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Test your basic knowledge |
Personal Selling
Start Test
Study First
Subject
:
business-skills
Instructions:
Answer 50 questions in 15 minutes.
If you are not ready to take this test, you can
study here
.
Match each statement with the correct term.
Don't refresh. All questions and answers are randomly picked and ordered every time you load a test.
This is a study tool. The 3 wrong answers for each question are randomly chosen from answers to other questions. So, you might find at times the answers obvious, but you will see it re-enforces your understanding as you take the test each time.
1. The added value or favorable features of the product or service the seller offers
types of sales presentations
sales dialogue template
FOB (free on board)
benefits
2. (amount added to cost/cost)
expert power
components of a commitment
Determine Markup based on cost (% Markup based on cost)
sales dialogue
3. Providing useful information - Expediting orders and monitoring installation - Training customer personnel - Correcting billing errors - Remembering the customer after the sale - Resolving complaints
Relationship enhancement activities
zone price
gross profit
types of sales presentations
4. Prospect information - customer proposition - sales call objective - situation and needs analysis - competitive situation - beginning sales dialogue - anticipate questions & objections - earn prospect commitment - building value through follow-up a
Portfolio Analysis
Sources of power
components in the sales Dialogue Template
types of sales presentations
5. Routing plan in which - beginning in one cluster - the salesperson works each of the accounts at that location and then jumps to the next cluster.(widely dispersed)
reward power
leapfrog pattern
Determine Markup based on price (% markup on price)
features
6. Listen carefully and get the whole story - Ask the customer what s/he would like you to do - Negotiate an agreeable solution
steps to resolving Complaints
circular route pattern
components in the sales Dialogue Template
Single-factor analysis
7. Expert power - referent power - coercive power - reward power - legitimate power
components of a sales proposal
net profit
Sources of power
ways to approach a prospect
8. A quality or characteristic of a product or service that is designed to provide value to a buyer
net profit
zone price
features
Steps in the Selling Process
9. A flexible planning tool that assists the salesperson in assembling pertinent information to be covered with the prospect.
sales dialogue template
features
non-cumulative quantity discounts
Determine Markup based on price (% markup on price)
10. Listen - Acknowledge - Assess - Respond - Confirm
handling objections(LAARC)
Importance of managing expectations
components of a sales proposal
Determine Markup based on price (% markup on price)
11. Respond to the objection by telling the prospect s/he is wrong
ways to approach a prospect
direct denial
mental steps in buying
Relationship enhancement activities
12. 1) non-cumulative quantity discounts 2) cumulative quantity discounts 3) cash discounts 4) trade discounts 5) consumer discount:
Resolving Complaints
trade discounts
Types of discounts
reward power
13. Focus on longterm - deliver more than promised - call regularly - add value - keep communications lines open - Take responsibility for Problems
referent power
confirmed benefits
relationship enhancers
consumer discount
14. Business conversations between buyers and sellers that occur as salespeople attempt to initiate - develop - and enhance customer relationships. Sales dialogue should be customer-focused and have a clear purpose.
sales dialogue
components in the sales Dialogue Template
major city pattern
Different types of account classifications
15. Forestall - Direct Denial - indirect denial - compensation - question - third party reinforcement
customer value proposition
needs of the prospect
major city pattern
methods for handling resistance
16. Respond to the objection by providing evidence that helps the prospect realize s/he is mistaken
ways to approach a prospect
types of sales presentations
indirect denial
compensation
17. Manufacturer reduces prices to channel members to compensate for services they perform
Resolving Complaints
features
Single-factor analysis
trade discounts
18. Territory routing plan in which salespeople start from their offices and make calls in one direction until they reach the end of the territory.(located in clusters away from one another)
components of a commitment
sales presentations
straight line route pattern
leapfrog pattern
19. Means the buyer pays transportation charges on the goods--- the title passes to the customer when the goods are loaded on the shipping vehicles
The human needs
cumulative quantity discounts
Steps in the Selling Process
FOB (free on board)
20. The money remaining after the costs of marketing and operating the business are paid
net profit
Determine Markup based on cost (% Markup based on cost)
coercive power
Characteristics of effective sales goals
21. Power that stems from the authority to punish or recommend punishment
list price
coercive power
steps to resolving Complaints
Different types of Routing plans
22. Failure to meet expectations results in dissatisfaction - meeting expectations results in satisfaction - exceeding expectations results in delight
steps to resolving Complaints
Different types of prices
ways to approach a prospect
Importance of managing expectations
23. (amount added to cost/selling price)
components of a commitment
Determine Markup based on price (% markup on price)
consumer discount
benefits
24. Ask for the order/direct commitment -legitimate choice/alternative choice - summary commitment - t-account or balance sheet commitment - success story commitment
The human needs
sales presentations
different ways of earning commitment
FOB destination
25. Memorized selling: structured - need satisfaction selling: Unstructured - problem solution selling: customized - Formula Selling: Semi-structured
features
Characteristics of effective sales goals
types of sales presentations
Steps in the Selling Process
26. Some training is required; customizable while being written but not delivered; may be percieved as more credible
consumer discount
Importance of managing expectations
written proposal
FOB (free on board)
27. Dollar amount added to the product cost to determine its selling price
components of a sales proposal
Markup
Forestall
Different types of account classifications
28. One-time price reductions the producer passes on to channel members or directly to the consumer
consumer discount
Sources of power
Steps in the Selling Process
net profit
29. One time reduction in prices commonly used in both consumer and industrial goods
Self-Leadership
SPES sequence for presenting sales aids
non-cumulative quantity discounts
compensation
30. An in-person meeting between a salesperson or sales team and one or more buyers to discuss business.
expert power
cloverleaf pattern
sales call
Relationship enhancement activities
31. Discounts the customer receives for buying a certain amount of products over a stated period
cumulative quantity discounts
mental steps in buying
Sources of power
SPES sequence for presenting sales aids
32. Introductory approach - product approach - benefit approach - question approach - referral approach - compliment approach - survey approach
indirect denial
Self-Leadership
ways to approach a prospect
Sources of power
33. Single-factor analysis - portfolio analysis
Different types of Routing plans
check back or response check
Different types of account classifications
Markup
34. Personal goals - sales call goals - account goals - territory goals
Sequence of the Sales Presentation
Levels of sales goal
FOB destination
written proposal
35. Influence based on special skills or knowledge
expert power
sequential Components of Effective Followup
canned presentation
legitimate power
36. 1) 7-10 times more expensive to get a new customer compared to retaining an old one. 2) 5% increase in customer retention can increase profits from 25% to 125% 3) most fortune 500 companies lose 50% of their customers in five years
sales dialogue
importance of followup and customer retention
net price
Steps in the Selling Process
37. The process of first deciding what is to be accomplished and then placing into motion the proper plan designed to achieve those objectives
gross profit
Self-Leadership
trade discounts
benefits
38. Classification allows two factors to be considered simulataneously
Portfolio Analysis
Single-factor analysis
net profit
cloverleaf pattern
39. 1. attention 2. interest 3. desire4. conviction 5. purchase
components of a commitment
SPES sequence for presenting sales aids
mental steps in buying
Resolving Complaints
40. Extensive training is required: customizable; interactive fosters trust
handling objections(LAARC)
organized presentation
The human needs
mental steps in buying
41. 1. Introduction 2. Need discovery 3. Present benefits addressing the buyer's explicit needs 4. Continuation of prior sales calls should start with a summary of earlier calls 5. Pricing issues should not be focused on until the customer's needs have b
sequential Components of Effective Followup
Self-Leadership
different types of objections
Sequence of the Sales Presentation
42. The personal distance that individuals prefer to keep between themselves and other individuals and is an important element of nonverbal communication
customer value proposition
steps to resolving complaints
proxemics
organized presentation
43. A statement of how the sales offering will add value to the prospect's business by meeting a need or providing an opportunity.
FOB destination
customer value proposition
referent power
sequential Components of Effective Followup
44. 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 reflecting each ones concentration and pattern of accounts
compensation
sales dialogue
proxemics
major city pattern
45. Counterbalance the objection with an offsetting benefit question: ask the buyer assessment questions to gain a better understanding of the source of the objection
The human needs
reward power
compensation
importance of followup and customer retention
46. 1) straight line route pattern 2) cloverleaf pattern 3) circular route pattern 4) leapfrog pattern 5) major city pattern
The human needs
Different types of Routing plans
handling objections(LAARC)
Relationship Detractors
47. 1) Interact- maximize number of critical encounters 2) Connect- maintain contact with multiple members of the buying team and maintain consistency of the message 3) Know- interpret the gathered information from multiple sources and develop insights i
sequential Components of Effective Followup
Relationship Detractors
expert power
Relationship enhancement activities
48. Need - product or service features - company or source - price - time(stalling)
sales call
different types of objections
sequential Components of Effective Followup
Levels of sales goal
49. Questions salespeople use throughout a sales dialogue to generate feedback from the buyer
check back or response check
confirmed benefits
list price
features
50. Introduce the source of the objection before the prospect brings it up
components of a sales proposal
Self-Leadership
net price
Forestall