Question $1(1$ point$)$

Saved

Listen

What aspect of trust is addressed by a salesperson knowing what he or she needs to know, and by his or her company having the ability and resources to get the job done right?

Question $1$ options:

A$)$

expertise

B$)$

dependability

C$)$

candour

D$)$

customer orientation

Question $2(1$ point$)$

Saved

Listen

Lina$$s customers tell her that they are concerned about what they are receiving in exchange for what they are paying. In other words, what are they concerned about?

Question $2$ options:

A$)$

return on investment

B$)$

discounted cash flow

C$)$

customer value

D$)$

amortization rate

Question $3(1$ point$)$

Saved

Listen

Which statement best describes the difference between consumer and business markets?

Question $3$ options:

A$)$

Consumers purchase goods and services for their own consumption, while businesses buy goods and services for other reasons.

B$)$

Business markets are characterized by low concentration of buyers.

C$)$

Consumers purchase goods and services based on the concept of derived demand, while businesses are most concerned about primary demand.

D$)$

Demand in consumer markets is less susceptible to economic cycles than demand in business markets.

Question $4(1$ point$)$

Saved

Listen

Which promotional tool of marketing relies heavily on interpersonal communication and interaction between buyers and sellers?

Question $4$ options:

A$)$

advertising

B$)$

sales promotion

C$)$

direct marketing

D$)$

personal selling

Question $5(1$ point$)$

Saved

Listen

Hunter is a new salesperson who does not yet possess a great deal of product knowledge. He is often asked questions to which he does not know the answer. By being upfront with his customers about not knowing the answers and then making an effort to find them, how does Hunter build trust?

Question $5$ options:

A$)$

He is perceived as an expert.

B$)$

He is perceived as candid.

C$)$

He is perceived as compatible.

D$)$

He is perceived as competent.

Question $6(1$ point$)$

Saved

Listen

Sersha has quit her job selling vacuum cleaners door$-$to$-$door. Now she is selling computer equipment to businesses. What can she expect as a result of this change?

Question $6$ options:

A$)$

She will call on fewer but larger customers.

B$)$

Demand for her products will fluctuate less, due to derived demand.

C$)$

She will call on more and larger customers.

D$)$

Her selling approach will be less complex, due to the multiple buying influences.

Question $7(1$ point$)$

Saved

Listen

Which of the following promotional tools is used to add value for customers by helping them to find ways to improve their bottom line?

Question $7$ options:

A$)$

personal selling

B$)$

sales promotion

C$)$

direct marketing

D$)$

advertising

Question $8(1$ point$)$

Saved

Listen

As an experienced and successful salesperson for a clothing manufacturer, Lise takes care to always follow company policies and procedures when dealing with her customers. Which aspect of trust does this illustrate?

Question $8$ options:

A$)$

confidentiality

B$)$

reliability

C$)$

security

D$)$

honesty

Question $9(1$ point$)$

Saved

Listen

Which statement best describes the concept of trust$-$based sales communication?

Question $9$ options:

A$)$

talking with customers rather than at customers

B$)$

using customer information to gain common understanding

C$)$

using trust to separate understanding from agreement

D$)$

using competitive data to gain customer commitment

Question $10(1$ point$)$

Saved

Listen

What does the term $$collaborative$,$ active listening$$ involve?

Question $10$ options:

A$)$

listening attentively to the other party$$s message

B$)$

two$-$way listening with your eyes, mind, and total being

C$)$

listening to multiple conversations at the same time

D$)$

involving everyone in your team to ensure you all hear the message

Question $11(1$ point$)$

Saved

Listen

What kind of question is designed to let the customer respond freely and as a result disclose personal or business information?

Question $11$ options:

A$)$

high$-$gain

B$)$

open$-$end

C$)$

strategic

D$)$

closed$-$end

Question $12(1$ point$)$

Saved

Listen

What is the concept that demand for business markets is closely associated with the demand for consumer goods called?

Question $12$ options:

A$)$

articulated demand

B$)$

secondary demand

C$)$

primary demand

D$)$

derived demand

Question $13(1$ point$)$

Saved

Listen

Tony worked in retail sales while completing his college degree. After graduating, he took a job as a business$-$to$-$business salesperson. What changes can he expect?

Question $13$ options:

A$)$

His new customers are likely to be more professional and rational in their approach to purchasing.

B$)$

His new customers are likely to be more dependent upon him for information.