Test One Quizzes - Professional Selling

The amount of space that the majority of people are comfortable with in a personal setting is Select one: a. 2 to 4 feet b. 10 feet or farther c. 8 to 10 feet d. 4 to 6 feet

2 to 4 feet

In the Social Styles Model, human behavior is predictable because Select one: a. All of our actions are controlled by a unique combination of beliefs, ethics, abilities and intelligence. b. 50% of our actions are controlled by habit and the other 50% by attitudes. c. 90% of our actions are controlled by our habits and attitudes. d. 90% of our actions are controlled by our ethics and intelligence.

90% of our actions are controlled by our habits and attitudes.

Which of the following is not a good rule for listening? Select one: a. Ignoring minor speech imperfections (i.e., stuttering, etc.). b. Establishing eye contact c. All choices are good rules for listening d. Asking questions to clarify points.

All choices are good rules for listening

Those who tend to be people oriented are generally ________ while those who tend to be more task oriented are generally ________ . Select one: a. Amiables and expressives, analyticals and drivers b. Analyticals and drivers, amiables and expressives c. Expressives and analyticals, drivers and amiables d. Amiables and analyticals, drivers and expressives

Amiables and expressives, analyticals and drivers

As it pertains to our study of selling, an ethical standard is: Select one: a. The judicial codes of professional selling behavior. b. Part of the Uniform Commercial Code. c. An outgrowth of the customs and attitudes of a society. d. A set of principles that have evolved over time to protect the buyer.

An outgrowth of the customs and attitudes of a society.

A(n) ________ will say, "A good salesperson is one who is willing to give me the details about how his product will work, and give me time to make the right decision." Select one: a. Driver b. Expressive c. Analytic d. Amiable

Analytic

________ are slow to make decisions, rarely show emotion, and pay attention to details. Select one: a. Drivers b. Analytics c. Amiables d. Expressives

Analytics

________ represents the amount of control and forcefulness a person attempts to exercise over the thoughts and actions of other people and situations. Select one: a. Egotism b. Assertiveness c. Aggression d. Responsiveness

Assertiveness

Go-Giver principles work well in a good economic environment but must be restricted or curtailed in a down economic environment. Select one: True False

False

It is essential for good salespeople to talk well and spend most of their customer interactions doing so in order for buyers to clearly see why buying the product or service is the right decision. Select one: True False

False

Jenna is continually finding that her prospects fail to understand her message. She is experiencing a phenomena called technical erudition. Select one: True False

False

Most sales career paths eventually lead to sales management True False

False

People use social styles to deal with the world that are based on the four basic functions of personality: Sensing, intuition, feeling, and involuntary. Select one: True False

False

Reacting and responding are the same thing. Select one: True False

False

Resourcefulness is the ability to understand another person's concerns, opinions, and needs, whether sharing them or not True False

False

Salespeople may have to memorize a list of specific questions to evoke the critical responses needed to determine a prospect's mode of perception. Select one: True False

False

The acronym F-O-R-M stands for Family, Occupation, Relatedness, and Meaning. Select one: True False

False

The concept of behavioral styles was first developed by psychologist Abraham Maslow. Select one: True False

False

The listening activity of Reflecting is determining what you think is an accurate assessment of the situation, what you think the person has said and means, and what are the most important aspects. Select one: True False

False

The primary purpose of providing value is to create a sale. Select one: True False

False

The use of complicated jargon without providing clarification is called pedagogy. Select one: True False

False

There is an inherent conflict between altruism and self-interest. Select one: True False

False

To be a success in sales, you must love your product with a passion. Select one: True False

False

To maximize your compensation, the three steps to follow are 1) aspire to a worthy goal, 2) work hard, and 3) be a good person. Select one: True False

False

Total Quality Management has an employee emphasis, that is, an inside-out approach to business. Select one: True False

False

Two particularly important components of nonverbal communication discussed in the text are body language and the use of visual props. Select one: True False

False

When someone relates a personal story to you in conversation, the best way to forge a positive connection is to recount an experience of your own that is similar. Select one: True False

False

When sales managers set target goals for salespeople, which of the following factors should be a kept in mind? Select one: a. Sales goals should almost never be completely achievable. b. The age and experience of the sales force. c. Sales goals should reflect the overall need of the company. d. Sales goals should be motivating, but not impossible to achieve.

Sales goals should be motivating, but not impossible to achieve.

A company's code of ethics will have little effect unless Select one: a. The code is derived from a religious foundation b. Analysts can show that observing the code positively affects the company's bottom line. c. The code is reinforced by competitors' having similar codes. d. The company's higher executives endorse and enforce the code.

The company's higher executives endorse and enforce the code.

A company's code of ethics will have little effect unless Select one: a. The code is derived from a religious foundation b. The company's higher executives endorse and enforce the code. c. Analysts can show that observing the code positively affects the company's bottom line. d. The code is reinforced by competitors' having similar codes.

The company's higher executives endorse and enforce the code.

Proxemics refers to Select one: a. Another way to deliver the message to the prospect. b. The socially mandated distance between persons who are not friends or family. c. The distance individuals prefer to maintain between themselves and others. d. The technical language that salespeople use.

The distance individuals prefer to maintain between themselves and others.

Special regulations are in effect regarding door to door selling. One of these regulations is: Select one: a. Door to door selling cannot be done after dark. b. The requirement that door to door salespeople must wear a badge showing that they have a license to sell in this way. c. That any merchandise sold in this way must be delivered within three days. d. The requirement that door to door salespeople must wear a badge showing that they have a license to sell in this way.

The requirement that door to door salespeople must wear a badge showing that they have a license to sell in this way.

The last step in the sales cycle model, which builds a long-term relationship with the client and often leads to future sales, involves which of the following activities? Select one: a. Asking for referrals b. Asking for the sales commitment c. Tracking results of the sale and follow-up activities. d. Evaluating the clients importance to the company.

Tracking results of the sale and follow-up activities.

A feature is any fact about a product or service that is true whether or not the product or service is ever bought. Select one: True False

True

Burg and Mann claim that their sales approach and process is designed to create positive outcomes 100% of the time. Select one: True False

True

Emotional intelligence is closely associated with maturity. Select one: True False

True

Express warranties are statements and promises found in the advertising, sales literature, labeling, and in oral statements made by the salesperson. Select one: True False

True

If you go about creating value for others with the ulterior motive of receiving more value yourself, it tends to show through on some level and sabotage the outcome. Select one: True False

True

Impact depends on the amount of value you deliver and the number of people you deliver it to. Select one: True False

True

Inaction on the part of the salesperson in an ethics case can be grounds for legal action. Select one: True False

True

It is possible for an employee to be guilty of sexual harassment without ever touching someone else. Select one: True False

True

Listening is the key to finding ways to present benefits that enhance the possibility of a close. Select one: True False

True

Money is a measure of impact. Select one: True False

True

Of all the communications elements, words have the least impact. Select one: True False

True

One of the reasons to choose a sales career is the wide variety of sales jobs available True False

True

Regardless of the product you are selling, you have an opportunity to touch and better people's lives. Select one: True Fals

True

Relationship selling is not a new idea. Select one: True False

True

Salespeople can move closer in proximity to existing clients than to new prospects. Select one: True False

True

Shifting your focus from getting to giving is not only a nice way to live life and conduct business, but a very profitable way as well. Select one: True False

True

Silence is a powerful sales tool by helping a prospect to elaborate. Select one: True False

True

Team selling fosters relationships by encouraging a sharing of ideas, resources, capabilities, and responsibilities. Select one: True False

True

The definition of personal selling includes persuading prospects to make a decision to use your product or service True False

True

The demand for salespeople has been among the first to recover since the 2008-2009 recession True False

True

The likelihood that unacceptable selling practices will occur has more to do with how executives themselves behave. Select one: True False

True

The listening activity of Providing non-evaluative feedback is about restating the message you heard in your own words. Select one: True False

True

The most common mistake salespeople make is not understanding how prospects think and make decisions. Select one: True False

True

The second step in the sales cycle model is identifying needs. Select one: True False

True

The steps of the sales cycle model are presented in a logical sequence, but are not necessarily in chronological order. Select one: True False

True

The trade seller's primary responsibility is to increase business from both present and potential customer through merchandising and promotional assistance. True False

True

The traditional salesperson spends most of his or her time in the presentation and closing steps of the sales cycle. Select one: True False

True

The word "appreciate" comes from the Latin word "appretiare:, which means, "to set a price to", and which has also come to mean "an expression of one's estimate of something, usually favorably". Select one: True False

True

To break though the unethical stigma associated with salespeople, they must pass the "credibility" test with prospects. Select one: True False

True

What most people call "win-win" is just a disguised way of keeping score which is in opposition to the idea of living with generosity. Select one: True False

True

When you try to convince your parents to let you borrow the family car, you are engaged in a selling activity True False

True

Which of the following guidelines should not be considered when faced with an ethical conflict? Select one: a. Is it fair to everyone concerned? b. What will my co-workers think of me? c. Would I want someone else to treat me this way? d. Is it legal?

What will my co-workers think of me?

The ultimate goal of the relationship salesperson throughout the selling process is: Select one: a. obtaining referrals b. customer satisfaction c. educating prospects d. needs identification

customer satisfaction

The driver social style is Select one: a. Moralistic, yet orderly. b. Dominating yet efficient c. Reserved and respectful d. Critical and industrious

dominating yet efficient

The process of organizing a message and putting it into form for transmission to the prospect is called Select one: a. decoding b. interpretation c. formulation d. encoding

encoding

Most people are locked into one single personality or social style. Select one: True False

false

Responsiveness represents the efforts a person makes to influence or control the thoughts and actions of others. Select one: True False

false

The primary focus of Neurolinguistic Programming is to pinpoint styles by hand, arm and body gestures. Select one: True False

false

There are no longer any gender differences that affect communication between men and women. Select one: True False

false

Using shortcuts and manipulation to make a sale is likely to be done by salesperson practicing: Select one: a. gamesmanship b. groupthink c. good marketing d. entrepreneurship

gamesmanship

People are drawn to you (or not) primarily because of Select one: a. how you present yourself b. how you make them feel c. your product d. how much expertise you have e. your price

how you make them feel

The first stage in the sales cycle involves: Select one: a. handling objections b. identifying qualified prospects c. the presentation d. needs identification and discovery

identifying qualified prospects

A Teleological Ethical System defines right and wrong Select one: a. in terms of end results b. Emphasizes following preset rules of the company. c. In terms of the actions taken in a given circumstance. d. In terms of the individual.

in terms of end result

What makes a great salesperson great at sales is that he or she Select one: a. is wholeheartedly interested in the other person b. has mastered the many standard sales techniques that all greats use c. has set well-defined goals and meticulous plans to achieve them d. receives a high level of compensation for creating sales e. is experienced and an expert in the industry

is wholeheartedly interested in the other person

The ____ salesperson's primary task is one of educating those who ultimately decide what product the consumer will use a. Missionary b. Trade c. order taker d. new business

missionary

The job of the "detail salesperson" for a pharmaceutical company is to visit physicians and provide information about their prescription drugs. This sales job is referred to as: a. missionary selling b. sales support c. technical selling d. inside selling

missionary selling

When there is confusion over the way a salesperson acted and what the salesperson said, the buyer usually relies on ________ to understand the salesperson. Select one: a. nonverbal messages b. follow up questioning c. past experience d. social customs

nonverbal messages

The phrase "psychological reciprocity" Select one: a. refers to the idea of adapting oneself to the client's social style by an intelligent application of communication theory. b. is a term that gives to each salesperson the social style they are most comfortable with. c. according to the textbook, is a dangerous technique that may leave the salesperson "whittled away." d. is term used by Freud that deals with the give-and-take of power in an interpersonal relationship.

refers to the idea of adapting oneself to the client's social style by an intelligent application of communication theory.

________ is the willingness with which a person outwardly shows emotions or feelings and develops relationships. Select one: a. aggressiveness b. assertiveness c. gotism d. responsiveness

responsiveness

To communicate effectively, a salesperson must learn to recognize these important dimensions of the prospect's self-image Select one: a. social, moral, physical b. individual, social, societal c. religious, political, personal d. psychological, physical, emotional

social, moral, physical

A behavior style that is used in moderation is seen as Select one: a. a strength b. typical for most people c. a weakness d. an over-extension

strength

What we consider important personally is often related to the dimension of responsiveness. Another term for this would be Select one: a. dimension b. style c. agreement d. priority

style

The one word that most accurately indicates the amiable's "specialty" is Select one: a. socializing b. dictating c. supporting d. controlling

supporting

The critical importance of salespeople is recognized by a. the number of salespeople promoted into sales management b. the amount of time and money invested in training them c. the declining average age of professional salespeople d. the structure of methods used to motivate them

the amount of time and money invested in training them

Major responsibility for ethical behavior in dealing with others must be assumed by Select one: a. the legal system b. the individual salesperson c. the salepserson d. society

the individual salesperson

Major responsibility for ethical behavior in dealing with others must be assumed by Select one: a. the salepserson b. the individual salesperson c. the legal system d. society

the individual salesperson

A customer is not a ________, a customer is a ________. Select one: a. transaction, referral source b. friend, target c. friend, prospect d. transaction, relationship

transaction, relationship

Non-assertive persons are generally inquisitive and cooperative. Select one: True False

true

The dominant characteristic of expressive personalities is that they are socializing. Select one: True False

true

Messages are conveyed through both verbal and nonverbal elements. Through which of the following elements is the majority of a person's feelings and emotions expressed? Select one: a. pace of speaking b. specific words chosen c. pitch of voice d. visual communication

visual communication

People who report a company's ethical misbehavior to government authorities or the general public are known as Select one: a. whistleblowers b. traitors c. consumerists d. watchdogs

whistleblowers

Creating excellence requires expensive measures and actions. Select one: True False

False

Empathy and sympathy mean basically the same thing True False

False

Gamesmanship refers to the pressure on salespeople to be a team player no matter what. Select one: True False

False

Gift giving as a bribe is sometimes unethical, but is not illegal. Select one: True False

False

Decoding is the process in which Select one: a. A signal is given that indicates a concept is soon to be pitched to the buyer. b. A salesperson's message is translated by a buyer into something that meets the buyer's needs. c. Both parties agree that they understand the message

A salesperson's message is translated by a buyer into something that meets the buyer's needs.

Which of the following is NOT one of the 5 dimensions for creating value discussed? Select one: a. Attention b. Empathy c. Excellence d. Appreciation e. Concentration

Concentration

A door to door salesperson must provide information on the contract and give the buyer at least three days to think over his decision. This is a result of the Select one: a. Cooling Off law b. Blue River Ordinance c. Robinson Patman Act d. Uniform Commercial Code.

Cooling Off law

Companies that make the most effective use of communications technology never forget that their primary goal is to communicate with people. Select one: True False

False

____ is the ability to understand another person's concerns, opinions, and needs, whether sharing them or not a. sympathy b. empathy c. insightfulness d. compassion

Empathy

_____________ means putting yourself in the other person's shoes (position). Select one: a. Attention b. Focus c. Empathy d. Projection e. Sympathy

Empathy

Of the four social styles discussed in the text, the two most responsive are Select one: a. Driver and Analytic b. Expressive and Drive c. Analytics and Amiable d. Expressive and Amiable

Expressive and Amiable

According to psychologists, listening uses about 75 percent of the brain, and the remaining 25 percent is thinking about what to say next. Select one: True False

False

As a relationship salesperson, your most productive time is spent researching competitors True False

False

The goal in the final stage of the sales cycle is to: Select one: a. Increase customer satisfaction by providing exceptional service. b. Ask for a formal commitment from the prospect. c. Convert features into benefits. d. Handle objections in a positive manner.

Increase customer satisfaction by providing exceptional service.

Which of the following is not a part of the definition of professional, relationship selling? a. Demonstrating how your product satisfies a prospect's need b. Seeking out people who have a particular need to satisfy c. Persuading prospects to decide in favor of your product regardless of actual need d. Helping people recognize and define the existence of needs they have that could be met by buying your product

Persuading prospects to decide in favor of your product regardless of actual need

During which step of the sales cycle does the salesperson usually demonstrate the product or let the client handle the product? Select one: a. Customer service and follow up b. Needs identification c. Presentation d. Closing/gaining commitment

Presentation

The process of searching for someone with a need for the product or service, the ability to pay for it, and the authority to make a buying decision is called: Select one: a. Networking b. Farming c. Bird dogging d. Prospecting

Prospecting

The ________ prohibits two or more competitors from making agreements among themselves concerning price, conditions of sale or allocations of markets and customers. Select one: a. Robinson Patman Act b. Sherman Antitrust Act c. Uniform Commercial Code d. Clayton Act

Sherman Antitrust Act

According to the textbook, the concept that "honest salespeople finish last" is Select one: a. Unproven. b. Simply not true. c. Logical to assume in some instances. d. Ridiculous but usually occurs.

Simply not true

________ is a cooperative action by two or more professionals directed to selling a product. Select one: a. Group engineering b. Team selling c. Collaborating d. Relationship selling

Team selling

Which of the following is NOT one of the 5 Laws of Stratospheric Success? Select one: a. The Law of Receptivity b. The Law of Value c. The Law of Compensation d. The Law of Equal Exchange e. The Law of Authenticity

The Law of Equal Exchange

The trend in professional selling today is Select one: a. To focus on product presentations. b. Toward a problem-solving style of selling. c. Away from personal contact with consumers and toward direct mail and telemarketing. d. To cut selling time to the shortest possible limit.

Toward a problem-solving style of selling.

Listening is one of the most neglected skills of education and in a lot of sales training programs. Effective listening is an interactive process which requires all but which of the following? Select one: a. Using prejudgments to bring clarity to the conversation b. Being patient and slow your rate of talking down. c. Focusing on understanding rather than responding d. Reinforcing what the prospect has said.

Using prejudgments to bring clarity to the conversation

Providing high quality service after a sale is the responsibility of Select one: a. the salesperson b. executive management c. marketing personnel d. all of the above

all of the above

Which of the following are key components of Total Quality Management? Select one: a. Team based management b. Participative leadership c. Horizontal flow of communication and cooperation. d. all of the above

all of the above

According to the Civil Rights Act of 1964, sexual harassment includes Select one: a. Teasing or offensive comments that create a hostile working environment. b. Unwelcome or offensive sexual behavior between persons of the same sex. c. Unwelcome sexual advances, requests for sexual favors, or unwelcome behavior of a sexual nature. d. all of the choices reflect sexual harassment

all of the choices reflect sexual harassment

This behavioral style likes to ask and be a part of the team, is low in assertiveness but very high in responsiveness. Select one: a. Expressive b. Amiable c. Analytic d. Driver

amiable

The encoding and decoding of messages Select one: a. operate in exactly the same way b. none of the answer choices are accurate responses c. are dependent on verbal messages alone d. are achieved through the use of symbols.

are achieved through the use of symbols.

A study of both successful and unsuccessful salespeople showed that the mannerisms of successful salespeople tend to: Select one: a. be calm and unhurried b. be unexpected by the prospect c. Include standing up and walking around during the presentation. d. be a master of leading the conversation

be calm and unhurried

A salesperson's work involves mostly writing up and processing orders by customers. The sales job is primarily: a. Order taking b. clerical c. order getting d. sales support

order taking

Another name for "groupthink" is Select one: a. collective influence b. gamesmanship c. peer pressure d. herd mentality

peer pressure

Words that confirm what NLP concludes from analyzing eye movements and body language are called Select one: a. predicate words b. buzz words c. kinesthetic words d. misleading

predicate words