Personal Selling Flash Cards

Which of the following technologies is a valuable tool for accumulating and updating prospect information on a regular basis?

A customer relationship management system

Which of the following statements is true of pioneers?

All pioneers are order-getters but all order-getters are not pioneers.

Which of the following steps in the selling process corresponds to the step of performance feedback and evaluation in the business buyer's buying process?

Assessing value and relationship performance

_____ are not suited for discovering and exploring customer needs.

Closed-end questions

The overall evaluation scores of a laptop based on its processor, portability, screen size, touch, and computer memory are 75, 62, 63, 55, and 89, respectively. The importance of which of the following attributes is most likely to be emphasized by a salesperson when selling the laptop?

Computer memory

_____ is the process of helping customers reach their strategic goals by using the products, services, and expertise of a sales organization.

Consultative selling

In the context of the attributes required for a successful sales career, which of the following attributes include bringing others together and reconciling differences?

Coordination and problem solving

Which of the following is the first step in the problem-solving approach to selling?

Defining a customer's problem

Which of the following is one of the six primary facets of effective listening?

Encouraging the buyer to talk

Allied Co., a technology firm, requires new data servers. Based on the specifications provided by its engineers, Allied Co. has acquired tenders from several different companies for 70 new data servers. Which of the following is the immediate next step that Allied Co. should take?

Evaluating the proposals received from server providers

_____ refers to the ability, knowledge, and resources to meet customer expectations.

Expertise

A sales suspect is an individual who is unlikely to buy a salesperson's products.

False

An individual buying office supplies for an organization is operating in the consumer market.

False

Company records are usually a poor source of prospects.

False

Conformance to specifications is an example of a psychological attribute.

False

For a lead to be considered a sales prospect, the lead is not required to have a need for the salesperson's product.

False

In the context of the business market, the increased interdependence between buyers and sellers and the desire to reduce risk of the unknown has led to an emphasis on developing short-term buyer-seller relationships.

False

In the problem-solving approach to selling, competitors' offerings are never included as alternatives in a customer's purchase decision.

False

In working with an expressive customer, salespeople should remember that their priority "must have" is to be liked and their fundamental "want" is for results.

False

Probing questions help a salesperson shift or redirect the topic of discussion.

False

Relationship selling focuses on an organization's short-term marketing strategy.

False

Relevant to a modified rebuy purchasing decision, there is no in- or out-supplier.

False

Salespeople are exposed to fewer ethical pressures than individuals in most other occupations.

False

Sasha is nominated by her professor to attend a seminar on civil engineering and its merits. During the seminar, Sasha listens only for facts, takes intensive and detailed notes, and gets distracted very easily. This shows that Sasha is a strong listener.

False

The main purpose of sales communication is to seek an agreement among participants.

False

The multiattribute model for evaluating solution alternatives is rarely used by business organizations because it involves complex math.

False

The types of questions classified by the amount and specificity of information desired and those classified by strategic purpose are mutually exclusive.

False

Identify a true statement about the evolution of personal selling.

Future salespeople will respond to a more complex, dynamic environment.

Which of the following statements is true of the SIER model of listening?

It depicts active listening as a hierarchical, four-step sequence of sensing, interpreting, evaluating, and responding.

Which of the following is true of cold canvassing?

It occurs when salespeople contact sales leads unannounced.

Who among the following would most likely be a sales lead for a company that manufactures toys?

Kristen, who works for an orphanage

When making a sales call, which of the following body postures is most appropriate for a salesperson?

Leaning forward or sitting on the edge of a chair

Which of the following would be considered an illegal activity in the sales profession?

Misusing company assets

_____ refers to false claim(s) made by a salesperson about the product or service he or she is trying to sell.

Negligence

_____ are defined as groups of related nonverbal expressions, gestures, and movements that can be interpreted to better understand the true message being communicated.

Nonverbal clusters

Which of the following is a difference between open-end questions and closed-end questions?

Open-end questions are best used for discovery and exploration, whereas closed-end questions are best used for clarification and confirmation.

Who among the following are called hunters?

Order-getters

Which of the following is a difference between pioneers and order-getters?

Order-getters serve existing customers on an ongoing basis, whereas pioneers move on to new customers as soon as possible.

Which of the following forms of marketing involves talking with buyers before, during, and after the sale?

Personal selling

_____ refers to a salesperson's behavior that can be foretold on the basis of observation or experience by a buyer.

Predictability

Which of the following is the first step in the need satisfaction approach to selling?

Presenting offers to satisfy buyer needs

_____ is an extension of need satisfaction selling.

Problem-solving selling

_____ refers to information salespeople must have if larger companies break their customers into distinct segments

Product knowledge

In sales prospecting, which of the following is most likely to lead to ethical problems?

Referrals

Which of the following can be done by a listener to provide strong signals of interest and understanding to the sender of the message?

Restating and paraphrasing the sender's message

_____ is a customer-oriented approach that uses truthful, nonmanipulative tactics to satisfy the long-term needs of both the customer and the selling firm.

Sales professionalism

Which of the following is an example of the violation of confidentiality in a buyer-seller relationship?

Salespeople going around and telling one client what their other client is doing

Which of the following statements is true of sales as a career?

Salespeople receive constant, immediate feedback on their job performance.

Which of the following is an impact of information technology on the buying process?

Shipping times have reduced.

Which of the following approaches to personal selling is the simplest?

Stimulus response selling

Which of the following helps marketing and sales personnel to be good candidates for upper management positions?

Their ability to meet customer needs

Jane, a salesperson, has recently joined a company and is looking for information about prospective buyers. Which of the following is basic information that Jane would need to obtain about the prospective buyers before meeting them?

Their hobbies and interests

Megan is a salesperson for a company that manufactures chemicals. While reviewing her new leads, Megan learns that two of them just signed contracts with one of her company's major competitors. Which of the following is most likely the reason why Megan will not consider these two leads as sales prospects?

They do not have a need for the products or services her company is offering.

Which of the following statements is true of pictures?

They enhance understanding and are easy to recall.

Which of the following is true of discovery questions?

They focus at a micro level and probe for further details needed to fully clarify and understand a buyer's problems.

In the context of a verbal message, which of the following is true of concrete expressions?

They provide the receiver of the message with greater information than abstract expressions.

A customer-oriented salesperson covers both the pros and cons of a recommended product when making a sale to a customer.

True

According to the SIER model, the first activities in active listening are sensing and receiving the verbal and nonverbal components of the message being sent.

True

Accountants, bankers, attorneys, teachers, business owners, politicians, and government workers are often good centers of influence.

True

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

True

Good salespeople must adjust their selling strategy depending on their competition.

True

In a fluctuating economy, salespeople make invaluable contributions by assisting in recovery cycles and by helping to sustain periods of relative prosperity.

True

In the absence of proper grammar in a verbal sales message, the receiver of the message begins to focus on the sender rather than the message.

True

Nearly all the current growth in business-to-business e-commerce has been in Internet-based transactions.

True

Order-takers are not too involved in creative selling.

True

Salespeople combine different types of questions to accomplish multiple and closely related sales objectives.

True

The overall evaluation scores of a car battery for its technology, group size, reserve capacity, applications, and cold cranking amps are 81, 83, 85, 72, and 63, respectively. In a sales presentation, a salesperson should emphasize the reserve capacity of the car battery.

True

Today's contemporary selling process is embedded within the relationship marketing paradigm.

True

Typically, a very small percentage of cold calls produce, or lead to future sales dialogue with qualified prospects.

True

Using referrals or introductions can improve the success of cold calling.

True

Identify a true statement about trust.

Trust can mean different things to different people.

Which of the following is a difference between situational needs and social needs?

Unlike social needs, situational needs are a result of conditions related to a specific environment, time, and place.

Which of the following questions must a salesperson be able to answer in order to demonstrate that he or she has product knowledge?

What materials are used when making the goods?

During a sales presentation on his company's new range of laptops and their specifications, Daniel was interrupted by a few members of the audience who informed him that they were unable understand the marketing and technical jargons used in the presentation. Daniel altered his message accordingly and adjusted the presentation so that everyone could understand his message. In this scenario, Daniel most likely used _____.

adaptive selling

A salesperson who follows the trust-based relationship selling strategy is expected to:

be actively involved in solving his or her customer's problems.

In the context of the types of buyers, the _____ consists of firms, institutions, and governments.

business market

The business market includes:

buyers who acquire goods and services to use as inputs into their own manufacturing process.

Zoey is a salesperson who is meeting a prospect after a successful cold call. Zoey has already collected most of the basic information about her prospect. The best way for her to gather additional information about the prospect is:

by questioning the prospect during sales dialogues.

Reuben is a well-known painter who frequently interacts with other artists. Marcello, his friend, is a sales consultant in an art gallery that rents out exhibition space on a regular basis. Reuben often helps Marcello by introducing him to artists who are interested in showcasing their work in the gallery. In this case, Reuben is Marcello's _____.

center of influence

Pete is a salesperson who is a member of The Green Stones Country Club. The club is frequented by lawyers, doctors, and other well-known members of the community. Pete often identifies new prospects while engaging in conversations with the club members. In this case, Pete uses the club members as _____.

centers of influence

Sean, a sales manager at Placit Store, is tasked with generating sales revenue, maintaining customer relationships, and performing sales support activities. This scenario illustrates the _____.

combination sales job concept

Nora, a salesperson who works for Fifth Leaf Fashions, informs her customers that they can return garments within 30 days of purchase for cash. However, the Fifth Leaf Fashion's return policy states that customers may only exchange garments for other garments and not for cash. In this scenario, it is evident that Nora needs to improve her _____.

company knowledge

A salesperson's commonalities with other individuals is known as _____.

compatibility

Roger works as a salesperson for Wycon, a cell phone manufacturing company. Most of his customers mistakenly believe that other brands are more durable and provide better features than Wycon. To clarify this belief and make sales, Roger shows his customers an online market research report that compared Wycon's phones to the phones manufactured by two rival companies. The research highlighted the superiority of Wycon's phones in terms of attributes such as battery life, internal storage, and camera quality. In this scenario, Roger is engaging in _____.

competitive depositioning

Research reveals that _____ play a vital role in influencing buyer perceptions and trust.

consultative tasks and personal relationship behaviors

Data collected on consumer demographics, sales and consumer service histories, and marketing preferences and consumer feedback can be easily accumulated through a _____ system and used to better understand consumers and provide personalized offerings to best serve their needs.

customer relationship management (CRM)

When consumer demand for vehicle tires increases, the demand for rubber also goes up. This increased demand for rubber due to the increase in demand for tires shows the effect of _____ on business markets.

derived demand

"Do you prefer tea or coffee?" is an example of a(n) _____.

dichotomous question

In the context of the ADAPT questioning system, _____ follow up on the responses gained from the preceding assessment questions.

discovery questions

Maintaining good eye contact with a buyer during a sales presentation most likely:

displays openness and sincerity.

Sarah recently bought a bicycle. After a few days of cycling, she realized that she needed a basket on the bicycle to keep her bag and other items while cycling. Sarah's need of a basket is a _____.

functional need

Kim is a salesperson for DEF Advertising. She has trouble in controlling the conversation that takes place in her sales calls. She finds that her customers often talk about relatively unimportant things until her time with those customers is up. Kim could most likely benefit by:

improving her questioning skills and using carefully crafted questions.

The meaning and credibility of a message are significantly downgraded:

in the absence of proper grammar.

Salespeople are often stereotyped as pushy, shifty, and untrustworthy because:

in the past, the popular press portrayed them in this way.

Radsbury Corp., a company that manufactures bath fittings, encourages its prospects to call the company on its toll-free number and get information on the various products and services it offers. In this scenario, Radsbury Corp. is engaged in _____.

inbound telemarketing

Robert is a young college graduate who is looking for a sales job in the pharmaceutical business. To better his chances of being selected by employers, he decides to enhance his knowledge of the latest medications in the market. In this scenario, it is evident that Robert is trying to enhance his _____.

industry knowledge

A buyer is unlikely to perceive the presence of a needs gap when he or she _____.

lacks a full understanding of the situation

Nevard Professional Solutions is a business-to-business company that assists other business organizations in generating potential customers. The company provides businesses with detailed information about their potential clients. It also provides Web-based marketing services to connect with the targeted clients. In this scenario, Nevard Professional Solutions provides _____.

lead management services

In the context of consultative selling, salespeople play the role of a _____ when they support customers, even when an immediate sale is not expected.

long-term ally

In the context of the SPIN questioning system, _____ refocus a buyer's attention to solutions rather than problems and get the buyer to think about the positive benefits derived from solving the problems.

need-payoff questions

If a salesperson does not exercise "reasonable care" in formulating product claims to a customer, he or she is guilty of _____.

negligence

In the context of purchasing decisions, a _____ requires an extensive information search.

new task decision

Julia is a salesperson who works for a tea manufacturing company, and her friend Jessica is a salesperson who works for a clothing company. Given this information, it can be said that Julia and Jessica are _____.

noncompeting salespeople

The sales interns of Nortrom Inc., an electronics company, call the company's potential clients and inform them about the company's various products and offers. In this scenario, the sales interns of Nortrom Inc. are engaged in _____.

outbound telemarketing

When faced with quota pressure, a salesperson with customer orientation would most likely:

overstate the benefits of the recommended product.

Mark is a sales support personnel who works for LiveLife Inc., a pharmaceutical company that specializes in developing drugs for cancer. On a typical day at work, he meets several physicians and gives them information about the capabilities and limitations of the drugs being developed and manufactured by the company. Thus, he can be called a(n) _____.

pioneer

In the context of the buying process, _____ serve as a standard for evaluation to ensure that the buying firm receives the required product features and quantities.

postpurchase specifications

Emma goes to her favorite clothing store to shop for clothes. She looks for a particular kind of trousers but cannot find them. Denver, the salesman in the store, tells her that the kind of trousers she is looking for is currently out of stock, but he assures her that he will inform her as soon as they are back in the store. Emma takes his word for it as Denver always delivers as he promises. In this scenario, Denver exhibits _____.

predictability

Milton is the sales manager of a cosmetics company that offers a wide range of face creams, lipsticks, and eye makeup. Some of the company's products are sold to wholesalers and distributors, while others are sold directly to individual buyers. Milton decides to divide the company's vast customer base into distinct segments so that the company's salespeople can target each segment more effectively. To carry out this process, it is necessary for Milton to possess sound _____.

product knowledge

Rita has recently been hired as a sales representative at a grocery store. As part of her training, her store manager asks her to memorize the seasonal discounts offered by the store. In this scenario, the store manager wants Rita to enhance her _____.

promotion knowledge

In the context of nonverbal communication, a common nonverbal element of messages that conveys uncertainty, disagreement, and even outright skepticism is _____.

pursed lips

While selling to amiables, salespeople should adopt a _____ communication style.

relationship-oriented and slow-paced

Global Positioning Systems (GPSes) help:

salespeople plan their routes effectively.

SIER is an acronym for:

sensing, interpreting, evaluating, and responding.

A salesperson who is ready to answer the question "Does the company repair and maintain its sold products or does the company send them to a third party?" can effectively solve _____.

service issues

Maria, a medical insurance agent, informs prospective customers about the potential health issues associated with current lifestyles. She successfully sells insurance policies by convincing them that a medical insurance offers financial assistance in case of an illness. In this scenario, Maria most likely uses the _____ approach to personal selling.

stimulus response

In the context of purchasing decisions, a(n) _____ incorporates the lowest number of buying influences.

straight rebuy decision

One of the key roles that salespeople play in society is the distribution of knowledge about new technology. In other words, salespeople help with _____.

the diffusion of innovation

The overall cycle times of the purchasing process have reduced as a result of:

the increased use of information technology.

A(n) _____ is a part of the strategic prospecting plan that can be as low-tech as a set of 3 X 5-inch note cards or employ one of the many computerized and online contact management or customer relationship management software applications.

tracking system