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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. Introduce the source of the objection before the prospect brings it up
Forestall
FOB destination
Types of discounts
components of a sales proposal
2. A quality or characteristic of a product or service that is designed to provide value to a buyer
features
cumulative quantity discounts
customer value proposition
indirect denial
3. Intensity - Persistence - Direction
sequential Components of Effective Followup
Forestall
The dimensions of motivation
Markup
4. One-time price reductions the producer passes on to channel members or directly to the consumer
components in the sales Dialogue Template
Resolving Complaints
mental steps in buying
consumer discount
5. 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
Sequence of the Sales Presentation
Different types of account classifications
handling objections(LAARC)
cloverleaf pattern
6. Extensive training is required: customizable; interactive fosters trust
canned presentation
Resolving Complaints
organized presentation
customer value proposition
7. Certainty - uncertainty - significance - connection and love - needs of spirit
steps to resolving complaints
check back or response check
compensation
The human needs
8. 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
different ways of earning commitment
consumer discount
cash discounts
importance of followup and customer retention
9. 1) straight line route pattern 2) cloverleaf pattern 3) circular route pattern 4) leapfrog pattern 5) major city pattern
cash discounts
Forestall
canned presentation
Different types of Routing plans
10. Counterbalance the objection with an offsetting benefit question: ask the buyer assessment questions to gain a better understanding of the source of the objection
compensation
needs of the prospect
components of a sales proposal
Portfolio Analysis
11. List price - net price - zone price - FOB shipping point - FOB destination
reward power
Different types of prices
proxemics
direct denial
12. The money remaining after the costs of marketing and operating the business are paid
importance of followup and customer retention
net profit
consumer discount
Resolving Complaints
13. Influence based on special skills or knowledge
referent power
expert power
sales dialogue
cash discounts
14. Single-factor analysis - portfolio analysis
FOB destination
Sources of power
Different types of prices
Different types of account classifications
15. Standard price charged to customers
Relationship Detractors
list price
Different types of account classifications
canned presentation
16. 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
cumulative quantity discounts
Self-Leadership
The dimensions of motivation
17. Executive summary - situation analysis - needs benefits analysis - company description - pricing and sales agreement - suggested action and timetable
components of a sales proposal
net profit
different ways of earning commitment
SPES sequence for presenting sales aids
18. Sales presentation that includes scripted sales calls - memorized presentations - and automated presentations. little training is required; inflexible/not customizable; difficult to build trust
components in the sales Dialogue Template
Resolving Complaints
canned presentation
sales dialogue template
19. One time reduction in prices commonly used in both consumer and industrial goods
features
Different types of prices
non-cumulative quantity discounts
relationship enhancers
20. Power that stems from a formal management position in an organization and the authority granted to it
legitimate power
sequential Components of Effective Followup
Portfolio Analysis
third party reinforcement
21. An in-person meeting between a salesperson or sales team and one or more buyers to discuss business.
sales dialogue template
indirect denial
Different types of account classifications
sales call
22. Forestall - Direct Denial - indirect denial - compensation - question - third party reinforcement
check back or response check
customer value proposition
handling objections(LAARC)
methods for handling resistance
23. Failure to meet expectations results in dissatisfaction - meeting expectations results in satisfaction - exceeding expectations results in delight
Steps in the Selling Process
needs of the prospect
written proposal
Importance of managing expectations
24. Assessment - Discovery - Activation - Projection - Transition
ADAPT
proxemics
canned presentation
expert power
25. Classification allows two factors to be considered simulataneously
confirmed benefits
non-cumulative quantity discounts
Portfolio Analysis
Characteristics of effective sales goals
26. The added value or favorable features of the product or service the seller offers
components of a sales proposal
Characteristics of effective sales goals
trade discounts
benefits
27. 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
canned presentation
major city pattern
components of a sales proposal
Levels of sales goal
28. Discounts the customer receives for buying a certain amount of products over a stated period
major city pattern
written proposal
cumulative quantity discounts
proxemics
29. Prospecting - Preapproach - approach - presentation - trial close - objections - meet objections - trial close - close - Follow-up
written proposal
Steps in the Selling Process
Different types of account classifications
cumulative quantity discounts
30. Respond to the objection by providing evidence that helps the prospect realize s/he is mistaken
check back or response check
cumulative quantity discounts
major city pattern
indirect denial
31. Manufacturer reduces prices to channel members to compensate for services they perform
trade discounts
check back or response check
referent power
sales call
32. Focus on short-term - Over Promise-Under Deliver - Call Sporadically - Show Up for Another Order - Can Never Reach Salesperson - Lie - Exaggerate - Blame Someone else
sales presentations
Portfolio Analysis
Relationship Detractors
Relationship enhancement activities
33. The benefits the buyer indicates are important and represent value
Sequential Stages of Self-Leadership
leapfrog pattern
confirmed benefits
consumer discount
34. Means the buyer pays transportation charges on the goods--- the title passes to the customer when the goods are loaded on the shipping vehicles
Portfolio Analysis
The dimensions of motivation
FOB (free on board)
organized presentation
35. Power that stems from the authority to punish or recommend punishment
trade discounts
straight line route pattern
cloverleaf pattern
coercive power
36. Territory routing plan in which the salesperson begins at the office and moves in an expanding pattern of concentric circles that spiral across the territory. (evenly distributed)
relationship enhancers
importance of followup and customer retention
sales dialogue template
circular route pattern
37. Power that results from characteristics that command subordinates' identification with - respect and admiration for - and desire to emulate the leader
benefits
legitimate power
referent power
straight line route pattern
38. Questions salespeople use throughout a sales dialogue to generate feedback from the buyer
non-cumulative quantity discounts
The dimensions of motivation
reward power
check back or response check
39. The personal distance that individuals prefer to keep between themselves and other individuals and is an important element of nonverbal communication
proxemics
importance of followup and customer retention
Importance of managing expectations
circular route pattern
40. State the selling point and introduce the aid - present the aid - explain the aid - summarize sales aid
compensation
SPES sequence for presenting sales aids
Resolving Complaints
importance of followup and customer retention
41. (amount added to cost/cost)
mental steps in buying
net price
Determine Markup based on cost (% Markup based on cost)
reward power
42. A flexible planning tool that assists the salesperson in assembling pertinent information to be covered with the prospect.
net profit
Different types of Routing plans
sales dialogue template
mental steps in buying
43. It is important to uncover the ________________ and match them with the benefits of your product in the presentation
major city pattern
list price
components of a commitment
needs of the prospect
44. Dollar amount added to the product cost to determine its selling price
customer value proposition
Markup
net price
sequential Components of Effective Followup
45. Introductory approach - product approach - benefit approach - question approach - referral approach - compliment approach - survey approach
ways to approach a prospect
sales dialogue template
trade discounts
Self-Leadership
46. Comprehensive communications that convey multiple points designed to persuade the customer to make a purchase.
non-cumulative quantity discounts
sales presentations
Sequential Stages of Self-Leadership
confirmed benefits
47. Price after allowance for all discounts
net price
sales dialogue template
Importance of managing expectations
Sources of power
48. Respond to the objection by telling the prospect s/he is wrong
The dimensions of motivation
direct denial
circular route pattern
Determine Markup based on price (% markup on price)
49. An appointment - agreement for next meeting - agreement for product demo - a sale
components of a commitment
sales dialogue template
circular route pattern
relationship enhancers
50. The seller pays all shipping costs
legitimate power
organized presentation
Resolving Complaints
FOB destination