Mutltiple Choice Quiz

Choose the best answer:


1	A strategic customer relationship:
		A)	is informal in nature
		B)	tends to have a short life span
		C)	is strengthened by creative problem solving
		D)	often creates win-lose arrangements
		E)	is accurately described by none of the above


2	Strategic goals for a buyer that enters a strategic customer relationship with a salesperson could include:
		A)	reducing costs and/or increasing productivity
		B)	taking a subservient role
		C)	creating an adversarial arrangement in which the buyer comes out on top as the winner
		D)	developing informal tactical agreements with members of the buying center
		E)	receiving more benefits that it is required to give


3	A salesperson who is a creative problem solver might:
		A)	find a way to make assembly equipment designed by two different manufacturers compatible
		B)	figure out how to lower distribution cost without sacrificing quality by replacing a stainless steel component with one made out of aluminum
		C)	determine how to make assembly line maintenance more effective and reduce downtime
		D)	find a way to narrow the service gap between what customers expect from a service provider and what customers actually receive
		E)	do any or all of the above


4	The customer relationship model brings together the main elements of _____ selling.
		A)	benefit
		B)	transaction
		C)	strategic
		D)	consultative
		E)	response-stimulus


5	Why should a salesperson plan his sales call?
		A)	to develop an atmosphere of goodwill between the buyer and seller
		B)	to eliminate the need for empathy
		C)	to increase purchase dissonance
		D)	to increase the probability of transaction selling
		E)	to do all of the above


6	Sales call planning includes:
		A)	determining the sales call objective
		B)	developing or reviewing the customer profile
		C)	developing the customer benefit plan
		D)	developing the sales presentation
		E)	doing all of the above


7	The _____ is the primary objective of a salesperson's contact with a prospect or customer.
		A)	creation of goodwill
		B)	sales call objective
		C)	benefit proposition statement
		D)	mission statement
		E)	complete customer profile


8	The acronym SMART helps the salesperson to:
		A)	create the most effective sale call objectives for every sales call
		B)	move the customer or prospect from the attention stage to the conviction stage
		C)	limit the number of trial closes used
		D)	create a strategic transaction relationship with customers
		E)	rehearse his or her sales presentation


9	The new salesperson has been told to set SMART call objectives. The "M" in this acronym indicates that her sales call objectives should be:
		A)	moderate
		B)	measurable
		C)	motivating
		D)	multilevel
		E)	manageable


10	Mitch sells decorative rocks, mulch, and other natural products used in landscaping and gardening. As he makes his first call on the buyer for a large home-improve center, he has set the following sales call objective: "To convince the prospect to buy lots of his products." What is wrong with this objective?
		A)	It does not set a specific time for the purchase to be made.
		B)	Mitch cannot know when his goal is achieved because it is not measurable.
		C)	This sales call objective is not specific.
		D)	This sales call objective is not realistic because in any selling relationship, there is a period of getting to know each other before purchase commitments are made.
		E)	Mitch did not create a SMART sales call objective.


11	A salesperson can use _____ as a guide for determining the appropriate strategy to use in contacting each customer. It provides relevant information about the customer such as who to contact, who are its current suppliers, and buyer background.
		A)	the SMART acronym
		B)	a customer benefit plan
		C)	a customer mission statement
		D)	the SELL sequence
		E)	a customer profile


12	The first step in preparing the customer benefit plan is to:
		A)	develop a marketing plan
		B)	develop a business proposition
		C)	select product features, advantages, and benefits to present
		D)	determine when to use trial closes
		E)	develop a sales presentation


13	A salesperson might include all of the following in his or her business proposition for a reseller EXCEPT:
		A)	forecasted profit per square foot of space
		B)	the names of current suppliers
		C)	return on investment
		D)	payment plan
		E)	percent markup


14	The Pokon Chrysal salesperson made the florist aware of an organic chemical that would lower water pH and make flowers last longer at half the costs of the methods he was currently using. Now that the salesperson has the attention of the florist, the next stage will be the _____ step.
		A)	desire
		B)	awareness
		C)	action
		D)	conviction
		E)	interest


15	Which step within the selling process is most likely to move the prospect into and through the attention stage and into the interest stage?
		A)	the sales presentation
		B)	the trial close
		C)	the approach
		D)	the preapproach
		E)	meeting objections

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