Sales Communication Review Questions
Course Introduction
Sales Communication explores the principles, strategies, and techniques essential for effective communication in sales contexts. The course examines the fundamentals of persuasive messaging, active listening, relationship building, and negotiation as they relate to the sales process. Students will analyze buyer behavior, develop presentation skills, and practice crafting tailored sales pitches for diverse audiences. Through case studies, role-plays, and real-world scenarios, students gain practical experience in handling objections, closing deals, and fostering long-term customer relationships all while maintaining ethical and professional standards.
Recommended Textbook
SELL 3rd Edition by Thomas N. Ingram
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11 Chapters
1529 Verified Questions
1529 Flashcards
Source URL: https://quizplus.com/study-set/1199
Page 2
Chapter 1: Overview of Personal Selling
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127 Verified Questions
127 Flashcards
Source URL: https://quizplus.com/quiz/23728
Sample Questions
Q1) _________________ refers to non-retail sales positions where the salesperson remains in his/her employer's place of business while dealing with customers.
Answer: Inside Sales
Q2) Because order-getters actively seek orders (usually in a highly competitive environment), they are also called _________________.
Answer: Hunters
Q3) Which one of the following is not a stage in the problem-solving approach to selling?
A) Continue selling until purchase decision.
B) Generate alternative solutions.
C) Follow up sale with additional product offerings.
D) Define problem.
E) Evaluate alternative solutions.
Answer: C
Q4) Business partner is one of the roles important to consultative selling.
A)True
B)False
Answer: False
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Chapter 2: Building Trust and Sales Ethics
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109 Verified Questions
109 Flashcards
Source URL: https://quizplus.com/quiz/23729
Sample Questions
Q1) Knowledge is of little importance when it comes to building trust.
A)True
B)False
Answer: False
Q2) It is unlikely that salespeople could use technology to differentiate themselves from their competitors.
A)True
B)False
Answer: False
Q3) Which of the following are considered unethical behavior?
A) Exaggerating product benefits
B) Withholding relevant information from the customer
C) Providing answers to questions to which they do not know the answer
D) Both b and c
E) All of the above
Answer: E
Q4) Anything that is unethical is also illegal.
A)True
B)False
Answer: False
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Chapter 3: Understanding Buyers
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144 Verified Questions
144 Flashcards
Source URL: https://quizplus.com/quiz/23730
Sample Questions
Q1) Kim is meticulous and inflexible regarding time. She is also confrontational and likes to take risks. With respect to the Communication Styles Matrix, Kim is a(n)
A) Assertive
B) Amiable
C) Expressive
D) Analytical
E) Driver
Answer: C
Q2) Buyers are increasingly dependent on salespeople to provide knowledge in addition to the core products they're selling.
A)True
B)False
Answer: True
Q3) Buying teams will always include someone characterized as the User.
A)True
B)False
Answer: False
Q4) ____________ needs are needs for acceptance from an association with others. Answer: Social
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Chapter 4: Communication Skills
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135 Verified Questions
135 Flashcards
Source URL: https://quizplus.com/quiz/23731
Sample Questions
Q1) ____________questions are used to shift or redirect the topic of discussion when the discussion gets off course or when a line of questioning proves to be of little interest or value.
Q2) Trust-based sales communication is a form of communication that enables salespeople to convince buyers to buy just about anything provided the price is reasonable.
A)True
B)False
Q3) An important part of listening is visual rather than auditory.
A)True
B)False
Q4) ____________ refer to groups of related nonverbal expressions, gestures, and movements that can be interpreted to better understand the true message being communicated.
Q5) An important part of effective buyer-seller communication is the seller's ability to create mental images in the buyer's mind.
A)True B)False
Q6) SPIN stands for Situation, Problem and ______________.
Page 6
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Chapter 5: Strategic Prospecting and Preparing for Sales Dialogue
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123 Verified Questions
123 Flashcards
Source URL: https://quizplus.com/quiz/23732
Sample Questions
Q1) Which of the following describes a common reason why salespeople dislike prospecting?
A) They have a fear of rejection.
B) They dislike dealing with people.
C) Actually, most salespeople like prospecting.
D) All of the above are correct.
E) None of the above is correct.
Q2) The more a salesperson knows about a prospect, the better chance a salesperson has to make a sale.
A)True
B)False
Q3) Sales leads are, by definition, qualified sales leads.
A)True
B)False
Q4) In order for a lead to be considered a sales prospect, that lead must have a need for the salesperson's product.
A)True
B)False
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Q5) ______________in any organization screen their bosses' calls and sometimes are curt and even rude.
Chapter 6: Planning Sales Dialogues and Presentations
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139 Verified Questions
139 Flashcards
Source URL: https://quizplus.com/quiz/23733
Sample Questions
Q1) The written sales proposal allows for interaction between the buyer and seller.
A)True
B)False
Q2) The T in ADAPT stands for ________________ questions.
Q3) An organized presentation is a form of canned sales presentation.
A)True
B)False
Q4) The most important factors driving the customer's purchase decision process are referred to as buying motives.
A)True
B)False
Q5) It is important to focus on the buyer when planning the sales call.
A)True
B)False
Q6) The first part of a written sales proposal is a/an _____________________.
Q7) Features provide benefits, and benefits address buying motives.
A)True
B)False
Page 8
Q8) The second A in ADAPT stands for ________________ questions.
Q9) The first A in ADAPT stands for ________________ questions.
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Page 9
Chapter 7: Sales Dialogue: Creating and Communicating Value
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133 Verified Questions
133 Flashcards
Source URL: https://quizplus.com/quiz/23734
Sample Questions
Q1) Sandy is a salesperson for XYZ Computer Co. As she moves into the presentation portion of the sales process, Sandy should do all of the following except:
A) Convey to the buyer how her product will meet the buyer's confirmed needs
B) Explain how the product's features translate into meaningful benefits
C) Convince the buyer that Sandy's product is the lowest price product on the market
D) Provide rationale for why the prospect should buy from Sandy as opposed to one of Sandy's competitors
E) Sandy should do all of the above
Q2) A comparison is a statement that points out and illustrates the similarities between two points.
A)True
B)False
Q3) Creating value and generating confirmed benefits are major objectives of the SPIN and ___________questioning strategies.
Q4) ______________occurs when salespeople present their product or service to individual buyers before a major sales dialogue with a group of buyers.
Q5) An anecdote is a specific type of a/an __________________
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Chapter 8: Addressing Concerns and Earning Commitment
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139 Verified Questions
139 Flashcards
Source URL: https://quizplus.com/quiz/23735
Sample Questions
Q1) A salesperson that relates that others actually found their initial opinions to be unfounded is using the ________ - ________ - ________ method of handling objections.
Q2) The Compensation method for handling objections turns a reason not to buy into a reason to buy.
A)True
B)False
Q3) When dealing with buyer objections, it is a good idea to use the Forestalling method most of the time.
A)True
B)False
Q4) Buyer resistance to the progression of the sale is referred to as _____________.
A) A threat to the sale
B) An objection
C) Interest
D) A buyer initiated challenge (BIC)
E) Show stopper
Q5) "The price is lower than I thought" is an example of a commitment signal.
A)True
B)False
11
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Chapter 9: Expanding Customer Relations
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140 Verified Questions
140 Flashcards
Source URL: https://quizplus.com/quiz/23736
Sample Questions
Q1) Grace is a salesperson who strives to build relationships with multiple individuals in her customers' organizations. Which of the four sequential components of effective follow-up is Grace utilizing?
A) Interact
B) Connect
C) Know
D) Relate
E) Encourage
Q2) Using exaggeration to get an order is a generally accepted practice in professional selling.
A)True
B)False
Q3) What is the most important customer service dimension?
A) Communication
B) Reliability
C) Resilience
D) Motivation
E) Anticipation
Q4) By providing useful ____________, the salesperson is demonstrating a commitment to the buyer.
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Chapter 10: Adding Value: Self-Leadership and Teamwork
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154 Verified Questions
154 Flashcards
Source URL: https://quizplus.com/quiz/23737
Sample Questions
Q1) What are the two commonly used methods for classifying accounts?
A) Single-factor analysis and ABC analysis
B) Single-factor analysis and portfolio analysis
C) Sales volume analysis and potential volume analysis
D) Potential sales analysis and Most Likely Sales (MLS) analysis
E) Most Likely Sales (MLS) analysis and Least Likely Sales (LLS) analysis
Q2) Goals should be quantifiable, realistic, and ______ specific.
Q3) Which of the following is not one of the types of software applications a salesperson is likely to use when taking advantage of computer technology?
A) Presentation graphics
B) Word processing
C) Customer Relationship Management
D) Spreadsheets
E) They're likely to take advantage of all the above
Q4) __________ analysis is the process of surveying an area to determine customers and prospects that are most likely to buy.
Q5) A ___________________ is a territory routing plan used when the territory is composed of a major metropolitan area and the territory is split into a series of geometric shapes.
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Chapter 11: Sales Management and Sales
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186 Verified Questions
186 Flashcards
Source URL: https://quizplus.com/quiz/23738
Sample Questions
Q1) Sales ___________refers to planning, implementing, and controlling the sales and sales management process.
Q2) Managing an organization's personal selling function to include planning, implementing, and controlling the sales management process is called:
A) Sales leadership
B) Sales management
C) Sales supervision
D) Sales control
E) None of the above
Q3) Because they are not managers, salespeople can never possess any real power.
A)True
B)False
Q4) Good sales managers should be reluctant to use one or more sources of power.
A)True
B)False
Q5) Behavior-based evaluation methods include measuring the extent to which the salesperson made quota.
A)True
B)False
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