Sales Management Chp 2

Increasing the efficiency and effectiveness of sales operations is a (an) a. complexity issue. b. accountability issue. c. adaptability issue. d. collaboration issue. e. commitment issue.

B

Which of the following is not considered a common sales dialogue? a. Assessing the prospective customer's situation and buying processes. b. Explaining the features and benefits of the product. c. Confirming the prospective customer's strategic priorities. d. Negotiating an agreement to do business. e. Building customer value by providing additional opportunities.

B

All of the following regarding the mental states approach to personal selling are TRUE except a. It is largely a one-way presentation with the salesperson doing most of the talking. b. It requires that salespeople listen carefully to the customer to determine what stage they are in. c. Tailoring of the presentation is based on mental states rather than customer needs. d. It is customer oriented. e. It may be difficult to determine in which stage a customer resides.

D

Need satisfaction personal selling is based on the notion that a. customers need to be told what they want. b. the customer needs to know what products the firm offers. c. salespeople should be friendly because customers need to feel that they are appreciated. d. customers will be motivated to buy to satisfy particular needs. e. customers have only one need at a time and it must be met before the salesperson can interest them in any other product.

D

The mental states approach to personal selling assumes that buyers must be led through four mental states, which occur in this order: a. interest, attention, desire, action. b. attention, desire, interest, action. c. curiosity, interest, conviction, purchase. d. attention, interest, desire, action. e. listening, considering, aspiring, deciding.

D

Which of the following statements pertaining to the stimulus response form of personal selling is true? a. The buyer takes a dominant role in the sales dialogue. b. The stimulus-response sales strategy cannot be used with a canned sales presentation. c. The stimulus-response sales strategy must be conducted in person because of the necessity for visual aids. d. Key selling points can be sequenced in a logical order and likely questions and objections can be addressed before they are voiced by the buyer. e. The stimulus-response sales strategy has the advantage of flexibility.

D

As change agents, salespeople help to create, communicate, deliver and continually increase customer value.

False

As customer value agents, salespeople stimulate sales cycles and help customers reach buying decisions as soon as reasonably possible.

False

Consultative selling focuses on making short-term sales.

False

Consultative selling is appropriate for all sales situations.

False

Consumer goods companies typically do not employ professional salespeople.

False

In consultative selling, salespeople only need to be experts on the customer's business.

False

Mental states selling is largely a two-way interaction between salesperson and customer.

False

Problem solving selling is differentiated from other sales approaches because it focuses on achieving strategic goals of customers.

False

Sales and marketing are always clearly aligned in understanding what customers want and need.

False

Salespeople should only overpromise if it will help them to obtain the sale.

False

Salespeople who focus on gaining new customers are sometimes referred to as farmers.

False

Selling strategy involves the planning of internal messages and interactions with customers.

False

Stimulus response selling is the most flexible and most focused on the buyer's unique needs and strategic priorities.

False

The primary role of a salesperson practicing trust-based relationship selling is to make calls and close sales.

False

The same sales knowledge and skills are required of salespeople regardless of the situation.

False

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

False

With transaction selling, salespeople focus on long-term relationships with customers rather than maximizing the outcomes of individual transactions.

False

Personal selling involves interpersonal communications between buyers and sellers to initiate, develop, and enhance customer relationships.

True

Problem solving selling has been popularized by the commercial success of SPIN selling.

True

Sales professionals must be strong collaborators, both within their own organizations and with their customers.

True

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

True

Salesperson compensation is often tied to the achievement of quotas.

True

Selling helps prepare individuals for management positions.

True

To be effective, the problem solving approach typically requires that salespeople clearly illustrate the significance of the existing problem.

True

To deal with the complex business environment, sales must become a "smarter" business function.

True

Trust-based relationship selling seeks to initiate, develop and enhance long-term customer relationships.

True

. All of the following statements accurately reflect factors that pertain to need satisfaction selling except a. this method focuses on the salesperson and how to effectively make a sales presentation. b. the salesperson utilizes questioning, probing tactics to uncover important buyer needs. c. the salesperson waits until relevant needs have been established before discussing product offerings. d. the customer dominates the early portion of the sales interaction. e. it is the salesperson's duty to identify the need to be met and then help the buyer in meeting that need.

A

As _____________, salespeople assume a key role in revenue production for their firms. a. financial contributors b. product managers c. change agents d. communications agents e. customer value agents

A

Recruiting and developing salespeople who understand diverse cultures, languages, and business practices is a salesforce response to which of the following issues? a. Complexity issues b. Adaptability issues c. Collaboration issues d. Commitment issues e. Accountability issues

A

Salespeople who focus on gaining new customers are sometimes referred to as a. hunters. b. farmers. c. missionary salespeople. d. detailers. e. merchandisers.

A

The generation of new business for the selling firm is associated with which type of salespeople? a. Hunters and pioneers b. Order-getters and order takers c. Missionaries and detail salespeople d. Pioneers and franchisers e. Order-takers and cold canvassers

A

The problem-solving view of personal selling is an extension of a. need satisfaction selling. b. stimulus response selling. c. contingency selling. d. mental states selling. e. consultative selling.

A

To be successful at trust building, research indicates that salespeople should demonstrate all of the following characteristics EXCEPT a. salesperson orientation. b. competence. c. dependability. d. honesty. e. compatibility.

A

Which of the following is not one of the characteristics of trust-based relationship selling? a. Seeks to maximize outcomes of individual transactions. b. Focuses on customer needs. c. Seeks to earn customer trust. d. Relies on questioning and listening to establish dialogue with customers. e. Involves two-way collaborative communication between buyers and sellers.

A

As _____________, salespeople stimulate sales cycles and help customers reach buying decisions as soon as reasonably possible. a. financial contributors b. economic agents c. change agents d. communications agents e. customer value agents

C

Implementing cross-functional programs to foster communication and cooperation is a salesforce response to which of the following issues? a. Complexity issues b. Adaptability issues c. Collaboration issues d. Commitment issues e. Accountability issues

C

According to the text, when salespeople alter their sales messages and behavior during a sales presentation or as they encounter unique sales situations and customers they are using a. value based selling. b. response selling. c. contingency selling. d. situational selling. e. adaptive selling.

E

New customers may be turned over to account servicing salespeople referred to as a. hunters b. merchandisers c. missionary salespeople d. pioneers e. farmers

E

Which of the following are characteristics of sales professionalism? a. It requires a customer orientation. b. It involves the use of truthful, non-manipulative sales strategies. c. It requires that salespeople work from a dynamic, ever-changing knowledge base. d. It focuses on satisfying the long-term needs of customers and the selling firm. e. All of the above are characteristics of sales professionalism.

E

Which of the following is not one of the steps of the ADAPT questioning methodology? a. Assess the buyer's situation. b. Discover the buyer's needs. c. Activate the buying process. d. Project the impact of solving a problem or realizing an opportunity. e. Transition to the close.

E

Which one of the following is not a stage in the SPIN selling technique? a. Investigate the customer's situation. b. Determine the customer's problem. c. Discuss implications of the problem if it is left unattended. d. Show how the salesperson's offering can solve the problem. e. Follow up the sale with additional product offerings.

E

________ support the sales effort by setting up point-of-purchase displays, rotating stock, and keeping store personnel informed about new products and sales promotions. a. order-getters. b. order-takers. c. missionary salespeople. d. complementary salespeople. e. merchandisers.

E

__________ are salespeople who support the sales effort by providing information and performing other supplemental services. a. Hunters b. Pioneers c. Order-takers d. Order-getters e. Missionary salespeople

E

__________________is the process of helping customers reach their strategic goals by using the products, services, and expertise of the sales organization. a. Need satisfaction selling b. Stimulus response selling c. Contingency selling d. Mental states selling e. Consultative selling

E

As a communications agent, salespeople provide valuable information back to the company.

True

Because salespeople often encounter buyers with different personalities, communications styles, and needs and goals, adaptive selling is an important concept.

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

Consultative selling often requires that the salesperson be a coordinator, arranging for others in the selling company to play a role in the sales process.

True

Customer compatibility can help build trust.

True

Customer value is essentially defined as the customer's perception of what they receive in exchange for what they give up.

True

Customers appreciate the need satisfaction selling approach as they feel that their point of view and unique circumstances are being addressed.

True

For people who aspire to be entrepreneurs, selling experience can be indispensable.

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.

True

In the best sales organizations, salespeople earn the trust of their customers and utilize selling strategies that satisfy customer needs.

True

One purpose of the ADAPT method is to develop an efficient, relevant line of questioning that will help both the salesperson and the buyer find common ground for sales dialogue and sales presentations.

True