Question 1

In the information age,building and maintaining relationships has little to no impact on sales success.

Accepted Answer

A) True 
 B)False

Question 2

The role of a salesperson should move from supporting to selling.

Accepted Answer

A) True 
 B)False

Question 3

Joelle Williams is a personal coach who works primarily with sales representatives at the Colotel Corporation,a company that manufactures and sells copiers and peripherals.Joelle works on manners,nonverbal cues,and personal goal setting with the Colotel sales reps.Colotel prides itself on hiring locally and using regional ties to advance relationships with customers.
-One of Joelle's challenges when coaching salespeople in listening skills is overcoming the misperception that salespeople need to be better at talking than at listening so that they can persuade customers to buy.Which of the following statements best identifies the benefits of listening?

Accepted Answer

A)  Customers reject salespeople who do not display signs of active listening,like nodding the head and making encouraging sounds.
B)  Customers are dubious of the signs of active listening,but are put off even more by a salesperson who does nothing but talk.
C)  Salespeople should develop listening skills as part of an overall plan of personal development,and use visualization to help solidify their listening skills.
D)  Salespeople who are good listeners develop better rapport with customers so they can more easily persuade them to buy.
E)  Salespeople who are good listeners understand customer needs better to present a product configuration that solves customer problems.F) C) and D)
G) C) and E)

Question 4

A series of creative improvements in the sales process that enhance the customer experience is known as:

Accepted Answer

A)  relationship modeling
B)  customer-oriented sales
C)  value-added selling
D)  transactional selling
E)  managing relationshipsF) A) and E)
G) All of the above

Question 5

According to the text,emotional intelligence can most likely be increased by using:

Accepted Answer

A)  partnering relationships
B)  transactional sales methods
C)  non-verbal communication tools
D)  empathizing techniques
E)  self-development activitiesF) A) and C)
G) B) and E)

Question 6

According to Larry Wilson,there are three keys to a partnering relationship.To establish a partnership with a customer,he suggests:

Accepted Answer

A)  making sure everybody understands the purpose of the partnership
B)  being sure the relationship is primarily social rather than professional
C)  shifting the relationship from consulting to selling as quickly as possible
D)  convincing clients of the need for the product by using many nonverbal cues
E)  using closing methods that emphasize a rapid sale and future client referralsF) A) and E)
G) B) and C)

Question 7

Joelle Williams is a personal coach who works primarily with sales representatives at the Colotel Corporation,a company that manufactures and sells copiers and peripherals.Joelle works on manners,nonverbal cues,and personal goal setting with the Colotel sales reps.Colotel prides itself on hiring locally and using regional ties to advance relationships with customers.
-What is the best advice Joelle can give to sales representatives regarding punctuality for appointments?

Accepted Answer

A)  Lateness only matters if the prospect is on time and notices that the sales rep is late.
B)  Lateness is relative,and prospects in certain areas will expect a sales rep to be late.
C)  Lateness shows familiarity with the prospect,so it is a way to establish rapport.
D)  Lateness is viewed as disrespectful to most prospects,so always arrive early.
E)  Lateness can be overcome by offering excellent products at low cost.F) B) and C)
G) A) and E)

Question 8

AdVance Corporation is a company that formulates and manufactures fertilizers for the farming industry.The company produces several standardized formulas that can be purchased directly through the retail arms of the company,but it also formulates custom fertilizers for farms.
-The structure of AdVance's business model-formulating custom fertilizers for customers-relies on which of the following sales models?

Accepted Answer

A)  partnering
B)  persuading
C)  cobranding
D)  body language
E)  transactional sellingF) A) and D)
G) C) and D)

Question 9

________ can be defined as a strategically developed,high quality,long-term relationship that focuses on solving the customer's buying problem.

Accepted Answer

The answer of ________ can be defined as a strategically...

Question 10

Which of the following would be considered a secondary decision-maker?

Accepted Answer

A)  a credit department staffer employed by the same company as the salesperson
B)  the administrative assistant who works for the CEO of an established customer
C)  a shipping department worker employed by the same company as the salesperson
D)  the secretary who provides support services for the sales staff
E)  the accounts payable clerk who works for the vendorF) B) and E)
G) A) and B)

Question 11

Although developing relationships with customers frequently leads to repeat business,such partnering rarely triggers referrals.

Accepted Answer

A) True 
 B)False

Question 12

Joelle Williams is a personal coach who works primarily with sales representatives at the Colotel Corporation,a company that manufactures and sells copiers and peripherals.Joelle works on manners,nonverbal cues,and personal goal setting with the Colotel sales reps.Colotel prides itself on hiring locally and using regional ties to advance relationships with customers.
-Joelle most likely advises sales representatives to:

Accepted Answer

A)  speak more quickly during sales presentations to encourage fast sales
B)  maintain the same speech rate during all conversations with customers
C)  correct grammar problems to ensure that communication is clear and precise
D)  use technical terms and youthful phrases to convey an energetic personality
E)  employ the local accent,even if they are not from that area,to bond with local buyersF) B) and C)
G) A) and E)

Question 13

The win-win strategy can best be summed up by which of the following statements?

Accepted Answer

A)  Both buyer and seller come away from the negotiation having given up something they originally wanted.
B)  Both buyer and seller come away from the negotiation feeling that their best interests have been served.
C)  Both buyer and seller come away from the negotiation feeling that they have made a new friend.
D)  Neither buyer nor seller comes away from the negotiation feeling that they have made progress.
E)  Neither buyer nor seller comes away from the negotiation having given up anything.F) B) and D)
G) All of the above

Question 14

Mia is meeting a potential customer to give a sales presentation and is concerned about what to wear.Which of the following would most likely enable Mia to convey a professional image?

Accepted Answer

A)  brightly colored dress
B)  loose fitting shirt
C)  layers of jewelry
D)  scuffed shoes
E)  tailored skirtF) B) and D)
G) B) and E)

Question 15

In which communication setting is voice quality particularly important?

Accepted Answer

A)  telephone
B)  face-to-face meeting
C)  webinar
D)  email
E)  instant messageF) A) and B)
G) A) and C)

Question 16

Roni Harris,a college student in the business department of her local university,originally planned to major in accounting.However,she discovered an interest in product marketing and sales and is taking courses in these areas.
-During an interview for part-time sales position with Compu-Tex,a firm that sells software subscriptions,Roni is asked to discuss a time that she partnered with another person or group to achieve the other party's goal.Which example should Roni most likely describe?

Accepted Answer

A)  Roni sold her used textbooks to a friend who was taking a course Roni had taken the previous semester.
B)  Roni audited the books of the Investment Club to make sure she had calculated earnings and fees correctly.
C)  Roni spoke Mandarin to the server at her favorite Chinese restaurant so the server could understand her more easily.
D)  Roni watched and analyzed the gait of a track teammate so the teammate could choose the best shoes for her stride.
E)  Roni organized the volunteer schedule for the art therapy program to ensure a proper balance between her school and volunteer obligations.F) None of the above
G) A) and E)

Question 17

Transactional selling is a strategically developed,high-quality,long-term relationship that focuses on solving the customer's buying problems.

Accepted Answer

A) True 
 B)False

Question 18

The bundle of facts,opinions,beliefs,and perceptions that you have about yourself are referred to as which of the following?

Accepted Answer

A)  self-concept
B)  self-love
C)  self-esteem
D)  self-reflection
E)  self-examinationF) C) and D)
G) B) and C)

Question 19

Joelle Williams is a personal coach who works primarily with sales representatives at the Colotel Corporation,a company that manufactures and sells copiers and peripherals.Joelle works on manners,nonverbal cues,and personal goal setting with the Colotel sales reps.Colotel prides itself on hiring locally and using regional ties to advance relationships with customers.
-Joelle works with sales reps on projecting correct body language to set prospects at ease and convey a sense of honesty and trust.Learning to decipher body language can be more difficult because it requires:

Accepted Answer

A)  paying attention to signals the prospect projects while still interacting with the prospect
B)  intimate knowledge of the prospect's personality
C)  more knowledge of personal psychology than most salespeople have
D)  several meetings with the prospect to determine the prospect's baseline body language
E)  luck,as deciphering body language is not a skill that can be learnedF) A) and E)
G) C) and D)

Question 20

Roni Harris,a college student in the business department of her local university,originally planned to major in accounting.However,she discovered an interest in product marketing and sales and is taking courses in these areas.
-Roni,who lacks sales experience,has been assigned a mentor,Mark,who has been in the Compu-Tex sales department for ten years.Mark tells Roni that he believes the best way to build long-term relationships with customers is to follow the CARE model.What should Roni most likely do if she takes Mark's advice?

Accepted Answer

A)  Emulate Mark's speech and gestures when he gives sales presentations to clients.
B)  Ask Mark for a list of qualified prospects to improve her chances of closing a sale.
C)  Use CRM systems to ensure that clients receive software updates.
D)  Follow through on customer service commitments.
E)  Use positive self-talk to build her self-esteem.F) A) and D)
G) B) and C)

Exam 4: Creating Value With a Relationship Strategy

Correct Answer
verified

Transactional selling is a strategically developed,high-quality,long-term relationship that focuses on solving the customer's buying problems.

Correct Answer
verified

According to the text,emotional intelligence can most likely be increased by using:

Correct Answer
verified

According to Larry Wilson,there are three keys to a partnering relationship.To establish a partnership with a customer,he suggests:

Correct Answer
verified

Correct Answer
verified

________ can be defined as a strategically developed,high quality,long-term relationship that focuses on solving the customer's buying problem.

Correct Answer
verified

Although developing relationships with customers frequently leads to repeat business,such partnering rarely triggers referrals.

Correct Answer
verified

Correct Answer
verified

In which communication setting is voice quality particularly important?

Correct Answer
verified

Correct Answer
verified

A series of creative improvements in the sales process that enhance the customer experience is known as:

Correct Answer
verified

In the information age,building and maintaining relationships has little to no impact on sales success.

Correct Answer
verified

The role of a salesperson should move from supporting to selling.

Correct Answer
verified

Correct Answer
verified

The bundle of facts,opinions,beliefs,and perceptions that you have about yourself are referred to as which of the following?

Correct Answer
verified

The win-win strategy can best be summed up by which of the following statements?

Correct Answer
verified

Correct Answer
verified

Mia is meeting a potential customer to give a sales presentation and is concerned about what to wear.Which of the following would most likely enable Mia to convey a professional image?

Correct Answer
verified

Which of the following would be considered a secondary decision-maker?

Correct Answer
verified

Correct Answer
verified

Exam 4: Creating Value With a Relationship Strategy

Correct AnswerverifiedShow Answer

Transactional selling is a strategically developed,high-quality,long-term relationship that focuses on solving the customer's buying problems.

Correct AnswerverifiedShow Answer

According to the text,emotional intelligence can most likely be increased by using:

Correct AnswerverifiedShow Answer

According to Larry Wilson,there are three keys to a partnering relationship.To establish a partnership with a customer,he suggests:

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

________ can be defined as a strategically developed,high quality,long-term relationship that focuses on solving the customer's buying problem.

Correct AnswerverifiedShow Answer

Although developing relationships with customers frequently leads to repeat business,such partnering rarely triggers referrals.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

In which communication setting is voice quality particularly important?

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

A series of creative improvements in the sales process that enhance the customer experience is known as:

Correct AnswerverifiedShow Answer

In the information age,building and maintaining relationships has little to no impact on sales success.

Correct AnswerverifiedShow Answer

The role of a salesperson should move from supporting to selling.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

The bundle of facts,opinions,beliefs,and perceptions that you have about yourself are referred to as which of the following?

Correct AnswerverifiedShow Answer

The win-win strategy can best be summed up by which of the following statements?

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Mia is meeting a potential customer to give a sales presentation and is concerned about what to wear.Which of the following would most likely enable Mia to convey a professional image?

Correct AnswerverifiedShow Answer

Which of the following would be considered a secondary decision-maker?

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

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