MKT3330: INTRO TO SALES - CH 1 QUESTIONS

True

"Does this salesperson help me achieve my strategic priorities?" can be a question customers ask themselves when assessing customer value.

The mental-states, or formula approach, to personal selling assumes that buyers must be led through four mental states, which occur in this order:

AIDA: ATTENTION, INTEREST, DESIRE, ACTION

True

As salespeople serve their customers, they simultaneously serve their employers and society.

The sales process begins with:

Locating qualified prospective customers

True

Salespeople are oftentimes referred to as the revenue producers of the firm.

True

3 stages of Trust based relationship selling are: Earn Trust, meet customer needs & (create/communicate & deliver: value)

False

A customer-oriented sales approach employs truthful, but manipulative, tactics to satisfy the long-term needs of both the customer and the selling firm.

False

A problem with the mental states approach to selling is that it forces salespeople to listen very carefully when using this approach.

A canned sales presentation can be described as

A sales presentation that is very structured and generally based on a written script.

Kevin is a salesperson who relies heavily on trust building. The stylus selling is known as? A. Personal selling B. Trust-Based relationship selling C. Customer value D. Sales dialogue

A. Personal selling

Jennifer follows the trust-based relationship selling strategy when dealing with her customers. She can expect to be ________________ her customers' decision-making processes.

Actively involved in

According to the text, when salespeople alter their sales messages and behaviors during a sales presentation or as they encounter different sales situations they are using:

Adaptive selling

Which of the following statements pertaining to the stimulus-response form of personal selling is true?

An example of the stimulus-response sales strategy would be the continued affirmation method.

The part of marketing that relies heavily on interpersonal communication and interaction between buyers and sellers is called _____________ A. Personal selling B. Trust-Based relationship selling C. Customer value D. Sales dialogue

B. Trust-Based relationship selling

Which of the following is most accurate with respect to post sale follow-up? a. Transaction-focused selling includes substantial follow-up. b. Transaction-focus selling includes little to no follow-up. c. Trust-based relationship selling involves substantial follow-up. d. Trust-based relationship selling it involves little to no follow-up. e. Both B and C are correct.

Both B & C are correct

True

Business consultant is one of the roles important to consultative selling.

False

Business partner is one of the roles and pour into consultative selling.

What are the following is most accurate with respect to buyers' expectations of salespeople?

Buyers expect sales people to contribute to the success of the buyer's firm

Salespeople have contributed to the economic growth of the United States in two basic ways:

By stimulating economic transactions and increasing the diffusion of innovation.

Susan's customers are always concerned about what they're receiving in exchange for what they're paying. In other words, they are concerned about _______________. A. Personal selling B. Trust-Based relationship selling C. Customer value D. Sales dialogue

C. Customer value

True

Careful listening is required when using the mental-states selling approach to determine which stage the buyer is in at a given point in time.

True

Common selling approaches for practicing trust-based relationship selling include need-satisfaction, problem-solving, and consultative.

A personal selling approach that involves helping customers reach their strategic goals by using the products, services and expertise of the sales organization is called

Consultative selling

False

Consultative selling is more or less the same thing as trust-based relationship selling.

False

Consumers who are likely to be early adopters of an innovation often rely on the salesperson as a secondary source of information.

Which of the following is NOT one of the four basic approaches to personal selling that were identified three decades ago?

Contigency-selling

As a salesperson, you are expected to:

Contribute to the success of the buyers firm

Need-satisfaction personal selling is based on the idea that:

Customers purchase to satisfy a particular need or set of needs

The series of conversations between buyers and Sellers that take place over time in an attempt to build relationships is referred to as _____________. A. Personal selling B. Trust-Based relationship selling C. Customer value D. Sales dialogue

D. Sales dialogue

One of the key roles that salespeople client in society is the distribution of knowledge about new technology. In other words, salespeople helped with the __________________________.

Diffusion of innovation

Salespeople have the following relationship with revenue in most business firms:

Direct

Which of the following is not a typical skill required for trust-based relationship selling?

Financial planning

Which one of the following is NOT a stage in the problem-solving approach to selling?

Follow up sale with additional product offerings

True

If you were a salesperson using the mental-states approach and your customer was in the action state, you would attempt to close the deal.

False

In consultative selling, salespeople fulfill three primary roles: strategic orchestrator, business consultant, and order-taker.

False

In stimulus-response selling, the salesperson listens for "cues" from the buyer and adjusts his presentation to match those "cues."

The sales process is usually described as a series of ____ steps.

Interrelated

Which of the roles salespeople play in consultative selling is most it depended upon the salesperson's business, industry, and customer knowledge?

Long term ally

David is always willing to support his customers even when an immediate sale is not expected. David is perceived by his customers as a _____________________ one of the roles David plays as a consultative salesperson.

Long-term ally

As the evolution of personal selling continues, which of the following is NOT a predicted sales force response to an expected change?

More sales dollars will be spent on advertising

The problem-solving view of personal selling is an extension of:

Needs-satisfaction selling

The most important part of marketing communications in terms of money spent by most business firms is:

Personal Selling

False

Personal selling and trust-based relationship selling are essentially the same thing.

False

Personal selling is moving from relationship-based methods to transaction-based methods.

False

Post-sale follow-up is an important part of transaction-focused selling.

When practicing trust-based relationship selling, salespeople should do all of the following except:

Practice stimulus-response selling

True

Professional buyers expect salespeople to coordinate all aspects of the product and service to provide a total package.

While accountants and financial staff are concerned with profitability in ____ terms, salespeople are primarily concerned with profitability in ____ terms.

Profit/loss, revenue

True

Salespeople are expected to be recognized as a key force in executing the appropriate strategies and tactics necessary for survival and growth.

False

Salespeople are rarely involved in market research because their time is better utilized in sales efforts.

True

Salespeople are revenue producers for the company.

True

Salespeople involved in trust-based relationship selling are often actively involved in the customer's decision-making process.

False

Salespeople rarely get promoted into management positions because their training makes them too valuable where they are.

False

Salespeople should only be concerned with sales revenue

The primary focus of transaction-focused selling is the ________________________.

Salesperson and the selling organization

Which of the following is not part of the sales process model outlined in the text?

Selling situation

During the early part of the twentieth century there was widespread interest in how to reduce the cost of sales. Many believed that this could be done by:

Selling through mass distribution of goods and services.

Which of the five views of personal selling is considered to be the simplest?

Stimulus response

False

Stimulus-response selling is most effective in situations involving important purchase decisions and when time is not critical.

_________________is the role the salesperson plays in consultative selling were he or she arranges the use of the sales organization's resources in an effort to satisfy the customer.

Strategic orchestrator

True

Strategic problem solving is a skill required by trust-based relationship selling but not by transaction-focused selling.

True

The ability to develop appropriate selling strategy is important to trust-based sales process.

True

The ability to understand buyers is one of the selling foundations in the trust-based sales process

According to the text, in considering the responsibility for revenue production, salespeople usually feel the brunt of the pressure along with:

The firm's management staff

True salespeople, those who earned a living from selling, did not exist in any sizeable number until

The industrial revolution in England

True

The new generation of salespeople will face demands from sophisticated buyers, economic uncertainties, and new technologies.

False

The primary focus of trust-based relationships selling is the salesperson and the selling firm.

The most important part of the salesperson's job is:

The sales process

True

The theoretical background for the stimulus-response approach to personal selling originated in early experiments with animal behavior.

False

The three phases of the sales process are developing, maintaining, and enhancing customer relationships.

All of the following statements accurately reflect factors that pertain to need-satisfaction selling EXCEPT?

This method focus on the salesperson and his/her product offerings

False

Transaction-focused selling and trust-based selling require similar skill sets.

Salespeople who are customer oriented, honest, dependable, competent, and likable are in a good position to establish

Trust

The desired outcomes in trust-based relationship selling include which of the following?

Trust and mutual benefits/profits

False

Ultimately, customer value is determined by the salesperson.

True

Ultimately, value is determined by the customer

False

Unfortunately, the needs-satisfaction approach tends to increase the defensiveness of some prospects because the salesperson rapidly moves to the persuasive part of the sales message.

False

When salespeople alter their sales messages and behaviors during a sales presentation or as they encounter different sales situations they are practicing manipulative selling.