Selling: Building Partnerships 9th Edition

Which of the following is the best example of a benefit opening? A. "Mr. Jackson at FS Tools thought you would appreciate the multitasking flexibility of my company's machine center." B. "Good afternoon, Ms. King. My name is Harry Tillot, and I sell the world's finest veneers." C. "Hello, Dr. Allen. Do you

David has done his job well, presenting the product, showing how it meets the needs of his customer, and handling all questions and objections. David should: A. decrease the price if the buyer seems to be uninterested. B. avoid follow-ups as it might push the buyer to buy. C. not pressurize the customer

It is important for sellers to plan objectives for a call that can be accomplished within the time allocated for that sales call. Answer: TRUE Answer: TRUE Answer: TRUE Functional rsums reverse the content and titles of conventional rsums. Answer: TRUE Answer: TRUE Answer: TRUE No exact formula has been

Spreading rumors about a colleague's sexual conduct cannot be considered as sexual harassment. Answer: FALSE Answer: FALSE Answer: FALSE An important aspect of making adjustments is interpreting a prospect's reactions to the sales presentation and making necessary changes. Answer: TRUE Answer: TRUE Answer: TRUE For salespeople who have switched jobs,

Which of the following statements about telephoning to make sales appointments is true? A. The telephone is most often used to make an initial appointment. B. Booking an appointment by phone is advantageous because the prospect's nonverbal reactions to the salesperson can be observed and assessed. C. Trying to make an appointment by

To develop long-term partnerships with buyers, sellers should try to get every concession possible out of their buyers. Answer: FALSE Answer: FALSE Answer: FALSE What is ethical can vary from country to country and from industry to industry. Answer: TRUE Answer: TRUE Answer: TRUE Common law grows out of court

Easy goals are more motivating than challenging goals because of the satisfaction that comes from always succeeding. Answer: FALSE Answer: FALSE Answer: FALSE The expansion stage of the relationship development process involves efforts by both parties to investigate the benefits of a long-term relationship. Answer: TRUE Answer: TRUE Answer: TRUE

Field selling is typically more demanding than inside selling because field selling: A. involves working at the employer's location where the salespeople are monitored very closely. B. involves very little interaction with customers, thus making it difficult to establish a long-term relationship. C. involves more intense customer interactions where the salesperson has to

Lead prequalification helps salespeople use their time wisely. Answer: TRUE Answer: TRUE Answer: TRUE If a salesperson is placed in a situation where he or she must act unethically or lose the job, the best way out would be to rationalize an unethical action by placing the responsibility on the

Salespeople coordinate the activities within their firms to solve customer problems. Answer: TRUE Answer: TRUE Answer: TRUE When a buyer-seller relationship has reached the exploration stage, there is a stated or implied pledge to continue the relationship. Answer: FALSE Answer: FALSE Answer: FALSE Net present value analysis allows a buyer

All of the following are reasons why a salesperson may suffer from call reluctance EXCEPT: A. a compulsive need to argue. B. the need to meet a prospecting quota. C. the concern about worst-case scenarios. D. the concern about prospecting over the telephone. E. the fear of losing friends. Answer: B. Answer: B. Answer: B.

A florist agrees to purchase a new $640 refrigeration display cabinet for fresh-flower arrangements. After delivering the cabinet, the salesperson says to the florist, "Did I mention that there is a $100 delivery fee in addition to the price of the unit?" The win-lose strategy that the salesperson uses is: A.

A buying center is an informal, cross-department group of people involved in a purchase decision. Answer: TRUE Answer: TRUE Answer: TRUE Negotiations differ from regular sales calls in that they involve lesser intensive planning and a smaller number of people from the selling firm. Answer: FALSE Answer: FALSE Answer: FALSE In

Which of the following products would most likely be the hardest for a new salesperson to sell? A. Laptops for students B. Horse trailers C. Management consulting services D. Office supplies to existing customers E. Restaurant tablecloths Answer: C. Answer: C. Answer: C. Victor is calling on Meridian Cabinetworks. His goal is to close a deal

According to the social style matrix, people with an expressive social style focus on the future, directing their time and effort toward achieving their vision. Answer: TRUE Answer: TRUE Answer: TRUE One outcome of supplier relationship management (SRM) is the ability to consolidate purchases and negotiate better terms. Answer: TRUE

Performance and conversion goals are the basis for _____ goals. A. activity B. transformation C. consequence D. terminal E. collaborative Answer: A. Answer: A. Answer: A. The _____ Act requires written notification to customers regarding privacy policies. A. Robinson-Patman B. Gramm-Leach-Bliley C. Sarbanes-Oxley D. FOB notification E. Federal Do-Not-Call Registry Answer: B. Answer: B. Answer: B. All of the following

Generally, negotiators cannot anticipate buyers' negotiating position. Answer: FALSE Answer: FALSE Answer: FALSE For field sales managers, the easiest method of evaluating performance is to determine the salesperson's product knowledge. Answer: FALSE Answer: FALSE Answer: FALSE It is important to qualify the lead quickly in a cold call. Answer: TRUE

Compared to consumer purchase decisions, organizational purchase decisions: A. are more complex. B. involve fewer people. C. seldom require negotiations. D. require less coordination. E. take a shorter period of time. Answer: A. Answer: A. Answer: A. If an industrial salesperson makes her first call on an employee at a client's company who is most

Salespeople can motivate champions to participate fully in the decision process by showing how a decision meets their needs as well as the overall needs of the company. Answer: TRUE Answer: TRUE Answer: TRUE As a salesperson using adaptive selling, it is important to give all prospects and clients the

Troy is a telemarketer who works directly with Nadine, a sales rep who works on site. Together they develop strategies for handling accounts and address customer concerns. Troy is an example of: A. a missionary salesperson. B. a product specialist. C. a field support representative. D. an outside salesperson. E. none of the above options.

The most straightforward, effective method of obtaining commitment is the benefit summary method. Answer: FALSE Answer: FALSE Answer: FALSE Rajesh always purchases cell phones manufactured by Telekom Inc. Thus, for Telekom, Rajesh has a very low customer lifetime value. Answer: FALSE Answer: FALSE Answer: FALSE As far as possible, a salesperson

Regardless of what product a salesperson sells, prospecting techniques are basically the same. Answer: FALSE Answer: FALSE Answer: FALSE Lauren can be described as assertive because she has strongly held convictions, and she is very vocal about her opinions. Answer: TRUE Answer: TRUE Answer: TRUE Part of being honest as

Office scanning helps a salesperson assess whether a buyer is listening and understanding what is being said. Answer: FALSE Answer: FALSE Answer: FALSE Life-cycle costing is also known as quality-based costing. Answer: FALSE Answer: FALSE Answer: FALSE A salesperson responds to a buyer's objection by saying, "I understand your concern.

Individuals classified as "expressives" in the social style matrix are low on assertiveness and low on responsiveness. Answer: FALSE Answer: FALSE Answer: FALSE Most sales situations are not covered by laws. Answer: TRUE Answer: TRUE Answer: TRUE ABC analysis is used most successfully by the salespeople of capital products than consumer

Assertive salespeople attempt to create new needs in customers through persuasion. Answer: FALSE Answer: FALSE Answer: FALSE Customer satisfaction occurs when a buyer's expectations are met and needs fulfilled. Answer: TRUE Answer: TRUE Answer: TRUE The first step in setting objectives for a sales call is to review what has

It is up to a single salesperson to change his or her company's corporate culture to secure a partnership with an important client. Answer: FALSE Answer: FALSE Answer: FALSE Salespeople should not focus on the areas of superior product performance that are not important to the customer. Answer: TRUE Answer:

Victor is calling on Meridian Cabinet Works. His goal is to close the deal for a customized profile sander valued at about $3,500. He would be willing to accept a purchase of one his firm's ready-made sanders, which cost about $2,000. Victor would try to convince the owner of Meridian

Section 01 - Sample Course Outlines 1 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education 1 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education 1 Copyright 2014 McGraw-Hill

Chapter 01 - Selling and Salespeople 1-1 SECTION 2 CHAPTER-BY-CHAPTER Chapter 01 - Selling and Salespeople 1-2 CHAPTER 1 SELLING AND SALESPEOPLE Outline of Chapter I. Why Learn About Personal Selling? A. Everyone Sells II. Creating Value: The Role of Salespeople

Chapter 10 - Responding to Objections 10-1 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 10-1 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 10-1 Copyright 2014

Chapter 10 - Responding to Objections 10-17 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 10-17 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 10-17 Copyright 2014

Chapter 11 - Obtaining Commitment 11-1 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 11-1 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 11-1 Copyright 2014 McGraw-Hill Education.

Chapter 12 - Formal Negotiating 12-13 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 12-13 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 12-13 Copyright 2014 McGraw-Hill Education.

Chapter 12 - Formal Negotiating 12-1 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 12-1 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 12-1 Copyright 2014 McGraw-Hill Education.

Chapter 13 - Building Partnering Relationships 13-1 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education 13-1 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education 13-1 Copyright 2014 McGraw-Hill

Chapter 14 - Building Long-Term Partnerships 14-1 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 14-1 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 14-1 Copyright 2014

Chapter 15 - Managing Your Time and Territory 15-1 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 15-1 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 15-1

Chapter 16 - Managing within Your Company 16-1 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 16-1 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 16-1 Copyright

Chapter 17 - Managing Your Career 17-1 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 17-1 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 17-1 Copyright 2014 McGraw-Hill

Chapter 02 - Ethical and Legal Issues in Selling 2-1 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 2-1 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.

Chapter 03 - Buying Behavior and the Buying Process 3-1 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 3-1 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.

Section 03 - The Use and Evaluation of Role Plays 1 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education 1 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education

Section 03 - The Use and Evaluation of Role Plays 14 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education 14 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education

Chapter 04 - Using Communication Principles to Build Relationships 4-1 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 4-1 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.

Section 04 - Buyer Role Play Scenarios 1 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education 1 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education 1 Copyright 2014

Section 04 - Buyer Role Play Scenarios 32 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education 32 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education 32 Copyright 2014

Section 04 - Buyer Role Play Scenarios 21 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education 21 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education 21 Copyright 2014

Chapter 05 - Adaptive Selling for Relationship Building 5-1 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 5-1 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 5-1 Copyright

Section 05 - Additional Seller And Buyer Role Play Scenarios 33 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education 33 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education

Section 05 - Additional Seller And Buyer Role Play Scenarios 21 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education 21 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education

Section 05 - Additional Seller And Buyer Role Play Scenarios 1 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education 1 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education

Chapter 06 - Prospecting 6-1 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 6-1 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 6-1 Copyright 2014 McGraw-Hill Education.

Chapter 07 - Planning the Sales Call 7-1 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 7-1 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 7-1 Copyright

Chapter 08 - Making the Sales Call 8-1 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 8-1 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 8-1 Copyright 2014

Chapter 08 - Making the Sales Call 8-15 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 8-15 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 8-15 Copyright 2014

Chapter 09 - Strengthening the Presentation 9-1 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 9-1 Copyright 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 9-1 Copyright 2014