesty, dependability, thoroughness, follow-through, and ________.

Accepted Answer

Good listening is the most appropriate choice as it is closely related to empathy, which is also mentioned in the list. Being a good listener is essential for understanding the customer's needs and concerns, which can ultimately lead to building trust and forming long-term relationships. While B, C, D, and E are important qualities, they do not directly address the customer's requirements for effective communication and understanding.

Question 3

The steps in the selling process, as described by the text, is an example of a ________ process. The aim is to help salespeople close a sale with a customer

Accepted Answer

The steps in the selling process are focused on completing a specific transaction between the salesperson and the customer. This makes it a transaction-oriented process, where the aim is to close a sale with a customer. The other options are not relevant to the process described.

Question 4

In this step of the sales process, salespeople can now take advantage of technologies such as DVDs, handheld computers, interactive white boards, and laptop computers to show customers images that support the salesperson's verbal message.

Accepted Answer

Presentation and demonstration is the step where salespeople use various technologies to show customers images and videos that support their verbal message. This helps in creating a strong impact on the customers and increases the chances of making a sale.

Question 5

Sales ________ encourage a sales force to make a selling effort that is above and beyond the normal expectation.

Accepted Answer

Contests can offer incentives such as prizes, bonuses, or recognition to motivate salespeople to work harder and achieve greater sales success. This can encourage the salesforce to go above and beyond their normal selling efforts. Quotas, teams, reports, and plans are important aspects of sales management, but they do not necessarily incentivize salespeople to exceed expectations.

Question 6

The prospecting step in the selling process includes identifying and ________ the prospects.

Accepted Answer

The prospecting step involves both identifying and qualifying potential prospects. Identifying prospects means finding individuals or businesses who may have a need for the product or service being sold. Qualifying prospects means assessing whether they have the budget, authority, need, and timeline to make a purchase. The other options listed may be steps that occur after prospecting, but they are not part of the prospecting step itself.

Question 7

Which of the following is the most relevant characteristic that a salesperson should consider when qualifying a prospect?

Accepted Answer

Financial ability and volume of business are crucial for determining whether a prospect can afford and sustain the purchase of products or services, making them highly relevant characteristics for qualifying a prospect.

Question 8

The ________ step of the selling process is difficult for some salespeople because they lack confidence, feel guilty about asking for an order, or may not recognize the right time to ask for an order.

Accepted Answer

The closing step of the selling process can be difficult for some salespeople because it requires them to ask for an order and potentially face rejection. Salespeople may lack confidence, feel guilty about being pushy, or not recognize the right moment to ask for the sale. However, without a successful closing, all efforts in the previous steps of the process will go to waste.

Question 9

In the handling objections step of the selling process, a salesperson should seek out hidden objections, ask the buyer to clarify objections, treat objections as opportunities to provide more information, and ________.

Accepted Answer

In the handling objections step of the selling process, the salesperson should turn objections into reasons for buying. This means that they should use the objections as an opportunity to highlight the benefits and value of the product or service, and show how it can address the buyer's needs or concerns. This approach can help build trust, credibility and a sense of partnership with the buyer, as well as increase their likelihood of making a purchase. The other choices are not recommended: A and E are not relevant to the handling objections step, B is counterproductive and unprofessional, and C may come across as insincere or patronizing.

Question 10

Which description of a salesperson fits best with today's relationship marketing focus and solutions approach?

Accepted Answer

Today's relationship marketing focus emphasizes building long-term relationships with customers by understanding their needs and providing solutions that meet those needs. A salesperson who listens, understands, and solves problems fits best with this approach. Hard-sell and razzle-dazzle techniques may turn off customers and damage relationships. The type of compensation plan (bonus or commission) is less relevant to the approach a salesperson takes in building relationships with customers.

Question 11

A salesperson's ________ is often related to how well he or she meets a set quota.

Accepted Answer

Compensation refers to the money and incentives a salesperson earns, typically based on meeting or exceeding a set quota.

Question 12

The selling process consists of several steps that the salesperson must master, focusing on the goals of ________ and ________ from them.

Accepted Answer

The primary goals of the selling process are to acquire new customers and secure orders from them, which aligns with the options provided in choice C.

Question 13

The qualities buyers dislike most in salespeople include which of the following?

Accepted Answer

Buyers dislike salespeople who are pushy and deceitful, as they can come across as manipulative and untrustworthy. The other choices, such as being early, relying too much on technology, or being disorganized, may not necessarily be dealbreakers for buyers, although they may be viewed as unprofessional or irritating. Similarly, being opportunistic or unprepared may not sit well with buyers, but they do not carry the same negative connotations as being pushy and deceitful.

Question 14

Prospecting is the step in the selling process in which the salesperson ________.

Accepted Answer

Prospecting is the process of identifying potential customers who are likely to buy the product or service being sold. The goal of prospecting is to create a list of qualified leads that the salesperson can begin to work with. Option A is too specific, as the salesperson may have already met the customer before prospecting. Option B is a part of the research process that takes place before prospecting. Option D is a part of the sales presentation, not prospecting. Option E is a part of the sales process that takes place after the sales presentation.

Question 15

In which step of the sales process would a salesperson call on a customer to ensure proper installation and servicing of a product?

Accepted Answer

This step is typically part of the follow-up process, where the salesperson checks in with the customer after the sale has been made to ensure satisfaction and to offer any additional support or service that may be needed.

Question 16

A(n)________ is a way that salespeople write-up their completed sales activity.

Accepted Answer

A call report is a standardized format used by salespeople to document their sales activity, including details about customer interactions, sales made, and any follow-up required. It allows sales managers to monitor the performance of their sales team and make data-driven decisions about training or coaching needs.

Question 17

Salespeople should know how to recognize ________ signals from the buyer, which can include physical actions such as leaning forward and nodding or questions about prices and credit terms.

Accepted Answer

Closing signals are indicators from the buyer that they are ready to complete the purchase. These can be verbal or non-verbal cues, such as asking about prices and credit terms or showing positive body language like leaning forward and nodding.

Question 18

The step that follows approach in the selling process is ________.

Accepted Answer

After approaching a potential customer, the next step in the selling process is usually to present and demonstrate the product or service being offered to the customer. This step is necessary in order to provide the customer with a clear understanding of what is being sold and how it can benefit them.

Question 19

The selling process must be understood in the context of building and maintaining ________.

Accepted Answer

The selling process is not just about short-term sales, but rather about building and maintaining profitable customer relationships. This helps in creating a competitive advantage for the company, as well as increasing the overall value and profitability of the business. Therefore, option D is the best choice.

Question 20

A salesperson who researches a prospective customer's buying styles and product line is most likely in the ________ stage of the selling process.

Accepted Answer

The preapproach stage involves gathering information about the customer and their needs in order to tailor the approach and presentation to their specific buying styles and product interests. Therefore, a salesperson who is researching a prospective customer's buying styles and product line is most likely in the preapproach stage.

Quiz 14: Personal Selling and Sales Promotion