MAR3400 Exam 1
A high "C" personality might be expected to make which of the following statements?
"Do we have the proper approvals for this?" (correct)
If a team of five people were working on a social outing for the company, which of the following personality types might tend to be the most enthusiastic contributor?
"I"
Last year, you worked 40 weeks on your sales duties. You made an average of 50 prospecting phone calls a week. From these calls, you scheduled an average of five appointments per week with new prospective customers and out of those appointments, you landed 20 new accounts which increased your revenue by $2,000,000. Your 5% commission on that increased revenue was $100,000. What is the value to you of each prospecting phone call?
$50 per phone call
In the scenario above, how many prospecting phone calls does it take to generate a new account?
100
According to the research on emotions, what percentage of people accurately assess their own emotions as they are occurring?
36%
According to the research on emotional intelligence, what percent of job performance success is attributable to emotional intelligence?
58%
Which of the following is the best example of a transactional selling process?
A T-shirt shop owner helping a tourist select a souvenir. (correct)
If you were a salesperson attempting to communicate for the first time with a prospective customer, which of the following options would provide the most effective communication?
A face-to-face meeting
Which is the highest risk type of learning in a sales context?
A live demonstration
You walk into a customer's office. They greet you with a hearty handshake and a big smile. They invite you to sit on the couch in their conversation area. Around their office, you notice pictures of the customer with various local celebrities and people of influence. The customer is talkative and animated. They ask you to share some information about yourself. Which of the following stories are they most likely to be interested in?
A recent vacation you took with some college friends
Crossed arms are usually:
A sign of confidence A sign of skepticism An indication of willingness Only one part of the picture (correct) An encouraging signal Only one part of the picture
The DISC personality assessment tool provides
A simple framework for use by salespeople
Tolerating silence does which of the following:
Allows the speaker to think. Allows the listener to interpret. Gives the speaker an opportunity to continue. All of the above. (correct) All of the above.
You walk into a customer's office. They greet you with a hearty handshake and a big smile. They invite you to sit on the couch in their conversation area. Around their office, you notice pictures of the customer with various local celebrities and people of influence. The customer is talkative and animated. They ask you to share some information about yourself.
An invitation to a networking event
In the HBR article on "The Power of Questions," salespeople are encouraged to:
Ask a lot of questions. Ask a few questions. Ask penetrating questions. Ask easy questions at first. (correct) Ask only business questions. Ask easy questions at first.
If a customer is glaring at you with a piercing stare, it is most likely a sign of:
Attempted intimidation
You are at a party and notice that there is a big group across the room listening intently to a local physician talking about vaccines. This is an example of
Authority
A good synonym for the concept of credibility and validity is
Believability
Which the following is a unique challenge for entrepreneurial sales roles?
Bureaucracy Needs analysis Establishing validity (correct) Working for a flat salary Boredom All of the above Establishing validity
A salesperson tells you that if you don't make a purchase today, the product will be soon sold and unavailable tomorrow. This is an example of
Coercive tactics
Buyer's emotion in the B2B buying process includes...
Comfort Confidence Desire to succeed Personal gain All of the above (correct)
When attempting to build rapport and gain the trust of a relatively new customer, it is best to demonstrate body language that is:
Confident
For our purposes, integrity can be defined as:
Consistency between words and actions Adherence to a set of principles A component of trust All of the above (correct)
Sales organizations must ______________ their sales processes to meet the evolving needs and behaviors of buyers.
Continually amend
Of the following, which development contributed the most to the evolution of the needs satisfaction selling model?
Customer access to basic product information
If your customer leans back in their chair and crosses their arms, you may be experiencing:
Disinterest
If you raise your arms above your chest with your hands upward, you are likely signaling:
Enthusiasm
In order to understand the skills needed to improve emotional intelligence, one must be acutely aware of all but one of the following. Which one?
Environment
Today's buyer ___________ the salesperson to know their market environment.
Expects
"Decision paralysis" is associated with a buyer's fast decision to make a purchase.
FALSE
"The Outcome-Centric Selling" focused on several key factors in the seller's relationship to the buyer.
FALSE
A salesperson only needs to have professional brochures and handouts in order to be most effective.
FALSE
A salesperson only needs to have well-rehearsed scripts and dialogues prepared in order to be most effective.
FALSE
A well-written and detailed product catalog will assure that all customers learn about a product's features and benefits
FALSE
All purchases share the same number of stages in the buying process.
FALSE
Goals are NOT an important part of the strategy and planning process for prospecting.
FALSE
If the speaker says something that the listener agrees with or approves of, the engaged listener should exhibit affirmative emotion and approval by raising their eyebrows and smiling favorably.
FALSE
If the speaker says something that the listener disagrees with or disapproves of, the engaged listener should demonstrate their disapproval by frowning or ceasing to smile.
FALSE
Intercompany trust is only a function of the size of the firm and its history
FALSE
It is important that the salesperson move quickly while getting to know the customer and begin the needs analysis process as soon as possible.
FALSE
It is not important for sales to identify the decision maker in a team buying process.
FALSE
It is not the responsibility of a salesperson to spend time telling the story of the selling firm.
FALSE
Once a decision is made to buy from a vendor, there is no justification required by the buyer because the evaluation is completed and finalized.
FALSE
The buyer's journey is shorter and less complicated today.
FALSE
The power in the buying process remains with the salesperson who retains the advantage.
FALSE
The salesperson's job is simply to collect factual information and not get bogged down in the emotions of the customer.
FALSE
The traditional prospecting process remains effective for the experienced salespeople.
FALSE
Today's buyer has __________ face-to-face meetings before buying.
Fewer
The best proof sources are
From independent sources
If you know yourself to be a high "I" personality, which of the following adaptions would you need to implement if you were encountering a high "D" personality?
Get to the point more quickly
The research completed by Ekman and later supported by Bradberry and Greaves identified all but one of the following as human emotions. Which of the following is not considered to be a human emotion?
Happiness Sadness Anger Integrity (correct) Shame Fear
Selling to a governmental agency or large institution can present which of the following unique challenges?
Increased bureaucracy Uncertain process Many layers of approval Longer sales cycle All of the above (correct) All of the above
Which of the following sales roles typically requires that the salesperson provide leadership to a team of product experts?
Industrial Sales Engineer
If you are greeted by a client with their arms crossed, attentive eye contact, and a pleasant smile, it is possible that she is:
Insecure Resistant Angry Interested (correct) Enthusiastic Interested
Which sales role provides the best opportunity for compensation to closely match sales effectiveness?
Insurance Agent
Which sales role requires the least amount of cold-calling?
Insurance Agent Consumer Goods Area Manager (correct) Industrial Salesperson Consumer Goods Area Manager
Which of the following sales skills is most unique to a relational selling process?
Investing time building deeper rapport with the customer
You are across the desk from your customer in their office. You notice that they are taking notes furiously and you are concerned that they are missing some of what you are saying. Your best action is which of the following:
Keep going Slow down a little Hand them a brochure that explains your points Ask them to stop taking notes All of the above A and C B and C (correct) C and D Slow down a little Hand them a brochure that explains your points
A salesperson shows up in your office to make their initial introduction. They are 15 minutes late, sloppily dressed and a little frazzled as they enter the room. Your initial negative reaction is a result of their lack of attention to which of the following
Liking
A salesperson that recognizes this behavior must appeal to the buyer's emotion that there is a threat of a lost opportunity for gain if no decision is made.
Loss aversion
During the 1970s and 1980s, Zig Ziglar taught a sales methodology that was later formalized into a process by Xerox Learning Systems. It is described as:
Needs satisfaction selling
Defining the ideal profile of a potential client is
Not possible in today's complex markets Critical to identifying qualified prospects Only possible after the first meeting Important to identify the best prospect Both B and D (correct)
If a salesperson detects skepticism in a customer, a good process for handling the skepticism would include
Offering proof
Credibility and validity are needed in all but which of the following areas:
Personality
A high "D" personality type can be expected to exhibit all but which of the following behaviors?
Planful and methodical (correct) Decisive Direct Competitiveness Results-orientation
If Apple introduced an innovative new personal health monitoring device, which type of validity would they most likely have to demonstrate to consumers?
Product
Which of the following is different from all the others?
Product-oriented selling
Of the following statements, which one is most correct?
Prospecting is good for my business and my career
The salesperson's prospecting process should include
Qualified leads A strategy Planning Research All of the above (correct)
A salesperson is more successful when meeting the prospect if they
Researched the prospect's business Prepared relevant content for discussion in advance Know the buyer's needs All of the above (correct)
Which of the following examples represents a selling context most oriented toward a more passive, customer service type of selling role:
Retail apparel sales
You are a real estate salesperson. A homeowner who is interested in selling their home requests that you visit their home to give them an estimate on the value of their home and outline a plan for marketing the home should they hire you as their real estate agent. You reply that your calendar is already full for much of the week but you might be able to rearrange some things and fit them in on Tuesday afternoon. You are using which of the following influencing behaviors?
Scarcity
If you were a salesperson attempting to communicate for the first time with a prospective customer, which of the following options would provide the most effective communication?
Sending a brief text message Sending a detailed e-mail Sending a letter Calling them on the phone Arranging a videoconference (correct) Arranging a videoconference
If you know yourself to be a high "D" personality, which of the following adaptions would you need to implement if you were encountering a high "S" personality?
Slow down and be more patient than normal
The influence and role of the digital age in the buying process includes _____________.
Social media The vendor's website A client's online reviews All of the above (correct)
You notice that many people are using a new product and there is a "buzz" about it everywhere you go. This is an example of
Social proof
Of the following choices, which one will have the least impact on correcting call reluctance?
Sorting my database of customers
The three interrelated parts of the prospecting process are
Strategy, planning, and research
You suspect that your client is much older than you based upon your initial phone call with them. You are concerned that when you visit their office next week, you might appear young and nervous and make a poor first impression. You decide to practice and rehearse your conversation in advance of the meeting. Which of the following will help you most?
Study your product features and benefits Learn to slow down your speaking pace Work on eliminating filler words from your speaking Polish up your handouts and visual aids All of the above (correct) All of the above
A salesperson should create a collection of various types of "proof" of product claims from a wide range of credible independent sources and be prepared to share it with customers
TRUE
Both B2B and B2C buyers are driven to a product or service for value.
TRUE
Buyer behavior is influenced by individual relationships.
TRUE
Contrary to earlier beliefs, emotions are an important element in B2B buyer behavior.
TRUE
Interpersonal trust consists of credibility, including integrity, and caring.
TRUE
Team buying will include multiple departments within a buyer's organization during the buying process.
TRUE
The "status quo bias" factor effect recognizes that the buying decision process is usually perceived to have a risk element questioning the decision to buy.
TRUE
The buyer's decision for a vendor is commonly driven by the need to resolve a problem.
TRUE
Buyer's behavior is influenced by...
The Internet The digital age Personal relationships All of the above (correct)
The buying process is influenced by _________.
The Internet The digital age Personal relationships All of the above (correct)
The evolution of the salesperson's role since the early 1990s has been driven primarily by:
The availability of information
Which of the following is the largest determinant of differences in selling context:
The complexity of the product
Prior to the 1970s, the primary selling methodology could be described as transactional selling. This was driven by:
The manufacturing economy
Ultimately, the best salespeople will likely become the leaders of sales teams. Why?
The sales process will become more complex The scope of the job will become broader The time horizon will lengthen All of the above (correct) All of the Above
The main reason we discuss "engaged" listening instead of "active" listening is:
The salesperson needs to resist the urge to talk prematurely or excessively.
The use of personality assessment is valuable for use by salespeople because
Understanding personality gives the salesperson an ability to adapt their communication style to that of the buyer
When might a memorized or script-oriented selling model be appropriate?
When managerial oversight is minimal
Who is credited with the widespread acceptance and use of the needs satisfaction model?
Xerox Learning Systems
In the scenario above, do you think making 50 prospecting phone calls every week is a good use of your time?
Yes
Assume you were going to visit a customer's office for the first time and were told that there would be four to five people in a conference room. In order to make a good impression on them in terms of them understanding your products, which of the following would you spend the most time preparing
Your speech Your handouts A product demonstration All of the above (correct) All of the above
A family acquaintance has offered to introduce you to the hiring manager at a local firm and asks you for a resume. You have already researched the job opportunity and have decided that it is an attractive position with lots of upside potential. You research the hiring manager on LinkedIn and notice that their chosen profile picture is of a stern-faced executive in a business suit. They have an impressive resume, listing specific numerical results in every assignment. You notice that their career is marked by almost annual promotions. You discover that their hobbies include tennis and scuba diving. In preparation for this opportunity, you decide to alter your resume slightly to emphasize certain points. Which of the following resume enhancements is likely to appeal to this hiring manager?
Your winning performance at the Conference Swimming Championship (correct)
