Professional Selling Test Questions
Course Introduction
Professional Selling introduces students to the fundamental principles and practices essential for success in the sales industry. The course emphasizes the development of effective interpersonal skills, ethical decision-making, strategic prospecting, persuasive communication, and relationship management. Students will explore the sales process from preparation and needs assessment to presentation, objection handling, closing, and follow-up. Through role-plays, case studies, and real-world scenarios, students gain practical experience and insight into modern selling techniques used in a variety of industries. By the end of the course, learners will be equipped to build trust, create value for clients, and achieve sales objectives in a highly competitive marketplace.
Recommended Textbook
Relationship Selling 3rd Edition by Mark Johnston
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14 Chapters
1048 Verified Questions
1048 Flashcards
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Chapter 1: Introduction to Relationship Selling
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75 Verified Questions
75 Flashcards
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Sample Questions
Q1) Hylana has been selling textbooks for years.She knows instructors will often have objections concerning:
A)Price.
B)Delivery.
C)Timing.
D)All of the choices are correct.
Answer: D
Q2) In what selling interactions do ethical dilemmas arise?
Answer: Typically,ethical dilemmas can arise in the customer-sales person interaction and/or in the sales person-sales manager interaction.
Q3) Almost every sales person knows they will face customer objections.What types of objections should a sales person anticipate?
Answer: Price,delivery,terms of agreement,and timing all are areas where customer objections occur.
Q4) How can effective follow-up support relationship selling?
Answer: Effective follow-up improves customers' perceptions of service quality,customer satisfaction,retention,and loyalty.
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3
Chapter 2: Using Information to Understand Sellers and Buyers
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74 Verified Questions
74 Flashcards
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Sample Questions
Q1) The ________ is a senior salesperson responsible for handling a customer whose potential business is great enough to offset the high cost of team selling.
A)CRM.
B)KAM.
C)GM.
D)TM.
Answer: B
Q2) Valerie is considering a switch from retailing to business sales.She knows B2B selling is different from B2C selling in that B2B selling typically involves:
A)Fewer customers.
B)More complex products.
C)More expensive products.
D)All of the choices are correct.
Answer: D
Q3) The characteristics of creative people can be developed in others.
A)True
B)False
Answer: True
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Chapter 3: Value Creation in Buyer-Seller Relationships
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73 Verified Questions
73 Flashcards
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Sample Questions
Q1) "The place a brand or product has carved out in the minds of its customers" refers to:
A)Utility
B)Customer delight
C)Positioning
D)Assessment
Answer: C
Q2) The business philosophy of focusing on meeting customers' wants and needs is called the:
A)Value-generation proposal.
B)Perceived value thesis.
C)Marketing concept.
D)Integrated marketing philosophy.
Answer: C
Q3) A well executed and integrated marketing mix:
A)Reduces the need for replacement parts.
B)Allows companies to eliminate expensive,external sales people.
C)Makes value-added selling easier.
D)All of the choices are correct.
Answer: C
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Page 5
Chapter 4: Ethical and Legal Issues in Relationship Selling
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75 Verified Questions
75 Flashcards
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Sample Questions
Q1) Legally,any statement,promise,or action by a salesperson is:
A)Puffery.
B)A legal commitment.
C)Subject to negotiation.
D)All of the choices are correct.
Q2) Slander is unfair or untrue:
A)Warrantees.
B)Written statements.
C)Oral statements.
D)All of the choices are correct.
Q3) Discuss the pros and cons of the following statement: "The higher a sales manager sets sales goals,the more motivated his sales force will be."?
Q4) As a result of the recent scandals at Enron,WorldCom and other American businesses,laws have been passed to mandate ________________ for people who break them.
A)Financial penalties.
B)Jail time.
C)Financial penalties and jail time
D)Corporal punishment.
Q5) What is an ethical checklist?
6
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Chapter 5: Prospecting and Sales Call Planning
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75 Verified Questions
75 Flashcards
Source URL: https://quizplus.com/quiz/48696
Sample Questions
Q1) The idea that satisfied,loyal customers will spread the word about you and your products is called:
A)CRM.
B)Customer advocacy.
C)Data mining.
D)Centers of influence selling.
Q2) Your number one goal when making an initial sales call should be to make a sale.
A)True
B)False
Q3) Hilton Head,South Carolina is often the site of ______________ used by salespeople to provide information to potential customers and have social outings.
A)Telemarketing.
B)Video conferencing.
C)Conferences.
D)Trade shows.
Q4) Why do even successful,well-established salespeople need to prospect?
Q5) What is networking and what are potential sources of networks?
Q6) How can the Internet be used for lead generation?
Q7) How can trade shows be used as a source of leads?
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Chapter 6: Communicating the Sales Message
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76 Verified Questions
76 Flashcards
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Sample Questions
Q1) Never arrive too early for a sales meeting.It may make you seem over anxious.Better to arrive just-in-time.
A)True
B)False
Q2) After their initial greeting,Ellen moves into the approach stage of her sales presentation with the goals of:
A)Listening and overcoming any objections the customer.
B)Introducing herself and spelling her name for the customer.
C)Getting the customer's attention and creating interest.
D)All of the choices are correct.
Q3) If you are going to use a demonstration in your sales presentation,what three key points do you need to keep in mind?
Q4) One popular selling technique is FAB,meaning:
A)Features,Attributes,and Benefits.
B)Formulas,Actions,and Benefits.
C)Features,Advantages,and Benefits.
D)Facts,Answers,and Basics.
Q5) Given the many weaknesses associated with memorized presentations,why do companies use them?
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Chapter 7: Negotiating for Win-Win Solutions
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76 Verified Questions
76 Flashcards
Source URL: https://quizplus.com/quiz/48698
Sample Questions
Q1) Which of the following statements is TRUE?
A)If the customer wins,the salesperson loses.
B)If the salesperson wins,the customer loses.
C)If the salesperson OR the customer loses,they both lose.
D)None of the choices are correct.
Q2) Concern regarding whether you can deliver when,where,and what they need are part which customer concern?
A)Do I need your product?
B)Do I trust your company?
C)I don't really know you.
D)I need more time to consider your product.
Q3) When should a salesperson consider using direct denial during negotiations?
Q4) Which of the following guidelines for negotiating win-win solutions is consistent with the policy of admitting you don't know the answer to a question?
A)Plan and prepare.
B)Anticipation enhances negotiations.
C)Say what you mean and mean what you say.
D)Negativity destroys negotiations.
Q5) What does the statement "Price is your friend,not your enemy" mean?
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Chapter 8: Closing the Sale and Follow-Up
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75 Verified Questions
75 Flashcards
Source URL: https://quizplus.com/quiz/48699
Sample Questions
Q1) Rejection is part of the reality of sales.What five tactics can a salesperson use for dealing with rejection?
Q2) Why should salespeople learn different approaches to closing?
Q3) Closing techniques should be customized depending on the buyer and the situation.
A)True
B)False
Q4) Customer complaints:
A)Should be encouraged.
B)Are the result of performance gaps.
C)Should not be avoided.
D)All of the choices are correct.
Q5) Which of the following closing mistakes can result in a lost sale after the buyer has already made a commitment?
A)Harboring a bad attitude.
B)Uncertainty about what to do after the close.
C)Talking instead of listening.
D)Using a "one size fits all" approach to closing.
Q6) What does a salesperson need to do to make the closing a natural part of the sales process?
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Chapter 9: Self-Management: Time and Territory
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74 Verified Questions
74 Flashcards
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Sample Questions
Q1) Defining sales territories and customer coverage minimizes sales expense through:
A)Reducing sales commissions.
B)Creating competition among salespeople.
C)CRM.
D)Eliminating duplication.
Q2) From a sales management perspective,what are the problems associated with sales territories that are too large and too small?
Q3) Bob is assessing account priorities.He will ask himself:
A)Do I live to work or work to live?
B)Is the customer buying more now than last year?
C)What are my career goals?
D)What is my ratio of sales to expenses compared to last years?
Q4) ____________________ combine census data with other information to create customized basic control units.
A)Geodemographers.
B)Account professionals.
C)Enterprise planning resource managers.
D)Sales territory consultants.
Q5) What does a salesperson need to do to manage their time efficiently?
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Chapter 10: Salesperson Performance:
Behavior,Motivation,and Role Perceptions
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75 Verified Questions
75 Flashcards
Source URL: https://quizplus.com/quiz/48701
Sample Questions
Q1) Judy is highly motivated by intrinsic rewards.Judy will be most influenced by:
A)Feelings of accomplishment.
B)Personal growth.
C)A sense of self-worth.
D)All of the choices are correct.
Q2) Roland thinks opening new accounts is more important than maintaining existing accounts.Roland's perception regarding opening new accounts is his:
A)Expectancy
B)Valence for performance.
C)Perceived role.
D)Role accuracy.
Q3) Harry is getting informal pressure to behave in certain ways through:
A)Company policies.
B)Operating procedures.
C)Social pressure from the other salespeople.
D)All of the choices are correct.
Q4) What influences salespeople's motivation?
Q5) How can managerial leadership affect sales performance?
Q6) What personal traits are associated with sales success?
Q7) How can sales managers reduce role conflict and ambiguity? Page 12
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Chapter 11: Recruiting and Selecting Sales-people
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75 Verified Questions
75 Flashcards
Source URL: https://quizplus.com/quiz/48702
Sample Questions
Q1) Jessica is recruiting new salespeople and one of the applicants is a salesperson for a direct competitor.What are the disadvantages of hiring this candidate?
Q2) In writing the job qualification statement,Marion clearly states the educational and experience requirements for the sales position.She hopes this will:
A)Encourage everyone to apply.
B)Discourage unqualified people from applying.
C)Comply with EEO laws.
D)Attract graduates from her college.
Q3) Terry is recruiting new salespeople and is considering placing an ad in the industry magazine.She wants to place an open ad for all of the following reasons EXCEPT:
A)It will give Terry the opportunity to explain the attractive features of the position.
B)It will generate a more select pool of high-quality candidates.
C)It will reduce selection costs.
D)It will avoid any ethical questions concerning possible deception.
Q4) What are the advantages of recruiting salespeople from current company employees?
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Page 14
Chapter 12: Training Sales-People for Sales Success
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75 Verified Questions
75 Flashcards
Source URL: https://quizplus.com/quiz/48703
Sample Questions
Q1) Jean is developing a sales training for her staff on price negotiations.Jean and many sales managers have found that salespeople are more comfortable ____________ than ______________.
A)Talking price; talking sense.
B)Reducing price; building value.
C)Lowering objectives; making the sale.
D)Role playing negotiations; acting on behalf of the company.
Q2) Companies provide training to lower turnover rates because:
A)Of the negative industry image associated with losing salespeople.
B)The cost of training replacements.
C)They do not want to lose even the lowest performing salesperson.
D)All of the choices are correct.
Q3) For which evaluation level would a sales manager use a cost/benefit analysis?
A)Reaction.
B)Learning.
C)Behavior.
D)Results.
Q4) When do experienced salespeople need additional training?
Q5) What questions should be addressed when determining sales training needs?
Page 15
Q6) What are the seven typical topics addressed in sales training?
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Chapter 13: Sales-Person Compensation and Incentives
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75 Flashcards
Source URL: https://quizplus.com/quiz/48704
Sample Questions
Q1) A ___________ is paid for achieving a set level of performance,while a __________ is paid for each sale.
A)Perk; bonus.
B)Bonus; commission.
C)Commission; bonus.
D)Draw; quota.
Q2) When determining salaries of salespeople,it is usually a function of:
A)Experience.
B)Competence.
C)Sales manager's judgment.
D)All of the choices are correct.
Q3) Limited expense reimbursement plans,can have the effect of limiting:
A)The cost to the salesperson.
B)Incentives to do what needs to be done.
C)Quotas.
D)The draw/benefit ratio.
Q4) The sales compensation system least consistent with relationship selling is straight commissions.
A)True
B)False
Page 16
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Chapter 14: Evaluating Sales-Person Performance
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75 Verified Questions
75 Flashcards
Source URL: https://quizplus.com/quiz/48705
Sample Questions
Q1) A well-constructed subjective evaluation form will facilitate:
A)Cost containment through reduced evaluation time.
B)Improved sales/expense ratios.
C)Determining which objective measures are most critical in that particular territory.
D)A constructive dialogue between the salesperson and sales manager.
Q2) How is performance management analogous to TQM?
Q3) An effective performance management system provides information that is_____________ to the firm's customer management initiative.
A)Timely.
B)Accurate.
C)Relevant
D)All of the choices are correct.
Q4) One of the reasons measuring input is important in relationship selling is:
A)They can be more easily quantified than outputs.
B)They are more important to most sales managers.
C)New order/cancellation ratios are a significant measure of a salesperson's input.
D)There is often a time lag between inputs and outputs.
Q5) What are the three common categories of sales performance ratios?
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