mktg 420 practice midterm 2
Which of the following is a practical approach to improving your self-image?
Learn to develop a positive mental attitude.
Value-added selling can be defined as a series of creative improvements within the sales process that enhance the customer experience.
T
Which of the following is NOT a rule of etiquette appropriate for salespeople?
Do not express personal views on religion or politics until clients have first expressed their views.
A "strategy" can be best described as a collection of techniques, practices, or methods you use when you are face to face with a customer.
F
A salesperson should speak in a fixed tempo in order to establish credibility.
F
Consultative-style selling practices have become popular because they can be easily mastered.
F
In the strategic/consultative selling model, developing a relationship strategy includes the following prescriptions: adopt the marketing concept, project a professional image, and maintain high ethical standards.
F
Most image consultants agree that there is a single "dress for success" look that is appropriate for most sales positions.
F
Research indicates that when two people communicate, verbal messages convey much more impact than nonverbal messages.
F
The four major strategies that form the strategic consultative selling model are independent of one another.
F
Which of the following is NOT true of eye contact during a sales call?
If you look at papers in your briefcase, the customer will assume you are listening.
Which of the following is an accurate statement regarding the communication-style model?
It is composed of four distinct quadrants, each representing a major communication style.
Which of the following statements regarding communications-style bias is true?
It is often difficult to explain the symptoms that accompany communication-style
Which style flexing technique is most appropriate for a salesperson to use in the presence of an emotive customer?
Provide support for the customer's opinions and ideas.
_______ is shaped by the attitudes, feelings, and other thoughts you have about your-self that influences the way you relate to others.
Self-image
In terms of relationship building, which type of selling is often the most challenging?
Strategic alliance selling.
Consultative-style selling, which emerged in the late 1960s and early 1970s, is an extension of the marketing concept.
T
Ideally, the relationship strategy should be tailored to the type of customer you are working with.
T
If you want to identify the inner feelings of another person, watch facial expressions closely.
T
Nonverbal messages can reinforce or contradict the spoken word.
T
Self-image can set the limits of our selling accomplishments, defining what we can and cannot do.
T
The steps of self-improvement include goal setting, visualization, positive self-talk, and rewarding your progress.
T
To talk in terms of the other person's interests is one of Dale Carnegie's guidelines for building strong relationships.
T
Today's customer wants a quality relationship as well as a quality product.
T
Typical salespeople spend about 30 percent of their time in actual face-to-face selling situations.
T
Which of the following statements accurately describes value-added selling?
The value added by salespeople today is increasingly derived from intangibles.
The development of a personal selling philosophy involves all of the following EXCEPT:
a full appreciation of the tenets of the free enterprise system.
When a Reflective salesperson moves into the excess zone, he or she is apt to:
avoid making decisions.
Developing a relationship for selling involves all of the following prescriptions EXCEPT:
become a good negotiator.
All of the following are considered elements of nonverbal communication EXCEPT:
choice of words to communicate facts and figures
A customer who is low in dominance would most likely be _______.
cooperative
The ultimate goal of the "marketing concept" is:
customer satisfaction.
A customer who takes the social initiative in most cases and expresses emotions openly is displaying characteristics of the _______ style.
emotive
Communication-style bias is most likely to occur when salespeople _____.
have contact with another person whose communication style is different than their own
A customer who is high in dominance tends to _______.
like to control things
Research indicates that when two people communicate, nonverbal messages convey:
much more impact than verbal messages.
All of the following are elements of the marketing mix except:
personnel
The combination of low dominance and low sociability defines a communication style known as _______.
reflective
The four broad strategic areas of the Strategic/Consultative Selling Model are:
relationship strategy, product strategy, customer strategy and presentation strategy
The promotion element of a marketing program can be subdivided into the areas of:
sales promotion, public relations, personal selling, and advertising.
The evolution of strategic selling can be traced to:
several trends that resulted in a more complex selling environment.
A customer who combines low dominance and high sociability displays the _______ style.
supportive
All of the following are major principles supporting communication style theory EXCEPT:
the most successful business and social relationships are those between identical styles.
Research in the field of communication reveals that:
words play a surprisingly small role in the communication process.
