Question 1

Which of the following is a good way to remember a customer's name?

Accepted Answer

A) introduce yourself in return 
B) repeat the name immediately 
C) ask the customer about his or her favorite hobbies 
D) ask if the person enjoys his or her job 
E) relate the name to another customer's name 
A) introduce yourself in return 
B) repeat the name immediately 
C) ask the customer about his or her favorite hobbies 
D) ask if the person enjoys his or her job 
E) relate the name to another customer's name

Question 2

Which of the following is the best topic a salesperson can use to break the ice when talking with a prospect?

Accepted Answer

A) football scores 
B) compliments on clothing 
C) mutual acquaintances 
D) politics 
E) religion 
A) football scores 
B) compliments on clothing 
C) mutual acquaintances 
D) politics 
E) religion

Question 3

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 interviewing for a job in sales of a business-to-business application sold by subscription.During the interview,the interviewer asks her to tell him about a time she partnered with another person or group to achieve the other party's goal.Which example should Roni tell the interviewer?

Accepted Answer

A) Roni sold her used textbooks to a friend who was taking a course Roni had taken the previous semester. 
B) Roni audited the books of the Investment Club to make sure they were calculating earnings,interest,and fees correctly. 
C) Roni speaks Mandarin to the server at her favorite Chinese restaurant so the server will understand her more easily. 
D) Roni watched her track teammate run to analyze her gait so the teammate could choose and purchase the best shoes for her stride. 
E) Roni organized an art show of the homeless children's artwork to show what the children can do. 
A) Roni sold her used textbooks to a friend who was taking a course Roni had taken the previous semester. 
B) Roni audited the books of the Investment Club to make sure they were calculating earnings,interest,and fees correctly. 
C) Roni speaks Mandarin to the server at her favorite Chinese restaurant so the server will understand her more easily. 
D) Roni watched her track teammate run to analyze her gait so the teammate could choose and purchase the best shoes for her stride. 
E) Roni organized an art show of the homeless children's artwork to show what the children can do.

Question 4

A weak grip while shaking hands communicates weakness or:

Accepted Answer

A) strength 
B) fear 
C) dominance 
D) indifference 
E) antagonism 
A) strength 
B) fear 
C) dominance 
D) indifference 
E) antagonism

Question 5

Which of the following would be considered a secondary decision-maker?

Accepted Answer

A) a credit department staffer employed by the same company as the salesperson 
B) the administrative assistant who works for the CEO of an established customer 
C) a shipping department worker employed by the same company as the salesperson 
D) the secretary who provides support services for the sales staff 
E) the accounts payable clerk who works for the vendor 
A) a credit department staffer employed by the same company as the salesperson 
B) the administrative assistant who works for the CEO of an established customer 
C) a shipping department worker employed by the same company as the salesperson 
D) the secretary who provides support services for the sales staff 
E) the accounts payable clerk who works for the vendor

Question 6

A good general rule for salespeople to follow when choosing a wardrobe for sales is which of the following?

Accepted Answer

A) Business casual is always acceptable. 
B) The salesperson should always be dressed more formally than the client is. 
C) Men should wear blazers and button-down shirts,and women should wear heels and dresses or skirts. 
D) Observe what your customers wear and match your clothing to theirs. 
E) As long as you are a professional your clothing will have no impact on your job performance. 
A) Business casual is always acceptable. 
B) The salesperson should always be dressed more formally than the client is. 
C) Men should wear blazers and button-down shirts,and women should wear heels and dresses or skirts. 
D) Observe what your customers wear and match your clothing to theirs. 
E) As long as you are a professional your clothing will have no impact on your job performance.

Question 7

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.
-At her new job,Roni talks with a prospect who is strongly interested in the product,but does not have the budget to purchase a full year subscription.When Roni reports this to her manager,her manager says,"Turn it into a win-win!" What does the sales manager mean by this?

Accepted Answer

A) She wants Roni to sell the product to the customer at cost. 
B) She wants Roni to work with the customer to sell a length of subscription the customer can afford. 
C) She wants Roni to work with the research department to lower costs so the subscription will be able to be sold at a lower price point. 
D) She wants Roni to ask the prospect for a referral to another prospect who can buy,so the time spent with this prospect won't be a loss. 
E) She wants Roni to say a polite thanks and goodbye to the prospect and move on to the next lead. 
A) She wants Roni to sell the product to the customer at cost. 
B) She wants Roni to work with the customer to sell a length of subscription the customer can afford. 
C) She wants Roni to work with the research department to lower costs so the subscription will be able to be sold at a lower price point. 
D) She wants Roni to ask the prospect for a referral to another prospect who can buy,so the time spent with this prospect won't be a loss. 
E) She wants Roni to say a polite thanks and goodbye to the prospect and move on to the next lead.

Question 8

The win-win strategy can best be summed up as which of the following statements?

Accepted Answer

A) Both buyer and seller come away from the negotiation having given up something they originally wanted. 
B) Both buyer and seller come away from the negotiation feeling that their best interests have been served. 
C) Both buyer and seller come away from the negotiation feeling that they have made a new friend. 
D) Neither buyer nor seller comes away from the negotiation feeling that they have made progress. 
E) Neither buyer nor seller comes away from the negotiation having given up anything. 
A) Both buyer and seller come away from the negotiation having given up something they originally wanted. 
B) Both buyer and seller come away from the negotiation feeling that their best interests have been served. 
C) Both buyer and seller come away from the negotiation feeling that they have made a new friend. 
D) Neither buyer nor seller comes away from the negotiation feeling that they have made progress. 
E) Neither buyer nor seller comes away from the negotiation having given up anything.

Question 9

Which of the following is the best way of speaking to customers?

Accepted Answer

A) talking too quickly 
B) talking enthusiastically 
C) talking too slowly 
D) speaking in a dull pattern 
E) using poor speech habits 
A) talking too quickly 
B) talking enthusiastically 
C) talking too slowly 
D) speaking in a dull pattern 
E) using poor speech habits

Question 10

Win-win selling means that a salesperson sacrifices price to gain the sale.

Accepted Answer

A) True 
 B)False

Question 11

Customers almost never buy products from someone they dislike.

Accepted Answer

A) True 
 B)False

Question 12

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 concerned that she is not as experienced as the other salespeople at her company.She has been assigned a mentor who has been in the sales department of the company for ten years.How can Roni best get help from her mentor for her concerns about her own inexperience?

Accepted Answer

A) Roni can watch what her mentor does and emulate his speech and movements on the phone and with clients. 
B) Roni can ask her mentor to give her some of his qualified prospects so she will have a better chance of closing sales with them. 
C) Roni can ask him what he wish he'd known when he first started out,and what the top things he'd tell a new salesperson are. 
D) Roni can read through her mentor's call notes in the CRM system to see how frequently he contacts clients. 
E) Roni can make an effort to become friends with her mentor by taking him out for coffee. 
A) Roni can watch what her mentor does and emulate his speech and movements on the phone and with clients. 
B) Roni can ask her mentor to give her some of his qualified prospects so she will have a better chance of closing sales with them. 
C) Roni can ask him what he wish he'd known when he first started out,and what the top things he'd tell a new salesperson are. 
D) Roni can read through her mentor's call notes in the CRM system to see how frequently he contacts clients. 
E) Roni can make an effort to become friends with her mentor by taking him out for coffee.

Question 13

The salesperson who is honest,accountable,and sincerely concerned about the customer's welfare brings ________ ________ to the sale.

Accepted Answer

The answer of The salesperson who is honest,accountable,and sincerely concerned...

Question 14

The ability to monitor our own feelings and the feelings of others,and manage emotions in our relationships is referred to as:

Accepted Answer

A) emotional intelligence 
B) relationship partnering 
C) a relationship strategy 
D) self-concept 
E) a win-win relationship 
A) emotional intelligence 
B) relationship partnering 
C) a relationship strategy 
D) self-concept 
E) a win-win relationship

Question 15

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.
-One of Joelle's challenges when coaching salespeople in listening skills is overcoming the misperception that salespeople need to be better at talking than at listening so that they can persuade customers to buy.How should she present the benefits of listening to salespeople in a way that will encourage them to develop their listening skills?

Accepted Answer

A) Customers will reject salespeople who do not display signs of active listening,like nodding the head and making encouraging sounds. 
B) Customers are dubious of the signs of active listening,but are put off even more by a salesperson who does nothing but talk. 
C) Salespeople should develop listening skills as part of an overall plan of personal development,and use visualization to help solidify their listening skills. 
D) Salespeople who are good listeners develop better rapport with customers so they can more easily persuade them to buy. 
E) Salespeople who are good listeners understand customer needs better to present a product configuration that solves customer needs. 
A) Customers will reject salespeople who do not display signs of active listening,like nodding the head and making encouraging sounds. 
B) Customers are dubious of the signs of active listening,but are put off even more by a salesperson who does nothing but talk. 
C) Salespeople should develop listening skills as part of an overall plan of personal development,and use visualization to help solidify their listening skills. 
D) Salespeople who are good listeners develop better rapport with customers so they can more easily persuade them to buy. 
E) Salespeople who are good listeners understand customer needs better to present a product configuration that solves customer needs.

Question 16

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.
-AdVance focuses on traditional,chemical-rich fertilizers that deliver maximum yield for customers.With which of the following customers would AdVance be a good partner?

Accepted Answer

A) an organic heirloom grain farm 
B) a farm that grows the grain it feeds to the chickens it sells as "humanely-raised,Earth-friendly" 
C) a farm that sells grain crops for export to the chemical processing industry that relies on volume 
D) a farm that acts as a learning lab for students in local elementary schools 
E) a hobby farm owned by residents of a nearby city 
A) an organic heirloom grain farm 
B) a farm that grows the grain it feeds to the chickens it sells as "humanely-raised,Earth-friendly" 
C) a farm that sells grain crops for export to the chemical processing industry that relies on volume 
D) a farm that acts as a learning lab for students in local elementary schools 
E) a hobby farm owned by residents of a nearby city

Question 17

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.
-Which of the following is the best use of a CRM system for a salesperson for AdVance in terms of relationship strategy?

Accepted Answer

A) remembering customers' birthdays to send them cards to maintain the relationship 
B) sending emails to customers at regular intervals checking on performance of the fertilizer the customer purchased from AdVance 
C) sending emails reminding prospects that AdVance can mix custom fertilizer formulations 
D) running the numbers in the CRM system to show the salesperson's pipeline on a given day 
E) charting out what information has been given by the customer and what is still needed to complete the customer's file 
A) remembering customers' birthdays to send them cards to maintain the relationship 
B) sending emails to customers at regular intervals checking on performance of the fertilizer the customer purchased from AdVance 
C) sending emails reminding prospects that AdVance can mix custom fertilizer formulations 
D) running the numbers in the CRM system to show the salesperson's pipeline on a given day 
E) charting out what information has been given by the customer and what is still needed to complete the customer's file

Question 18

Which of the following is considered an element of nonverbal communication?

Accepted Answer

A) an email confirmation of an appointment 
B) active listening phrases 
C) choice of words to communicate facts and figures 
D) brochures about your product 
E) posture and demeanor 
A) an email confirmation of an appointment 
B) active listening phrases 
C) choice of words to communicate facts and figures 
D) brochures about your product 
E) posture and demeanor

Question 19

According to Larry Wilson,there are three keys to a partnering relationship.To establish a partnership with a customer,he suggests:

Accepted Answer

A) making sure everybody understands the purpose of the partnership 
B) being sure the relationship is primarily social rather than professional 
C) that the role of the salesperson must move from consulting to selling 
D) that the salesperson must convince the client of the need for the product 
E) using closing methods that emphasize a rapid sale 
A) making sure everybody understands the purpose of the partnership 
B) being sure the relationship is primarily social rather than professional 
C) that the role of the salesperson must move from consulting to selling 
D) that the salesperson must convince the client of the need for the product 
E) using closing methods that emphasize a rapid sale

Question 20

Which of the following is a practical approach to improving your self-image?

Accepted Answer

A) Learn to develop a positive mental attitude. 
B) Maintain a clear focus on past mistakes. 
C) Spend time getting to know your competition. 
D) Spend time each day contacting your current customers. 
E) Develop a general level of knowledge on many topics. 
A) Learn to develop a positive mental attitude. 
B) Maintain a clear focus on past mistakes. 
C) Spend time getting to know your competition. 
D) Spend time each day contacting your current customers. 
E) Develop a general level of knowledge on many topics.

Which of the following is a good way to remember a customer's name?

Which of the following is the best topic a salesperson can use to break the ice when talking with a prospect?

A weak grip while shaking hands communicates weakness or:

Which of the following would be considered a secondary decision-maker?

A good general rule for salespeople to follow when choosing a wardrobe for sales is which of the following?

The win-win strategy can best be summed up as which of the following statements?

Which of the following is the best way of speaking to customers?

Win-win selling means that a salesperson sacrifices price to gain the sale.

Customers almost never buy products from someone they dislike.

The salesperson who is honest,accountable,and sincerely concerned about the customer's welfare brings to the sale.

The ability to monitor our own feelings and the feelings of others,and manage emotions in our relationships is referred to as:

Which of the following is considered an element of nonverbal communication?

According to Larry Wilson,there are three keys to a partnering relationship.To establish a partnership with a customer,he suggests:

Which of the following is a practical approach to improving your self-image?

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

Which of the following is a good way to remember a customer's name?

Which of the following is the best topic a salesperson can use to break the ice when talking with a prospect?

A weak grip while shaking hands communicates weakness or:

Which of the following would be considered a secondary decision-maker?

A good general rule for salespeople to follow when choosing a wardrobe for sales is which of the following?

The win-win strategy can best be summed up as which of the following statements?

Which of the following is the best way of speaking to customers?

Win-win selling means that a salesperson sacrifices price to gain the sale.

Customers almost never buy products from someone they dislike.

The salesperson who is honest,accountable,and sincerely concerned about the customer's welfare brings ________ ________ to the sale.

The ability to monitor our own feelings and the feelings of others,and manage emotions in our relationships is referred to as:

Which of the following is considered an element of nonverbal communication?

According to Larry Wilson,there are three keys to a partnering relationship.To establish a partnership with a customer,he suggests:

Which of the following is a practical approach to improving your self-image?

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

The salesperson who is honest,accountable,and sincerely concerned about the customer's welfare brings to the sale.