MKT 360 Chapter 4

A salesperson simply cannot sell well without the invaluable quality of​ ________ to get critical feedback from the client. A. empathy B. time management C. the ability to ask probing questions D. a positive mental attitude E. sympathy

A

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. using the time over lunch to get business out of the way before the meal arrives C. sharing an​ off-color joke D. calling your contact by first name E. leaving detailed voice mail messages

A

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

A

Partnering in a sales setting emphasizes​ ________. A. partnering in creating innovative products and services B. building strong and lasting customer relationships during every aspect of the sale and maintaining them after the sale C. partnering with​ senior-level management to assure financial goals are met D. creating strategic global alliances E. the partnership between inside sales and outside sales

B

The three keys to a partnership relationship are​ ________. A. building shared​ values, sharing organizational​ challenges, and closing the sale B. building shared​ values, sharing purpose and​ vision, and moving from selling to supporting Your answer is correct. C. building shared​ values, sharing your company​ vision, and closing the sale D. sharing your​ company's values, learning about their engineering​ issues, and closing the sale E. investigation of the​ problem, discussion about the​ problem, and agreement about the solution

B

Those who adopt the CARE model are likely to become​ ________. A. trusted and respected by the inside sales team B. ​trusted, respected, and invaluable partners to their customers C. sales managers and other​ high-level executives D. top producers in their company and trusted by senior management E. some of the top producers in their organizations

B

Three classic guidelines for building strong relationships include​ ________. A. dispensing with small​ talk, focusing on the​ buyer's reaction, and trying to close the sale B. expressing genuine​ interest, being a good​ listener, and encouraging others to talk about themselves C. focusing on small​ talk, finding something in​ common, and talking about your success in sales D. acting​ interested, listening to the​ prospect, and moving to the sales presentation E. engaging the prospect​ immediately, asking probing​ questions, and attempting to close the sale

B

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

C

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

C

Your voice is an important element in verbal communication. In order to be more effective it is suggested that you​ _____. A. speak quickly to get the entire message across B. use​ "teen speak" to seem current C. avoid a speech pattern that is dull and colorless D. use an accent to sound like a local E. use local colloquialisms

C

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 purchasing agent or​ buyer, your​ company's management​ team, and your sales team B. the​ customer, the secondary decision​ makers, the purchasing​ agent, and your inside sales team C. the​ customer, outside​ vendors, the​ company's management​ team, and your sales team D. the​ customer, the secondary decision​ makers, company support​ staff, and management personnel E. secondary decision​ makers, the​ customer's vendors, the company support​ staff, and the​ customer's customers

D

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

D

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

D

Self-concept is an important dimension of the relationship strategy. A few of the practical approaches to developing a positive​ self-concept are​ to________. A. get a college​ degree, attend sales training​ sessions, and develop a positive mental attitude B. attend sales training​ sessions, forget past mistakes or​ failures, and develop a positive mental attitude C. learn to think​ creatively, forget past mistakes or​ failures, and develop a positive mental attitude D. focus on the​ future, not on past mistakes or​ failures; become an expert in selected​ areas; and develop a positive mental attitude E. forget past​ mistakes, become an expert in many​ areas, and develop a positive mental attitude

D

You can enhance your relationship strategy by​ ________. A. giving special gifts for the buyer and staff B. offering the buyer special pricing not available to any other business C. taking the buyer out to extravagant dinners D. using social media such as​ Facebook, LinkedIn, and other similar sites E. sending the buyer on getaway golf or spa vacations

D

​________ are two​ non-verbal ways we communicate to a potential customer. A. Eye contact and expressions of empathy B. The way we namedrop and impress others C. Our ability to dress well and our facial expression D. Our facial expression and eye contact E. Our product knowledge and ability to communicate about it

D

Self-improvement strategies such as relationship building can be achieved by​ ________. A. setting goals and keeping track of your progress B. adopting and using negative​ self-talk C. avoiding the use of visualization and avoiding positive​ self-talk D. getting organized and staying organized E. setting​ goals, using​ visualization, using positive​ self-talk, and rewarding your progress

E

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

E

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

E

​A(n)________ makes the salesperson want and need to make the sale. It is another basic quality that is of critical importance in personal selling. A. supportive inside sales team B. ​commission-based salary C. great new​ cutting-edge product D. aggressive sales goal E. ego drive

E