CHAPTER 3 AND 4 STUDY GUIDE
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? 0 True 0 False
2) This first major relationship challenge is understanding the win-win philosophy?
0 True 0 False
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? 0 True 0 False
4) An empathizer is someone who understands the ways humans interacts?
0 True 0 False
5) Transactional selling is a strategically developed, high-quality, long-term relationship that focuses on solving the customer's buying problems? 0 True 0 False
6) The role of a salesperson should move from supporting to selling?
0 True 0 False
7) Maintaining a positive relationship with company support staff is a key element of building partnership relationships? 0 True 0 False
8) Customers almost never buy products from someone they dislike? 0True 0 False
9) Win-win selling means that a salesperson sacrifices price to gain the sale?
0 True 0 False
10) Ego drive propels a salesperson to attempt to close a sale? 0 True 0 False
11) Research indicates that when two people communicate, verbal messages convey much more impact than nonverbal messages? 0True 0 False
12) Nonverbal messages can reinforce or contradict the spoken word? 0 True 0 False
13) Most image consultants agree that male salespeople should wear a jacket and tie to make the best impression on customers?
0 True 0 False
14) The CARE model helps salespeople add value to their relationships with customers.
15) The steps of self-improvement include goal setting, visualization, positive self-talk, and rewarding your progress? 0 True 0 False3.2 Multiple-Choice Questions
1) The ability to monitor our own feelings and the feelings
1) Emotional intelligence refers to the capacity for monitoring our own feelings and those of others, along with motivating ourselves and managing our emotions? 0 True 0 False
2) This first major relationship challenge is understanding the win-win philosophy?
0 True 0 False
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? 0 True 0 False
4) An empathizer is someone who understands the ways humans interacts?
0 True 0 False
5) Transactional selling is a strategically developed, high-quality, long-term relationship that focuses on solving the customer's buying problems? 0 True 0 False
6) The role of a salesperson should move from supporting to selling?
0 True 0 False
7) Maintaining a positive relationship with company support staff is a key element of building partnership relationships? 0 True 0 False
8) Customers almost never buy products from someone they dislike? 0True 0 False
9) Win-win selling means that a salesperson sacrifices price to gain the sale?
0 True 0 False
10) Ego drive propels a salesperson to attempt to close a sale? 0 True 0 False
11) Research indicates that when two people communicate, verbal messages convey much more impact than nonverbal messages? 0True 0 False
12) Nonverbal messages can reinforce or contradict the spoken word? 0 True 0 False
13) Most image consultants agree that male salespeople should wear a jacket and tie to make the best impression on customers?
0 True 0 False
14) The CARE model helps salespeople add value to their relationships with customers.
15) The steps of self-improvement include goal setting, visualization, positive self-talk, and rewarding your progress? 0 True 0 False3.2 Multiple-Choice Questions
1) The ability to monitor our own feelings and the feelings