Reference no: EM1383877

1. Customers perceptions of what they get for what they have to give up is referred to as Customer __________
a. Benefits
b. Cost
c. Behavior
d. Engagement
e. None of the above are correct

2. The series of conversations between buyers and Sellers that take place over time in an attempt to build relationships is referred to as _____________.
a. Advertising
b. Sales dialogue
c. Sales presentation
d. Sales communication
e. Sales conversation

3. According to the text, when salespeople alter their sales messages and behaviors during a sales presentation, or as they encounter different sales situations, they are using:
a. Value-based selling.
b. Response selling.
c. Interactive selling.
d. Adaptive selling.
e. Situational selling.

4. The sales process begins with:
a. The training of the sales force.
b. Locating qualified prospective customers.
c. Planning the sales presentation.
d. The completion of the sale.
e. Making an appointment to see the customer.

5. In order for the buyer to be able to rely on what the salesperson says or promises to do, the buyer must:
a. Trust the salesperson
b. Like the salesperson
c. Know the salesperson
d. Believe the salesperson is customer-oriented
e. Believe the salesperson is honest

6. Which of the following are potential resources salespeople may use to increase their market and customer knowledge base?
a. Newspapers
b. World Wide Web
c. Trade magazines
d. Trade associations
e. All of the above are potential resources

7. Members of the business markets include:
a. Firms, institutions, and governments
b. Firms, consumers, and governments
c. End-users, consumers, and governments
d. Industrial and consumer
e. None of the above

8. The gap between a buyer's desired state and his/her actual state is referred to as a
a. Status Quo Deficiency (SQD)
b. Complaint
c. Negative discrepancy
d. Needs gap
e. Both a and c are correct

9. Needs which represent the need for a specific core task to be performed are called?
a. Situational needs
b. Functional needs
c. Social needs
d. Psychological needs
e. Knowledge needs

10. The number one supplier attribute most likely to drive growth and customer loyalty is, by far,
a. Customer value
b. the insInsight shared during the purchase experience itself
c. Great customer service
d. Price - to - value ratio
e. Technical know-how

11. Which of the following is not a Challenger profile mentioned in the book?
a. Hard Worker
b. the ReRelationship Builder
c. Knowledge Navigator
d. Lone Wolf

12. A salesperson wishing to uncover more detailed information should use which the following types of questions?
a. Evaluative
b. Multiple-choice
c. Probing
d. Tactical
e. None of the above

13. Detail-oriented, reliable, and naturally drawn to solving client issues
a. Hard Worker
b. the ReRelationship Builder
c. Problem Solver
d. Lone Wolf

14. Reframing the way the customer assigns value to the areas where you outperform your competitor
a. Customer Value
b. the CoCommercial Teaching
c. ADAPT
d. Rational Drowning

15. Which of the following is the best example of an open-end question?
a. How many employees to have?
b. Did you say you are already working with another supplier?
c. How do you currently assess the performance of your suppliers?
d. Are you interested in making a purchase today?
e. All of the above are open-end questions.

16. Always willing to put in extra effort; self-motivated, doesn't give up, and seeks out improvement opportunities
a. Hard Worker
b. the ReRelationship Builder
c. Problem Solver
d. Lone Wolf

17. The acronym SPIN stands for?
a. Situation questions, Problem questions, Implication questions, and Need-payoff questions.
b. Situation questions, Personal questions, Indication questions, and Need-payoff questions.
c. Similar questions, Personal questions, Impersonal questions, and New questions.
d. Speak to the decision maker, Probe for needs, Identify problem, Never take no for an answer.
e. Speak, Probe, Identify, Need-payoff.

18. "What are the growth objectives of the company?" is an example which type of ADAPT question?
a. Assessment questions
b. Activation questions
c. Transition questions
d. Problem questions
e. Discovery questions

19. "How will the supplier's inability to deliver on time affect your planned expansion?" is an example which type of ADAPT question?
a. Assessment questions
b. Activation questions
c. Projection questions
d. Problem questions
e. Discovery questions

20. The cognitive process of actively sensing, interpreting, evaluating, and responding to the verbal and nonverbal messages of present or potential customers is called?
a. Listening
b. Social listening
c. Communication
d. Active listening
e. Really listening

21. Leads that meet or exceed screening criteria established by the salesperson or the sales organization are called what?
a. Sales leads
b. Qualified prospects or sales prospects
c. Decision makers
d. Hot prospects
e. Certified Sales Leads (CSL)

22. One of the reasons salespeople dislike prospecting is fear of rejection.

T / F

23. ______________in any organization screen their bosses' calls and sometimes are curt and even rude.

24. Tim, a buyer for a large office complex, releases an RFP. An RFP is a(n) ____.
a. Request For Proposals
b. Request For Parts
c. Reorder Failing Parts
d. Request For Personnel
e. Radio Frequency Protocol

25. The first part of the Challenger choreography - building credibility by reading their mind , demonstrating empathy

a. Rational Drowning
b. Emotional Impact
c. Warmer
d. New Way Forward

26. A salesperson saying that using his or her sales force automation software is like having a secretary that will work for free, is using a(n):
a. Analogy
b. Anecdote
c. Story board
d. Verbal episode example (VEE)
e. None of the above

27. Gradual intensification of the problem, both in degree and closeness to the customer
a. Rational Drowning
b. Emotional Impact
c. Warmer
d. New Way Forward
24.

28. Tami is a new salesperson for ABC Industrial Equipment Co. and is concerned about her ability to handle objections. She is comforted somewhat by knowing that most objections fall into one of five categories. Which of the following is not one of those categories?
a. Need objections
b. Product or service objections
c. Price objections
d. Company or source objections
e. Confirmed objections

29. Which of the following is not an example of a response-check?
a. How does that sound to you?
b. Does this make sense to you so far?
c. Do you like this color?
d. Does that answer your concern?
e. All of the above are response-checks

30. The benefits the buyer indicates are important are called ______________.
a. Potential benefits
b. Confirmed benefits
c. Value story
d. Features
e. None of the above

31. _____________are proof providers that are in the form of statements from satisfied users of the selling organization's products and services.

32. Adding value refers to the process of:
a. Increasing the price
b. Increasing revenue
c. Improving a product or service for the customer
d. Doing more with less
e. Obtaining competitive information

33. CRM is an acronym for:
a. Customer Relationship Maker
b. Consumer Relationship Maker
c. Customer Relations Manager
d. Customer Relations Management
e. Customer Relationship Management

34. Building goodwill is important to converting new customers to committed lifetime customers

T / F

35. Testimonials in a story or anecdotal form used as proof providers are called?
a. Case Histories
b. Analogies
c. Verbal Support
d. Sales Aids

36. Placing existing customers and prospects in categories based on their sales potential is called ____.
a. Territory management
b. Prospecting
c. Account classification
d. Customer management
e. Sales management

37. The process of doing the right things and doing them well is called ____.
a. Setting objectives
b. Self-leadership
c. Setting goals
d. Territory management
e. Sales management

38. The process of scheduling activities that can be used as a map for achieving objectives is referred to as:
a. Self-leadership
b. Territory analysis
c. Sales planning
d. Sales management
e. Portfolio analysis

39. A salesperson's desire to sell a certain amount of product to one customer or account in order to achieve territory and personal goals is called a/an ___________ goal.
a. Territory
b. Account
c. Specific
d. Company

40. __________ analysis is the process of surveying an area to determine customers and prospects that are most likely to buy.
a. Single-factor
b. Portfolio
c. Territory
d. Competitor

41. The first step in the objection-handling process is:
a. Agree
b. Ask Questions
c. Empathize
d. Verify

42. Which of the following is not one of the characteristics of properly developed goals?
a. Easily obtainable
b. Realistic
c. Specific
d. Quantifiable
e. Time specific

43. Which of the following is not one of the steps in the objection-handling process?
a. Empathize
b. Verify
c. Apologize
d. Address
e. Reshape

44. The following is an example of which step in the objection handling framework? --"Putting the economics aside, are you personally sold on the value?" "What about the initiative do you value most?"
a. Empathize
b. Verify
c. Apologize
d. Address
e. Reshape

45. Managing an organization's personnel selling function is called:
a. Management
b. Sales management
c. Organizational strategy
d. Sales strategy
e. Personnel management

46. Anthony, a sales manager, is in the process of determining the extent to which the members of the sales force possess the skills, attitudes, perceptions, and behaviors required to be successful. Anthony is engaged in a/an?

a. Needs assessment
b. Job analysis
c. Job determination assessment
d. Training seminar
e. None of the above

47. The ability to employ activities that influence others to achieve shared goals that advance the organization is referred to as:
a. Sales leadership
b. Sales management
c. Sales supervision
d. Sales control
e. None of the above

48. The function of focusing on continually developing salespeople by providing feedback and serving as a role model is called?
a. Coaching
b. Sales management
c. Transactional leadership
d. Transformational leadership
e. Executive sales management

49. An overall assessment of how well the sales organization achieved its goals and objectives is called?
a. Sales organization effectiveness
b. Salesperson performance
c. Sales goal congruence
d. Holistic goal performance
e. None of the above

50. ____________ refers to the use of customer driven processes enabled by the latest web technology to co-create value with customers.
a. Customer Relationship Management (CRM)
b. Sales 2.0
c. Web 2.0
d. E-commerce
e. Social Networking