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WorksheetsWhat is “Selling”?
Total questions: 78
Worksheet time: 59mins
According to the passage, what is the main goal of every aspect of marketing?
Making a profit
Making the sale
Creating advertisements
Building a brand
Fill in the blank: Selling is one of the eight _______ functions.
marketing
financial
administrative
technical
List any four of the eight marketing functions mentioned in the passage.
Buying, selling, transporting, storing
Advertising, branding, pricing, financing
Researching, packaging, distributing, promoting
Buying, selling, transporting, financing
What does 'Selling' mean?
Directly communicating with customers, listening to their needs and wants, giving them the information they need to make an informed buying decision, and persuading them on the merits of the product or service a business provides.
Only advertising products to customers.
Ignoring customer needs and wants.
Only providing discounts to customers.
Fill in the blank: Selling intends to _______, influence, and persuade the adoption of an idea or the purchase of a product.
inform
manufacture
ignore
reject
Which of the following is included in the promotional mix along with advertising, sales promotions, public relations, and direct marketing?
Personal selling
Manufacturing
Distribution
Research and development
What is 'Personal selling'?
The process of persuading others through a direct, in-person (live or remote) presentation on the merits of a product, service, or idea, so that they might purchase it or buy-in.
Advertising products on television.
Sending emails to customers.
Offering discounts online.
Fill in the blank: When talking about selling, being _______, influential, and persuasive are common themes.
informative
aggressive
passive
indifferent
According to the passage, what is the only way to truly be persuasive in selling?
To have passion for, and to believe in, what you are selling.
To memorize a sales script perfectly.
To offer the lowest price possible.
To use complicated jargon to impress customers.
Which of the following is an example of Business to Business (B2B) sales as described in the passage?
Selling Bounty Paper Towels to individual customers
Selling computers to Best Buy
Selling ideas to political candidates
Selling pitch decks to investors
What does Direct Sales refer to?
Selling products through retail stores
Selling products directly to the consumer in a non-retail environment
Selling products only online
Selling products only through catalogs
List the three types of direct selling mentioned in the passage.
1. Single-level direct sales 2. Host or party-plan sales 3. Multi-level marketing
1. Online auctions 2. Retail store sales 3. Wholesale distribution
1. Telemarketing 2. Door-to-door insurance 3. Franchise operations
1. Direct mail 2. Catalog sales 3. E-commerce platforms
Direct selling eliminates a lot of the components involved in product distribution.
True
False
What is another name for single-level direct sales?
Door-to-door selling
Retail arbitrage
Multi-level marketing
Wholesale distribution
'Single-level direct sales' refers to:
A method where salespeople sell products directly to consumers without recruiting others.
A system where salespeople earn commissions by recruiting new members.
A process involving multiple levels of sales representatives.
A retail model involving only online sales.
What are host or party-plan sales?
When companies use consultants to sell in a group setting, often at events like 'Tupperware parties', with compensation based on sales made.
Illegal business structures where compensation comes from participants themselves.
A business structure where products are marketed directly to consumers by consultants who receive a commission based on sales and recruitment.
Online sales only.
Fill in the blank: Multi-level marketing (or MLM) is a business structure in which products are marketed directly to consumers by consultants who receive a commission based on ______ and recruitment.
sales
advertising
manufacturing
distribution
Which of the following statements about pyramid schemes is TRUE?
They are legal business structures.
They are scams and illegal, with compensation coming from participants themselves.
They are the same as MLMs.
They do not charge members to participate.
How do pyramid schemes differ from MLMs according to the passage?
Which skill is described as: 'Successful sales representatives (or “reps”) truly care about their customer; they listen, and they are aware. They understand their customers, which enables them to feel what their customers feel, which further helps them anticipate their customers’ wants and needs.'?
Empathy
Assertiveness
Technical knowledge
Negotiation
Which skill is described as: 'It’s hard to sell something, for long anyway, if you don't personally believe in the product, service, or idea yourself.'?
Passion
Organization
Punctuality
Technical Knowledge
Which skill is described as: 'Successful salespeople set goals and measure their results. And while they know the main goal is to make sales, the bigger goal is the outcome, and that is, customer satisfaction, which helps ensure repeat sales.'?
Goal-Oriented
Communication
Time Management
Product Knowledge
Which skill is described as: 'Their passion and goal orientation carries over into follow through, and getting the job done. Successful reps care about the outcomes of a sale. In other words, they care if the sales process was a good experience for their customer, if the product met or exceeded expectations, and if their customer benefited from it.'?
Thoroughness
Creativity
Negotiation
Technical Knowledge
Which skill is described as: 'Believe it or not, successful salespeople are honest. Honesty ensures the establishment of proper expectations.'?
Honesty
Persuasiveness
Creativity
Negotiation
Which skill is described as: 'This is a skill that allows the rep to appear like they aren’t even selling. They simply inform, and build trust along the way.'?
Subtleness
Aggressiveness
Persistence
Directness
Which skill is described as: 'Successful reps aren’t afraid to keep “pinging” and nudging and encouraging their prospective customer, without being pushy or rude. They simply believe in what they are selling and want to tell the story.'?
Persistence
Creativity
Empathy
Technical Knowledge
Which skill is described as: 'And when the answer is no, it doesn’t get them down, they move on to the next. And when they get in a slump, they adapt and find a way.'?
Resiliency
Creativity
Punctuality
Curiosity
Fill in the blank: Successful salespeople often have friendly competitions with their peers, or more often, they just compete with themselves by striving to get better with each customer interaction. This trait is called _________.
Competitiveness
Empathy
Patience
Flexibility
Fill in the blank: Successful salespeople are naturally good ____________.
communicators
drivers
mathematicians
designers
Fill in the blank: The ability to meet and know a lot of people, connect, and introduce people to others, which helps the sales effort, is called ____________ ability.
Networking
Analytical
Technical
Organizational
What is the sales process?
The set of repeatable steps in the sales cycle, from identifying potential customers to closing the sale.
The process of manufacturing products.
The process of delivering products to customers.
The process of marketing products.
Fill in the blank: The sales process generally consists of ___ steps: Research and preparation, Lead generation and prospecting, Approach and needs assessment, Sales presentation, Handling objections, Closing, and Follow-up.
7
5
6
8
Which of the following is NOT one of the steps in the sales process?
Research and preparation
Lead generation and prospecting
Product manufacturing
Closing
In the research and preparation step of the sales process, companies research competitors, understand their potential customers’ needs and wants, and prepare the company for sales.
True
False
What does 'lead generation' mean in the sales process?
The process of closing a sale
The marketing process of gathering a list of potential customers who are interested in a product or service
The process of delivering a product
The process of manufacturing a product
What is 'prospecting' in the context of sales?
Identifying potential customers
Delivering products
Manufacturing products
Closing sales
Fill in the blank: 'Cold calling' is the process of a salesperson contacting individuals who have not previously known about or shown interest in a product or service. This is a common _______ technique.
prospecting
advertising
negotiation
closing
What is the third step in the sales process according to the passage?
What is suggestive selling?
A technique where salespeople ask customers if they would like to purchase more products or services, usually complementary to the primary product being offered for sale.
A method of selling only one product at a time.
A way to avoid answering customer questions.
A process of giving discounts to customers.
Fill in the blank: During the sales presentation, the salesperson might do some ________ selling, which involves suggesting additional products or services to the customer.
suggestive
passive
exclusive
restrictive
According to the passage, what is the main purpose of the 'closing' step in the sales process?
In the final step, follow-up, what is one important reason the salesperson reaches back out to the customer?
To make sure the customer is satisfied with their purchase and to solidify long-term relationships.
To offer a completely unrelated product.
To ask the customer to return the product immediately.
To ignore any feedback from the customer.
What are referrals, according to the passage?
Referrals are the act of current customers referring new potential customers.
Referrals are discounts given to loyal customers.
Referrals are complaints made by dissatisfied customers.
Referrals are advertisements placed in newspapers.
What does the term 'rapport' mean in the context of sales relationships?
A) A type of product
B) A close and harmonious relationship
C) A sales technique
D) A business strategy
Fill in the blank: An ______ is a personal or emotional connection between a customer and a business.
affinity
transaction
discount
advertisement
What is 'mirroring' in the context of customer relationships?
Copying a competitor's strategy
The idea of customers wanting to be like people who are similar to them
Reflecting on past sales
Creating advertisements
What is an example of how brands can nurture brand loyalty through affinities and mirroring?
What does reciprocity mean in the context of sales?
Reciprocity means giving someone something so they feel compelled to give something back in return.
Reciprocity means always offering the lowest price to customers.
Reciprocity means ignoring customer needs to make a sale.
Reciprocity means only selling to repeat customers.
According to the passage, what is the purpose of giving free food samples at Costco?
Who was Madam C.J. Walker?
Madam C.J. Walker was the first Black woman millionaire in America and an entrepreneur who developed hair care products for Black female hair health.
Madam C.J. Walker was a famous jazz singer from the Harlem Renaissance era.
Madam C.J. Walker was a civil rights activist who worked alongside Martin Luther King Jr.
Madam C.J. Walker was the first Black female astronaut to travel to space.
Madam C.J. Walker became a millionaire by solving for a need, and by winning over loyal ________.
customers
investors
employees
suppliers
Why did Madam C.J. Walker use a fleet of saleswomen to sell her products?
What is a 'sales pipeline'?
A list of products for sale
A visual summary of potential customers in the various stages of the sales process
A method for shipping products
A type of sales report
A well-defined sales process helps a business understand their customers so they can better sell their ________ and ________.
products; services
ideas; opinions
locations; addresses
colors; shapes
According to the passage, what is an example of a retail product-based company?
Insurance company
Retail shoe store
Amazon
Adobe
Service-based companies try to appeal to customers by providing (a) and helpful information, and offer answers/solutions specific to their clients’ needs.
According to the passage, which companies are mentioned as examples of insurance companies marketed online?
A) Amazon and Adobe
B) Geico and Progressive
C) Salesforce and Geico
D) Progressive and Amazon
Amazon is described in the passage as a service that allows you to buy physical products like shoes and hair care products.
True
False
What does SaaS stand for, as mentioned in the passage?
Software as a Service
System as a Solution
Storage as a Service
Security as a Service
According to the passage, what is the main focus of an effective sales process?
Increasing product prices
Meeting customer needs
Reducing company costs
Expanding product range
Fill in the blank: A needs-assessment is a process for determining and addressing the needs, "gaps," or "voids" between current conditions and the ________ outcome.
desired
unexpected
temporary
irrelevant
The passage states that the best way to find out what people want or need is to ask them.
True
False
According to the passage, why should your questions be easy-to-answer and engaging?
To ensure you are getting helpful answers for decision making and to build your company's credibility.
To make the survey longer and more complicated.
To confuse the respondents and get random answers.
To reduce the number of people who participate in the survey.
What is an open-ended question?
An open-ended question requires the respondent to answer without being given a finite amount of pre-selected answer options to choose from.
An open-ended question is one that can only be answered with yes or no.
An open-ended question provides multiple-choice answers to select from.
An open-ended question is always about mathematics.
Which of the following is an example of a closed-ended question?
What do you wish you could change about your car?
Are you happy with your car insurance?
How do you feel about your oven?
What frustrates you about your oven?
What is your favorite color for a sports car?
red
black
white
yellow
What is an assumptive question?
An assumptive question includes or implies an assumption in the question itself.
An assumptive question is a question that cannot be answered.
An assumptive question is a question that always has multiple correct answers.
An assumptive question is a question that does not require any response.
According to the passage, what is meant by 'a choice of two positives' in sales?
What is an example of an interpretive question as described in the passage?
According to the passage, what percentage of salespeople don’t close their deals?
34%
64%
50%
74%
Why do some salespeople neglect to ask for the sale?
Fear
Reluctance
Lack of confidence
All of the above
According to the passage, what is the best way to ask for the sale?
Offer a discount immediately
Listen to your customers and determine their readiness
Push the customer to buy quickly
Ignore the customer's needs
Fill in the blank: Successful salespeople view the closing process not as an end, but as a beginning to a new ongoing long-term relationship, built on ________, trust, and understanding.
empathy
competition
authority
indifference
According to the passage, it is acceptable to exaggerate what a product can do in order to close a sale.
True
False
What are some signals that buyers may give when they’re ready to close the deal, according to the passage?
They ask about payment methods or delivery dates.
They avoid eye contact and seem distracted.
They request to postpone the meeting.
They express concerns about the product's features.
According to the passage, what will maintaining strong customer relationships throughout the sales process increase the likelihood of?
A sale and repeat business.
Higher product costs.
Increased employee turnover.
Reduced customer satisfaction.
List two ways customer relationships can be built during the sales process, as mentioned in the passage.
By asking the right questions and listening carefully to the customers.
By ignoring customer feedback and focusing on the product only.
By offering discounts without understanding customer needs.
By making assumptions about what the customer wants without asking.
What is the final step mentioned in the passage that should not be forgotten during the sales process?
Ask for the sale.
Thank the customer for their time.
Offer a discount.
Schedule a follow-up meeting.
