Question 1

Which of the following statements is true of order-takers?

Accepted Answer

A)  Their primary responsibility is stimulating the sales effort to convert prospects into customers. 
B)  Their strength tends to be reliability in ensuring customer convenience. 
C)  They are also known as hunters. 
D)  They are less valuable to their firms than order-getters. 
E)  They are salespeople who actively seek orders. 
A)  Their primary responsibility is stimulating the sales effort to convert prospects into customers. 
B)  Their strength tends to be reliability in ensuring customer convenience. 
C)  They are also known as hunters. 
D)  They are less valuable to their firms than order-getters. 
E)  They are salespeople who actively seek orders.

Question 2

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

Accepted Answer

A) True 
 B)False

Question 3

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

Accepted Answer

A) True 
 B)False

Question 4

AIDA is an acronym for _____.

Accepted Answer

A)  action, intention, direction, and activity 
B)  apathy, insecurity, deterrent, and acceptance 
C)  attention, interest, desire, and action 
D)  anguish, instability, displacement, and agony 
E)  attrition, interrogation, development, and assessment 
A)  action, intention, direction, and activity 
B)  apathy, insecurity, deterrent, and acceptance 
C)  attention, interest, desire, and action 
D)  anguish, instability, displacement, and agony 
E)  attrition, interrogation, development, and assessment

Question 5

Salespeople fulfill the role of _____ when they bring in income to a firm or company.

Accepted Answer

A)  strategic orchestrators 
B)  business consultants 
C)  revenue producers 
D)  market analyzers 
E)  long-term allies 
A)  strategic orchestrators 
B)  business consultants 
C)  revenue producers 
D)  market analyzers 
E)  long-term allies

Question 6

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

Accepted Answer

A)  Sales prospecting 
B)  A sales pitch 
C)  Sales advertising 
D)  Sales professionalism 
E)  A sales funnel 
A)  Sales prospecting 
B)  A sales pitch 
C)  Sales advertising 
D)  Sales professionalism 
E)  A sales funnel

Question 7

Which of the following statements is true of pioneers?

Accepted Answer

A)  They are nonretail salespeople who remain in their employer's place of business while dealing with customers. 
B)  They focus on maintaining relationships with existing customers are not involved in creative selling. 
C)  All pioneers are order-getters but all order-getters are not pioneers. 
D)  They continue to work with a customer even after the completion of a sale. 
E)  Route salespeople who work an established customer base are pioneers. 
A)  They are nonretail salespeople who remain in their employer's place of business while dealing with customers. 
B)  They focus on maintaining relationships with existing customers are not involved in creative selling. 
C)  All pioneers are order-getters but all order-getters are not pioneers. 
D)  They continue to work with a customer even after the completion of a sale. 
E)  Route salespeople who work an established customer base are pioneers.

Question 8

Which of the following is true of customer value?

Accepted Answer

A)  It is not beneficial to personal selling. 
B)  The factors that constitute customer value are common for all customers . 
C)  It is always determined by the customer and not the salesperson. 
D)  It is not affected by the behavior of salespeople. 
E)  It is determined by a salesperson's perception of what customers will get in exchange for their money . 
A)  It is not beneficial to personal selling. 
B)  The factors that constitute customer value are common for all customers . 
C)  It is always determined by the customer and not the salesperson. 
D)  It is not affected by the behavior of salespeople. 
E)  It is determined by a salesperson's perception of what customers will get in exchange for their money .

Question 9

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

Accepted Answer

A)  Personal selling 
B)  Public relations 
C)  Direct marketing 
D)  Sales promotion 
E)  Electronic marketing 
A)  Personal selling 
B)  Public relations 
C)  Direct marketing 
D)  Sales promotion 
E)  Electronic marketing

Question 10

The _____ approach to personal selling requires educating the customer about the full impact of an existing issue and clearly communicating how the solution delivers significant customer value.

Accepted Answer

A)  need satisfaction 
B)  problem-solving 
C)  mental states 
D)  stimulus response 
E)  formula 
A)  need satisfaction 
B)  problem-solving 
C)  mental states 
D)  stimulus response 
E)  formula

Question 11

Order-takers are not too involved in creative selling .

Accepted Answer

A) True 
 B)False

Question 12

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

Accepted Answer

A)  Stimulus response selling 
B)  Mental states selling 
C)  Consultative selling 
D)  Problem-solving selling 
E)  Need satisfaction selling 
A)  Stimulus response selling 
B)  Mental states selling 
C)  Consultative selling 
D)  Problem-solving selling 
E)  Need satisfaction selling

Question 13

Which of the following statements is true of stimulus response selling?

Accepted Answer

A)  The sales message in stimulus response selling cannot be prepared before sales dialogue. 
B)  It cannot be used with a canned sales presentation. 
C)  It calls for the buyer to dominate the flow of conversation in sales dialogue. 
D)  Inexperienced salespeople can rely on stimulus response sales methods in some settings. 
E)  It is most suitable when the prospects are professional buyers. 
A)  The sales message in stimulus response selling cannot be prepared before sales dialogue. 
B)  It cannot be used with a canned sales presentation. 
C)  It calls for the buyer to dominate the flow of conversation in sales dialogue. 
D)  Inexperienced salespeople can rely on stimulus response sales methods in some settings. 
E)  It is most suitable when the prospects are professional buyers.

Question 14

In the business-to-business sector, buyers are increasingly sharing their opinions, identifying problems, and asking for vendor recommendations via Twitter and LinkedIn.

Accepted Answer

A) True 
 B)False

Question 15

In the business consultant role, salespeople:

Accepted Answer

A)  request expert advice from production or logistics personnel to address an opportunity fully. 
B)  arrange the use of the resources of sales organizations to satisfy the requirements of their customer's business. 
C)  support their customers, even when an immediate sale is not expected. 
D)  bring in revenue for their firms and maintain a healthy "top line" on the profit and loss statement. 
E)  use internal and external sources to become an expert on their customer's business. 
A)  request expert advice from production or logistics personnel to address an opportunity fully. 
B)  arrange the use of the resources of sales organizations to satisfy the requirements of their customer's business. 
C)  support their customers, even when an immediate sale is not expected. 
D)  bring in revenue for their firms and maintain a healthy "top line" on the profit and loss statement. 
E)  use internal and external sources to become an expert on their customer's business.

Question 16

In need satisfaction selling, salespeople use a(n) _____ tactic to uncover important buyer needs.

Accepted Answer

A)  suggestive 
B)  questioning 
C)  i nformative 
D)  i nfluence 
E)  manipulative 
A)  suggestive 
B)  questioning 
C)  i nformative 
D)  i nfluence 
E)  manipulative

Question 17

Which of the following is a category of sales support personnel who are not typically involved in the direct solicitation of purchase orders?

Accepted Answer

A)  Missionary salespeople 
B)  Pioneers 
C)  Order-getters 
D)  Inside salespeople 
E)  Direct-to-consumer salespeople 
A)  Missionary salespeople 
B)  Pioneers 
C)  Order-getters 
D)  Inside salespeople 
E)  Direct-to-consumer salespeople

Question 18

Identify a true statement about the evolution of personal selling.

Accepted Answer

A)  Future buyers will be naive and less sophisticated. 
B)  Future salespeople will respond to a more complex, dynamic environment. 
C)  Technology and innovation will face stagnation due to lack of creativity from salespeople. 
D)  More emphasis will be placed on transaction-focused selling rather than trust-based relationship selling. 
E)  More emphasis will be placed on sales pitches rather than sales dialogues. 
A)  Future buyers will be naive and less sophisticated. 
B)  Future salespeople will respond to a more complex, dynamic environment. 
C)  Technology and innovation will face stagnation due to lack of creativity from salespeople. 
D)  More emphasis will be placed on transaction-focused selling rather than trust-based relationship selling. 
E)  More emphasis will be placed on sales pitches rather than sales dialogues.

Question 19

Trust-based relationship selling focuses on:

Accepted Answer

A)  maximizing sales in the short run. 
B)  pushing products to customers immediately. 
C)  adding value to a customer's business over an extended period. 
D)  initiating one-way communication with a customer . 
E)  the salesperson and the selling firm . 
A)  maximizing sales in the short run. 
B)  pushing products to customers immediately. 
C)  adding value to a customer's business over an extended period. 
D)  initiating one-way communication with a customer . 
E)  the salesperson and the selling firm .

Question 20

Tim, a sales executive at Luzu Motors, ensures customer satisfaction through continued postsale follow-up. He addresses customer queries by coordinating with various departments at Luzu Motors and getting expert advice from their personnel. In this scenario, Tim plays the role of a _____.

Accepted Answer

A)  business consultant 
B)  strategic orchestrator 
C)  revenue producer 
D)  market researcher 
E)  negotiation expert 
A)  business consultant 
B)  strategic orchestrator 
C)  revenue producer 
D)  market researcher 
E)  negotiation expert

Which of the following statements is true of order-takers?

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

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

AIDA is an acronym for _____.

Salespeople fulfill the role of _____ when they bring in income to a firm or company.

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

Which of the following statements is true of pioneers?

Which of the following is true of customer value?

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

The _____ approach to personal selling requires educating the customer about the full impact of an existing issue and clearly communicating how the solution delivers significant customer value.

Order-takers are not too involved in creative selling .

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

Which of the following statements is true of stimulus response selling?

In the business-to-business sector, buyers are increasingly sharing their opinions, identifying problems, and asking for vendor recommendations via Twitter and LinkedIn.

In the business consultant role, salespeople:

In need satisfaction selling, salespeople use a(n) _____ tactic to uncover important buyer needs.

Which of the following is a category of sales support personnel who are not typically involved in the direct solicitation of purchase orders?

Identify a true statement about the evolution of personal selling.

Trust-based relationship selling focuses on:

Tim, a sales executive at Luzu Motors, ensures customer satisfaction through continued postsale follow-up. He addresses customer queries by coordinating with various departments at Luzu Motors and getting expert advice from their personnel. In this scenario, Tim plays the role of a _____.

Building the Trust and Sales Ethics

Understanding Buyers

Communication Skills

Strategic Prospecting and Preparing for Sales Dialog

Planning Sales Dialog and Presentations

Sales Dialog: Creating and Communicating Value

Addressing Concerns and Earning Commitment

Expanding Customer Relationships

Adding Value: Self-Leadership and Teamwork

Filters

Exam 1: Overview of Personal Selling

Which of the following statements is true of order-takers?

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

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

AIDA is an acronym for _____.

Salespeople fulfill the role of _____ when they bring in income to a firm or company.

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

Which of the following statements is true of pioneers?

Which of the following is true of customer value?

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

The _____ approach to personal selling requires educating the customer about the full impact of an existing issue and clearly communicating how the solution delivers significant customer value.

Order-takers are not too involved in creative selling .

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

Which of the following statements is true of stimulus response selling?

In the business-to-business sector, buyers are increasingly sharing their opinions, identifying problems, and asking for vendor recommendations via Twitter and LinkedIn.

In the business consultant role, salespeople:

In need satisfaction selling, salespeople use a(n) _____ tactic to uncover important buyer needs.

Which of the following is a category of sales support personnel who are not typically involved in the direct solicitation of purchase orders?

Identify a true statement about the evolution of personal selling.

Trust-based relationship selling focuses on:

Tim, a sales executive at Luzu Motors, ensures customer satisfaction through continued postsale follow-up. He addresses customer queries by coordinating with various departments at Luzu Motors and getting expert advice from their personnel. In this scenario, Tim plays the role of a _____.

Building the Trust and Sales Ethics

Understanding Buyers

Communication Skills

Strategic Prospecting and Preparing for Sales Dialog

Planning Sales Dialog and Presentations

Sales Dialog: Creating and Communicating Value

Addressing Concerns and Earning Commitment

Expanding Customer Relationships

Adding Value: Self-Leadership and Teamwork

Filters