Question 1

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.

Accepted Answer

Studies have shown that it is difficult to overcome a poor first impression. Therefore, Karen's understanding that the first contact between a salesperson and prospect is important is accurate.

Question 2

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.

Accepted Answer

Nonverbal messages that are conveyed through body language such as gestures, appearance, posture, etc. are called silent messages. This term emphasizes that these messages are communicated without speaking.

Question 3

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.

Accepted Answer

In the information age, it can be difficult to transform a personal relationship into a business relationship. Salespeople must establish trust and credibility with their customers in order to build a long-term business relationship. This involves understanding the customer's needs, providing value, and demonstrating a consistent level of professionalism. Cultural barriers, globalization, and competition may also present challenges, but transforming a personal relationship into a business relationship is a primary challenge faced by salespeople in the information age.

Question 4

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.

Accepted Answer

Self concept can either limit or expand one's capabilities and accomplishments. Therefore, it is important for Sam to have a positive self concept that empowers him to achieve his goals and dreams. None of the other choices are directly related to self concept's role in influencing the direction of one's life.

Question 5

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.

Accepted Answer

Amber's approach of achieving win-win situations ensures that both parties feel satisfied with the outcome of the negotiation. This leads to a positive and constructive relationship with the customers and helps in maintaining customer loyalty. Feeling a sense of victory or defeat could lead to resentment and may damage the relationship in the long run. Hence, the best choice is B.

Question 6

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.

Accepted Answer

One of the key points in building strong relationships is to be genuinely interested in the customer. This involves actively listening to their needs, speaking in terms of their interests, and showing a genuine desire to help them find solutions. While having products delivered on time, having materials such as price lists and brochures available, and completing pre-call planning are important, they do not necessarily contribute to building strong relationships in the same way that being genuinely interested in the customer does. Selling at the lowest possible price may even have the opposite effect, as it may devalue the product and lessen the customer's perception of its quality or value.

Question 7

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.

Accepted Answer

Tanya's understanding of the relationship building process is related to her self-concept, which refers to her beliefs about her own abilities, personality, and worth as a person. This self-concept can affect her feelings and behaviors in various situations, including in building relationships with others. A, B, D, and E are not relevant or accurate choices in this context.

Question 8

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.

Accepted Answer

The answer of One of the strategies for developing positive...

Question 9

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.

Accepted Answer

A sales rep's self concept serves as a filter through which all incoming information is edited and influences their actions. It shapes their beliefs and attitudes towards themselves, their abilities, and their job performance. This, in turn, affects how they interact with others and handle the stresses of a sales job. Being competitive and aggressive may be a part of a sales rep's self-concept, but it is not the only or most important aspect.

Question 10

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.

Accepted Answer

Emotional intelligence does not necessarily require very high intelligence as it encompasses primarily social and emotional skills.

Question 11

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.

Accepted Answer

B) Honesty, integrity, and moral fibre are qualities that typically define a strong character. These traits emphasize truthfulness, ethical principles, and a strong set of moral values, which are positive and universally respected characteristics. Judgmentalness, on the other hand, is generally viewed negatively and does not align with the positive attributes of a strong character.

Question 12

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.

Accepted Answer

The description of Sam's process indicates a focus on developing long-term relationships and solving customers' buying problems, which is characteristic of the partnering approach to selling. Marketing involves activities such as promotion and product development, while rapport building and selling are components of the overall selling process. Target marketing refers to identifying and targeting specific customer segments.

Question 13

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.

Accepted Answer

The characteristic listed as "they help others solve their problems" is the only trait listed that aligns with a win-win mentality. Choices A, C, and D do not necessarily reflect a collaborative approach or mutual benefit for both parties involved, and choice B may suggest a stubborn or inflexible mindset.

Question 14

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

Accepted Answer

Developing a positive self-concept is key to determining sales success as it influences confidence, motivation, and the ability to build relationships with clients.

Question 15

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.

Accepted Answer

Self-talk refers to the internal monologue that we have with ourselves. It can either be positive or negative. Positive self-talk can help us to override past negative mental programming by replacing it with conscious and positive new directions.

Question 16

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.

Accepted Answer

Karen's mental picture of herself succeeding in the sale is an example of visualization, which is the practice of creating a mental image or scenario of one's desired outcome. This often involves positive thinking and can help boost confidence and motivation.

Question 17

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.

Accepted Answer

The other choices all involve proactive, positive behaviors that aim to benefit both the salesperson and the customer. "Letting life happen to them" suggests a passive or reactive approach, which is not consistent with a win-win mindset.

Question 18

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

Accepted Answer

The answer of Sondra has watched her sales figures drop...

Question 19

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.

Accepted Answer

Tanya's high quality relationships typically result in repeat business, indicating that customers are satisfied with their experience and are likely to continue doing business with her. This ultimately leads to long-term success and growth.

Question 20

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.

Accepted Answer

The answer of Randy wants to develop strong relationships to...

Quiz 3: Creating Value With a Relationship Strategy

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

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

Selling in the information age involves relationship challenges such as:

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

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:

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:

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

One of the strategies for developing positive self concept is:

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:

Emotional intelligence refers to all of the following traits except:

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

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:

Characteristics of win-win people are:

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

Self-talk means:

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

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

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

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

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