Ch 18
What percentage of sales for most companies typically comes from the repeat purchases of loyal customers? (MC)
The "closing ratio" is calculated by dividing the number of orders by the: (MC)
What is the median cost of a single business-to-business sales call? (MC)
Which of the following is a rule for a professional handshake? (MC)
a) Avoid eye contact to show humility.
b) Perform 5-6 pumps.
c) Hit the socket and perform 2 pumps.
d) Put your left hand under their elbow.
Which of the following sea animals is able to clone itself? (MC)
A. Seahorses
B. Jellyfish
C. Starfish
What sales role focuses on processing routine orders or reorders for products already sold to a firm?
Order taking
How do the sources best depict the seven stages of the Personal Selling Process (PSP)?
A continuous cycle or wheel of overlapping stages.
The practice of conducting the entire sales process via telephone is known as:
Teleselling
In the SPIN selling model, what does the "S" stand for?
Situation!
The measures for two angles in a triangle are 20 degrees and 50 degrees, respectively. What is the measure for the other angle?
110 degrees
Which selling role is characterized by providing customer assistance, education, and building goodwill rather than direct sales generation?
Order Supporting
What is the second stage of the seven-stage Personal Selling Process (PSP)?
Planning the sales call or PRE-APPROACH
Which process uses statistical analysis to detect relevant hidden patterns in a customer database?
What is the first step in resolving skepticism when a customer doubts a benefit you described?
PROBE to understand the concern!
What was the last state to officially join the United States on August 21, 1959?
Hawaii
Name the 3 career paths available to newly hired salespeople.
1.Professional selling,
2.Sales management
3.Marketing management
What is at the center of the PSP?
Prospects and Customers
Which technological innovation links channel member computer systems to allow real-time information exchange?
Electronic data interchange (EDI)
When a customer mistakenly thinks you cannot provide a benefit that you actually can, you are resolving a:
Misunderstanding
Who created Sherlock Holmes?
Arthur Conan Doyle
Why is mobility often higher for salespeople than for most other professionals?
Selling skills are highly transferable to other products and organizations.
How should professional salespeople generally view customer objections?
As positive signs of interest and involvement
Name three ways sales have shifted from Field Selling to Direct-Marketing.
direct mail, telemarketing, teleselling, kiosks, electronic mail
To move a sale forward, sales sources suggest you should stop presenting and:
Ask for a Commitment
As of 2026, which video had the highest number of views on YouTube with more than 16.85 billion views?
Baby Shark