Part 1 of 1 -
Question 1 of 20
5.0 Points
__________ firms focus on making what could be sold, not selling what is made.
A. Customer-centric
B. Market-oriented
C. Production-oriented
D. Customer value Reset Selection
Mark for Review What's This?
Question 2 of 20
5.0 Points
Differentiated marketers and one-to-one marketers prescribe to the philosophy of __________ since their products must closely match consumer desires or a competitor will move in to better meet the demand.
A. customer-centric
B. market orientation
C. production orientation
D. customer value Reset Selection
Mark for Review What's This?
Question 3 of 20
5.0 Points
A __________ salesperson is motivated primarily by matching up customers with products that best address their needs.
A. customer-centric
B. sales-oriented
C. customer-oriented
D. customer value Reset Selection
Mark for Review What's This?
Question 4 of 20
5.0 Points
A sales firm acting consistently with the view that each and every interaction with a customer is a unique and independent event is known as:
A. exchange selling.
B. relational selling.
C. touchpointing.
D. transactional selling. Reset Selection
Mark for Review What's This?
Question 5 of 20
5.0 Points
Customer loyalty is a function of which of the following components?
A. Customer satisfaction and customer commitment
B. Customer share and customer service
C. Customer share and customer commitment
D. Customer service and customer commitment Reset Selection
Mark for Review What's This?
Question 6 of 20
5.0 Points
__________ represents the proportion of resources a customer spends with one among a set of competing suppliers.
A. Customer lifetime value
B. Opportunism
C. Customer share
D. Customer commitment Reset Selection
Mark for Review What's This?
Question 7 of 20
5.0 Points
__________ focuses on aggregating customer information electronically, allowing for better identification of target markets and opportunities for cross-selling.
A. Deliverability
B. Operational CRM
C. Analytical CRM
D. Push technology Reset Selection
Mark for Review What's This?
Question 8 of 20
5.0 Points
__________ focuses on using information to improve internal efficiencies.
A. Deliverability
B. Operational CRM
C. Analytical CRM
D. Push technology Reset Selection
Mark for Review What's This?
Question 9 of 20
5.0 Points
CRM software converts information into data that can be used in solving a sales manager’s problem; this refers to:
A. CRM click-stream analysis.
B. CRM data mining.
C. CRM database marketing.
D. CRM intelligence. Reset Selection
Mark for Review What's This?
Question 10 of 20
5.0 Points
__________ refers to a computerized process for analyzing customer databases in a way that allows more effective selling by tailoring product and promotional offerings to a specific customer’s sales patterns.
A. Marketing automation systems
B. Sales force automation
C. Database marketing
D. Data mining Reset Selection
Mark for Review What's This?
Question 11 of 20
5.0 Points
The demand for B2B salespeople is expected to __________ over the next several years.
A. decrease sharply
B. decrease gradually
C. remain steady
D. increase sharply Reset Selection
Mark for Review What's This?
Question 12 of 20
5.0 Points
While yesterday's salesperson is/was focused on __________ customers, today's salesperson is/was focused on __________ customers.
A. developing long-term relationships with; making immediate sales to
B. listening to; making sales pitches to
C. selling to; serving
D. manipulating; emphasizing features and price to Reset Selection
Mark for Review What's This?
Question 13 of 20
5.0 Points
Which of the following LEAST accurately describes most of yesterday’s salespeople?
A. Follows up with customers to provide service and ensure satisfaction leading to customer loyalty
B. Does little sales call planning
C. Makes sales pitches without listening much to customers
D. Stresses product features and price in sales presentations Reset Selection
Mark for Review What's This?
Question 14 of 20
5.0 Points
The first step in the personal selling process is:
A. approaching the prospect.
B. prospecting and qualifying.
C. making the sales presentation and demonstration.
D. planning the sales call (preapproach). Reset Selection
Mark for Review What's This?
Question 15 of 20
5.0 Points
The fourth step in the personal selling process is:
A. approaching the prospect.
B. prospecting and qualifying.
C. making the sales presentation and demonstration.
D. planning the sales call (preapproach). Reset Selection
Mark for Review What's This?
In using SMART steps to set sales call objectives, temporal is associated with:
A. making sure that the goals you set are realistic and achievable.
B. establishing with the prospect a specific time frame for achieving the major objective.
C. quantifiableâ€"for example, a certain number of units or dollar sales volume.
D. furthering a positive long-term association with the prospect whether you achieve your major objective on this sales call or not. Reset Selection
Mark for Review What's This?
Question 17 of 20
5.0 Points
In a/an __________ approach it is necessary to modify each sales presentation and demonstration to accommodate each individual prospect.
A. canned (or programmed) selling
B. smart selling
C. adaptive selling
D. assertive selling Reset Selection
Mark for Review What's This?
Question 18 of 20
5.0 Points
Irrelevant, untruthful delaying actions or hidden reasons for not buying are called:
A. valid objections.
B. invalid objections.
C. noise.
D. denial strategies. Reset Selection
Mark for Review What's This?
Question 19 of 20
5.0 Points
Offsetting an undeniable objection by balancing it with an important buying benefit represents a(n):
A. future order close.
B. if/when close.
C. counterbalance close.
D. boomerang close. Reset Selection
Mark for Review What's This?
Question 20 of 20
5.0 Points
Which of the following is a factor in empowering salespeople for CRM roles?
A. Reactive initiatives that build customer relationships
B. Appropriate training programs
C. Immediate access to supervisors for on-the-spot decisions
D. Immediate submission of unsatisfactory product data for management approval of customer reimbursement
Question 1 of 20
5.0 Points
__________ firms focus on making what could be sold, not selling what is made.
A. Customer-centric
B. Market-oriented
C. Production-oriented
D. Customer value Reset Selection
Mark for Review What's This?
Question 2 of 20
5.0 Points
Differentiated marketers and one-to-one marketers prescribe to the philosophy of __________ since their products must closely match consumer desires or a competitor will move in to better meet the demand.
A. customer-centric
B. market orientation
C. production orientation
D. customer value Reset Selection
Mark for Review What's This?
Question 3 of 20
5.0 Points
A __________ salesperson is motivated primarily by matching up customers with products that best address their needs.
A. customer-centric
B. sales-oriented
C. customer-oriented
D. customer value Reset Selection
Mark for Review What's This?
Question 4 of 20
5.0 Points
A sales firm acting consistently with the view that each and every interaction with a customer is a unique and independent event is known as:
A. exchange selling.
B. relational selling.
C. touchpointing.
D. transactional selling. Reset Selection
Mark for Review What's This?
Question 5 of 20
5.0 Points
Customer loyalty is a function of which of the following components?
A. Customer satisfaction and customer commitment
B. Customer share and customer service
C. Customer share and customer commitment
D. Customer service and customer commitment Reset Selection
Mark for Review What's This?
Question 6 of 20
5.0 Points
__________ represents the proportion of resources a customer spends with one among a set of competing suppliers.
A. Customer lifetime value
B. Opportunism
C. Customer share
D. Customer commitment Reset Selection
Mark for Review What's This?
Question 7 of 20
5.0 Points
__________ focuses on aggregating customer information electronically, allowing for better identification of target markets and opportunities for cross-selling.
A. Deliverability
B. Operational CRM
C. Analytical CRM
D. Push technology Reset Selection
Mark for Review What's This?
Question 8 of 20
5.0 Points
__________ focuses on using information to improve internal efficiencies.
A. Deliverability
B. Operational CRM
C. Analytical CRM
D. Push technology Reset Selection
Mark for Review What's This?
Question 9 of 20
5.0 Points
CRM software converts information into data that can be used in solving a sales manager’s problem; this refers to:
A. CRM click-stream analysis.
B. CRM data mining.
C. CRM database marketing.
D. CRM intelligence. Reset Selection
Mark for Review What's This?
Question 10 of 20
5.0 Points
__________ refers to a computerized process for analyzing customer databases in a way that allows more effective selling by tailoring product and promotional offerings to a specific customer’s sales patterns.
A. Marketing automation systems
B. Sales force automation
C. Database marketing
D. Data mining Reset Selection
Mark for Review What's This?
Question 11 of 20
5.0 Points
The demand for B2B salespeople is expected to __________ over the next several years.
A. decrease sharply
B. decrease gradually
C. remain steady
D. increase sharply Reset Selection
Mark for Review What's This?
Question 12 of 20
5.0 Points
While yesterday's salesperson is/was focused on __________ customers, today's salesperson is/was focused on __________ customers.
A. developing long-term relationships with; making immediate sales to
B. listening to; making sales pitches to
C. selling to; serving
D. manipulating; emphasizing features and price to Reset Selection
Mark for Review What's This?
Question 13 of 20
5.0 Points
Which of the following LEAST accurately describes most of yesterday’s salespeople?
A. Follows up with customers to provide service and ensure satisfaction leading to customer loyalty
B. Does little sales call planning
C. Makes sales pitches without listening much to customers
D. Stresses product features and price in sales presentations Reset Selection
Mark for Review What's This?
Question 14 of 20
5.0 Points
The first step in the personal selling process is:
A. approaching the prospect.
B. prospecting and qualifying.
C. making the sales presentation and demonstration.
D. planning the sales call (preapproach). Reset Selection
Mark for Review What's This?
Question 15 of 20
5.0 Points
The fourth step in the personal selling process is:
A. approaching the prospect.
B. prospecting and qualifying.
C. making the sales presentation and demonstration.
D. planning the sales call (preapproach). Reset Selection
Mark for Review What's This?
In using SMART steps to set sales call objectives, temporal is associated with:
A. making sure that the goals you set are realistic and achievable.
B. establishing with the prospect a specific time frame for achieving the major objective.
C. quantifiableâ€"for example, a certain number of units or dollar sales volume.
D. furthering a positive long-term association with the prospect whether you achieve your major objective on this sales call or not. Reset Selection
Mark for Review What's This?
Question 17 of 20
5.0 Points
In a/an __________ approach it is necessary to modify each sales presentation and demonstration to accommodate each individual prospect.
A. canned (or programmed) selling
B. smart selling
C. adaptive selling
D. assertive selling Reset Selection
Mark for Review What's This?
Question 18 of 20
5.0 Points
Irrelevant, untruthful delaying actions or hidden reasons for not buying are called:
A. valid objections.
B. invalid objections.
C. noise.
D. denial strategies. Reset Selection
Mark for Review What's This?
Question 19 of 20
5.0 Points
Offsetting an undeniable objection by balancing it with an important buying benefit represents a(n):
A. future order close.
B. if/when close.
C. counterbalance close.
D. boomerang close. Reset Selection
Mark for Review What's This?
Question 20 of 20
5.0 Points
Which of the following is a factor in empowering salespeople for CRM roles?
A. Reactive initiatives that build customer relationships
B. Appropriate training programs
C. Immediate access to supervisors for on-the-spot decisions
D. Immediate submission of unsatisfactory product data for management approval of customer reimbursement
