Principles of Selling Exam Review
Course Introduction
Principles of Selling introduces students to the foundational concepts, techniques, and processes involved in effective sales interactions. This course covers topics such as buyer behavior, relationship building, prospecting, sales presentations, objection handling, negotiation, closing strategies, and ethical considerations in sales. Through a combination of theoretical frameworks and practical exercises, students develop essential communication and interpersonal skills necessary for successful selling in various industries. The course also emphasizes the role of technology and data in modern sales, preparing students to adapt to evolving consumer and business landscapes.
Recommended Textbook
ABCs of Relationship Selling Through Service 6th Canadian Edition by Charles M. Futrell
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14 Chapters
1220 Verified Questions
1220 Flashcards
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Page 2
Chapter 1: The Life,times,and Career of the Professional
Salesperson
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90 Verified Questions
90 Flashcards
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Sample Questions
Q1) Which of the following statements about the importance of salespeople and selling is true?
A) Salespeople are responsible for the success of new products, but have little to do with keeping existing products in the marketplace.
B) Salespeople are responsible for keeping existing products in the marketplace, but have little to do with the success of new products.
C) The term selling and marketing should be used interchangeably.
D) Salespeople have a direct impact on the successful operation of most businesses.
E) Only the legal profession generates more revenue in our economy than the selling profession.
Answer: D
Q2) Merchandisers perform the full set of selling functions for manufacturers,while needing to possess tremendous flexibility by working hours that cater to the needs of retailers.
A)True
B)False
Answer: False
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Page 3
Chapter 2: Ethics First Then Customer Relationships
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86 Verified Questions
86 Flashcards
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Sample Questions
Q1) Which of the following actions can a corporation do to demonstrate social responsibility?
A) Avoid taking corrective action before it is required.
B) Evade taking public stands on social issues.
C) Strive to make profits on an ongoing basis.
D) Avoid publicity concerning any socially damaging mistakes.
E) None of these actions demonstrates social responsibility.
Answer: C
Q2) Which of the following best describes the role of an ethical ombudsman at a Canadian Organization?
A) interacts with the organizational stakeholders on a daily basis
B) writes the company's code of ethics
C) is also called a whistle-blower
D) handles all negative publicity for an organization
E) is an official who assumes the role of corporate conscience
Answer: E
Q3) Legal and ethical issues are synonymous.
A)True
B)False
Answer: False
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Chapter 3: The Psychology of Selling: Why People Buy
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95 Verified Questions
95 Flashcards
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Sample Questions
Q1) Which term best describes a buyer's distinguishing character traits,attitudes,and habits?
A) real self
B) self-concept
C) self-image
D) personality
E) ideal self
Answer: D
Q2) Brad tells Ricardo that only a "privileged few will have the honour of purchasing such an expensive and rare automobile,and his friends will be impressed." What kind of assessment is Brad making about Ricardo's style?
A) Ricardo is Amiable
B) Ricardo is Expressive
C) Ricardo is Rational
D) Ricardo is Analytical
E) Ricardo is Condescending
Answer: B
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Chapter 4: Communication for Successful Selling: How to Build Relationships
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113 Verified Questions
113 Flashcards
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Sample Questions
Q1) After listening to a sales presentation,Henry,the sales prospect,starts the process of trying to understand how his business would be impacted.What is this known as?
A) the communication process
B) message context
C) the encoding process
D) the decoding process
E) the medium selection
Q2) What is the key purpose of a subject line in an email message?
A) To describe the content of the message.
B) To convince the buyer of your interest in her or him as a person.
C) To determine if the buyer is qualified to buy.
D) To fool the buyer into opening the message.
E) To identify who the sender of the message is.
Q3) As presented in the text,communication in the sales context is NOT an exchange process.
A)True
B)False
Q4) Differentiate between hearing and listening.How does improving your listening skills enhance your persuasive powers?
Page 6
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Chapter 5: Sales Knowledge: Customers, products, technologies
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101 Verified Questions
101 Flashcards
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Sample Questions
Q1) You have been asked to address a 1<sup>st</sup> year university course focusing on professional sales.Your section of the lecture focuses on how modern salespeople should use their smart phones.Which of the following are likely to be included in your lecture notes to the students?
A) don't engage in cell yell
B) use a lock code on your phone
C) don't use your cell phone while driving
D) use text messaging to simplify your life
E) all of these choices are correct
Q2) Which of the following is an example of a product feature?
A) "This monitor comes in 15-inch, 18-inch, and 22-inch sizes."
B) "More customers will be drawn into your restaurant if you advertise in our magazine."
C) "Chefs prefer our line of cookware 2 to 1 over competing brands."
D) "This automatic sprinkling system will save you three hours a week."
E) All of these choices are correct.
Q3) The three major categories of premiums are sales force premiums,consumer premiums,and dealer premiums.
A)True
B)False
Page 7
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Chapter 6: Prospecting : The Lifeblood of Selling
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72 Verified Questions
72 Flashcards
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Sample Questions
Q1) Jessica sells cosmetics.She has asked you to recommend a source of prospects and suspects.Which of the following would be a possible place for Jessica to locate prospects and suspects?
A) personal acquaintances
B) the telephone directory
C) newspapers
D) a city directory
E) all of these choices are correct
Q2) James,a national account manager spent the last year preparing a detailed description of a potential national account.Which of the following best captures the role this detailed description will provide James?
A) serves as a detailed motivator
B) ensures James will be successful
C) serves as a compliance mechanism
D) ensures the 9<sup>th</sup> step in the 10 step sales process is done
E) a business plan for selling this national prospect
Q3) Identify and describe the ten steps in the sales process.
Q4) Explain the underlying premise of the Sales Funnel.
Q5) Which method of prospecting is considered the 'toughest one' and,why?
Q6) Describe a process you would use to create a list of qualified prospects?
Page 8
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Chapter 7: The Pre-Approach Planning Your Sales Call and Presentation
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113 Verified Questions
113 Flashcards
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Sample Questions
Q1) It is impossible for a salesperson to make a sales call without a sales call objective. A)True
B)False
Q2) According to research undertaken by the Behavioral Sciences Research Press,the issue of Call Reluctance is widespread in industry.Which of the following are NOT supported by this research?
A) call reluctance is financially costly to a salesperson, however, customers tend to benefit from dealing with salespeople that experience call reluctance
B) call reluctance may cost a typical salesperson as much as $30,000 per year in lost commissions
C) given time, salespeople tend to overcome call reluctance and embrace the process of calling customers
D) call-reluctant stockbrokers acquire 8fewer new accounts per year than brokers who have learned to manage their fear
E) none of these choices are correct
Q3) In what kind of selling situation is interactive need-satisfaction selling most effective?
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Page 9
Chapter 8: The Approach: Begin Your Presentation
Strategically
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72 Verified Questions
72 Flashcards
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Sample Questions
Q1) "Hello Mr.Lucas,Mrs.Jones,one of your colleagues in the accounting department suggested I contact you about our new payroll system." Which of the following statements best captures the nature of this interaction between the salesperson and Mr.Lucas?
A) colleague approach
B) "just like you approach"
C) referral approach
D) acquaintance approach
E) a premium relationship approach
Q2) "Do you know why you should be using a synthetic motor oil in your new Corvette?" the service manager asked Domenic when he brought his new car to the Chevy dealership for a routine service.What type of approach is the service manager using?
A) product
B) opinion
C) curiosity
D) SPIN
E) customer benefit
Q3) Identify three different types of opening statements and provide an example of each?
Page 10
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Chapter 9: The Presentation: Elements of Effective
Persuasion
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87 Verified Questions
87 Flashcards
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Sample Questions
Q1) A salesperson using the suggestive proposition would use the following statement; "Mary,just imagine how well your sales force will perform with this advanced customer database software?"
A)True
B)False
Q2) An appliance salesperson said the following to a client; "I suggest you buy the self-cleaning Hotpoint oven." What kind of suggestion is this salesperson using?
A) suggestive proposition
B) prestige suggestion
C) direct suggestion
D) autosuggestion
E) counter suggestion
Q3) Dramatization refer to discussing the product in a striking,showy,or extravagant manner.
A)True
B)False
Q4) The presentation can be viewed as simply a continuation of the approach. A)True
B)False
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Chapter 10: Objections Address Your Prospects Concerns
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84 Verified Questions
84 Flashcards
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Sample Questions
Q1) Imagine you are a salesperson for Labatt Breweries.Why should you listen to your prospect's objections and hear them out?
A) If you answer too quickly, you may cause the prospect to think something is wrong.
B) It is rude to interrupt a prospect, and this rudeness may irritate the prospect.
C) Jumping in too quickly may make the prospect think you are sensitive to this particular objection
D) You could misread the objection and answer the wrong objection.
E) All of these choices are correct.
Q2) Why should salespeople welcome sales objections?
Q3) Which of the following statements about handling objections is NOT true?
A) Plan for objections.
B) Try to understand the objection from the perspective of the prospect.
C) Use the boomerang method when appropriate.
D) Try the indirect method when appropriate.
E) You can overcome all objections if you prepare for it.
Q4) How does the buyer calculate cost? Can the cost be reduced by NOT decreasing the price paid for the product?
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Chapter 11: Closing the Beginning of a New Relationship
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91 Verified Questions
91 Flashcards
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Sample Questions
Q1) Which of the following is NOT a recommended closing technique to use if you the salesperson are dealing with an indecisive prospect?
A) summary-of-benefits close
B) probability close
C) negotiation close
D) compliment close
E) the Benjamin Franklin close
Q2) A salesperson says to her prospect,"I would like to show you how our product will help you be successful." What is the salesperson doing?
A) being assertive
B) being overconfident
C) being direct
D) being aggressive
E) being overbearing
Q3) Explain the difference between Aggressiveness and Assertiveness.Provide an example of a statement representing aggressiveness and one statement demonstrating assertiveness on the part of the salesperson.
Q4) List the three basic steps in using the summary-of-benefits close.
Q5) What should the salesperson do if he or she is unable to close the sale?
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Chapter 12: Follow-Up Maintain and Strengthen the Relationship
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61 Verified Questions
61 Flashcards
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Sample Questions
Q1) What term describes the ability to work and contact people throughout the account and discuss your products?
A) follow up
B) being bothersome
C) account penetration
D) market penetration
E) troubleshooting
Q2) Which of the following activities is NOT an activity a CRM system will do for you?
A) organize large mail-outs
B) the CRM system will manage the relationship with the client
C) helps you with tracking and other administrative functions
D) will alert the salesperson to follow up with a client
E) allows the salesperson to develop detailed databases with little effort
Q3) If a salesperson learns he has lost a customer to a competitor,he should visit the account as soon as possible and make sure the client is made aware of any weakness associated with the competitor's product.This action,often leads to the customer staying with the original company.
A)True
B)False
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Chapter 13: Time,Territory,and Self-Management
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71 Verified Questions
71 Flashcards
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Sample Questions
Q1) A local company has asked you to provide advice on what they should consider before establishing sales territories.Which of the following would NOT likely be included in your advice?
A) to better establish a salesperson's responsibilities
B) to aid in reaching the firm's objectives
C) to facilitate utilization of an undifferentiated selling approach
D) to afford company salespeople the opportunity to meet their personal needs and reach sales objectives for the company
E) to allow better matching of salesperson to customer's needs
Q2) Salespeople using the account segmentation approach believe their territory has accounts with different needs and characteristics; hence,different selling strategies need to be deployed to maximize potential revenue.
A)True
B)False
Q3) A salespersons should allocate their time based on the location of the account?
A)True
B)False
Q4) What is the relationship between the ELMS system and the 80/20 principle?
Q5) Why would a company insist that its salespeople stick to strict route designs?
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Chapter 14: Retail, business, services, and Nonprofit Selling
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84 Verified Questions
84 Flashcards
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Sample Questions
Q1) Business products,like business markets,have characteristics that salespeople must consider when selling to potential buyers.Which of the following are characteristics that tend to distinguish business products from consumer products?
A) usually are more technical
B) purchased based on specifications
C) the pricing is complex
D) products tend to be standardized
E) all of these choices are correct
Q2) Which of the following statements about "business marketing" is NOT true?
A) 50 percent of all manufactured goods are sold in this "business market"
B) approximately 80 percent of all farming output is sold to this market
C) nearly 100 percent of all minerals and forest products are sold to this market
D) the actual size of this market is very small; hence, little public attention is paid to this market
E) None of these choices are correct
Q3) A straight rebuy purchase is often associated with a blanket purchase order.
A)True
B)False
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