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Sale
Q:
Most people employed in the fast-paced business world, which is constantly changing, will adopt or discard values quickly.
Q:
Product disparagement constitutes a type of business defamation.
Q:
The salesperson should use a standard entertainment activity for all customers to avoid the appearance of favoritism.
Q:
The major outcome of a business agreement based on reciprocity is a mutual exchange of benefits.
Q:
Ethical standards tend to filter down from the top of a business organization.
Q:
It is almost impossible for management to develop guidelines for sales personnel regarding the giving of gifts to customers.
Q:
According to the text, one of the "half-truths" that has influenced the erosion of character in business is that: "Corporations exist to maximize shareholder value."
Q:
Individuals with high levels of emotional intelligence rarely display the qualities needed to be successful in sales because they appear untrustworthy.
Q:
Many business organizations, professional associations and certification agencies have established written codes of ethics.
Q:
As a presentation strategy, which of the following makes the most sense for XFormation sales representatives to follow?
A) Understand all the training products they sell and how to customize a package for the customer.
B) Examine how they can add value for customers so the customers will continue to contract with XFormation on a long-term basis.
C) Rehearse the standardized presentation so extensively that it is smooth and flawless, and any prospect would buy from the salesperson.
D) Give a presentation to the customer after planning out the objectives carefully ahead of time.
E) Understand the customer's needs and what and how they need to buy.
Q:
Which of the following is the customer strategy that XFormation salespeople should use?
A) Understand all the training products they sell and how to customize a package for the customer.
B) Examine how they can add value for customers so the customers will continue to contract with XFormation on a long-term basis.
C) Give a presentation to the customer after planning out the objectives carefully ahead of time.
D) Spend enough time with the customer that the salesperson lives and breathes the customer's business.
E) Understand the customer's needs and what and how they need to buy.
Q:
Which of the following is the main goal for XFormation salespeople in terms of product strategy?
A) Create products that customers really want to buy instead of products that the company wants to sell.
B) Understand all the training products they sell and how to customize a package for the customer.
C) Examine how they can add value for customers so the customers will continue to contract with XFormation on a long-term basis.
D) Give a presentation to the customer after planning out the objectives carefully ahead of time.
E) Understand the customer's needs and what and how they need to buy.
Q:
Which of the following is an example of a relationship strategy salespeople for XFormation could use?
A) Use mirroring and other subtle methods to create rapport and a good relationship with the customer so the customer ultimately buys.
B) Understand all the training products they sell and how to customize a package for the customer.
C) Examine how they can add value for customers so the customers will continue to contract with XFormation on a long-term basis.
D) Give a presentation to the customer after planning out the objectives carefully ahead of time.
E) Understand the customer's needs and what and how they need to buy.
Q:
Salespeople for XFormation need to be able to successfully:
A) convince a prospect to buy
B) partner with the prospect to achieve the prospect's training goals
C) communicate why XFormation trainers are the best
D) make prospects like them so they will want to buy from them
E) persuade prospects that the XFormation training course will serve their needs
Q:
How can a salesperson add value to the transaction for a retail outlet buying the organizers to resell to customers?
A) by giving the outlet the same price rival calendars charge
B) by helping the outlet place the order for the organizers
C) by providing a free display stand and benefits list to outlets to help them sell
D) by delivering the organizers to the outlets
E) by penalizing outlets that do not sell many organizers with a smaller discount off retail price
Q:
Company management is having a difficult time deciding whether to allot more money to a marketing campaign involving ad buys and promotional events, or to a staff of sales representatives to sell the organizers. What factor should they consider in allotting the budget?
A) A national marketing campaign can cost more than the yearly salaries of an entire sales department.
B) A marketing campaign can reach prospects in several geographic areas at the same time.
C) Salespeople can visit several retail outlets a day.
D) Salespeople work on commission.
E) Even with a marketing campaign, retail outlets will need to order through and be trained on product knowledge by salespeople.
Q:
Because this product looks similar to other products and only differentiates itself when a customer uses it, customers might be more influenced to buy it because of:
A) advertising on websites geared to women
B) marketing campaigns in non-traditional outlets
C) word of mouth endorsements from other mothers
D) teacher recommendations
E) telephone marketing campaigns
Q:
As part of the marketing mix, the makers of the calendar will be running an advertising campaign directed at working mothers. Another part of the marketing mix is sending salespeople to sell:
A) calendars to retail outlets
B) calendars to working mothers
C) organizational skills to working mothers
D) nostalgia to organizers
E) organizational skills to online reviewers
Q:
The product was developed by gathering focus groups of mothers and asking them what they need and what they wish normal planners offered them. This method of product development most likely:
A) is costly and inefficient
B) is performed by the marketing department
C) subscribes to the marketing concept
D) reduces the barriers to purchasing
E) is a method developed in the last decade
Q:
While making a sales presentation to the head of a local company, Jenny discovers that the head is routinely stopped and delayed at airport security because of a joint replacement that sets off alarms but doesn't show up easily in the x-ray machines. This adds another 3-4 hours to some trips, and has caused him to miss 10 flights in the previous year. This conversation is:
A) need identification
B) relationship building
C) price negotiation
D) qualifying the prospect
E) post-sales service
Q:
At a party, Jenny talks to a flight attendant who mentions the passenger she had in first class who needed a second seat for his oxygen and other medical equipment. Jenny realizes that modifying buses for medical needs instead of luxury could open a whole new market. This is an example of:
A) product strategy
B) transactional selling
C) the persuader stage
D) the marketing mix
E) the marketing concept
Q:
Which of the following would be an example of partnering?
A) selling a customized bus to the CEO of the bus manufacturer
B) renting customized buses to corporate customers through a car service agency that services corporations
C) using the same brand of paint on all the buses they customize
D) developing s standardized process to ensure the buses all receive the same steps, with differences within those steps
E) creating two or more identical customizations for the same customer
Q:
During a presentation, when communicating the value proposition to the customer, Jenny should most likely focus on:
A) the features that make the bus special
B) how much money driving a bus saves over chartering a plane
C) how the bus will solve problems for the customer
D) the gas mileage the bus gets
E) the materials used in the modification of the bus
Q:
Jenny is working on her sales strategy for a mid-sized town in her territory. One of her ideas is to stretch out of the traditional prospect pool of traveling performers, who are not headquartered in the Upper Midwest, and open up new markets with corporations that need customized buses for executives.
This thinking process Jenny is participating in is called:
A) the value proposition
B) the marketing mix
C) presentation strategy
D) strategic planning
E) optimization
Q:
List and describe the five strategic steps of the Strategic Consultative/ Selling Model.
Q:
List the four parts of the marketing mix.
Q:
A(n) ________ is a carefully conceived plan that will result in maximum responsiveness to customers.
Q:
A(n) ________ is a well thought-out plan for establishing, building and maintaining quality selling relationships.
Q:
________ evolved because of broader and more diverse product lines, demand for specific customized solutions, and more competition.
Q:
Peter Drucker stated that "the ________ defines the business."
Q:
________ selling can be defined as a series of creative improvements within the sales process that enhance the customer experience.
Q:
Which of the following is a step to creating and delivering the customer value model?
A) creating the customer's value needs
B) creating the value proposition
C) quantifying the value proposition
D) questioning the value proposition
E) presenting the value proposition
Q:
The effective exchange of information is the foundation of most economic transactions. This is known as:
A) exchange theory
B) personal selling
C) the value-added economy
D) the information economy
E) the post-consumer economy
Q:
The process of building and maintaining strong customer relationships by providing customer value is called:
A) marketing concept
B) value-added selling
C) customer relationship management
D) personal sales philosophy
E) customer strategy
Q:
CRM software is used to manage information about:
A) research and development
B) competitors
C) prospects and customers
D) strategy
E) market trends
Q:
Maintaining high ethical standards:
A) can strengthen your relationship with a customer
B) should be secondary to closing a sale
C) is rare in the world of sales
D) will lead to lost revenue for a company
E) often puts you in conflict with your customers
Q:
For a strategic alliance to be successful, the first step is for a company to:
A) enlist legal assistance to make sure its interests are protected
B) talk to the customer to discover what its needs are
C) assemble a team of product experts
D) define the ethical guidelines that will apply to the alliance
E) find out as much about the proposed partner as possible
Q:
Achieving a marketplace advantage by teaming up with another company whose products or services fit well with your own is referred to as a:
A) marketing strategy
B) customer strategy alliance
C) sales strategy
D) strategic selling alliance
E) successive sales alliance
Q:
Account managers from Dentsply International help add value for their dentist customers by:
A) giving them cheaper prices for larger orders
B) selling more products than the competition
C) helping them solve a workplace safety issue for hygienists
D) providing various payment options
E) expediting shipments during busier months
Q:
A partnership is beneficial for both parties because the successive sales are:
A) equal to the initial sales
B) greater than the initial or repeat sales
C) not necessarily guaranteed
D) a function of the price of the product
E) transactional in nature
Q:
The highest form of partnering is the:
A) marketing alliance
B) value-added alliance
C) partnering alliance
D) customer partnership alliance
E) strategic selling alliance
Q:
Customer loyalty depends on quality products and:
A) quality relationships
B) low prices
C) free shipping
D) custom installation
E) little contact
Q:
The evolution of strategic selling can most likely be traced to:
A) a need to use fewer salespeople to sell more products
B) the growing demand for less expensive products
C) the need for salespeople to master sales force automation practices
D) new sources of raw materials
E) several trends that resulted in a more complex selling environment
Q:
When a marketer decides to adopt partnering, emphasis will most likely be placed on:
A) selling strategies
B) product development
C) selling tactics
D) the customer
E) the salesperson
Q:
The customer strategy always takes into consideration:
A) maintaining a close partnership
B) what the customer needs
C) the profit margins of the product
D) the relationship between the selling partners
E) the company's sales quotas
Q:
Preparing objectives for the sales demonstration and a plan to reach those objectives is the:
A) product strategy
B) customer strategy
C) presentation strategy
D) relationship strategy
E) marketing strategy
Q:
The four broad strategic areas of the Strategic/Consultative Selling Model are:
A) connected to each other
B) in conflict with each other
C) independent of each other
D) not independent of each other
E) identical to each other
Q:
Eric Villa obtained a license to sell real estate and then accepted a sales position with a local Century 21 agency. To prepare for this new position, he purchased and read a research report entitled "Buying Habits of Today's Home Buyers." Mr. Villa is most likely attempting to develop a:
A) presentation strategy
B) product strategy
C) customer strategy
D) relationship strategy
E) price strategy
Q:
One broad strategic area of the Strategic/Consultative Selling Model is:
A) marketing strategy
B) research strategy
C) customer strategy
D) service strategy
E) budget strategy
Q:
Sharon Wiley is a sales representative employed by a leading producer of pharmaceuticals used in veterinary medicine. Recently she attended a university-sponsored seminar that focused on new research findings in selected areas of veterinary medicine. Ms. Wiley is most likely attempting to develop a:
A) relationship strategy
B) customer strategy
C) service strategy
D) presentation strategy
E) product strategy
Q:
A well-thought-out plan for establishing, building, and maintaining quality relationships is a:
A) relationship strategy
B) customer strategy
C) product strategy
D) presentation strategy
E) personal selling philosophy
Q:
In a market characterized by vigorous competition, look-alike products and customer loyalty that depends on quality relationships as well as quality products, the salesperson should fully utilize the:
A) product strategy
B) customer strategy
C) presentation strategy
D) relationship strategy
E) marketing strategy
Q:
The promotion element of a marketing program can be subdivided into the areas of:
A) sales, promotion, and advertising
B) market research, personnel, and product publicity
C) product research, product design, product production, and product publicity
D) public relations, place, personal selling, and personnel
E) sales promotion, public relations, personal selling, and advertising
Q:
The marketing mix consists of product, promotion, place, and:
A) personnel
B) principle
C) perfection
D) pride
E) price
Q:
When UPS was first established, founder Jim Casey described the firm's focus as follows:
A) to become a leader in international shipping
B) to become the world's most profitable company
C) to render perfect service to our stores and their customers
D) to become the world's most efficient shipping company
E) to become the fastest shipper in the world
Q:
Which of the following statements would NOT be an application of the marketing concept?
A) Let's speed up production and get these products to customers faster by eliminating the field test.
B) Let's show these product designs to some prospective buyers for their reactions.
C) Let's examine our points of distribution to see if we're reaching the market effectively.
D) Let's do some research to see which colors the consumers prefer.
E) Let's ask customers which products they used most heavily.
Q:
The ultimate goal of the "marketing concept" is:
A) product diversification
B) customer satisfaction
C) brand loyalty
D) rising profit margins
E) efficiency of production
Q:
Which of the following statements accurately describes value-added selling?
A) Value-added selling has emerged as a response to the product strategy.
B) Value-added selling has emerged as a response to the customer economy.
C) Value-added selling surfaced during the era of transactional selling.
D) Value-added selling would not be an appropriate strategy in international markets.
E) Value-added selling is only appropriate for services, not products.
Q:
Sales departments and marketing departments often compete for:
A) the largest number of employees in the company
B) the biggest customers
C) financial resources and budget share
D) management's favor
E) product to give away
Q:
The development of a personal selling philosophy most likely involves:
A) a full acceptance of the limits of the marketing concept
B) a full appreciation of the tenets of the free enterprise system
C) a desire to sell internationally
D) assuming the role of a problem-solver in helping customers make complex buying decisions
E) assuming the role of a competitor for customers' business
Q:
In consultative selling, the customer is seen as:
A) a person to be served
B) a prospect to be sold
C) a point on the funnel
D) progress toward a quota
E) a challenge to be overcome
Q:
The goal of strategic selling alliances is to achieve a marketplace advantage by teaming up with another company whose products fit well with your own.
Q:
The partnering concept, as an enhancement of personal selling, became very popular in the 1970s.
Q:
A major reason for the demise of the product solution is the growing number of look-alike products.
Q:
The presentation strategy includes a reminder that outstanding service should be the overriding theme of every sales presentation.
Q:
Typical salespeople spend about 30 percent of their time in actual face-to-face selling situations.
Q:
The four major strategies that form the strategic/consultative selling model are independent of one another.
Q:
Consultative-style selling, which emerged in the late 1960s and early 1970s, is an extension of the marketing concept.
Q:
A "strategy" can be best described as a collection of techniques, practices, or methods you use when you are face to face with a customer.
Q:
Consultative-style selling practices have become popular because they can be easily mastered.
Q:
When measured by either the number of people employed or expenses as a percentage of sales, personal selling is often the major promotional method used by American businesses.
Q:
E-commerce has contributed to the decline in popularity of transactional selling.
Q:
Business firms vary in terms of how strongly they support the marketing concept.
Q:
Value-added selling can be defined as a series of creative improvements within the sales process that enhance the customer experience.
Q:
A company that ignores the marketing concept will not have any negative effects.
Q:
Customer relationship management (CRM) software aids salespeople in creating and maintaining relationships with customers.
Q:
The customer service representatives employed by the company for after-sales support are likely to need:
A) training to learn to speak standard American English and lose accents they have
B) to be instructed in basic telephone manners and standards of politeness
C) mileage allowances for the time they will spend visiting client sites to physically install the software
D) special sales skills that allow them to close particularly difficult sales
E) specialized technical skills to assist customer companies in installing and implementing the software
Q:
To train the sales reps, the company should most likely:
A) ask the sales reps to read three classic sales texts and engage in a role-playing workshop
B) hire a trainer who understands sales techniques to train the sales reps in groups of three
C) send the sales reps to a standardized course that teaches sales theory
D) develop an in-house training course focused on product knowledge supplemented by a refresher in sales techniques delivered by a hired company
E) send the sales reps to shadow the product developers to learn how they develop products for the company
Q:
How does a sales rep most likely create value for the customer with this product?
A) Sell the customer the exact components that will integrate with the customer's current system.
B) Speed the transaction along so that the customer can purchase quickly.
C) Offer a lower price if the customer buys more than one system.
D) Offer to demonstrate the product in the customer's office.
E) Allow the customer to see a demo of the product online to see how they will be able to use the product.
Q:
To effectively and efficiently sell the product, what type of salespeople should the company hire?
A) inside sales reps
B) outside sales reps
C) detail reps
D) missionary reps
E) direct sales reps