40) The evolution of strategic selling can most likely be traced to:
A) a need to use fewer salespeople to sell more products
B) the growing demand for less expensive products
C) the need for salespeople to master sales force automation practices
D) new sources of raw materials
E) several trends that resulted in a more complex selling environment
41) Jenny is working on her sales strategy for a mid-sized town in her territory. One of her ideas
is to stretch out of the traditional prospect pool of traveling performers, who are not
headquartered in the Upper Midwest, and open up new markets with corporations that need
customized buses for executives. This thinking process Jenny is participating in is called:
A) the value proposition
B) the marketing mix
C) presentation strategy
D) strategic planning
E) optimization
42) At a party, Jenny talks to a flight attendant who mentions the passenger she had in first class
who needed a second seat for his oxygen and other medical equipment. Jenny realizes that
modifying buses for medical needs instead of luxury could open a whole new market. This is an
example of:
A) product strategy
B) transactional selling
C) the persuader stage
D) the marketing mix
E) the marketing concept
43) While making a sales presentation to the head of a local company, Jenny discovers that the
head is routinely stopped and delayed at airport security because of a joint replacement that sets
off alarms but doesn’t show up easily in the x-ray machines. This adds another 3-4 hours to some
trips, and has caused him to miss 10 flights in the previous year. This conversation is:
A) need identification
B) relationship building
C) price negotiation
D) qualifying the prospect
E) post-sales service
44) Which of the following is an example of a relationship strategy salespeople for XFormation
could use?
A) Create rapport and a good relationship with the customer so the customer ultimately buys.
B) Understand all the training products they sell and how to customize a package for the
customer.
C) Examine how they can add value for customers so the customers will continue to contract
with XFormation on a long-term basis.
D) Give a presentation to the customer after planning out the objectives carefully ahead of time.
E) Understand the customer’s needs and what and how they need to buy.
45) As a presentation strategy, which of the following makes the most sense for XFormation
sales representatives to follow?
A) Understand all the training products they sell and how to customize a package for the
customer.
B) Examine how they can add value for customers so the customers will continue to contract
with XFormation on a long-term basis.
C) Rehearse the standardized presentation so extensively that it is smooth and flawless, and any
prospect would buy from the salesperson.
D) Give a presentation to the customer after planning out the objectives carefully ahead of time.
E) Understand the customer’s needs and what and how they need to buy.
46) A strategy can be best described as a collection of techniques, practices, or methods you use
when you are face to face with a customer.
47) The four major strategies that form the strategic/consultative selling model are independent
of one another.
48) Typical salespeople spend about 30 percent of their time in actual face-to–face situations.
49) The presentation strategy includes a reminder that outstanding service should be the
overriding theme of every sales presentation.
50) ________ evolved because of broader and more diverse product lines, demand for specific
customized solutions, and more competition.
51) A(n) ________ is a well-thought-out plan for establishing, building and maintaining quality
selling relationships.
52) A(n) ________ strategy is a carefully conceived plan that will result in maximum
responsiveness to customers.
53) List and describe the five strategic steps of the Strategic Consultative/Selling Model.
54) When a marketer decides to adopt partnering, emphasis will most likely be placed on:
A) selling strategies
B) product development
C) selling tactics
D) the customer
E) the salesperson
55) Customer loyalty depends on quality products and:
A) quality relationships
B) low prices
C) free shipping
D) custom installation
E) little contact
56) The highest form of partnering is the:
A) marketing alliance
B) value–added alliance
C) partnering alliance
D) customer partnership alliance
E) strategic selling alliance
57) A partnership is beneficial for both parties because the successive sales are:
A) equal to the initial sales
B) greater than the initial or repeat sales
C) not necessarily guaranteed
D) a function of the price of the product
E) transactional in nature
58) Account managers from Dentsply International help add value for their dentist customers by:
A) giving them cheaper prices for larger orders
B) selling more products than the competition
C) helping them solve a workplace safety issue for hygienists
D) providing various payment options
E) expediting shipments during busier months
59) Achieving a marketplace advantage by teaming up with another company whose products or
services fit well with your own is referred to as a:
A) marketing strategy
B) customer strategy alliance
C) sales strategy
D) strategic selling alliance
E) successive sales alliance
60) For a strategic account relationship to be successful, the first step is for a company to:
A) enlist legal assistance to make sure its interests are protected
B) talk to the customer to discover what its needs are
C) assemble a team of product experts
D) define the ethical guidelines that will apply to the relationship
E) find out as much about the proposed partner as possible
61) Maintaining high ethical standards:
A) can strengthen your relationship with a customer
B) should be secondary to closing a sale
C) is rare in the world of sales
D) will lead to lost revenue for a company
E) often puts you in conflict with your customers
62) CRM software is used to manage information about:
A) research and development
B) competitors
C) prospects and customers
D) strategy
E) market trends
63) The process of building and maintaining strong customer relationships by providing
customer value is called:
A) marketing concept
B) value–added selling
C) customer relationship management
D) personal sales philosophy
E) customer strategy
64) Which of the following would be an example of partnering?
A) selling a customized bus to the CEO of the bus manufacturer
B) renting customized buses to corporate customers through a car service agency that services
corporations
C) using the same brand of paint on all the buses they customize
D) developing a standardized process to ensure the buses all receive the same steps, with
differences within those steps
E) creating two or more identical customizations for the same customer
65) Salespeople for XFormation need to be able to successfully:
A) convince a prospect to buy
B) partner with the prospect to achieve the prospect’s training goals
C) communicate why XFormation trainers are the best
D) make prospects like them so they will want to buy from them
E) persuade prospects that the XFormation training course will serve their needs
66) Customer relationship management (CRM) software aids salespeople in creating and
maintaining relationships with customers.
67) A major reason for the demise of the product solution is the growing number of look-alike
products.
68) The partnering concept, as an enhancement of personal selling, became popular in the 1970s.
69) The goal of strategic selling alliances is to achieve a marketplace advantage by teaming up
with another company whose products fit well with your own.
70) Which of the following statements accurately describes value–added selling?
A) Value-added selling has emerged as a response to the product strategy.
B) Value–added selling has emerged as a response to the customer economy.
C) Value–added selling surfaced during the era of transactional selling.
D) Value-added selling would not be an appropriate strategy in international markets.
E) Value–added selling is only appropriate for services, not products.
71) Salespeople who have the skills and motivation to add value during the sales process are
rewarded by:
A) exchange theory
B) personal selling
C) the transactional economy
D) the information economy
E) the post-consumer economy
72) Which of the following is a step to creating and delivering the customer value model?
A) creating the customer’s value needs
B) creating the value proposition
C) quantifying the value proposition
D) questioning the value proposition
E) presenting the value proposition
73) During a presentation, when communicating the value proposition to the customer, Jenny
should most likely focus on:
A) the features that make the bus special
B) how much money driving a bus saves over chartering a plane
C) how the bus will solve problems for the customer
D) the gas mileage the bus gets
E) the materials used in the modification of the bus
74) How can a salesperson add value to the transaction for a retail outlet buying the organizers to
resell to customers?
A) by giving the outlet the same price rival calendars charge
B) by helping the outlet place the order for the organizers
C) by providing a free display stand and benefits list to outlets to help them sell
D) by delivering the organizers to the outlets
E) by penalizing outlets that do not sell many organizers with a smaller discount off retail price
75) Value-added selling can be defined as a series of creative improvements within the sales
process that enhance the customer experience.
76) To create value for a client, a salesperson must be able to persuade the client of the value
needs.
77) ________ selling can be defined as a series of creative improvements within the sales
process that enhance the customer experience.