Selling Today, 12e (Manning) - Piv Chapter 3 Creating Value with a Relationship Strategy

Topics: Sales, Selling, Consultative selling Pages: 20 (4576 words) Published: March 29, 2012
Selling Today, 12e (Manning) - PIV
Chapter 3 Creating Value with a Relationship Strategy

3.1 True/False Questions

1) Emotional intelligence refers to the capacity for monitoring our own feelings and those of others, along with motivating ourselves and managing our emotions. Answer: TRUE
Diff: 2 Page Ref: 83
Objective: LO1

2) This first major relationship challenge is understanding the win-win philosophy. Answer: FALSE
Diff: 1 Page Ref: 83
Objective: LO1

3) In the strategic/consultative selling model, developing a relationship strategy includes the following recommendations: adopt the marketing concept, project a professional image, and maintain high ethical standards. Answer: FALSE

Diff: 3 Page Ref: 84
Objective: LO1

4) An empathizer is someone who understands the ways humans interact. Answer: TRUE
Diff: 1 Page Ref: 84
Objective: LO1

5) Transactional selling is a strategically developed, high-quality, longterm relationship that focuses on solving the customer's buying problems. Answer: FALSE
Diff: 2 Page Ref: 85
Objective: LO1

6) The role of a salesperson should move from supporting to selling. Answer: FALSE
Diff: 1 Page Ref: 85
Objective: LO1

7) Maintaining a positive relationship with company support staff is a key element of building partnership relationships. Answer: FALSE
Diff: 1 Page Ref: 86
Objective: LO1

8) Customers almost never buy products from someone they dislike. Answer: TRUE
Diff: 1 Page Ref: 87
Objective: LO1

9) Win-win selling means that a salesperson sacrifices price to gain the sale. Answer: FALSE
Diff: 1 Page Ref: 88
Objective: LO2

10) Ego drive propels a salesperson to attempt to close a sale. Answer: TRUE
Diff: 1 Page Ref: 89
Objective: LO2

11) Research indicates that when two people communicate, verbal messages convey much more impact than nonverbal messages. Answer: FALSE
Diff: 2 Page Ref: 90
AACSB: Communication Abilities
Objective: LO3

12) Nonverbal messages can reinforce or contradict the spoken word. Answer: TRUE
Diff: 1 Page Ref: 90
AACSB: Communication Abilities
Objective: LO3

13) Most image consultants agree that male salespeople should wear a jacket and tie to make the best impression on customers. Answer: FALSE
Diff: 3 Page Ref: 92
Objective: LO3

14) The CARE model helps salespeople add value to their relationships with customers. Answer: TRUE
Diff: 1 Page Ref: 96
Objective: LO4

15) The steps of self-improvement include goal setting, visualization, positive self-talk, and rewarding your progress. Answer: FALSE
Diff: 2 Page Ref: 96
Objective: LO5

3.2 Multiple-Choice Questions

1) The ability to monitor our own feelings and the feelings of others, and manage emotions in our relationships is referred to as: A) emotional intelligence
B) relationship partnering
C) a relationship strategy
D) self-concept
E) a win-win relationship
Answer: A
Diff: 1 Page Ref: 83
Objective: LO1

2) The three major relationship challenges are building new relationships, transforming relationships from personal to professional, and: A) projecting a professional image
B) managing relationships
C) developing empathy
D) developing rapport
E) adding value
Answer: B
Diff: 3 Page Ref: 83
Objective: LO1

3) A series of creative improvements in the sales process that enhance the customer experience is also known as: A) relationship modeling
B) customer-oriented sales
C) value-added selling
D) transactional selling
E) managing relationships
Answer: C
Diff: 2 Page Ref: 84
Objective: LO1

4) Salespeople today are encouraged to think in terms of:
A) the profitability to the company that a customer represents B) building a career that will translate even if they switch companies C) maximizing their time by automating most functions
D) the total lifetime relationship with the customer
E) the total...
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