Deck 11: Personal Selling

Question 1

Two types of direct selling are telemarketing and online selling.

Answer 1

True

Question 2

Generally speaking, a low-key approach involving positive customer contact is the best way to ensure sales success in retail.

Answer 2

True

Question 3

Luis wants to develop a strong relationship strategy. This means he wants to successfully establish, build, and maintain customers.

Answer 3

True

Question 4

Telemarketing decreases productivity by increasing direct-selling costs.

Question 5

Selling has evolved since the 1970s, passing through three distinct stages: consultative selling, relationship selling, and partnership selling.

Question 6

Good salespeople know the competitors' products almost as well as their own.

Question 7

In demonstrations it is best to maintain control over product performance by having only the salesperson interact with the product.

Question 8

A salesperson needs to take wardrobe into consideration since it can make a significant impact in building one's credibility and likeability with customers.

Question 9

Consultative selling takes strategic selling to the next level.

Question 10

Product configuration is especially important in complex selling situations.

Question 11

Partnership selling is also called Customer Relationship Management or CRM.

Question 12

A salesperson's job is done once the deal has been closed and the product paid for.

Question 13

When a sales representative from Kraft call on the head office of a grocery chain such as Safeway, they are engaged in retail selling.

Question 14

Advertising and promotions create awareness and interest, whereas personal selling creates desire and action.

Question 15

To be successful, a salesperson must focus on three primary areas: personal characteristics, verbal communications, and non-verbal communications.

Question 16

Durability, design, and economy of design can all fall under product benefits.

Question 17

The primary tasks of a salesperson are to gather market intelligence, solve customer's problems, locate and maintain customers, and provide follow-up service.

Question 18

A salesperson is born with the personal characteristics required to be an effective salesperson or not; it is difficult to train a person to exhibit these personal characteristics.

Question 19

It is important for a salesperson to know how a product was developed, how much it cost to develop, and why it was developed since a company's focus on research and development can be a competitive advantage in a sales presentation.

Question 20

Good salespeople know when to close is often referred to as the "sixth sense" of selling.

Question 21

Discuss the intangible skills that separate successful salespeople from everyone else.

Question 22

Shakira's job requires her to generate leads, qualify leads, and collect market intelligence. Shakira works in the area of

A) inside sales.
B) online sales.
C) field sales.
D) telemarketing.
E) customer service.

Question 23

Selling requires advance preparation in three knowledge areas. Describe these three areas.

Question 24

At Future Shop, an electronics store, salespeople spend time with customers offering courteous service, and then close the sale on site. This is an example of

A) business-to-business selling.
B) order taking.
C) retail selling.
D) direct selling.
E) telemarketing.

Question 25

Discuss the difference between a feature and a benefit, citing an example to illustrate.

Question 26

List some preparation tips that help lead one to selling success.

Question 27

Face-to-face communication involving the presentation of features and benefits of a product or service to a buyer is called

A) public relations.
B) sales promotion.
C) personal selling.
D) presenting.
E) direct marketing.

Question 28

The quality of service offered at the point of purchase and the degree of satisfaction the customer receives usually influence ___________ in retail selling.

A) competitors
B) repeat transactions
C) qualifying incoming leads
D) the manager
E) add-on sales

Question 29

What is the difference between a trial close and closing?

Question 30

In this type of selling, salespeople either sell products for use in the production and sale of other products, or sell products to channel members who in turn resell them.

A) retail selling
B) in-home selling
C) business-to-business selling
D) direct selling
E) telemarketing

Question 31

What advice would you give someone who wanted to develop the personal characteristics necessary for success in selling?

Question 32

Explain the four key areas of responsibility for a salesperson.

Question 33

Discuss the key elements of relationship selling.

Question 34

Avery direct selling job is to qualify customers. This means her role is to assess if a prospect needs a product, has the authority to buy it, and

A) was satisfied with the last purchase from her company.
B) has the ability to pay for it.
C) needs to obtain it in the next six months.
D) knows the price.
E) trusts the company she works for.

Question 35

Personal selling can be divided into three main areas: retail selling, business-to-business selling, and

A) direct selling.
B) consultative selling.
C) features and benefits selling.
D) B2B selling.
E) non-retail selling.

Question 36

Explain why organizations are adapting to the changing marketplace within partnership selling.

Question 37

Personal selling is divided into three main areas. What are these areas and how are they different?

Question 38

Describe the difference between a field sales force and an inside sales force.

Question 39

What are the key activities undertaken by salespeople in the prospecting step of the selling process?

Question 40

What does "companies sell relationships, not products" mean?

Question 41

Peter sells industrial chemicals. He works hard to deal with each customer as an individual and tailors his presentations to show his customers how his products will meet their unique needs. Peter is practicing

A) order taking.
B) telemarketing.
C) direct selling.
D) consultative selling.
E) strategic selling.

Question 42

If you were asked to give advice to someone on how to develop a positive self-image, what would you discuss?

A) good manners
B) eye contact
C) suitable attire
D) attention to personal appearance
E) All of the above will help develop a positive self-image

Question 43

Inside a selling strategy the salesperson must effectively position the product in the customer's mind by relating the right benefits to a unique ___________ or situation that the customer presents.

A) presentation
B) style
C) problem
D) goal
E) perspective

Question 44

A strategically developed long-term relationship that involves selling products and providing comprehensive after-sales service and effective two-way communications to ensure complete customer satisfaction is also called

A) strategic selling.
B) relationship selling.
C) partnership selling.
D) presentation selling.
E) personal selling.

Question 45

What advice, with respect to personal characteristics, would you give to someone wanted to be successful in personal selling?

A) Be patient and let customers come to you.
B) Be the "know-it-all."
C) Be timid letting the customer appear in control.
D) Stand firm so the customer does not think they can push you around.
E) Be a good listener.

Question 46

Sue sells industrial paper. She works hard to build a long-term relationship with customers and believes in building rapport and trust with her customers. Sue is practicing

A) relationship selling.
B) long term selling.
C) transactional selling.
D) consultative selling.
E) strategic selling.

Question 47

An organization's external sales representatives who regularly call on customers to pursue orders are also called the company's

A) telemarketing sales force.
B) field sales force.
C) online sales force.
D) inside sales force.
E) direct sales force.

Question 48

A Xerox salesperson selling a photocopier to another company for use in its daily operations is an example of

A) business-to-business selling.
B) retail selling.
C) order taking.
D) telemarketing.
E) direct selling.

Question 49

A form of selling with the goal of developing a plan of action that establishes, builds, and maintains a long-term relationship with customers is called

A) long term selling.
B) strategic selling.
C) consultative selling.
D) direct selling.
E) relationship selling.

Question 50

Successful salespeople effectively blend together verbal and __________ communications.

A) visual
B) written
C) personal
D) digital
E) non-verbal

Question 51

Preparation and knowledge is key to the success of a salesperson. Knowledge is divided into three areas: product knowledge, company knowledge, and

A) customer knowledge.
B) service knowledge.
C) competitor knowledge.
D) price knowledge.
E) self knowledge.

Question 52

A form of selling that stresses open, two-way communication between a buyer and a seller is called

A) direct selling.
B) order taking.
C) consultative selling.
D) strategic selling.
E) relationship selling.

Question 53

A good salesperson develops a __________ strategy so as to have a plan on how to identify customer needs, summarize benefits, and prepare for potential objections.

A) daily
B) script
C) relationship
D) to do list
E) presentation

Question 54

__________ selling stresses open two-way communication between sellers and buyers.

A) Strategic
B) Consultative
C) Personal
D) Business-to-business
E) Retail

Question 55

A form of consultative selling that involves dealing with each customer as an individual, stressing that in the transfer of product information is called

A) sales promotion.
B) strategic selling.
C) relationship selling.
D) direct selling.
E) consultative selling.

Question 56

Changing conditions in the marketplace have fostered the concept of __________ selling.

A) partnership
B) direct
C) presentation
D) retail
E) negotiation

Question 57

Diego is involved in a complex sales situation and in order to meet his customer's needs, he needs to bring together various products and services to form a solution for his customer. This is called

A) direct selling.
B) consultative selling.
C) strategic selling.
D) product configuration.
E) combination selling.

Question 58

Telemarketing and online selling are two types of

A) consultative selling.
B) direct selling.
C) personal selling.
D) relationship selling.
E) business-to-business selling.

Question 59

Abdul wants to be a successful salesperson. To do so he must focus on three primary areas: verbal communications, non-verbal communications and

A) personal characteristics.
B) body language.
C) consulting skills.
D) relationships.
E) presentation skills.

Question 60

David wants to implement the consultative selling process. That means his initial task with a customer is to

A) make a sales presentation.
B) discover a need or set of needs.
C) do a lot of talking.
D) take an order.
E) highlight the features and benefits of their product.

Question 61

Petra sells life insurance. She has spent several weeks and a number of meetings with a couple considering the purchase of life insurance. At the end of his most recent meeting with them she asked confidently "Can I sign you up for this insurance policy effective on Monday?" Which closing technique does this illustrate?

A) take-away close
B) summary of benefits close
C) alternative-choice close
D) direct close
E) trial close

Question 62

Larry Rosen, president of upscale clothier Harry Rosen, speaks of customers this way "We don't look at a person in terms of an immediate sale. We look at him in terms of potential lifetime value." This shows the importance of what step in the personal selling process?

A) closing
B) approach
C) follow-up
D) prospecting
E) objection handling

Question 63

Prospects almost always express resistance. An objection is really

A) a start of a new relationship.
B) a cue for more information.
C) a point of agreement.
D) a firm "no".
E) an indication to end the sales call.

Question 64

__________ consists of asking for the order, and it is the most difficult step in the process of selling.

A) Objection
B) Closing
C) Trial close
D) Approach
E) Pre-approach

Question 65

Red River College offers a Business Administration Program with small class sizes allowing students to get more individualized attention and support from instructors. The small class size is a product __________ and the fact that the get more individualized attention and support is a __________.

A) benefit, advantage
B) feature, attribute
C) benefit, feature
D) feature, characteristic
E) feature, benefit

Question 66

Jules just received an objection from his customer during a sales presentation. What would be the worst thing he could do with the customer in order to move forward?

A) call upon the product itself
B) strongly disagree
C) discuss case studies
D) talk about test results
E) use testimonials

Question 67

Louise has scheduled a __________ with her customer in order to show the product in action and substantiate the claims made about the product.

A) follow up call
B) pre-approach
C) demonstration
D) referral
E) presentation

Question 68

The process of calling on people or organizations without appointments or advance knowledge of them is called

A) referral.
B) qualifying.
C) pre-approach.
D) prospecting.
E) cold canvas.

Question 69

Which of the following steps, in the seven essential steps in the personal selling process, takes the longest to complete?

A) prospecting
B) sales presentation
C) closing
D) handling objections
E) pre-approach

Question 70

Tom is a car salesman. He has been working with a customer for some time and feels that the customer is ready to buy. He asks for the order by saying "Would you like the red car or the blue car?" Which closing technique does this illustrate?

A) summary-of-benefits close
B) assumptive close
C) direct close
D) take-away close
E) alternative-choice close

Question 71

Which of the following is NOT a key aspect of product knowledge for a salesperson?

A) price and delivery
B) maintenance and service
C) competitive offerings
D) product development and quality improvement
E) performance data and specifications

Question 72

Harry bought a new photocopier from Canon. Two days after the photocopier was installed, Harry felt he might have made the wrong decision. This illustrates

A) a bad salesperson.
B) follow-up service.
C) the assumptive close.
D) an uncertain close.
E) cognitive dissonance.

Question 73

Which of the following is NOT a key responsibility for a salesperson in a business-to-business?

A) gather market intelligence
B) follow up service
C) promotional planning
D) problem solving
E) locating and maintaining customers

Question 74

The process of gathering information about customers before actually making a sales contact is the

A) approach.
B) prospecting.
C) suspecting.
D) pre-approach.
E) situation analysis.

Question 75

Dupont Canada is a company that values innovation and customer service. All employees share the value and belief that the customer comes first. This illustrates the company's

A) corporate culture.
B) human resources policy.
C) marketing plan.
D) corporate knowledge.
E) corporate mission statement.

Question 76

Which of the following is an example of a closing cue?

A) the buyer asks about delivery timelines
B) the buyer intently reviews the brochure
C) the buyer nods in agreement
D) the buyer asks "What type of warranty do you provide?"
E) All of the above.

Question 77

Lara is a salesperson for HP. She spends a considerable amount of time systematically developing sales leads. When she does this she is working on which step in the personal selling process?

A) situation analysis
B) preparation
C) prospecting
D) pre-approach
E) closing

Question 78

The tangible aspects of a product, such as durability, design, and economy of operation are called the product's

A) advantages.
B) benefits.
C) technical specifications.
D) features.
E) composition.

Question 79

Good sales people are always closing the sale

A) with the "sixth sense."
B) at the end.
C) at the start of a presentation.
D) when the sales representative is certain a "yes" is imminent.
E) with the pricing.

Question 80

The values, beliefs, norms, and practices shared by all employees of an organization is called the

A) corporate knowledge.
B) corporate culture.
C) corporate mission statement.
D) corporate personality.
E) human resources policy.