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WorksheetsProfessional Sellling Unit 5 Practice Exam
Total questions: 26
Worksheet time: 13mins
Natalie is a salesperson for an office supply company. Which of the following activities is appropriate for Natalie to engage in if she is interested in converting her customers into highly committed lifetime customers?
Handle complaints in a timely manner.
Add value.
Process requests for rush deliveries willingly.
All of the above are correct.
Why is it important to assess customer satisfaction?
Doing so helps build customer trust.
Doing so provided competitive information.
It isn’t important as long as the company is profitable.
Assessing satisfaction is a ploy used to begin the next sales cycle.
Which of the following is not a method a salesperson might use to expand collaborative involvement between the selling organization and the customer’s organization?
Hosting a week-long series of seminars for the customer’s organization.
Initiating and enhancing relationships between multiple key individuals in both organizations.
Refer the customer to customer service when complaints arise so that the customer will get to know the customer service agents.
Host social engagements to allow key individuals from both organizations get to know each other.
When handling customer complaints it is important to ask of the buyer what he/she would like to have happen in order to resolve the issue. By doing this, the salesperson:
Avoids proposing an insufficient solution.
Avoids proposing a solution that over-compensates for the problem.
Will understand what the buyer wants to correct the problem.
All of the above.
What is the most important customer service dimension?
Communication
Reliability
Resilience
Motivation
Ultimately, who is responsible for differentiating a company's products and positioning those products in the minds of its customers?
The company's senior management
The company's marketing department
The company's product managers
That company's salespeople
Problems that result in the customer severing the relationship with the seller may be avoided by:
Always having the lowest price.
Always delivering on time.
Maintaining open, two-way communication.
Involving Upper level management.
Which of the following methods of post-sale follow-up is probably most effective?
A. A personal visit
B. Phone call
C. E-mail
D. Both A and B are correct
Suppose a salesperson is classifying accounts based on the level of sales potential. Which common method for classifying accounts is the salesperson using?
Single-factor analysis
Portfolio analysis
Sales volume analysis
Most Likely Sales (MLS) analysis
Offices set up at multiple locations where salespeople can access a wide range of selling technologies are called:
Web-based offices
High-tech sales support offices
Sales 2.O clouds
Extranet-enabled offices
The process of scheduling activities that can be used as a map for achieving objectives is referred to as:
Self-leadership
Territory analysis
Sales planning
Sales management
In order to successfully establish territory routing plans, salespeople will need the information gained from ____.
Setting sales call goals
Setting personal goals
Territory analysis and account classification
Prospecting
High performing salespeople with strong self-leadership skills:
treat time as a valuable and irreplaceable resource.
rarely plan out their days because sales requires schedule flexibility.
leave at least two hours open in their daily schedules because sales requires schedule flexibility.
often have trouble because they try to squeeze to many appointments into each day.
Anthony is a salesperson for ABC Supplies. Based on his annual territory sales goal, he has set his annual account sales goals for his top 30 accounts. Next he needs to:
Set sales call goals for each account.
Call the accounts and tell them his objective.
Begin setting his personal goals.
Schedule his first sales call.
Placing existing customers and prospects in categories based on their sales potential is called ____.
Territory management
Prospecting
Account classification
Customer management
Salespeople should base their daily plans on their what?
Annual plans
Sales call goals
Weekly plans
Daily budget
Which of the following is not a type of internal partnership?
Sales partnerships
Marketing partnerships
Administrative support partnerships
All of the above.
Suppose a salesperson is classifying accounts based on the level of sales potential and strength of relationship (buyer-seller). Which common method for classifying accounts is the salesperson using?
Single-factor analysis
Portfolio analysis
Sales volume analysis
Most Likely Sales (MLS) analysis
Steve is looking for a way to analyze customer data from his territory in an effort to identify new opportunities for sales revenue growth. _______________ could help Steve with this task.
Conducting a sales audit
Customer Relationship Management
Sales call auditing software
Deal analytics
Scott is a salesperson who works to maximize the number of critical encounters with his customers in order to encourage effective dialogue. Which of the four sequential components of effective follow-up is Scott utilizing?
Interact
Connect
Understand
Relate
Which of the following is not one of the steps for handling complaints?
Get the whole story.
Ask the customer to provide a written summary of the problem.
Ask the customer what he/she would like you to do.
Gain agreement on a solution.
One of the primary objectives of portfolio analysis is ___________________.
To help salespeople better understand how to best allocate their resources.
To help salespeople eliminate the 10 percent of customers producing the least amount of sales.
To help salespeople develop a portfolio of customers.
To help salespeople divide their customer base by product type.
Salespeople looking for ways to take relationships with their customers to higher levels after the sales should:
A. Seek to expand collaborative involvement.
B. Sell more products to those customers.
C. Encourage and seek open communication.
D. Both A and C are correct.
Susan is a sales representative for an industrial chemical company. Over the course of the next few months Susan is going to try to have people from the R&D department visit her customers to see how they use the products. Which of the following explains why Susan is going to all of this trouble?
She wants the people from the R&D department to handle complaints.
She's making an effort to expand collaborative involvement between her company and her key accounts.
She is trying to impress her customers.
She is trying to build good will with her customers
Which the following is not one of the sequential stages of self-leadership?
Setting goals and objectives.
Implementation of strategies.
Taking advantage of technology.
Each of the above is one of the sequential stages of self-leadership.
I will pass this exam!
True
False
Maybe
