Exam 3 Review Derby
________ is the key to building and maintaining a competitive advantage, with salespersons playing one of the most important roles. A. Pricing strategy B. Marketing strategy C. Proposal writing D. Differentiation E. Positioning
Differentiation
________ are the four styles of communication in which everyone fits. A. Emotive, directive, reflective, and supportive B. Emoting, directing, reflective, and supportive C. Reflection, supporting, emotive, and directive D. Emotion, direction, reflective, and supportive E. Emoting, directing, reflecting, and supporting
Emotive, directive, reflective, and supportive
______________ emphasizes building strong relationships during every aspect of the sale and working hard to maintain a quality relationship with the customer after the sale. A. Selling B. Hiring C. High-quality customer service D. Partnering E. Delivering high-quality products or services
Partnering
____________________ helps manage digital assets. A. Customer relationship management systems B. Project management software C. Product information management D. Product engineering software E. Product estimating software
Product information management
________________ is ranked as the number-one characteristic of salespeople who are able to build a customer's trust. A. Product knowledge B. Charisma C. Selflessness D. Resourcefulness E. Respectfulness
Product knowledge
Partnerships can be strengthened when salespeople use value-added ________ strategies. A. marketing B. relationship C. pricing D. sales E. advertising and sales promotion
Relationship
________ are linked to a specific need and can be very effective. A. Specific benefits B. General benefits C. Specific features D. Pricing requirements E. Competitive features
Specific benefits
The theory of behavioral or communication-style bias is based on a number of underlying principles but includes one critical one: _________. A. Communication style is not restricted to a way of thinking and behaving B. Individual differences do not really exist and are not important C. Individual style differences tend to be unstable D. There are an infinite number of communication styles E. To create the most productive relationships, it is necessary to get in sync with the communication style of the people you work with
To create the most productive relationships, it is necessary to get in sync with the communication style of the people you work with
________ can influence your relationships and can reinforce or contradict the spoken word. A. Whether you're a sharp dresser B. Your nonverbal messages C. Your ability to speak well D. Your ability to present to clients E. The area of the country you're from
Your nonverbal messages
Positioning requires developing a sales and marketing strategy aimed at influencing how a particular market segment perceives ________. A. a product in comparison to the competition B. differences of a company's marketing strategy in comparison to the competition C. a company's management team in comparison to the competition D. certain manufacturing techniques in comparison to the competition E. differences of an advertising campaign in comparison to the competition
a product in comparison to the competition
The definition of value-added selling is ________. A. maximizing the sale so innovation can continue to occur B. delivering the most value to your company at the highest possible price C. a path to achieve optimum sales success and objectives D. a series of creative improvements in the sales process that enhance the customer experience E. bringing the greatest amount of value to your organization
a series of creative improvements in the sales process that enhance the customer experience
The first step in developing a relationship strategy is ________. A. adopting a win-win philosophy B. adopting a win-lose philosophy C. developing a social relationship as a first step in developing a business one D. developing a relationship with the key decision maker E. getting an appointment for a product presentation
adopting a win-win philosophy
Impressions others form about us are based on what they observe us saying and doing. The patterns of behavior that others observe us doing and saying can be called ________ style. A. selling B. personal C. leadership D. presentation E. communication
communication
Product information is available from a number of sources. However, the MOST important sources of product information include ________. A. the competitor's engineering staff, product literature, catalogs, Internet searches, and plant tours B. company websites, literature, and sales-training programs C. catalogs, Internet searches, prior employee impressions, plant tours, and customer relationship management systems D. unsubstantiated information from usually reliable sources, product literature, catalogs, the Internet, and CRM systems E. product literature, catalogs, Internet searches, secretly obtaining competitor product-engineering specifications, and customer relationship management systems
company websites, literature, and sales-training programs
As the product moves through its cycle, key strategies related to ________ must be evaluated and possibly changed. A. competition, promotion, pricing, and other factors B. distribution and after-the-sale service options C. quality control and production D. manufacturing E. sales presentations and proposals
competition, promotion, pricing, and other factors
A ________ can help a salesperson discover ways to position and differentiate a product over the competition. A. marketing plan B. competitive analysis worksheet C. positioning and differentiation plan D. sales strategy plan E. product development plan
competitive analysis worksheet
The starting point in identifying your preferred communication style is ________. A. completion of the dominance and sociability indicator forms B. completion of a personality assessment test C. the Keirsey Temperament Sorter assessment D. completion of the Myers Briggs type indicator assessment E. the Minnesota Multiphasic Personality Inventory assessment
completion of the dominance and sociability indicator forms
Understanding the cluster of product-selling satisfactions model enables the salesperson to successfully ________. A. create a marketing and sales strategy B. configure a product and pricing strategy that are appealing to the customer C. create a pricing strategy that is appealing to the customer D. custom-fit a product solution that positions and differentiates E. create a sales presentation and win the business
custom-fit a product solution that positions and differentiates
When a salesperson understands the 3D product solutions selling model, he or she is able to successfully ________. A. create a pricing strategy that is appealing to the customer B. create a sales presentation and win the business C. create a marketing and sales strategy D. custom-fit a product solution that positions and differentiates E. configure a product and pricing strategy that are appealing to the customer
custom-fit a product solution that positions and differentiates
Using _________ can be especially helpful when preparing to talk with someone with a specific communication style. A. project management software B. an Excel spreadsheet C. Cloud-based calendaring and reminder software D. customer relationship management (CRM) software E. social media sites such as LinkedIn or Facebook
customer relationship management (CRM) software
There are four styles of communication; one of them is Directive. Characteristics of a Directive person include: _________. A. does not appear to be listening, cannot seem to get to the point, serious, and likes to maintain control B. attentive listener, not controlling, does not immediately get to the point, and serious C. does not appear to be listening, gets to the point, serious, and likes to maintain control D. does not appear to be listening, might ramble or think out loud, serious, and does not maintain control E. attentive listener, controlling, does not immediately get to the point, and gregarious
does not appear to be listening, gets to the point, serious, and likes to maintain control
The two dimensions that assess major aspects of human behavior are ________. A. dominance and submission B. cooperative and competitive C. obstinate and accommodating D. approach and avoidance E. dominance and sociability
dominance and sociability
The communication-style model is based on two dimensions that assess two major aspects of human behavior: _________. A. cooperative and competitive B. approach and avoidance C. obstinate and accommodating D. dominance and sociability E. dominance and submission
dominance and sociability
There are several classic conversational strategies that help the salesperson ____________________. These are: express genuine interest, be a good listener, and encourage others to talk about themselves. A. attract new employees B. establish relationships C. sound like they are important D. make a presentation E. rub elbows with important people
establish relationships
Key strategies related to competition, promotion, pricing, and other factors must be _____________________________ as the product's life cycle unfolds. A. unevaluated and untouched B. evaluated and possibly changed C. evaluated and eliminated D. reorganized and traded E. evaluated and unchanged
evaluated and possibly changed
Two major nonverbal ways we communicate to a potential customer are eye contact and ________. A. our product knowledge B. our ability to dress well and our facial expression C. our ability to articulate a value proposition D. our ability to impress others E. facial expression
facial expression
Visualization and positive self-talk are parts of the ________. A. goal-setting process B. training program to prepare for sales presentations C. four-part self-improvement strategy program D. successful salesperson's tool kit E. keys to success in sales
four-part self-improvement strategy program
The four "possible" products of the Value-Added Product Selling Model include the A. generic product, the anticipated product, the low-priced product, and the potential product B. generic product, the expected product, the value-added product, and the potential product C. low-price product, the expected product, the value-added product, and the future innovative product D. private-label product, the anticipated product, the value-added product, and the potential product E. low-price product, the expected product, the value-plus product, and the potential product
generic product, the expected product, the value-added product, and the potential product
It is necessary to _____________________ in order to create the most productive relationships. A. remember that individual communication style differences are not important B. believe that individual style differences tend to be unstable C. recognize that communication style is not restricted to a way of thinking and behaving D. get in sync with the communication style of the people you work with E. maintain anonymity at all times
get in sync with the communication style of the people you work with
Knowledge of the competition makes the salesperson better able to ________. A. be more confident when he or she directly criticizes manufacturing processes B. criticize the competition during the sales presentation C. handle questions about competitors because he or she is more confident D. increase the size of the customer's order E. criticize the competitor during the sales presentation
handle questions about competitors because he or she is more confident
In ________, your knowledge of the product's features and your company's strengths must be presented in terms of the resulting benefits to the buyer. A. the product specifications B. preparing the written sales proposal C. the sales presentation and in preparing the written sales proposal D. the contract with the customer E. your sales presentation
he sales presentation and in preparing the written sales proposal
A salesperson possessing product knowledge that meets or exceeds customer expectations ________. A. increases sales effectiveness and willingness to pay B. becomes a sales expert C. closes more deals and achieves his or her sales quotas D. gets repeat business E. increases sales effectiveness but does not increase a customer's willingness to pay
increases sales effectiveness and willingness to pay
The key to relating to Directive customers is to _________. A. attempt to create a solid friendship B. keep the relationship as informal as possible C. keep the relationship as business-like as possible D. talk in general terms about objectives E. ask generalized questions and avoid note taking
keep the relationship as business-like as possible
Product development and quality improvement processes, performance data and specifications, maintenance and service contracts, and price and delivery describe importance product information categories that should be ________. A. provided in a research and development plan B. knowledge of a salesperson C. included in a sales strategy plan D. added in a marketing plan E. included in a strategic plan
knowledge of a salesperson
According to purchasing decision makers, ________ is the second "most destructive" habit that undermines the sales experience. A. lack of knowledge about international business principles B. inadequate sales and presentation training C. lack of knowledge about either products or competitors D. lack of familiarity with the purchasing decision maker's company E. lack of knowledge of pricing structures
lack of knowledge about either products or competitors
For a growing number of buyers, ________ is more important than short-term savings from low prices. A. the look and feel of the product B. long-term value C. buying local D. a warranty E. quick delivery
long-term value
Transactional selling tactics emphasizing ___________ are a basic strategy that is designed to meet competition. A. higher price B. selling techniques C. steady price D. greater volume E. low price
low price
Customized ________ agreements add value to the sale and help protect your business from the competition. A. contract B. product features C. delivery D. maintenance and service E. volume pricing
maintenance and service
As you develop your communication-style identification skills and become more adept at style flexing, you become better able to _________. A. meet customer product needs B. develop your presentation skills C. manage your time D. manage the proposal process E. manage the relationship process
manage the relationship process
Product positioning requires developing a(n)________ strategy aimed at influencing how a particular market segment perceives a product in comparison to the competition. A. branding B. advertising and sales promotion C. marketing and sales D. customer E. pricing
marketing and sales
The salesperson who ________ has learned how to sell products with a value-added strategy. A. meets the customer's minimum requirements B. visualizes exactly what the customer needs C. prices the product in the range the customer wants D. maximizes the customer's satisfaction by offering more than expected E. creates a custom-made product for the customer
maximizes the customer's satisfaction by offering more than expected
A salesperson whose product knowledge is complete and accurate is better able to ________. A. get repeat business B. increase the size of their average order C. meet and exceed customer expectations D. increase the customer's willingness to pay premium prices E. close more sales
meet and exceed customer expectations
Transactional selling tactics that emphasize low price is a basic strategy that focuses on ________. A. maximizing manufacturing and production for volume B. creating value through low price C. meeting competition D. large volume discounts E. moving large volumes of product
meeting competition
Salespeople should possess product knowledge that ________. A. meets or exceeds marketing and sales objectives. B. meets customer requirements C. meets or exceeds product development objectives D. meets or exceeds engineering specifications E. meets or exceeds customer expectations
meets or exceeds customer expectations
In consultative sales, the impact of relationships is quite important. A consultative sale emphasizes ________. A. need identification, which is built on trust and respect B. product distribution options, which are built on trust and respect C. financing and contracting options, which are built on trust and respect D. pricing options, which are built on trust and respect E. product requirements, which are built on trust and respect
need identification, which is built on trust and respect
The image others have of us is shaped to a great extent by ________. A. nonverbal communication B. our ability to articulate a value proposition C. where we are from D. our ability to present well E. our ability to speak well
nonverbal communication
Success in today's dynamic global economy requires the continuous ________ of products. A. pricing and repricing B. advertising and sales promotion C. positioning and repositioning D. product development and product enhancements E. branding and rebranding
positioning and repositioning
Throughout the _________, you should learn as much as possible about the customer and try to determine his or her style. A. need identification process B. preapproach C. contracting stage D. sales presentation E. post-sales process
preapproach
Everyone displays characteristics of the four communication styles; however, one of the four styles is usually ________. A. predominant but not always readily detectable B. is usually subordinate but detectable C. predominant and readily detectable D. is usually undetectable E. not predominant and not readily detectable
predominant and readily detectable
The best way to identify your customer's __________________ is the dominance and sociability indicator forms. A. level of education B. family C. household income D. self-worth E. preferred communication style
preferred communication style
Low-involvement buyers care mostly about ________. A. quality B. innovation C. service D. price E. warranties and after-the-sale service
price
Successful sales presentations create value by translating ________. A. product features into benefits that will please the customer's senior-level management B. product features into their return on investment C. product features by focusing on engineering D. benefits into product features that meet customer needs E. product features into benefits that meet customer needs
product features into benefits that meet customer needs
A ________ plan emphasizes becoming a product expert, selling specific benefits, and configuring value-added solutions. A. marketing B. product strategy C. strategic D. product development strategy E. prospecting strategy
product strategy
"Cluster of satisfactions" involves a customer's satisfaction with the ________. A. company, inside sales team, and service B. product, salesperson, and company C. product, pricing, and salesperson D. company's manufacturing, delivery, and after-the-sale service E. pricing, manufacturing, and delivery
product, salesperson, and company
An understanding of the ________ provides a foundation for developing relationship strategies. A. customer product requirements B. economic drivers in the marketplace C. psychology of human behavior D. customer's needs E. price points and the customer's budget
psychology of human behavior
Proper use of the rules of etiquette can enhance the selling relationship. An example of proper etiquette in sales is _____. A. recognizing the importance of punctuality B. leaving detailed voice mail messages C. using the time over lunch to get business out of the way before the meal arrives D. calling your contact by first name E. sharing an off-color joke
recognizing the importance of punctuality
The ________ strategy is built on the win-win philosophy, empathy and ego drive, and character and integrity. A. after-the-sale service B. pricing C. marketing D. relationship E. product development
relationship
When you achieve a goal, or at least show progress toward a goal, you should _____. A. reward your progress. B. brag to your peers C. evaluate the steps you took to get there D. take credit for your achievements E. move to the next goal
reward your progress
Many ________ are lost because salespeople fail to communicate effectively with the prospect. A. supervisors B. employees C. sales D. products E. factories
sales
Style flexibility is a(n) _________. A. personal-style preference, but not critical to building partnering relationships B. characteristic that cannot be learned, but is crucial to building partnering relationships C. communication strategy that can be learned, but is not critical to building partnering relationships D. sales strategy that can be learned and is crucial to building partnering relationships E. inborn characteristic that is critical to building partnering relationships
sales strategy that can be learned and is crucial to building partnering relationships
A product strategy helps salespeople make the right decisions concerning the __________________ of products to meet identified customer needs. A. color and contrast B. selection and contrast C. selection and positioning D. color and positioning E. size and volume
selection and positioning
All self-improvement that a salesperson undertakes is ________. A. a way of increasing one's chances of being promoted B. a way to be assured of increased compensation C. required by most senior management teams D. self-initiated E. usually initiated by another person in the salesperson's organization
self-intiated
The process by which the salesperson uncovers and clarifies a customer's problem, works with the customer to create a vision of how things could be better, and then develops a plan for implementing that vision is called the ________. A. customer service solution B. selling solution C. research and development process D. product development process E. marketing solution
selling solution
A conversational strategy for breaking the ice and speeding up rapport building includes ________. A. small talk B. discussions about your business relationship C. an analysis of the global economy D. product-specific solutions E. your company's product offerings
small talk
Observations that provide the basis for ________ can break the ice and speed up building rapport. A. discussions about the specifics of the business relationship B. small talk C. discussions about your company's general product offerings D. specific product solutions E. analysis of the global economy
small talk
Personal selling is improved when salespersons have knowledge of their competitors' ________. A. manufacturing capabilities B. pricing structure C. product line D. management team E. strengths and weaknesses
strengths and weaknesses
he salesperson can adjust his or her style to meet the needs of others. This process is called ________. A. customer relationship management B. interpersonal communications C. adaptability D. style flexing E. communication adjustment techniques
style flexing
Today, ________ is an important symbol of respect, and in business settings it is the proper greeting. A. giving a hug B. addressing someone as "Mr.", Mrs.", or "Ms." C. the handshake D. addressing someone by his or her first name or nickname E. addressing someone by his or her formal name
the handshake
Salespeople must develop a value-adding program for ________. A. sales training B. their own self-improvement C. their customers D. ethics training E. themselves and their sales teams
their own self-improvement
Establishing and maintaining partnering-type customer relationship strategies focus on several key groups and are a vital aspect of selling. Those key groups are ________. A. the customer, the secondary decision makers, the purchasing agent, and your inside sales team B. the customer, the secondary decision makers, company support staff, and management personnel C. the customer, the purchasing agent or buyer, your company's management team, and your sales team D. secondary decision makers, the customer's vendors, the company support staff, and the customer's customers E. the customer, outside vendors, the company's management team, and your sales team
the customer, the secondary decision makers, company support staff, and management personnel
Setting the price can be a complex process, but the first step in establishing price is to determine ________. A. acceptable price points that are appealing to your target customers B. the cost of goods sold C. internal costs and expenses D. the firm's pricing objectives E. an overall pricing strategy
the firm's pricing objectives
There are ________ major product-positioning strategies available to salespersons. A. three B. five C. four D. seven E. two
three
When a salesperson configures a set of benefits and values to meet and exceed the customers' specific needs, this is called creating a ________. A. value proposition B. sales strategy C. marketing strategy D. benefit and values strategy E. differentiation strategy
value proposition
The ________ process raises customers' comprehension levels as they discover the merits of buying your product or service. A. sales presentation B. value creation C. value quantification D. contracting E. sales proposal
value quantification
A third dimension of human behavior, ________, is important in dealing with communication styles that are different from your own. A. subjectivity B. forthrightness C. criticism D. versatility E. objectivity
versatility