Professional Selling Chs. 1-3
The greatest number of salespeople are involved with this type of sales:
direct to consumer.
Salespeople have the following relationship with revenue in most business firms:
direct.
An average salesperson would earn approximately ____ per year in salary and commission compensation.
$45,000 to $60,000
Building long-term, mutually satisfying relationships with customers requires salespeople to be:
All of the above
Which of the following are considered unethical behavior?
All of the above
Which of the following is not one of the characteristics of sales careers?
All of the above are characteristics of sales careers
Salespeople who are used to selling door-to-door may have difficulty working as a business-to-business salesperson because:
All of the above are correct.
Which of the following are potential resources salespeople may use to increase their market and customer knowledge base?
All of the above are potential resources
Which of the following actions taken by salespeople may be considered unethical?
All of the above may be considered unethical
Which of the following training topics does not include information that will help salespeople earn trust?
All of the above will help salespeople learn how to earn trust.
Which of the following is not recognized as a trust builder?
All of these are recognized as trust builders
What does the acronym AMA stand for?
American Marketing Association
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.
It is important for salespeople to have a complete understanding of their companies' pricing policies because:
Both a and c are correct.
Which of the following is not a characteristic that distinguishes business markets from consumer markets?
Buyers make purchase decisions more often
The question "Are you being open and up-front with me?" is addressing which component of trust?
Candor
Salespeople often adapt their appearance and communication style to that of their customers. This helps them to build trust because their customers perceive them as being:
Compatible
The question "Do you know what you're talking about?" is addressing which component of trust?
Competence or expertise
Which of the following is the most common categorization of buyers:
Consumer and business
Which of the following is not one of the four basic approaches to personal selling that were identified three decades ago?
Contingency-selling
Suppose you are salesperson for a sales force automation consulting company. After working with a potential customer for several weeks you determine that a lower-cost and lower margin solution is best for your customer. Although a more expensive and higher margin system will work, by recommending the lower-cost solution you are demonstrating:
Customer orientation
The question "Will you recommend what is best for me?" is addressing which component of trust?
Customer orientation
Salespeople who place as much emphasis on their customer's interests as their own are perceived as being:
Customer oriented
Which of the following best describes derived demand?
Demand derived from the demand for another product
The question "Can I count on you to be here on time?" is addressing which component of trust?
Dependability
Salespeople who always do what they say they'll do earn trust because buyers perceive them as being:
Dependable
Which of the following best describes a key difference between traditional sales tactics and professional selling methods today?
Establishing trust is more important to professional selling methods.
Members of the business markets include:
Firms, institutions, and governments
Which one of the following is not a stage in the problem-solving approach to selling?
Follow up sale with additional product offerings.
Relative to consumer markets, business markets are more likely to exhibit:
Higher levels of demand fluctuation
Which of the following types of knowledge is probably least likely to contribute to a salesperson's expertise?
Historical knowledge
Which of the following statements related to the independence-of-action aspect of sales positions is true?
Independence of action is usually presented as an advantage of sales positions.
Which the following is not a step in the buying process?
Making a sales presentation
Purchase decisions tend to be more complex in business markets than consumer markets. Accordingly, in business markets you are more likely to find (relative to consumer markets):
More people influencing the buying decision
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.
Which of the following is most accurate regarding successful long-term buyer-seller relationships:
Mutual trust is crucial.
Which of the following are considered ethical behavior?
None of the above
____ are salespeople who actively seek orders, usually in a highly competitive environment.
Order-getters
The generation of new business for the selling firm is associated with which type of salespeople?
Order-getters and pioneers
Which of the following is not one of the ways in which a salesperson can create product liabilities for a company?
Over charging customers
Which of the following is not one of the most common areas of unethical behavior associated with salespeople?
Poor customer service
Which of the following is not recognized as a trust builder?
Power
In order for salespeople to fine tune a market offer to the specific needs of their customers, they must have a strong ____ knowledge base.
Product (including service and price)
Suppose you were just hired as a salesperson and are preparing for training. Which of the following is not one of the more common topics covered during initial sales training programs?
Recruiting
What does the acronym SMEI stand for?
Sales and Marketing Executives International
Which of the following statements is true?
Salespeople are usually the last group to be negatively affected by personnel cutbacks.
Why should salespeople cover all of their product's features and benefits with each of their customers?
Salespeople should avoid covering all their product's features and benefits.
Which of the following is not part of the sales process model outlined in the text?
Selling situation
Which of the five factors listed is not deemed to be particularly important for success in sales?
Social skills
Which of the five views of personal selling is considered to be the simplest?
Stimulus-response
Which of the following best describes trust in a buyer-seller context:
The buyer can rely on what the salesperson says or promises to do
In order for the buyer to be able to rely on what the salesperson says or promises to do, the buyer must:
Trust the salesperson
Which of the following best completes the sentence "It's difficult to ____ someone if I don't ____ them."?
Trust, like
In order to better understand their own product's position in the market place, salespeople need:
a high degree of competitor knowledge.
A canned sales presentation can be described as
a sales presentation that is very structured and generally based on a written script.
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.
In this selling position, the salesperson, sometimes referred to as a pioneer, is responsible for:
adding new customers or introducing new products to the marketplace.
According to respondents of a Learning International survey, buyers like to deal with all of the following salespeople EXCEPT those who:
are willing to grant preferential price discounts.
The mental-states, or formula approach, to personal selling assumes that buyers must be led through four mental states, which occur in this order:
attention, interest, desire, action.
A salesperson wishing to limit his or her exposure to legal problems should remember to:
avoid making disparaging comments about a competitor's product without specific evidence
While accountants and financial staff are concerned with profitability in ____ terms, salespeople are primarily concerned with profitability in ____ terms.
bottom-line, top-line
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.
In order for salespeople to be able to deliver complete comparative product information in sales presentations they must possess:
competitor knowledge
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.
When selling oxygen, nitrogen, and argon, Airgas sales team members focus on vendor reduction and process cost reduction for their customers in order to better provide solutions to customer problems. This is an example of:
consultative selling.
As a salesperson, you are expected to:
contribute to the success of the buyer's firm.
Possessing strong product, service, and customer knowledge bases helps salespeople do a better job of:
creating value-added solutions to the specific needs of their customers.
Need-satisfaction personal selling is based on the idea that:
customers purchase to satisfy a particular need or set of needs.
Andrew is a new sales rep for an industrial chemical supplier. Andrew makes it a point to never be late for an appointment and to always follow through immediately on promises he makes to his customers. These behaviors help Andrew build trust with his customers because they perceive him as:
dependable
One type of salesperson who supports the sales effort at crucial junctures in the channel of distribution is referred to as a(n):
detailer.
A combination-sales job might include all of the following responsibilities except:
development of new plant operating procedures.
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:
distributing larger quantities of goods with less motion.
Sales-support personnel have the following primary responsibility:
distribution of information and performance of other activities designed to stimulate sales.
The degree to which a person is able to achieve an approximation of inner drives is:
ego strength.
Which of the following is not a typical skill required for trust-based relationship selling?
financial planning
Predecessors of contemporary marketers included all of the following except
gypsies.
A classic article on personal selling published by the Harvard Business Review in 1947 called for salespeople to increase the effectiveness of their sales efforts by:
improving their professional demeanor.
The sales process is usually described as a series of ____ steps.
interrelated
The sales process begins with:
locating qualified prospective customers.
Two well-known categories of support salespeople are referred to as:
missionaries and technical support salespeople.
The problem-solving view of personal selling is an extension of:
needs-satisfaction selling.
When a salesperson receives immediate feedback, he or she is:
observing the results of his or he sales effort.
Technical support salespeople assist in all of the following except:
obtaining preliminary purchase orders.
A salesperson whose primary responsibility is to maintain relationships with existing customers is a(n):
order-taker.
According to the text, this type of salesperson's strengths tend to be reliability and competence in assuring customer convenience:
order-takers
The most important part of marketing communications in terms of money spent by most business firms is:
personal selling.
When practicing trust-based relationship selling, salespeople should do all of the following except:
practice stimulus-response selling.
The step in the sales process in which salespeople are required to locate a pool of potential customers and then screen out unqualified ones is referred to as:
prospecting.
Ethics refers to:
right and wrong conduct of individuals and institutions of which they are a part.
Inside sales refers to:
sales made by salespeople who remain in their employer's place of business.
All of the following are types of personal selling jobs except:
sales management.
The responsibilities of the sales missionary include all of the following except:
strengthen the relationship between the buyer and seller.
True salespeople, those who earned a living from selling, did not exist in any sizeable number until
the Industrial Revolution in England.
A salesperson's ego drive can be defined as:
the degree of determination a person has to achieve goals and overcome obstacles in striving for success.
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.
The most important part of the salesperson's job is:
the sales process.
All of the following statements accurately reflect factors that pertain to need-satisfaction selling except?
this method focuses on the salesperson and his/her understanding of the customer's needs.
Salespeople who are customer oriented, honest, dependable, competent, and likable are in a good position to establish
trust.
Technology is providing faster and more efficient ways for salespeople to communicate with their customers. With respect to communication with their customers, whenever possible, salespeople should:
use whatever communication method the customer prefers.
Which of the following types of communications technology sometimes backfires on sales organizations by actually frustrating their customers?
voice mail
