Professional Selling Midterm
Exam
Course Introduction
Professional Selling provides students with a comprehensive understanding of the principles, techniques, and processes involved in effective salesmanship within a business context. The course explores the psychology of buying, communication strategies, relationship-building, sales planning, and the ethical considerations central to professional selling. Through practical scenarios, role-playing, and case studies, students develop the skills necessary to identify customer needs, present compelling solutions, handle objections, negotiate confidently, and close sales successfully. Emphasizing both business-to-business (B2B) and business-to-consumer (B2C) environments, the course prepares students for successful careers in sales, account management, and related business fields.
Recommended Textbook
ABCs of Relationship Selling through Service 12th Edition by Charles M. Futrell
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Page 2
Chapter 1: The Life, times, and Career of the Professional
Salesperson
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Sample Questions
Q1) The acronym ABCS represents the tools needed for creating a successful marketing mix.
A)True
B)False Answer: False
Q2) A telemarketer is an example of a direct seller.
A)True
B)False Answer: False
Q3) All of the following are benefits of e-selling for salespeople EXCEPT:
A)developing goodwill with new customers.
B)increasing the speed for qualifying leads.
C)reducing paperwork.
D)reporting new sales to the company.
E)servicing customers after the sale.
Answer: A
Q4) The last step in the sales process is the close.
A)True
B)False Answer: False
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Chapter 2: Ethics Firstthen Customer Relationships
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Sample Questions
Q1) Most federal laws regarding personnel files are directed at:
A)large corporations
B)private firms.
C)government employers.
D)small businesses.
E)publicly-traded companies.
Answer: C
Q2) What law protects customers from price discrimination?
Answer: The Robinson-Patman Act
Q3) Evan's income is based on commissions at Innovative Installers,and his income has declined in recent months.As a result,Evans has taken an additional job renting apartments.Although Evans mostly works on weekends,he sometimes shows apartments to clients during the week when he works for Innovative Installers.Which of the following best describes Evans's actions?
A)Misusing company assets
B)Accepting bribes
C)Misrepresentation
D)Sales puffery
E)Moonlighting
Answer: E
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Chapter 3: The Psychology of Selling: Why People Buy
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Sample Questions
Q1) Which of the following factors about a prospective customer is LEAST relevant to a salesperson?
A)Education
B)Physicality
C)Attitude
D)Motivation
E)Personality
Answer: B
Q2) Dissonance increases with the importance of the decision and the difficulty of choosing between products.
A)True
B)False
Answer: True
Q3) Relate the three classes of buying decisions to the involvement of the customer in making the purchase decision.Provide an example for each type of purchase decision.
Answer: Routine decisions require low involvement,such as groceries.Limited decision making requires a medium level of customer involvement,such as a printer.Extensive decision making requires high involvement,such as a house or insurance policy.
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Chapter 4: Communication for Relationship Building: Its Not
All Talk
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Sample Questions
Q1) Which of the following would LEAST likely improve a salesperson's listening skills?
A)Asking questions to clarify meaning
B)Watching for nonverbal messages
C)Projecting positive nonverbal signals
D)Recognizing feelings and emotions
E)Focusing on emotion-filled words
Q2) In terms of the basic communication model:
A)the customer is the source.
B)the trial close is the feedback.
C)there is no noise.
D)the sales presentation contains the message.
E)the medium is either verbal or nonverbal,but not both.
Q3) Differentiate between hearing and listening.
Q4) Acceptance signals indicate the buyer is favorably inclined toward the presentation.
A)True
B)False
Q5) What are the five communication mediums that a buyer uses to send nonverbal signals? Why should salespeople recognize such signals?
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Chapter 5: Sales Knowledge: Customers, products, technologies
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Sample Questions
Q1) There are numerous types of value analyses that a salesperson can develop for a prospect.One type that is frequently used is the:
A)retail cost versus wholesale cost.
B)average markup.
C)product cost versus true value.
D)selling cost versus selling price.
E)net profit.
Q2) A car salesperson was selling a used car to Larry Travis when Larry said,"I really like this car,but I am not going to buy any car without knowing its history." The salesperson went to his computer,visited a Website called Car Fax and handed Travis a printout of the car's history.This incident best exemplifies how:
A)a sales-oriented promotional method is effective.
B)changes in the technology have enhanced sales.
C)influential transactional selling methods can be.
D)a partnering relationship develops with consumers.
E)important contact management software is to salespeople..
Q3) One method to obtain information on competitors is through advertisements.
A)True
B)False
Page 7
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Chapter 6: Prospecting : the Lifeblood of Selling
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Sample Questions
Q1) Networking can be the least reliable and most ineffective of all prospecting methods.
A)True
B)False
Q2) Prospecting via the _____ method involves finding and cultivating people in a community who are willing to help a salesperson find prospects.
A)cold canvas
B)group
C)public exhibition
D)center of influence
E)endless chain
Q3) Lydia sells an exclusive range of cosmetic products.She makes door-to-door sales calls.At each house after a sale she asks the homeowner if they know anyone who would be interested in her products.What prospecting method does Lydia use?
A)Center of influence
B)Cold canvas
C)Group
D)Endless chain
E)Observation
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8
Chapter 7: Planning the Sales Call Is a Must
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Sample Questions
Q1) Arminda,who sells wicker furniture,invites the owner of Stanley Furniture to watch a demonstration outside.Arminda pours a five-gallon bucket of water on a wicker chair,talks to the storeowner for about 10 minutes,and then sits in the chair to show its water-resistance.Assuming she had the customer's attention and interest as soon as she poured the water on the chair,Arminda was trying to move the prospect into which stage next?
A)Plan
B)Desire
C)Purchase
D)Conviction
E)Development
Q2) The best possible sales call objective is to get an order because it reflects the salesperson's self-confidence and a specific goal.
A)True
B)False
Q3) Discuss the following statement: "Today's salespeople need to be creative problem solvers."
Q4) What is success?
Q5) List four reasons why a salesperson should carefully plan his or her sales call.
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Chapter 8: Carefully Select Which Sales Presentation
Method to Use
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Sample Questions
Q1) The canned presentation is ineffective in door-to-door selling.
A)True
B)False
Q2) Assuming that you are a salesperson making a group sales presentation,which of these statements is true?
A)The larger the group,the less structured your presentation must be.
B)Avoid talking to any members of the group prior to the presentation.
C)Establish your credibility in the early stage of the presentation.
D)Prepare a written proposal document that includes prices.
E)Omit trial closes from your presentation.
Q3) Which of the following is characteristic of the memorized sales presentation?
A)Requires prior contact with buyer
B)Perceived as high pressure selling
C)Used for multi-day presentations
D)Lacks structure and organization
E)Opens with questions to prospect
Q4) The memorized sales presentation may focus on benefits unimportant to the prospect.
A)True
B)False
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Chapter 9: Begin Your Presentation Strategically
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Sample Questions
Q1) Gillian likes to introduce the fat-free chocolate her company has just begun to manufacture by giving retail store managers a small sample bar to take home and try.Gillian is using the _____ approach.
A)demonstration
B)product
C)showmanship
D)customer benefit
E)premium
Q2) "Do you know why you should be using synthetic motor oil in your new Corvette?" the service manager asked Duane when he brought his new car to the Chevy dealership for a routine servicing.Which type of approach is the service manager using?
A)Product
B)Opinion
C)Curiosity
D)SPIN
E)Customer benefit
Q3) The SPIN approach uses a series of four types of questions.
A)True
B)False
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Page 11
Chapter 10: Elements of a Great Sales Presentation
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Sample Questions
Q1) It is important for the salesperson using familiar terminology and buzzwords to speak in a formal tone to convey its importance.
A)True
B)False
Q2) The dairy salesperson asked the store purchasing agent,"Do you think you'll need 10 or 12 pallets of ice cream for your 'Summer Buster' sales promotion?" This is an example of a(n):
A)counter offer.
B)autosuggestion.
C)empathy suggestion.
D)manipulative suggestion.
E)indirect suggestion.
Q3) The best nonverbal selling technique is the:
A)handshake.
B)smile.
C)pointing finger.
D)nodding head.
E)shoulder shrug.
Q4) What are two benefits of including a demonstration in a sales presentation?
Q5) How does a salesperson benefit from storytelling skills?
Page 12
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Chapter 11: Welcome Your Prospects Objections
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Sample Questions
Q1) A salesperson will not be able to answer:
A)a hidden objection stated by the prospect.
B)a real objection to purchasing the product.
C)an overt objection.
D)a hopeless objection.
E)a true objection.
Q2) Gus Boxley sells refrigeration equipment to supermarket and restaurant managers,and a prospect tells him,"The equipment we have still operates efficiently enough." Gus is experiencing a _____ objection.
A)stalling
B)money
C)postponing
D)product
E)source
Q3) Which of the following is NOT a psychological objection?
A)Resistance to domination
B)Resistance to spending money
C)Predetermined beliefs
D)Dislikes making a buying decision
E)Prospect having overstock of your products
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Chapter 12: Closing Begins the Relationship
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Sample Questions
Q1) _____ is the process of helping people make a decision that will benefit them.
A)Empowering
B)Empathizing
C)Negotiating
D)Trial close
E)Closing
Q2) A salesperson should not attempt to close a sale at the early stages of the presentation even if it appears that the prospect is ready to buy.
A)True
B)False
Q3) "Get the order and get out." This is a good principle for salespeople to follow.
A)True
B)False
Q4) A(n)_____ refers to anything prospects say or do indicating they are ready to buy.
A)opening moment
B)buying signal
C)sale inducer
D)closer
E)trigger point
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Chapter 13: Service and Follow-Up for Customer Retention
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Sample Questions
Q1) A professional salesperson will most likely:
A)be too busy for additional sales training.
B)maintain an intimate knowledge of the industry.
C)be too involved with customers to join civic organizations.
D)use high-pressured sales techniques in certain sales situations.
E)share customer information with other clients when it is beneficial.
Q2) A professional salesperson should abstain from blaming the competition in front of the customer.
A)True
B)False
Q3) Define customer service.
Q4) You are the salesperson of an FMCG company.One of your retailers tells you to take back some unsalable goods.You are not sure if the customer's claim is honest or not.You do not want to make the retailer unhappy as he brings you good business.How do you tackle this situation?
A)Ask the customer to avoid being dishonest.
B)Apologize to the customer and inform him that you are not sure of his claim.
C)Give the benefit of doubt to the customer and return the goods.
D)Never return the goods if you are not sure that the customer's claim is true.
E)Return half the merchandise if the customer is correct.
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Chapter 14: Time, territory, and Self-Management: Keys to Success
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Sample Questions
Q1) Mack Jacoby sells building supplies.His annual sales equal $450,000.His total fixed costs annually equal $75,000.The cost of goods sold annually is $335,000.Mack works an average of 240 days a year and 8 hours each day.Mack makes an average of five sales calls per day.Mack's break-even volume per hour is approximately:
A)$119.00
B)$153.00
C)$171.00
D)$256.00
E)$392.00
Q2) Rick Preston,a pharmaceutical sales representative,has a new kidney medication available.He is in the process of identifying physicians in his territory that might be interested in the new drug and estimating the sales potential of each.Rick is in the process of:
A)customer sales planning.
B)route reporting.
C)territory-time allocation.
D)account analysis.
E)quota scheduling.
Q3) Explain multivariable account segmentation.
Page 16
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