Test your basic knowledge |

Personal Selling

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






2. (amount added to cost/cost)






3. Providing useful information - Expediting orders and monitoring installation - Training customer personnel - Correcting billing errors - Remembering the customer after the sale - Resolving complaints






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






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)






6. Listen carefully and get the whole story - Ask the customer what s/he would like you to do - Negotiate an agreeable solution






7. Expert power - referent power - coercive power - reward power - legitimate power






8. A quality or characteristic of a product or service that is designed to provide value to a buyer






9. A flexible planning tool that assists the salesperson in assembling pertinent information to be covered with the prospect.






10. Listen - Acknowledge - Assess - Respond - Confirm






11. Respond to the objection by telling the prospect s/he is wrong






12. 1) non-cumulative quantity discounts 2) cumulative quantity discounts 3) cash discounts 4) trade discounts 5) consumer discount:






13. Focus on longterm - deliver more than promised - call regularly - add value - keep communications lines open - Take responsibility for Problems






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.






15. Forestall - Direct Denial - indirect denial - compensation - question - third party reinforcement






16. Respond to the objection by providing evidence that helps the prospect realize s/he is mistaken






17. Manufacturer reduces prices to channel members to compensate for services they perform






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)






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






20. The money remaining after the costs of marketing and operating the business are paid






21. Power that stems from the authority to punish or recommend punishment






22. Failure to meet expectations results in dissatisfaction - meeting expectations results in satisfaction - exceeding expectations results in delight






23. (amount added to cost/selling price)






24. Ask for the order/direct commitment -legitimate choice/alternative choice - summary commitment - t-account or balance sheet commitment - success story commitment






25. Memorized selling: structured - need satisfaction selling: Unstructured - problem solution selling: customized - Formula Selling: Semi-structured






26. Some training is required; customizable while being written but not delivered; may be percieved as more credible






27. Dollar amount added to the product cost to determine its selling price






28. One-time price reductions the producer passes on to channel members or directly to the consumer






29. One time reduction in prices commonly used in both consumer and industrial goods






30. An in-person meeting between a salesperson or sales team and one or more buyers to discuss business.






31. Discounts the customer receives for buying a certain amount of products over a stated period






32. Introductory approach - product approach - benefit approach - question approach - referral approach - compliment approach - survey approach






33. Single-factor analysis - portfolio analysis






34. Personal goals - sales call goals - account goals - territory goals






35. Influence based on special skills or knowledge






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






37. The process of first deciding what is to be accomplished and then placing into motion the proper plan designed to achieve those objectives






38. Classification allows two factors to be considered simulataneously






39. 1. attention 2. interest 3. desire4. conviction 5. purchase






40. Extensive training is required: customizable; interactive fosters trust






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






42. The personal distance that individuals prefer to keep between themselves and other individuals and is an important element of nonverbal communication






43. A statement of how the sales offering will add value to the prospect's business by meeting a need or providing an opportunity.






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






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






46. 1) straight line route pattern 2) cloverleaf pattern 3) circular route pattern 4) leapfrog pattern 5) major city pattern






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






48. Need - product or service features - company or source - price - time(stalling)






49. Questions salespeople use throughout a sales dialogue to generate feedback from the buyer






50. Introduce the source of the objection before the prospect brings it up