Professional Selling Final Exam
questions well answered to pass
What are three ways that salespeople can add value in a selling situation? - correct answer ✔✔• Foster
trust and commitment
• Manage situations
• Provide closure
How is selling to an existing customer different from selling to a new customer? - correct answer ✔✔•
Selling to prospects requires different skills than does selling to existing customers. To Convince
prospects to purchase a product they have never used before, salespeople need to be especially self-
confident and must be able to deal with the inevitable rejections that occur when making initial contact.
Salespeople responsible for existing customers place more emphasis on building relationships and
servicing customers.
What is the difference between "order taking" and "order getting"? Which is preferred (from the
organization)? Which is easier (as a salesperson)? - correct answer ✔✔• Order taking: is straight taking
the order (easier for salesperson)
• Order getting: asking for more (preferred from the organization) (upselling)
What is the definition of emotional intelligence? Why is high emotional intelligence an important quality
for a salesperson to have? - correct answer ✔✔• Ability to effectively understand and regulate one's
own emotions and to read and respond to the emotions of others.
What role do the following play in the sales process - initiator, influencers, gatekeepers, users, and
deciders? - correct answer ✔✔• Users: members of a buying center that ultimately will use the product.
Users have considerable influence in the early and late steps of the buying process - need recognition,
product definition, and postpurchase evaluation. Users are important in new-task and modified rebuy
situations.
• Initiators - the person who starts the buying process. Could be an executive making a decision such as
introducing a new product, which starts the buying process.
• Influencers: People inside or outside the organization who directly or indirectly provide information
during the buying process. May seek to influence issues regarding product specifications, criteria for
,evaluating proposals, or information about potential suppliers. Example: Architects can play a critical role
in the purchase of construction material by specifying suppliers, even though the ultimate purchase
orders will be placed by the contractor.
• Gatekeepers: Control the flow of information and may limit the alternatives considered. May
determine what potential suppliers are qualified sources.
Deciders: group that makes the final decision.
What is the 80/20 rule regarding listening? - correct answer ✔✔• Salesperson should speak 20% and
listen 80%
What are the four categories of social styles we discussed in class? What are key characteristics of each?
How would you sell to each social style? - correct answer ✔✔Drivers
• High on assertiveness and low on responsiveness.
• Have a great desire to get ahead in their companies and careers
• Swift and efficient decision makers
• Base their decisions on facts
• Take risks
• Look at several alternatives before making a decision
• CEO personality
• To influence a driver, salespeople need to use a direct, businesslike, organizaed presentation with quick
action and follow-up. Proposals should emphasize the effects of a purchase decision on profits.
Expressiveness
• High on assertiveness and high on responsiveness
• Focus on the future
• Act quickly
• Take risks
• Base their decision on their personal opinions and the opinions of others
• Impatient and change their minds easily
• When selling to expressives, salespeople need to demonstrate how their products will help the
customer achieve personal status and recognition. Expressives prefer sales presentations with product
, demonstrations and creative graphics rather than factual statements and technical details. Also,
testimonials from well known firms and people appeal to expressives need for status and recognition.
• Put them in the role of innovator; the first person to use a new product
Amiable
• Low on assertiveness and high on responsiveness
• Give importance to close relationships and cooperation
• Make decisions slowly
• Build a consensus among people involved in the decision
• Avoid Risks
• Change their opinions reluctantly
• Associated with new sales professionals
• Salespeople need to build personal relationships with amiables. Amiables are particularly interested in
receiving guarantees about a product's performance. They do not like salespeople who agree to
undertake activities and then do not follow through on commitments. Salespeople selling to amiables
should stress the product's benefits in terms of its effects on
Define and provide an example of leads and prospects. - correct answer ✔✔• Lead: Potential prospect
that may or may not have what it takes to be a true prospect.
• Prospect: Locating potential customers for a product or service. Good candidate for making a sale.
What are the five questions that must be answered in the affirmative to make a lead a prospect? -
correct answer ✔✔1. Does a want of need exist?
2. Does the lead have the ability to pay?
3. Does the lead have the authority to buy?
4. Can the lead be approached favorably?
5. Is the lead eligible to buy?
Define and provide an example of using the endless chain method to find leads. - correct answer ✔✔•
Sales representatives attempt to get at least one additional lead from each person they interview.
• Ex: Girl scout cookies
questions well answered to pass
What are three ways that salespeople can add value in a selling situation? - correct answer ✔✔• Foster
trust and commitment
• Manage situations
• Provide closure
How is selling to an existing customer different from selling to a new customer? - correct answer ✔✔•
Selling to prospects requires different skills than does selling to existing customers. To Convince
prospects to purchase a product they have never used before, salespeople need to be especially self-
confident and must be able to deal with the inevitable rejections that occur when making initial contact.
Salespeople responsible for existing customers place more emphasis on building relationships and
servicing customers.
What is the difference between "order taking" and "order getting"? Which is preferred (from the
organization)? Which is easier (as a salesperson)? - correct answer ✔✔• Order taking: is straight taking
the order (easier for salesperson)
• Order getting: asking for more (preferred from the organization) (upselling)
What is the definition of emotional intelligence? Why is high emotional intelligence an important quality
for a salesperson to have? - correct answer ✔✔• Ability to effectively understand and regulate one's
own emotions and to read and respond to the emotions of others.
What role do the following play in the sales process - initiator, influencers, gatekeepers, users, and
deciders? - correct answer ✔✔• Users: members of a buying center that ultimately will use the product.
Users have considerable influence in the early and late steps of the buying process - need recognition,
product definition, and postpurchase evaluation. Users are important in new-task and modified rebuy
situations.
• Initiators - the person who starts the buying process. Could be an executive making a decision such as
introducing a new product, which starts the buying process.
• Influencers: People inside or outside the organization who directly or indirectly provide information
during the buying process. May seek to influence issues regarding product specifications, criteria for
,evaluating proposals, or information about potential suppliers. Example: Architects can play a critical role
in the purchase of construction material by specifying suppliers, even though the ultimate purchase
orders will be placed by the contractor.
• Gatekeepers: Control the flow of information and may limit the alternatives considered. May
determine what potential suppliers are qualified sources.
Deciders: group that makes the final decision.
What is the 80/20 rule regarding listening? - correct answer ✔✔• Salesperson should speak 20% and
listen 80%
What are the four categories of social styles we discussed in class? What are key characteristics of each?
How would you sell to each social style? - correct answer ✔✔Drivers
• High on assertiveness and low on responsiveness.
• Have a great desire to get ahead in their companies and careers
• Swift and efficient decision makers
• Base their decisions on facts
• Take risks
• Look at several alternatives before making a decision
• CEO personality
• To influence a driver, salespeople need to use a direct, businesslike, organizaed presentation with quick
action and follow-up. Proposals should emphasize the effects of a purchase decision on profits.
Expressiveness
• High on assertiveness and high on responsiveness
• Focus on the future
• Act quickly
• Take risks
• Base their decision on their personal opinions and the opinions of others
• Impatient and change their minds easily
• When selling to expressives, salespeople need to demonstrate how their products will help the
customer achieve personal status and recognition. Expressives prefer sales presentations with product
, demonstrations and creative graphics rather than factual statements and technical details. Also,
testimonials from well known firms and people appeal to expressives need for status and recognition.
• Put them in the role of innovator; the first person to use a new product
Amiable
• Low on assertiveness and high on responsiveness
• Give importance to close relationships and cooperation
• Make decisions slowly
• Build a consensus among people involved in the decision
• Avoid Risks
• Change their opinions reluctantly
• Associated with new sales professionals
• Salespeople need to build personal relationships with amiables. Amiables are particularly interested in
receiving guarantees about a product's performance. They do not like salespeople who agree to
undertake activities and then do not follow through on commitments. Salespeople selling to amiables
should stress the product's benefits in terms of its effects on
Define and provide an example of leads and prospects. - correct answer ✔✔• Lead: Potential prospect
that may or may not have what it takes to be a true prospect.
• Prospect: Locating potential customers for a product or service. Good candidate for making a sale.
What are the five questions that must be answered in the affirmative to make a lead a prospect? -
correct answer ✔✔1. Does a want of need exist?
2. Does the lead have the ability to pay?
3. Does the lead have the authority to buy?
4. Can the lead be approached favorably?
5. Is the lead eligible to buy?
Define and provide an example of using the endless chain method to find leads. - correct answer ✔✔•
Sales representatives attempt to get at least one additional lead from each person they interview.
• Ex: Girl scout cookies
