How does empathy contribute to building a good relationship with a customer? - AN-
SWER By creating an emotional connection with clients to show understanding that is
built on trust
Why is responsive listening important when participating in verbal communication? - AN-
SWER It encourages the salesperson to repeat back to the customer what they believe
the customer needs.
What is a result of a salesperson conducting follow-up on a sale? - ANSWER Ensures cus-
tomer satisfaction
Every semester, a nationally known textbook company's salesperson visits each professor at
a college to show what the company offers in the subject that the professor teaches. The
salesperson hopes the professors will adopt the book for use in the next academic year.
Which type of salesperson role does this scenario illustrate? - ANSWER Missionary
A small company manufactures automobile hood ornaments and sells them in a small store
located at one end of the factory.
Which type of sales channel is being used by this company? - ANSWER Direct
A salesperson wants to get to know a prospective customer by establishing ongoing commu-
nication to ensure current as well as future sales.
Which sales approach is the salesperson using? - ANSWER Relationship
1
, A salesperson prepares for a customer meeting by reviewing the number of products the
customer has purchased since the company started. The salesperson decides to open the
conversation by reviewing how the company has consistently provided a trusted product
since the start of the customer relationship.
How does this salesperson's approach help achieve sales goals? - ANSWER It emphasizes
company value to the customer
A retailer is advertising its new product line and has designed a campaign that includes so-
cial media advertising, print promotional pieces, online promotions, and a special product
launch event.
Which concept is the retailer using to promote its new product line? - ANSWER Inte-
grated marketing communications
A school administrator receives a request from a textbook salesperson to meet with the
school principal. The administrator asks for the salesperson's contact information and indi-
cates that the principal may contact the salesperson if interested in meeting.
Which type of business-to-business (B2B) stakeholder is this school administrator? - AN-
SWER Gatekeeper
A large manufacturer wants to replace its aging machines. The manufacturer determines
what the machines must do and then seeks to have suppliers submit bids on the price, qual-
ity, and after-sales service.
What should the manufacturer use to solicit the suppliers' bids? - ANSWER Requests for
proposal
A manufacturing company needs to replace its material requirements planning system and
has sent out Requests for Proposal (RFPs). The company has received several responses
2
SWER By creating an emotional connection with clients to show understanding that is
built on trust
Why is responsive listening important when participating in verbal communication? - AN-
SWER It encourages the salesperson to repeat back to the customer what they believe
the customer needs.
What is a result of a salesperson conducting follow-up on a sale? - ANSWER Ensures cus-
tomer satisfaction
Every semester, a nationally known textbook company's salesperson visits each professor at
a college to show what the company offers in the subject that the professor teaches. The
salesperson hopes the professors will adopt the book for use in the next academic year.
Which type of salesperson role does this scenario illustrate? - ANSWER Missionary
A small company manufactures automobile hood ornaments and sells them in a small store
located at one end of the factory.
Which type of sales channel is being used by this company? - ANSWER Direct
A salesperson wants to get to know a prospective customer by establishing ongoing commu-
nication to ensure current as well as future sales.
Which sales approach is the salesperson using? - ANSWER Relationship
1
, A salesperson prepares for a customer meeting by reviewing the number of products the
customer has purchased since the company started. The salesperson decides to open the
conversation by reviewing how the company has consistently provided a trusted product
since the start of the customer relationship.
How does this salesperson's approach help achieve sales goals? - ANSWER It emphasizes
company value to the customer
A retailer is advertising its new product line and has designed a campaign that includes so-
cial media advertising, print promotional pieces, online promotions, and a special product
launch event.
Which concept is the retailer using to promote its new product line? - ANSWER Inte-
grated marketing communications
A school administrator receives a request from a textbook salesperson to meet with the
school principal. The administrator asks for the salesperson's contact information and indi-
cates that the principal may contact the salesperson if interested in meeting.
Which type of business-to-business (B2B) stakeholder is this school administrator? - AN-
SWER Gatekeeper
A large manufacturer wants to replace its aging machines. The manufacturer determines
what the machines must do and then seeks to have suppliers submit bids on the price, qual-
ity, and after-sales service.
What should the manufacturer use to solicit the suppliers' bids? - ANSWER Requests for
proposal
A manufacturing company needs to replace its material requirements planning system and
has sent out Requests for Proposal (RFPs). The company has received several responses
2
