Sales Techniques
Exam Answer Key
Course Introduction
Sales Techniques is a comprehensive course designed to equip students with the essential skills and strategies required for successful selling in today's competitive marketplace. The course covers the fundamentals of the sales process, including prospecting, building rapport, identifying customer needs, presenting solutions, handling objections, closing sales, and maintaining client relationships. Emphasis is placed on practical approaches, ethical selling, effective communication, and the application of psychological principles to sales interactions. Through hands-on exercises, case studies, and real-world scenarios, students develop the confidence and expertise necessary to excel in various sales environments and industries.
Recommended Textbook
ABCs of Relationship Selling through Service 12th Edition by Charles M. Futrell
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14 Chapters
2054 Verified Questions
2054 Flashcards
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Chapter 1: The Life, times, and Career of the Professional Salesperson
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144 Verified Questions
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Sample Questions
Q1) Salespeople who are order-_____ obtain new and repeat business using creative sales strategies and well-executed sales presentations.
A)collectors
B)takers
C)capturers
D)detailers
E)getters
Answer: E
Q2) Another name for a salesperson is a(n):
A)transaction manager.
B)exchange coordinator.
C)counter trader.
D)stakeholder supervisor.
E)customer contact person.
Answer: E
Q3) What are the three categories of important skills that are necessary for a salesperson's success?
Answer: Conceptual,human,and technical skills.
Q4) What is the primary purpose of relationship selling?
Answer: To create customer loyalty.
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Chapter 2: Ethics Firstthen Customer Relationships
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Sample Questions
Q1) The single most important factor in improving the climate for ethical behavior in a sales force is the existence of a detailed code of ethics.
A)True
B)False
Answer: False
Q2) According to the text,businesses use the _____ to serve as a universal,practical,and helpful standard for businesspeople.
A)Hindu Mahabharata
B)sayings of Confucius
C)Golden Rule
D)Beatitudes
E)Torah
Answer: C
Q3) It is easy to distinguish between a gift and a bribe.
A)True
B)False
Answer: False
Q4) What are the two types of codes of ethics?
Answer: Principle-based statements and policy-based statements
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Chapter 3: The Psychology of Selling: Why People Buy
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Sample Questions
Q1) During a trial close,an effective salesperson asks a prospect to purchase a product.
A)True
B)False
Answer: False
Q2) Describe the three stages in the stimulus-response model of buyer behavior.
Answer: The first stage is the stimulus,which is the sales presentation.Next comes the black box,which indicates the buyer's hidden mental processes.The final stage is the response,which is either a sale or no sale.
Q3) According to the SELL sequence,the first thing you should do in your sales presentation is to show the advantages of your product.
A)True
B)False
Answer: False
Q4) Dissonance increases with the importance of the decision and the difficulty of choosing between products.
A)True
B)False
Answer: True
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Chapter 4: Communication for Relationship Building: Its Not
All Talk
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Sample Questions
Q1) The MIT Precision Products salesperson called on the dentist and described his company's new drill as having "unbelievable cutting power" and "a perfect balance to reduce hand fatigue." The dentist looked at the salesperson as if he were crazy and said,"I will never use your company's product.It was due to an MIT product that I failed to graduate with the rest of my classmates." In terms of the communication process,the dentist:
A)encoded the message.
B)created noise.
C)provided feedback.
D)changed the communication channel.
E)altered the communication medium.
Q2) What is the KISS rule?
Q3) Define communications in a sales context.
Q4) Disagreement signals should be handled by using close-ended questions and projecting acceptance signals.
A)True
B)False
Q5) Describe the three levels of listening,starting with the lowest level.What happens as you move from the first to the third level?
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Chapter 5: Sales Knowledge: Customers, products, technologies
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146 Verified Questions
146 Flashcards
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Sample Questions
Q1) When communicating with e-mail messages,you should never:
A)use friendly closings.
B)be too brief.
C)use salutations.
D)use all capital letters
E)include subject headings
Q2) A veterinarian ran a local newspaper advertisement announcing it was the exclusive distributor of Hill brand gourmet pet food.The Hill salesperson reimbursed the veterinarian for the media cost.This is an example of _____ advertising.
A)industrial
B)national
C)trade
D)dual
E)co-op
Q3) Distinguish between gross profit and net profit.
Q4) Prospects want to do business with salespeople who know their business and the products they sell.
A)True
B)False
Page 7
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Chapter 6: Prospecting : the Lifeblood of Selling
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Sample Questions
Q1) Abel,a teenager,is trying to earn money by operating a dog walking service.Abel is knocking on the door of every dog owner within a six-block radius of his house and asking if the homeowner would like to use his service.Abel is using the _____ method of prospecting.
A)public demonstration
B)group
C)referral
D)cold canvass
E)endless chain
Q2) A company that manufactures truck bed liners will be sending representatives to a Dallas automotive trade show.What advice should you give them to make sure their trip is a profitable one?
A)Be prepared for rejection
B)Never be assertive in approaching trade show visitors
C)Avoid using lead cards because they are too time-consuming
D)Do not distract from your exhibit with attention-getting devices
E)Memorize your sales pitch word-for-word
Q3) Obtaining referrals is a continuous process for salespeople.
A)True
B)False
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Chapter 7: Planning the Sales Call Is a Must
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Sample Questions
Q1) Purpose is a list of plans,goals,or objectives that differ from one sales call to another.
A)True
B)False
Q2) The customer benefit plan contains the nucleus of the information used in the salesperson's sales presentation.
A)True
B)False
Q3) Salespeople and customers need to work together to achieve a mutually beneficial agreement.
A)True
B)False
Q4) The FAB formula helps a salesperson increase a prospect's desire for a product.
A)True
B)False
Q5) A plan is defined as the act of setting a goal and accomplishing it.
A)True
B)False
Q6) List the prospect's five mental steps in buying.
Q7) What is a strategic customer relationship?
Page 9
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Chapter 8: Carefully Select Which Sales Presentation
Method to Use
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Sample Questions
Q1) The _____ involves a persuasive vocal and visual explanation of a business proposition.
A)pre-approach
B)display premise
C)sales presentation
D)trial close
E)service follow-up
Q2) Hastie and Ager would most likely use the formula presentation approach when:
A)working with a prospect who has limited time.
B)selling to a veteran stage production manager.
C)making a proposal to a committee.
D)dealing with a rebuy situation.
E)negotiating with a manager.
Q3) Most inexperienced salespeople generally operate in a _____ mode during negotiation.
A)cooperative
B)competitive
C)attitudinal
D)organizational
E)personal
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Chapter 9: Begin Your Presentation Strategically
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Sample Questions
Q1) "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
Q2) When the salesperson for Cloud Nine walked into the office of the department store buyer,she laid a sample of the company's newest line of hand-blown glass candleholders in front of the buyer and said nothing as she waited for the buyer to comment on the candleholder.The Cloud Nine salesperson has used the _____ approach.
A)showmanship
B)silent benefit
C)shock
D)product
E)curiosity
Q3) Describe the creative imagery technique.
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Page 11
Chapter 10: Elements of a Great Sales Presentation
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Sample Questions
Q1) Which of the following is NOT an example of a proof statement?
A)A guarantee.
B)Independent research results.
C)A demonstration.
D)The customer's past sales figures.
E)A testimonial.
Q2) For corporate products,the usage instructions should be presented as a marketing plan.
A)True
B)False
Q3) Which type of suggestion method seeks to create doubt about a competitor's products?
A)Suggestive proposition
B)Empathic suggestion
C)Manipulative suggestion
D)Autosuggestion
E)Indirect suggestion
Q4) Describe three types of suggestions used by salespeople.Provide an example of each to illustrate your answer.
Q5) Where does the ideal sales presentation take place?
Page 12
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Chapter 11: Welcome Your Prospects Objections
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Sample Questions
Q1) _____ refers to reaching an agreement mutually satisfactory to both buyer and seller.
A)Collaboration
B)Strategic allying
C)Negotiation
D)Partnering
E)Networking
Q2) Moira sells Kemco hot water/high pressure plant sanitation systems.When her customer told her that his company could not afford such an expensive system,Moira responded,"I'm sorry,but you are wrong.Your company cannot afford to remain without a Kemco system.Our system will save you chemicals,energy,water,and time.No other system on the market can save you nearly as much as the Kemco system can." What type of objection did the customer use? How was Moira dealing with the customer's objection?
Q3) The dodge method of handling an objection takes the prospect's objection and converts it into a reason to buy.
A)True
B)False
Q4) Why do some salespeople deal with an objection by rephrasing the objection as a question?
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Chapter 12: Closing Begins the Relationship
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Sample Questions
Q1) Which of the following is true regarding the summary-of-benefits close?
A)It is infrequently used by salespeople.
B)It aims at a specific prospect's personality.
C)It cannot be used easily as it involves a complex process.
D)The SELL sequence and FAB statements can be utilized.
E)It is not a straightforward method to close an industrial sale.
Q2) "You would require 500 cases this month.I will send them on Friday." This is an example of _____ closing technique.
A)assumptive
B)alternative-choice
C)minor-points
D)commanding
E)standing-room-only
Q3) When should a salesperson attempt to close the sale?
A)When the prospect is at the desire stage of the mental buying process.
B)When the prospect is ready.
C)When the salesperson is ready.
D)After every trial close.
E)After the sales presentation.
Q4) Why is it recommended that a salesperson remain quiet after asking for an order?
Page 14
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Chapter 13: Service and Follow-Up for Customer Retention
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Sample Questions
Q1) A salesperson who is a true professional:
A)keeps customers informed about competitors.
B)leave beliefs and morals out of business dealings.
C)speaks well of others,including the competition.
D)knows when to use high pressure techniques on prospects.
E)knows that finding new customers is more important than servicing current ones.
Q2) The first step of the professional sales call is to analyze the prospect's needs.
A)True
B)False
Q3) Charles Landon sells software to large manufacturing firms.He strives to convert prospects into customers.After customers have purchased from Charles,what is the LEAST likely action he should take if he wants to ensure future sales?
A)Keeping service promises
B)Increasing account penetration
C)Contacting the account regularly
D)Asking about the prices offered by competitors
E)Providing the customer with problem-solving ideas
Q4) List the three levels of customer relationship marketing.
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Page 15
Chapter 14: Time, territory, and Self-Management: Keys to Success
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Sample Questions
Q1) Fewer overnight trips and more regular contact with productive customers can reduce sales expenses as well as improve a firm's sales-cost ratio.
A)True
B)False
Q2) According to the Golden Rule,how you spend your time greatly influences your level of sales success.
A)True
B)False
Q3) Account analysis classifies accounts according to the ELMS system.Briefly describe this system.
Q4) Which of the following rules should a salesperson adopt in order to have more productive lunch periods?
A)Monitor the time to avoid monopolizing too much of the buyer's day.
B)Have an alcoholic drink only if the client makes the suggestion.
C)Conduct part of the sales presentation during lunch using a laptop.
D)When lunching alone,use the time to read something relaxing.
E)Offer to purchase the customer a lunchtime cocktail or dessert.
Q5) What is territorial evaluation? What is the purpose and benefit of territorial evaluation?
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