ch4 practise
Question 1
1) How would a CRM system most likely enable a salesperson to facilitate relationship-building with numerous customers?
A) projecting a professional image on social media sites
B) using letter templates to convey information
C) developing leads for potential new sales
D) integrating numerous accounting tasks
A) projecting a professional image on social media sites
B) using letter templates to convey information
C) developing leads for potential new sales
D) integrating numerous accounting tasks
Question 2
2) A series of creative improvements in the sales process that enhance the customer experience is known as:
A) relationship modeling
B) customer-oriented sales
C) value-added selling
D) transactional selling
Question 3
3) Salespeople today are most likely encouraged by employers to:
A) give discounts to customers for quick, short-term sales
B) build careers that will translate across many industries
C) maximize their time by automating most functions
D) build long-term partnerships with customers
Question 4
4) Developing a long-term relationship that focuses on solving the customer's buying problems is referred to as:
A) executing
B) consulting
C) selling
D) partnering
Question 5
5) Which of the following would be considered a secondary decision maker?
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
Question 6
6)Roni Harris, a college student in the business department of her local university, originally planned to major in accounting. However, she discovered an interest in product marketing and sales and is taking courses in these areas.
6) In Roni's new sales job with Compu-Tex, she 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!" The sales manager most likely wants Roni to:
:A) sell the product to the customer at wholesale cost
:B) work with the customer to sell a length of subscription the customer can afford
:C) work with the research and finance departments to find a way to reduce overall costs
D) ask the prospect for a referral so that the time spent with this prospect won't be a loss
Question 7
7) In the information age, building and maintaining relationships has minimal impact on sales success.
Question 8
8) Although developing relationships with customers frequently leads to repeat business, such partnering rarely triggers referrals.
Question 9
9) Traditional industrial-age sales training programs encouraged salespeople to make positive first impressions with customers and then to push the product to make a quick sale.
Question 10
10) An empathizer is someone who understands the ways humans interact.
Question 11
11) Transactional selling is a strategically developed, long-term relationship that focuses on solving the customer's buying problems.
Question 12
12) The win-win strategy can best be summed up by which of the following statements?
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.
Question 13
13)Roni Harris, a college student in the business department of her local university, originally planned to major in accounting. However, she discovered an interest in product marketing and sales and is taking courses in these areas.
13) 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 volunteers 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?
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 14
14) During an interview for a part-time sales position with Compu-Tex, a firm that sells software subscriptions, Roni is asked to discuss a time that she partnered with another person or group to achieve the other party's goal. Which example should Roni most likely describe?
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 she had calculated earnings and fees correctly.
C) Roni spoke Mandarin to the server at her favorite Chinese restaurant so the server could understand her more easily.
.D) Roni watched and analyzed the gait of a track teammate so the teammate could choose thebest shoes for her stride.
E) Roni organized the volunteer schedule for the art therapy program to ensure a proper balance between her school and volunteer obligations.
Question 15
15) Which of the following is most important when selecting a wardrobe for sales work?
A) fabric content
B) appropriateness
C) current fashion
D) comfort
E) cost
Question 16
16) In which communication setting is voice quality particularly important?
A) telephone
B) face-to-face meeting
C) webinar
D) e-mail
E) instant message
Question 17
17) Which of the following is the best way of speaking to customers?
A) very quickly
B) very slowly
C) with energy
D) with little feeling
E) with a strong accent
Question 18
18) Which of the following is a rule of etiquette appropriate for salespeople?
A) Call a new prospect by their first name right away to break the ice.
B) Avoid offensive stories or comments unless you are meeting outside the client's office.
.C) Do not express personal views on religion or politics until clients have first expressed their views.
.D) When you invite a customer to lunch, do not discuss business before the meal is ordered unless the client initiates the subject.
Question 19
19) 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. Colotel prides itself on hiring locally and using regional ties to advance relationships with customers.
19) All of the following are components of the CARE model for building relationships with customers
A) convincing
B) executing
C) responding
D) appreciating
Question 20
20) A good way to build a relationship with a customer is to mention:
A) someone you both know
B) that you're wearing the same color
C) your children
D) election results
A) someone you both know
B) that you're wearing the same color
C) your children
D) election results
Question 21
21) Roni Harris, a college student in the business department of her local university, originally planned to major in accounting. However, she discovered an interest in product marketing and sales and is taking courses in these areas.
21) Roni, who lacks sales experience, has been assigned a mentor, Mark, who has been in the Compu-Tex sales department for 10 years. Mark tells Roni that he believes the best way to build long-term relationships with customers is to follow the CARE model. What should Roni most likely do if she takes Mark's advice?
A) Emulate Mark's speech and gestures when he gives sales presentations to clients.
B) Ask Mark for a list of qualified prospects to improve her chances of closing a sale.
C) Use CRM systems to ensure that clients receive software updates.
.
D) Follow through on customer service commitments.
Question 22
**22) 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. Colotel prides itself on hiring locally and using regional ties to advance relationships with customers.
22) 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. Which of the following statements best identifies the benefits of listening?
A) Customers 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.
Question 23
23) Experienced salespeople can go straight to the presentation and close, and do not need to resort to "breaking the ice" with prospects.
Question 24
24) List and describe the steps of the CARE model of relationship-building.
Question 25
25) Evaluate how Self-Concept is an Important Dimension of the Relationship Strategy