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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. Power that results from characteristics that command subordinates' identification with - respect and admiration for - and desire to emulate the leader
Importance of managing expectations
referent power
circular route pattern
Characteristics of effective sales goals
2. List price - net price - zone price - FOB shipping point - FOB destination
Different types of prices
Relationship enhancement activities
non-cumulative quantity discounts
mental steps in buying
3. Focus on longterm - deliver more than promised - call regularly - add value - keep communications lines open - Take responsibility for Problems
Levels of sales goal
different types of objections
relationship enhancers
The dimensions of motivation
4. One-time price reductions the producer passes on to channel members or directly to the consumer
sales dialogue
consumer discount
Determine Markup based on cost (% Markup based on cost)
benefits
5. Some training is required; customizable while being written but not delivered; may be percieved as more credible
indirect denial
written proposal
list price
importance of followup and customer retention
6. Money available to cover the costs of marketing - operating the business - and profit.
gross profit
consumer discount
Levels of sales goal
legitimate power
7. 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
importance of followup and customer retention
list price
SPES sequence for presenting sales aids
sequential Components of Effective Followup
8. 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)
Self-Leadership
SPES sequence for presenting sales aids
cumulative quantity discounts
straight line route pattern
9. Questions salespeople use throughout a sales dialogue to generate feedback from the buyer
Relationship Detractors
mental steps in buying
check back or response check
Self-Leadership
10. The added value or favorable features of the product or service the seller offers
benefits
different ways of earning commitment
net price
Different types of prices
11. 1. Setting Goals and Objectives tory Analysis and Account Classification 3. Development and Implementation of Strategies/Plans 4. Tapping Technology and Automation 5. Assessment and Evaluation
Different types of Routing plans
organized presentation
Sequential Stages of Self-Leadership
FOB destination
12. Executive summary - situation analysis - needs benefits analysis - company description - pricing and sales agreement - suggested action and timetable
components of a sales proposal
sales call
sales dialogue
canned presentation
13. The personal distance that individuals prefer to keep between themselves and other individuals and is an important element of nonverbal communication
referent power
sales dialogue template
proxemics
relationship enhancers
14. Standard price charged to customers
list price
coercive power
needs of the prospect
sequential Components of Effective Followup
15. Power that results from the authority to bestow rewards on other people
sales presentations
reward power
Different types of Routing plans
net price
16. Earned when buyers pay their bill within a stated period
Characteristics of effective sales goals
mental steps in buying
major city pattern
cash discounts
17. Classification allows two factors to be considered simulataneously
compensation
non-cumulative quantity discounts
Importance of managing expectations
Portfolio Analysis
18. Price based on geographical location or zone of customers
zone price
expert power
cumulative quantity discounts
written proposal
19. Certainty - uncertainty - significance - connection and love - needs of spirit
handling objections(LAARC)
The human needs
Self-Leadership
leapfrog pattern
20. Introductory approach - product approach - benefit approach - question approach - referral approach - compliment approach - survey approach
sequential Components of Effective Followup
non-cumulative quantity discounts
ways to approach a prospect
customer value proposition
21. Need - product or service features - company or source - price - time(stalling)
written proposal
different types of objections
Different types of prices
Sources of power
22. Respond to the objection by providing evidence that helps the prospect realize s/he is mistaken
indirect denial
organized presentation
Different types of prices
different ways of earning commitment
23. Personal goals - sales call goals - account goals - territory goals
FOB destination
cumulative quantity discounts
Levels of sales goal
methods for handling resistance
24. Single-factor analysis - portfolio analysis
Importance of managing expectations
Different types of account classifications
cash discounts
types of sales presentations
25. Intensity - Persistence - Direction
types of sales presentations
direct denial
proxemics
The dimensions of motivation
26. Providing useful information - Expediting orders and monitoring installation - Training customer personnel - Correcting billing errors - Remembering the customer after the sale - Resolving complaints
The human needs
Levels of sales goal
mental steps in buying
Relationship enhancement activities
27. The process of first deciding what is to be accomplished and then placing into motion the proper plan designed to achieve those objectives
expert power
Self-Leadership
FOB destination
Different types of account classifications
28. Territory routing plan in which the salesperson works a different part of the territory and travels in a circular loop back to the starting point.(concentrated in clusters - in different locations)
Importance of managing expectations
SPES sequence for presenting sales aids
cloverleaf pattern
features
29. A flexible planning tool that assists the salesperson in assembling pertinent information to be covered with the prospect.
methods for handling resistance
Characteristics of effective sales goals
zone price
sales dialogue template
30. Forestall - Direct Denial - indirect denial - compensation - question - third party reinforcement
methods for handling resistance
straight line route pattern
steps to resolving complaints
expert power
31. Listen carefully and get the whole story - Ask the customer what s/he would like you to do - Negotiate an agreeable solution
Portfolio Analysis
steps to resolving Complaints
Levels of sales goal
benefits
32. 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
Single-factor analysis
sequential Components of Effective Followup
trade discounts
components of a commitment
33. 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
components in the sales Dialogue Template
benefits
confirmed benefits
ADAPT
34. It is important to uncover the ________________ and match them with the benefits of your product in the presentation
needs of the prospect
Different types of prices
circular route pattern
Levels of sales goal
35. Assessment - Discovery - Activation - Projection - Transition
Characteristics of effective sales goals
referent power
major city pattern
ADAPT
36. Realistic - yet challenging - specific and quantifiable - Time specific
Characteristics of effective sales goals
Relationship Detractors
zone price
Determine Markup based on price (% markup on price)
37. 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
Forestall
check back or response check
coercive power
importance of followup and customer retention
38. Memorized selling: structured - need satisfaction selling: Unstructured - problem solution selling: customized - Formula Selling: Semi-structured
mental steps in buying
types of sales presentations
Single-factor analysis
Relationship enhancement activities
39. A statement of how the sales offering will add value to the prospect's business by meeting a need or providing an opportunity.
mental steps in buying
sales call
ADAPT
customer value proposition
40. A quality or characteristic of a product or service that is designed to provide value to a buyer
Relationship enhancement activities
features
FOB destination
reward power
41. Introduce the source of the objection before the prospect brings it up
Forestall
ADAPT
Different types of account classifications
gross profit
42. 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
Forestall
Sequence of the Sales Presentation
features
steps to resolving Complaints
43. 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.
list price
sales dialogue
consumer discount
needs of the prospect
44. Respond to the objection by telling the prospect s/he is wrong
components of a commitment
Different types of Routing plans
Self-Leadership
direct denial
45. Listen carefully - ask the customer what s/he would like you to do - negotiate an agreeable solution
ways to approach a prospect
Sequence of the Sales Presentation
steps to resolving complaints
benefits
46. Power that stems from the authority to punish or recommend punishment
The dimensions of motivation
sales presentations
coercive power
zone price
47. Ask for the order/direct commitment -legitimate choice/alternative choice - summary commitment - t-account or balance sheet commitment - success story commitment
different types of objections
Determine Markup based on cost (% Markup based on cost)
reward power
different ways of earning commitment
48. 1) straight line route pattern 2) cloverleaf pattern 3) circular route pattern 4) leapfrog pattern 5) major city pattern
cloverleaf pattern
mental steps in buying
FOB destination
Different types of Routing plans
49. 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
FOB destination
leapfrog pattern
net profit
50. Focus on short-term - Over Promise-Under Deliver - Call Sporadically - Show Up for Another Order - Can Never Reach Salesperson - Lie - Exaggerate - Blame Someone else
circular route pattern
compensation
Relationship Detractors
components of a sales proposal