Question 1

A series of creative improvements in the sales process that enhance the customer experience is also known as:

Accepted Answer

A) relationship modeling 
B) customer-oriented sales 
C) value-added selling 
D) transactional selling 
E) managing relationships 
A) relationship modeling 
B) customer-oriented sales 
C) value-added selling 
D) transactional selling 
E) managing relationships C

Question 2

AdVance Corporation is a company that formulates and manufactures fertilizers for the farming industry.The company produces several standardized formulas that can be purchased directly through the retail arms of the company,but it also formulates custom fertilizers for farms.
-John Collins has been a sales rep for AdVance for 18 years.When he began his career with AdVance he followed the money and sold to any customer he could convince to buy.In the last 15 years,however,he has been focusing on acting with integrity in every selling situation.As a result,he has discovered that his immediate close rate on sales has gone down,but that he has developed a highly profitable group of long-term customers.What principle does this demonstrate?

Accepted Answer

A) transactional sales are built on lower prices 
B) acting with integrity can be counterproductive to a salesperson 
C) no amount of professional success is worth sacrificing integrity 
D) a sales rep can have a long career even with low sales 
E) trust is the necessary basis for a long-term relationship 
A) transactional sales are built on lower prices 
B) acting with integrity can be counterproductive to a salesperson 
C) no amount of professional success is worth sacrificing integrity 
D) a sales rep can have a long career even with low sales 
E) trust is the necessary basis for a long-term relationship E

Question 3

Joelle Williams is a personal coach who works primarily with sales representatives at the Colotel Corporation,a company that manufactures and sells copiers and peripherals.Joelle works on manners,nonverbal cues,and personal goal setting with the Colotel sales reps.The company prides itself on hiring locally for each office and using regional ties as well as cultured manners to advance relationships with customers.
-Joelle has found that in some regional areas,punctuality and lateness are seen as bigger signifiers than they are in other regional areas.How should she teach sales reps to approach punctuality for appointments?

Accepted Answer

A) Lateness only matters if the prospect is on time and notices that the sales rep is late. 
B) Lateness is relative,and prospects in certain areas will expect a sales rep to be late. 
C) Lateness shows familiarity with the prospect,so it is a way to establish rapport,and punctuality can be off-putting. 
D) Lateness disrespects the prospect's time,so be slightly early for every appointment,no matter where it is. 
E) Lateness is not an important factor for most prospects,so salespeople should not be overly concerned with it. 
A) Lateness only matters if the prospect is on time and notices that the sales rep is late. 
B) Lateness is relative,and prospects in certain areas will expect a sales rep to be late. 
C) Lateness shows familiarity with the prospect,so it is a way to establish rapport,and punctuality can be off-putting. 
D) Lateness disrespects the prospect's time,so be slightly early for every appointment,no matter where it is. 
E) Lateness is not an important factor for most prospects,so salespeople should not be overly concerned with it. D

Question 4

An empathizer is someone who understands the ways humans interact.

Accepted Answer

A) True 
 B)False

Question 5

A ________ is usually the only physical contact one makes during a sales call.

Accepted Answer

The answer of A ________ is usually the only physical...

Question 6

Roni Harris is a college student in the business department of her local university.She came in to college thinking she wanted to become an Accounting major,but discovered that she is interested in product marketing and in sales.
-Roni is carrying a full course load this semester,belongs to the Student Investment Club,is studying Mandarin Chinese,runs with the track team,and has been volunteering with an art therapy program to help homeless children process their emotions. Which of those activities will be of most help to her in a career in selling?

Accepted Answer

A) Studying is most important because she will know all the rules of selling correctly. 
B) Investing is most important because she will understand how money works and will make good sales decisions. 
C) Speaking Chinese is most important so that she can sell to international customers. 
D) Staying physically fit is most important because a healthy appearance will attract customers to her. 
E) Volunteering is most important because it will develop her sense of empathy and her relationships skills to understand customers and their needs. 
A) Studying is most important because she will know all the rules of selling correctly. 
B) Investing is most important because she will understand how money works and will make good sales decisions. 
C) Speaking Chinese is most important so that she can sell to international customers. 
D) Staying physically fit is most important because a healthy appearance will attract customers to her. 
E) Volunteering is most important because it will develop her sense of empathy and her relationships skills to understand customers and their needs.

Question 7

The CARE model helps salespeople add value to their relationships with customers.

Accepted Answer

A) True 
 B)False

Question 8

The three major relationship challenges are building new relationships,transforming relationships from personal to professional,and:

Accepted Answer

A) projecting a professional image 
B) managing relationships 
C) developing empathy 
D) developing rapport 
E) adding value 
A) projecting a professional image 
B) managing relationships 
C) developing empathy 
D) developing rapport 
E) adding value

Question 9

Emotional intelligence refers to the capacity for monitoring our own feelings and those of others,along with motivating ourselves and managing our emotions.

Accepted Answer

A) True 
 B)False

Question 10

AdVance Corporation is a company that formulates and manufactures fertilizers for the farming industry.The company produces several standardized formulas that can be purchased directly through the retail arms of the company,but it also formulates custom fertilizers for farms.
-A sales rep from AdVance spends several months with the buyer for a company that owns a dozen farms understanding the buyer's needs,and puts together a proposal for several fertilizers produced for the company's specific needs.When the sale is about to close,the buyer decides to purchase a cheaper,premade,standardized formula from another supplier.What is the most likely explanation of the outcome of the interaction?

Accepted Answer

A) The salesperson saw the sale as a partnering relationship while the buyer saw it as a transactional sale. 
B) The salesperson saw the sale as a transactional relationship while the buyer saw it as a partnering sale. 
C) The salesperson and buyer did not get along personally,so the buyer did not buy from the salesperson on principle. 
D) The salesperson did not understand the buyer's needs and proposed fertilizer formulas that weren't exactly right for the buyer. 
E) The buyer never intended to purchase from AdVance. 
A) The salesperson saw the sale as a partnering relationship while the buyer saw it as a transactional sale. 
B) The salesperson saw the sale as a transactional relationship while the buyer saw it as a partnering sale. 
C) The salesperson and buyer did not get along personally,so the buyer did not buy from the salesperson on principle. 
D) The salesperson did not understand the buyer's needs and proposed fertilizer formulas that weren't exactly right for the buyer. 
E) The buyer never intended to purchase from AdVance.

Question 11

________ can be defined as a strategically developed,high quality,long-term relationship that focuses on solving the customer's buying problem.

Accepted Answer

The answer of ________ can be defined as a strategically...

Question 12

The rules about how to dress in the business community are:

Accepted Answer

A) so varied that no general guidelines can be established 
B) subject to some general guidelines 
C) clearly defined for most occupations 
D) clearly defined for most occupations with the exception of personal selling 
E) clearly defined in the literature but not commonly understood by the layman 
A) so varied that no general guidelines can be established 
B) subject to some general guidelines 
C) clearly defined for most occupations 
D) clearly defined for most occupations with the exception of personal selling 
E) clearly defined in the literature but not commonly understood by the layman

Question 13

Roni Harris is a college student in the business department of her local university.She came in to college thinking she wanted to become an Accounting major,but discovered that she is interested in product marketing and in sales.
-Roni discovers that she and a prospect belonged to the same sorority at different colleges in different decades.Should Roni mention this to the prospect?

Accepted Answer

A) No.Roni should not attempt to use this commonality to gain an unfair advantage in selling. 
B) No.The prospect will be unlikely to be interested in any commonalities she shares with Roni. 
C) Yes.Roni should ask the prospect detailed questions about what sorority life was like ten years earlier in an attempt to understand the older generation. 
D) Yes.Roni should mention the commonality as a way to establish initial rapport with the prospect. 
E) Yes.Roni should exploit the commonality to become friends with the prospect and see each other socially so the prospect will definitely buy from Roni. 
A) No.Roni should not attempt to use this commonality to gain an unfair advantage in selling. 
B) No.The prospect will be unlikely to be interested in any commonalities she shares with Roni. 
C) Yes.Roni should ask the prospect detailed questions about what sorority life was like ten years earlier in an attempt to understand the older generation. 
D) Yes.Roni should mention the commonality as a way to establish initial rapport with the prospect. 
E) Yes.Roni should exploit the commonality to become friends with the prospect and see each other socially so the prospect will definitely buy from Roni.

Question 14

Generally speaking,a firm handshake will communicate:

Accepted Answer

A) overeagerness 
B) ambiguity 
C) an image of strength 
D) abruptness 
E) aloofness 
A) overeagerness 
B) ambiguity 
C) an image of strength 
D) abruptness 
E) aloofness

Question 15

In terms of relationship building,which type of selling is often the most challenging?

Accepted Answer

A) transactional selling 
B) generic selling 
C) strategic alliance selling 
D) consultative selling 
E) missionary selling 
A) transactional selling 
B) generic selling 
C) strategic alliance selling 
D) consultative selling 
E) missionary selling

Question 16

Research in the field of communications reveals that:

Accepted Answer

A) a person's intention may not translate into the verbal message the person conveys 
B) nonverbal behaviors seldom reinforce verbal messages 
C) the meaning we attach to what is said by another person depends little on visual and auditory data 
D) nonverbal behaviors do not contradict verbal messages 
E) words play a surprisingly small role in the communications process 
A) a person's intention may not translate into the verbal message the person conveys 
B) nonverbal behaviors seldom reinforce verbal messages 
C) the meaning we attach to what is said by another person depends little on visual and auditory data 
D) nonverbal behaviors do not contradict verbal messages 
E) words play a surprisingly small role in the communications process

Question 17

________ ________ is shaped by the ideas,attitudes,feelings,and other thoughts you have about yourself that influence the way you relate to others.

Accepted Answer

The answer of ________ ________ is shaped by the ideas,attitudes,feelings,and...

Question 18

An effective model of creating rapport and building relationships with customers includes:

Accepted Answer

A) convince 
B) ask 
C) respond 
D) explain 
E) involve 
A) convince 
B) ask 
C) respond 
D) explain 
E) involve

Question 19

Ego drive propels a salesperson to attempt to close a sale.

Accepted Answer

A) True 
 B)False

Question 20

Research indicates that when two people communicate,nonverbal messages convey:

Accepted Answer

A) much less impact than verbal messages 
B) slightly less impact than verbal messages 
C) slightly more impact that verbal messages 
D) much more impact than verbal messages 
E) the same impact as verbal messages 
A) much less impact than verbal messages 
B) slightly less impact than verbal messages 
C) slightly more impact that verbal messages 
D) much more impact than verbal messages 
E) the same impact as verbal messages

A series of creative improvements in the sales process that enhance the customer experience is also known as:

An empathizer is someone who understands the ways humans interact.

A ________ is usually the only physical contact one makes during a sales call.

The CARE model helps salespeople add value to their relationships with customers.

The three major relationship challenges are building new relationships,transforming relationships from personal to professional,and:

Emotional intelligence refers to the capacity for monitoring our own feelings and those of others,along with motivating ourselves and managing our emotions.

________ can be defined as a strategically developed,high quality,long-term relationship that focuses on solving the customer's buying problem.

The rules about how to dress in the business community are:

Generally speaking,a firm handshake will communicate:

In terms of relationship building,which type of selling is often the most challenging?

Research in the field of communications reveals that:

is shaped by the ideas,attitudes,feelings,and other thoughts you have about yourself that influence the way you relate to others.

An effective model of creating rapport and building relationships with customers includes:

Ego drive propels a salesperson to attempt to close a sale.

Research indicates that when two people communicate,nonverbal messages convey:

Relationship Selling Opportunities in the Information Economy

Evolution of Selling Models That Compliment the Marketing Concept

Communication Styles: a Key to Adaptive Selling Today

Ethics: the Foundation for Relationships in Selling

Creating Product Solutions

Product-Selling Strategies That Add Value

The Buying Process and Buyer Behavior

Developing and Qualifying a Prospect Base

Approaching the Customer With Adaptive Selling

Determining Customer Needs With a Consultative Questioning Strategy

Creating Value With the Consultative Demonstration

Negotiating Buyer Concerns

Adapting the Close and Confirming the Partnership

Servicing the Sale and Building the Partnership

Opportunity Management: the Key to Greater Sales Productivity

Management of the Sales Force

Filters

Exam 3: Creating Value With a Relationship Strategy

A series of creative improvements in the sales process that enhance the customer experience is also known as:

An empathizer is someone who understands the ways humans interact.

A ________ is usually the only physical contact one makes during a sales call.

The CARE model helps salespeople add value to their relationships with customers.

The three major relationship challenges are building new relationships,transforming relationships from personal to professional,and:

Emotional intelligence refers to the capacity for monitoring our own feelings and those of others,along with motivating ourselves and managing our emotions.

________ can be defined as a strategically developed,high quality,long-term relationship that focuses on solving the customer's buying problem.

The rules about how to dress in the business community are:

Generally speaking,a firm handshake will communicate:

In terms of relationship building,which type of selling is often the most challenging?

Research in the field of communications reveals that:

________ ________ is shaped by the ideas,attitudes,feelings,and other thoughts you have about yourself that influence the way you relate to others.

An effective model of creating rapport and building relationships with customers includes:

Ego drive propels a salesperson to attempt to close a sale.

Research indicates that when two people communicate,nonverbal messages convey:

Relationship Selling Opportunities in the Information Economy

Evolution of Selling Models That Compliment the Marketing Concept

Communication Styles: a Key to Adaptive Selling Today

Ethics: the Foundation for Relationships in Selling

Creating Product Solutions

Product-Selling Strategies That Add Value

The Buying Process and Buyer Behavior

Developing and Qualifying a Prospect Base

Approaching the Customer With Adaptive Selling

Determining Customer Needs With a Consultative Questioning Strategy

Creating Value With the Consultative Demonstration

Negotiating Buyer Concerns

Adapting the Close and Confirming the Partnership

Servicing the Sale and Building the Partnership

Opportunity Management: the Key to Greater Sales Productivity

Management of the Sales Force

Filters

is shaped by the ideas,attitudes,feelings,and other thoughts you have about yourself that influence the way you relate to others.