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. 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






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






3. Realistic - yet challenging - specific and quantifiable - Time specific






4. Listen - Acknowledge - Assess - Respond - Confirm






5. Influence based on special skills or knowledge






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






7. Focus on short-term - Over Promise-Under Deliver - Call Sporadically - Show Up for Another Order - Can Never Reach Salesperson - Lie - Exaggerate - Blame Someone else






8. Use the opinion or data from a third party source to help overcome the objection and reinforce the salesperson's points






9. ABC analysis the simplest and most often used method for classifying accounts. Accounts are categorized on the basis of a single factor and placed into three or four categories






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






11. Price after allowance for all discounts






12. 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)






13. 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






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






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






16. (amount added to cost/cost)






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






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






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






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






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






22. Counterbalance the objection with an offsetting benefit question: ask the buyer assessment questions to gain a better understanding of the source of the objection






23. 1) Gain agreement on solution 2) Take action; educate the customer 3) Follow through on all promises -- add value






24. Executive summary - situation analysis - needs benefits analysis - company description - pricing and sales agreement - suggested action and timetable






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






26. 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






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






28. Intensity - Persistence - Direction






29. Means the buyer pays transportation charges on the goods--- the title passes to the customer when the goods are loaded on the shipping vehicles






30. Certainty - uncertainty - significance - connection and love - needs of spirit






31. Comprehensive communications that convey multiple points designed to persuade the customer to make a purchase.






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






33. Listen carefully - ask the customer what s/he would like you to do - negotiate an agreeable solution






34. Earned when buyers pay their bill within a stated period






35. Assessment - Discovery - Activation - Projection - Transition






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






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






38. Money available to cover the costs of marketing - operating the business - and profit.






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






40. 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






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






42. Power that results from the authority to bestow rewards on other people






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






44. 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






45. Sales presentation that includes scripted sales calls - memorized presentations - and automated presentations. little training is required; inflexible/not customizable; difficult to build trust






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






47. Standard price charged to customers






48. 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)






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






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