MKT268 : Midterm Revision Exam

[CH1] In the Industrial Economy, business was defined by its customer relationships.

[CH1] According to the notes, people spend about 40 percent of their time in nonsales selling, persuading and influencing others in ways that do not involve a purchase.

[CH1] Salespeople who sell away from the employer's location, visiting prospects at their workplaces or homes, are called inside salespeople.

[CH1] Industrial salespeople and sales or applications engineers are career opportunities found in the business goods channel.

[CH2] The Consultative-Selling Era emerged in the late 1960s to early 1970s, when salespeople became diagnosticians of customers' needs and consultants offering recommendations.

[CH2] In the Strategic/Consultative-Selling Model, "Become a product expert" is one of the prescriptions of the customer strategy.

[CH2] Strategic-selling alliances are described as the highest form of partnering.

[CH2] In the Partnering Era, the product supplants the customer as the driving force in sales.

[CH4] Empathy and ego drive weaken one another, so a strong ego drive reduces a salesperson's empathy.

[CH4] When two people communicate, nonverbal messages convey much more impact than verbal messages.

[CH4] Addressing a new prospect by first name is a recommended rule of etiquette because it builds rapport quickly.

[CH4] According to Figure 4.2, win-lose people fix the blame, while win-win people fix what caused the problem.

[CH5] Sociability is the tendency to control or prevail over others.

[CH5] A person who is high in dominance and low in sociability is classified as having the Directive style.

[CH5] The Platinum Rule, which is at the heart of the style-flexing strategy, is "Do unto others as they want done unto them."

[CH1] Which of the following is NOT one of the four major sources of sales training?

[CH1] Fatima works at her employer's branch in Manama and sells insurance policies to customers who visit the office. She does not travel to customers. Fatima is best described as a(n):

[CH1] A hospital administrator spends an afternoon convincing the board to approve a new staff schedule. No purchase is involved. This activity is an example of:

[CH1] A Bahraini construction firm wants expert advice from its supplier, is willing to attend several meetings, and makes decisions based on expertise rather than convenience. This customer prefers a:

[CH1] Khalid sells advertising airtime for a GCC television network to companies across the region. His career falls within which sales channel?

[CH1] Personal-selling skills contribute significantly to four groups of knowledge workers. Which of the following is NOT one of these groups?

[CH1] Which of the following is NOT listed among the considerations for a future in personal selling?

[CH2] The principle that achieving organizational goals depends on knowing the needs and wants of target markets and delivering the desired products is called the:

[CH2] During a meeting, Ahmed notices his customer looks confused, so he slows down, changes his examples, and asks more questions to improve communication. Ahmed is practising:

[CH2] In which era of personal selling was strategy given as much attention as selling tactics, with greater emphasis on account management and team selling?

[CH2] Huda has learned about a proposed partner and has met with them to explore the benefits of an alliance. According to the steps for building a strategic account relationship, what should she focus on next?

[CH2] In the Creating and Delivering Customer Value Model, which of the following is Part 2?

[CH2] A salesperson at an office-equipment company studies every model in depth, explains how each feature saves the customer money, and combines products and services into tailored packages. These activities belong to which strategy?

[CH4] Which of the following is NOT one of the memory aids for recalling a person's name?

[CH4] A salesperson makes a point of building good relations with a client's receptionist and technical staff, because they can influence the sale. In Figure 4.1, these people belong to which group?

[CH4] Which of the following is NOT one of the four key words that should govern a salesperson's decision about dress?

[CH4] Ali writes down a target of ten new accounts this quarter. Every morning he then pictures himself running confident, successful client meetings. This morning habit represents which step of the self-improvement plan?

[CH4] In the CARE model of behaviors that build long-term relationships, the letter R stands for:

[CH4] Before a meeting, Sara imagines herself in the buyer's position and tries to understand the pressure and worries the buyer is feeling. Sara is showing:

[CH5] A customer appears quiet, listens attentively to others, tends to avoid the use of power, and makes decisions in a thoughtful and deliberate manner. This customer most likely has which communication style?

[CH5] A purchasing manager seems very busy, sometimes gives the impression of not listening, displays a serious attitude, and clearly likes to maintain control of the meeting. Which communication style does this describe?

[CH5] In the communication style model, a person who is low in dominance and low in sociability has which style?

[CH5] When a Reflective customer's style becomes exaggerated and moves into the excess zone, the customer is most likely to:

[CH5] Which of the following is NOT one of the communication style principles in the notes?

[CH5] Hassan, a quiet and reserved salesperson, feels uncomfortable with a loud, informal customer who jokes constantly, and the meeting goes badly. The tension Hassan experienced is best called:

[CH1] What is personal selling? Discuss each of the three prescriptions a salesperson follows when developing a personal-selling philosophy.

[CH1] Compare the Industrial Economy and the Information Economy, and explain what these differences mean for relationship selling.

[CH2] List and explain the four strategies that form the core of the Strategic/Consultative-Selling Model, giving the three prescriptions of each.

[CH2] Describe the four eras in the evolution of personal selling, stating when each began and its main selling emphasis.

[CH4] Identify and explain the major nonverbal factors that shape a salesperson's image, including the handshake, facial expressions, appearance, and voice quality.

[CH4] Explain the win-win philosophy and compare the behaviors of win-lose people with those of win-win people.

[CH5] Explain the two dimensions of the communication style model and describe the four communication styles that result from them.

[CH5] Explain how a salesperson can minimize communication style bias, referring to versatility, style flexing, and the Platinum Rule.

[CH1] Is Maryam an inside salesperson or an outside salesperson? Justify your answer using the case.

[CH2] Before the meeting, Maryam studied how the firm makes purchasing decisions, found out what motivates its buyers, and added similar companies to her list of potential accounts. Which strategy of the Strategic/Consultative-Selling Model was she applying? Explain.

[CH4] Identify the rules of etiquette that Yousif broke during the meeting, and explain how each one could damage the relationship. Also state which relationship group Maryam was managing when she phoned the finance and shipping departments.

[CH5] Using the two dimensions of the communication style model, identify Jassim's communication style. Support your answer with evidence from the case.

[CH5] Explain what went wrong between Reem and Jassim using communication style concepts, and recommend how Reem should flex her style at the next meeting.

[CH4] Jassim never said that he was unhappy. Using Chapter 4 concepts, explain what signals Reem missed and why they mattered. Also identify one voice-quality mistake she made.