Exam 3 Review Derby

​________ is the key to building and maintaining a competitive​ advantage, with salespersons playing one of the most important roles. A. Pricing strategy B. Marketing strategy C. Proposal writing D. Differentiation E. Positioning

Differentiation

​________ are the four styles of communication in which everyone fits. A. ​Emotive, directive,​ reflective, and supportive B. ​Emoting, directing,​ reflective, and supportive C. ​Reflection, supporting,​ emotive, and directive D. ​Emotion, direction,​ reflective, and supportive E. ​Emoting, directing,​ reflecting, and supporting

Emotive, directive,​ reflective, and supportive

______________ emphasizes building strong relationships during every aspect of the sale and working hard to maintain a quality relationship with the customer after the sale. A. Selling B. Hiring C. ​High-quality customer service D. Partnering E. Delivering​ high-quality products or services

Partnering

​____________________ helps manage digital assets. A. Customer relationship management systems B. Project management software C. Product information management D. Product engineering software E. Product estimating software

Product information management

​________________ is ranked as the​ number-one characteristic of salespeople who are able to build a​ customer's trust. A. Product knowledge B. Charisma C. Selflessness D. Resourcefulness E. Respectfulness

Product knowledge

Partnerships can be strengthened when salespeople use​ value-added ________ strategies. A. marketing B. relationship C. pricing D. sales E. advertising and sales promotion

Relationship

​________ are linked to a specific need and can be very effective. A. Specific benefits B. General benefits C. Specific features D. Pricing requirements E. Competitive features

Specific benefits

The theory of behavioral or​ communication-style bias is based on a number of underlying principles but includes one critical​ one: _________. A. Communication style is not restricted to a way of thinking and behaving B. Individual differences do not really exist and are not important C. Individual style differences tend to be unstable D. There are an infinite number of communication styles E. To create the most productive​ relationships, it is necessary to get in sync with the communication style of the people you work with

To create the most productive​ relationships, it is necessary to get in sync with the communication style of the people you work with

​________ can influence your relationships and can reinforce or contradict the spoken word. A. Whether​ you're a sharp dresser B. Your nonverbal messages C. Your ability to speak well D. Your ability to present to clients E. The area of the country​ you're from

Your nonverbal messages

Positioning requires developing a sales and marketing strategy aimed at influencing how a particular market segment perceives​ ________. A. a product in comparison to the competition B. differences of a​ company's marketing strategy in comparison to the competition C. a​ company's management team in comparison to the competition D. certain manufacturing techniques in comparison to the competition E. differences of an advertising campaign in comparison to the competition

a product in comparison to the competition

The definition of​ value-added selling is​ ________. A. maximizing the sale so innovation can continue to occur B. delivering the most value to your company at the highest possible price C. a path to achieve optimum sales success and objectives D. a series of creative improvements in the sales process that enhance the customer experience E. bringing the greatest amount of value to your organization

a series of creative improvements in the sales process that enhance the customer experience

The first step in developing a relationship strategy is​ ________. A. adopting a​ win-win philosophy B. adopting a​ win-lose philosophy C. developing a social relationship as a first step in developing a business one D. developing a relationship with the key decision maker E. getting an appointment for a product presentation

adopting a​ win-win philosophy

Impressions others form about us are based on what they observe us saying and doing. The patterns of behavior that others observe us doing and saying can be called​ ________ style. A. selling B. personal C. leadership D. presentation E. communication

communication

Product information is available from a number of sources.​ However, the MOST important sources of product information include​ ________. A. the​ competitor's engineering​ staff, product​ literature, catalogs, Internet​ searches, and plant tours B. company​ websites, literature, and​ sales-training programs C. ​catalogs, Internet​ searches, prior employee​ impressions, plant​ tours, and customer relationship management systems D. unsubstantiated information from usually reliable​ sources, product​ literature, catalogs, the​ Internet, and CRM systems E. product​ literature, catalogs, Internet​ searches, secretly obtaining competitor​ product-engineering specifications, and customer relationship management systems

company​ websites, literature, and​ sales-training programs

As the product moves through its​ cycle, key strategies related to​ ________ must be evaluated and possibly changed. A. ​competition, promotion,​ pricing, and other factors B. distribution and​ after-the-sale service options C. quality control and production D. manufacturing E. sales presentations and proposals

competition, promotion,​ pricing, and other factors

A​ ________ can help a salesperson discover ways to position and differentiate a product over the competition. A. marketing plan B. competitive analysis worksheet C. positioning and differentiation plan D. sales strategy plan E. product development plan

competitive analysis worksheet

The starting point in identifying your preferred communication style is​ ________. A. completion of the dominance and sociability indicator forms B. completion of a personality assessment test C. the Keirsey Temperament Sorter assessment D. completion of the Myers Briggs type indicator assessment E. the Minnesota Multiphasic Personality Inventory assessment

completion of the dominance and sociability indicator forms

Understanding the cluster of​ product-selling satisfactions model enables the salesperson to successfully​ ________. A. create a marketing and sales strategy B. configure a product and pricing strategy that are appealing to the customer C. create a pricing strategy that is appealing to the customer D. ​custom-fit a product solution that positions and differentiates E. create a sales presentation and win the business

custom-fit a product solution that positions and differentiates

When a salesperson understands the 3D product solutions selling​ model, he or she is able to successfully​ ________. A. create a pricing strategy that is appealing to the customer B. create a sales presentation and win the business C. create a marketing and sales strategy D. ​custom-fit a product solution that positions and differentiates E. configure a product and pricing strategy that are appealing to the customer

custom-fit a product solution that positions and differentiates

Using​ _________ can be especially helpful when preparing to talk with someone with a specific communication style. A. project management software B. an Excel spreadsheet C. ​Cloud-based calendaring and reminder software D. customer relationship management​ (CRM) software E. social media sites such as LinkedIn or Facebook

customer relationship management​ (CRM) software

There are four styles of​ communication; one of them is Directive. Characteristics of a Directive person​ include: _________. A. does not appear to be​ listening, cannot seem to get to the​ point, serious, and likes to maintain control B. attentive​ listener, not​ controlling, does not immediately get to the​ point, and serious C. does not appear to be​ listening, gets to the​ point, serious, and likes to maintain control D. does not appear to be​ listening, might ramble or think out​ loud, serious, and does not maintain control E. attentive​ listener, controlling, does not immediately get to the​ point, and gregarious

does not appear to be​ listening, gets to the​ point, serious, and likes to maintain control

The two dimensions that assess major aspects of human behavior are​ ________. A. dominance and submission B. cooperative and competitive C. obstinate and accommodating D. approach and avoidance E. dominance and sociability

dominance and sociability

The​ communication-style model is based on two dimensions that assess two major aspects of human​ behavior: _________. A. cooperative and competitive B. approach and avoidance C. obstinate and accommodating D. dominance and sociability E. dominance and submission

dominance and sociability

There are several classic conversational strategies that help the salesperson​ ____________________. These​ are: express genuine​ interest, be a good​ listener, and encourage others to talk about themselves. A. attract new employees B. establish relationships C. sound like they are important D. make a presentation E. rub elbows with important people

establish relationships

Key strategies related to​ competition, promotion,​ pricing, and other factors must be​ _____________________________ as the​ product's life cycle unfolds. A. unevaluated and untouched B. evaluated and possibly changed C. evaluated and eliminated D. reorganized and traded E. evaluated and unchanged

evaluated and possibly changed

Two major nonverbal ways we communicate to a potential customer are eye contact and​ ________. A. our product knowledge B. our ability to dress well and our facial expression C. our ability to articulate a value proposition D. our ability to impress others E. facial expression

facial expression

Visualization and positive​ self-talk are parts of the​ ________. A. ​goal-setting process B. training program to prepare for sales presentations C. ​four-part self-improvement strategy program D. successful​ salesperson's tool kit E. keys to success in sales

four-part self-improvement strategy program

The four "possible" products of the​ Value-Added Product Selling Model include the A. generic​ product, the anticipated​ product, the​ low-priced product, and the potential product B. generic​ product, the expected​ product, the​ value-added product, and the potential product C. ​low-price product, the expected​ product, the​ value-added product, and the future innovative product D. ​private-label product, the anticipated​ product, the​ value-added product, and the potential product E. ​low-price product, the expected​ product, the​ value-plus product, and the potential product

generic​ product, the expected​ product, the​ value-added product, and the potential product

It is necessary to​ _____________________ in order to create the most productive relationships. A. remember that individual communication style differences are not important B. believe that individual style differences tend to be unstable C. recognize that communication style is not restricted to a way of thinking and behaving D. get in sync with the communication style of the people you work with E. maintain anonymity at all times

get in sync with the communication style of the people you work with

Knowledge of the competition makes the salesperson better able to​ ________. A. be more confident when he or she directly criticizes manufacturing processes B. criticize the competition during the sales presentation C. handle questions about competitors because he or she is more confident D. increase the size of the​ customer's order E. criticize the competitor during the sales presentation

handle questions about competitors because he or she is more confident

In​ ________, your knowledge of the​ product's features and your​ company's strengths must be presented in terms of the resulting benefits to the buyer. A. the product specifications B. preparing the written sales proposal C. the sales presentation and in preparing the written sales proposal D. the contract with the customer E. your sales presentation

he sales presentation and in preparing the written sales proposal

A salesperson possessing product knowledge that meets or exceeds customer expectations​ ________. A. increases sales effectiveness and willingness to pay B. becomes a sales expert C. closes more deals and achieves his or her sales quotas D. gets repeat business E. increases sales effectiveness but does not increase a​ customer's willingness to pay

increases sales effectiveness and willingness to pay

The key to relating to Directive customers is to​ _________. A. attempt to create a solid friendship B. keep the relationship as informal as possible C. keep the relationship as​ business-like as possible D. talk in general terms about objectives E. ask generalized questions and avoid note taking

keep the relationship as​ business-like as possible

Product development and quality improvement​ processes, performance data and​ specifications, maintenance and service​ contracts, and price and delivery describe importance product information categories that should be​ ________. A. provided in a research and development plan B. knowledge of a salesperson C. included in a sales strategy plan D. added in a marketing plan E. included in a strategic plan

knowledge of a salesperson

According to purchasing decision​ makers, ________ is the second​ "most destructive" habit that undermines the sales experience. A. lack of knowledge about international business principles B. inadequate sales and presentation training C. lack of knowledge about either products or competitors D. lack of familiarity with the purchasing decision​ maker's company E. lack of knowledge of pricing structures

lack of knowledge about either products or competitors

For a growing number of​ buyers, ________ is more important than​ short-term savings from low prices. A. the look and feel of the product B. ​long-term value C. buying local D. a warranty E. quick delivery

long-term value

Transactional selling tactics emphasizing​ ___________ are a basic strategy that is designed to meet competition. A. higher price B. selling techniques C. steady price D. greater volume E. low price

low price

Customized​ ________ agreements add value to the sale and help protect your business from the competition. A. contract B. product features C. delivery D. maintenance and service E. volume pricing

maintenance and service

As you develop your​ communication-style identification skills and become more adept at style​ flexing, you become better able to​ _________. A. meet customer product needs B. develop your presentation skills C. manage your time D. manage the proposal process E. manage the relationship process

manage the relationship process

Product positioning requires developing​ a(n)________ strategy aimed at influencing how a particular market segment perceives a product in comparison to the competition. A. branding B. advertising and sales promotion C. marketing and sales D. customer E. pricing

marketing and sales

The salesperson who​ ________ has learned how to sell products with a​ value-added strategy. A. meets the​ customer's minimum requirements B. visualizes exactly what the customer needs C. prices the product in the range the customer wants D. maximizes the​ customer's satisfaction by offering more than expected E. creates a​ custom-made product for the customer

maximizes the​ customer's satisfaction by offering more than expected

A salesperson whose product knowledge is complete and accurate is better able to​ ________. A. get repeat business B. increase the size of their average order C. meet and exceed customer expectations D. increase the​ customer's willingness to pay premium prices E. close more sales

meet and exceed customer expectations

Transactional selling tactics that emphasize low price is a basic strategy that focuses on​ ________. A. maximizing manufacturing and production for volume B. creating value through low price C. meeting competition D. large volume discounts E. moving large volumes of product

meeting competition

Salespeople should possess product knowledge that​ ________. A. meets or exceeds marketing and sales objectives. B. meets customer requirements C. meets or exceeds product development objectives D. meets or exceeds engineering specifications E. meets or exceeds customer expectations

meets or exceeds customer expectations

In consultative​ sales, the impact of relationships is quite important. A consultative sale emphasizes​ ________. A. need​ identification, which is built on trust and respect B. product distribution​ options, which are built on trust and respect C. financing and contracting​ options, which are built on trust and respect D. pricing​ options, which are built on trust and respect E. product​ requirements, which are built on trust and respect

need​ identification, which is built on trust and respect

The image others have of us is shaped to a great extent by​ ________. A. nonverbal communication B. our ability to articulate a value proposition C. where we are from D. our ability to present well E. our ability to speak well

nonverbal communication

Success in​ today's dynamic global economy requires the continuous​ ________ of products. A. pricing and repricing B. advertising and sales promotion C. positioning and repositioning D. product development and product enhancements E. branding and rebranding

positioning and repositioning

Throughout the​ _________, you should learn as much as possible about the customer and try to determine his or her style. A. need identification process B. preapproach C. contracting stage D. sales presentation E. ​post-sales process

preapproach

Everyone displays characteristics of the four communication​ styles; however, one of the four styles is usually​ ________. A. predominant but not always readily detectable B. is usually subordinate but detectable C. predominant and readily detectable D. is usually undetectable E. not predominant and not readily detectable

predominant and readily detectable

The best way to identify your​ customer's __________________ is the dominance and sociability indicator forms. A. level of education B. family C. household income D. ​self-worth E. preferred communication style

preferred communication style

​Low-involvement buyers care mostly about​ ________. A. quality B. innovation C. service D. price E. warranties and​ after-the-sale service

price

Successful sales presentations create value by translating​ ________. A. product features into benefits that will please the​ customer's senior-level management B. product features into their return on investment C. product features by focusing on engineering D. benefits into product features that meet customer needs E. product features into benefits that meet customer needs

product features into benefits that meet customer needs

A​ ________ plan emphasizes becoming a product​ expert, selling specific​ benefits, and configuring​ value-added solutions. A. marketing B. product strategy C. strategic D. product development strategy E. prospecting strategy

product strategy

"Cluster of satisfactions" involves a​ customer's satisfaction with the​ ________. A. ​company, inside sales​ team, and service B. ​product, salesperson, and company C. ​product, pricing, and salesperson D. ​company's manufacturing,​ delivery, and​ after-the-sale service E. ​pricing, manufacturing, and delivery

product, salesperson, and company

An understanding of the​ ________ provides a foundation for developing relationship strategies. A. customer product requirements B. economic drivers in the marketplace C. psychology of human behavior D. ​customer's needs E. price points and the​ customer's budget

psychology of human behavior

Proper use of the rules of etiquette can enhance the selling relationship. An example of proper etiquette in sales is​ _____. A. recognizing the importance of punctuality B. leaving detailed voice mail messages C. using the time over lunch to get business out of the way before the meal arrives D. calling your contact by first name E. sharing an​ off-color joke

recognizing the importance of punctuality

The​ ________ strategy is built on the​ win-win philosophy, empathy and ego​ drive, and character and integrity. A. ​after-the-sale service B. pricing C. marketing D. relationship E. product development

relationship

When you achieve a​ goal, or at least show progress toward a​ goal, you should​ _____. A. reward your progress. B. brag to your peers C. evaluate the steps you took to get there D. take credit for your achievements E. move to the next goal

reward your progress

Many​ ________ are lost because salespeople fail to communicate effectively with the prospect. A. supervisors B. employees C. sales D. products E. factories

sales

Style flexibility is​ a(n) _________. A. ​personal-style preference, but not critical to building partnering relationships B. characteristic that cannot be​ learned, but is crucial to building partnering relationships C. communication strategy that can be​ learned, but is not critical to building partnering relationships D. sales strategy that can be learned and is crucial to building partnering relationships E. inborn characteristic that is critical to building partnering relationships

sales strategy that can be learned and is crucial to building partnering relationships

A product strategy helps salespeople make the right decisions concerning the​ __________________ of products to meet identified customer needs. A. color and contrast B. selection and contrast C. selection and positioning D. color and positioning E. size and volume

selection and positioning

All​ self-improvement that a salesperson undertakes is​ ________. A. a way of increasing​ one's chances of being promoted B. a way to be assured of increased compensation C. required by most senior management teams D. ​self-initiated E. usually initiated by another person in the​ salesperson's organization

self-intiated

The process by which the salesperson uncovers and clarifies a​ customer's problem, works with the customer to create a vision of how things could be​ better, and then develops a plan for implementing that vision is called the​ ________. A. customer service solution B. selling solution C. research and development process D. product development process E. marketing solution

selling solution

A conversational strategy for breaking the ice and speeding up rapport building includes​ ________. A. small talk B. discussions about your business relationship C. an analysis of the global economy D. ​product-specific solutions E. your​ company's product offerings

small talk

Observations that provide the basis for​ ________ can break the ice and speed up building rapport. A. discussions about the specifics of the business relationship B. small talk C. discussions about your​ company's general product offerings D. specific product solutions E. analysis of the global economy

small talk

Personal selling is improved when salespersons have knowledge of their​ competitors' ________. A. manufacturing capabilities B. pricing structure C. product line D. management team E. strengths and weaknesses

strengths and weaknesses

he salesperson can adjust his or her style to meet the needs of others. This process is called​ ________. A. customer relationship management B. interpersonal communications C. adaptability D. style flexing E. communication adjustment techniques

style flexing

Today, ________ is an important symbol of​ respect, and in business settings it is the proper greeting. A. giving a hug B. addressing someone as​ "Mr.", Mrs.", or​ "Ms." C. the handshake D. addressing someone by his or her first name or nickname E. addressing someone by his or her formal name

the handshake

Salespeople must develop a​ value-adding program for​ ________. A. sales training B. their own​ self-improvement C. their customers D. ethics training E. themselves and their sales teams

their own self-improvement

Establishing and maintaining​ partnering-type customer relationship strategies focus on several key groups and are a vital aspect of selling. Those key groups are​ ________. A. the​ customer, the secondary decision​ makers, the purchasing​ agent, and your inside sales team B. the​ customer, the secondary decision​ makers, company support​ staff, and management personnel C. the​ customer, the purchasing agent or​ buyer, your​ company's management​ team, and your sales team D. secondary decision​ makers, the​ customer's vendors, the company support​ staff, and the​ customer's customers E. the​ customer, outside​ vendors, the​ company's management​ team, and your sales team

the​ customer, the secondary decision​ makers, company support​ staff, and management personnel

Setting the price can be a complex​ process, but the first step in establishing price is to determine​ ________. A. acceptable price points that are appealing to your target customers B. the cost of goods sold C. internal costs and expenses D. the​ firm's pricing objectives E. an overall pricing strategy

the​ firm's pricing objectives

There are​ ________ major​ product-positioning strategies available to salespersons. A. three B. five C. four D. seven E. two

three

When a salesperson configures a set of benefits and values to meet and exceed the​ customers' specific​ needs, this is called creating a​ ________. A. value proposition B. sales strategy C. marketing strategy D. benefit and values strategy E. differentiation strategy

value proposition

The​ ________ process raises​ customers' comprehension levels as they discover the merits of buying your product or service. A. sales presentation B. value creation C. value quantification D. contracting E. sales proposal

value quantification

A third dimension of human​ behavior, ________, is important in dealing with communication styles that are different from your own. A. subjectivity B. forthrightness C. criticism D. versatility E. objectivity

versatility