UNIT 1

1. The selling process starts witha. Pre-approach b. Prospecting c. Objectifying d. Demo 2. The phase in selling process in which sales person gathers as much information about the prospective client before the sales is called: a. Pre-approach b. Prospecting c. The approach d. None of the above 3. The selling type in which the salesperson sells the product but also takes care of goodwill of the product is called a. Creative Selling b. Missionary Selling c. Main Selling d. New Selling 4. Creative Selling is one of the theory of selling in which salesperson creates needs to customer is given by a. Newtons Classification b. Tele-Sales c. International Selling d. Creative Selling 5. The salesperson whose potential customer is not the actual user of the product is said to be ina. Missionary Trade b. New Business Selling c. Creative Selling d. Main selling 6. What do the term sales quotas refer to? a. Sales Objectives b. Sales Methods c. Number of customers d. Time to make sale 7. Which of these is NOT Newtons classification of selling types? a. Telesales b. Trade c. New Business Selling d. Technical Selling 8. A salesperson does the sales via 3rd party network, it is referred to asa. Teleselling b. Franchise Selling

c. Indirect Selling d. Online Selling 9. Looking for new customers is calleda. Presenting b. Prospecting c. Solicitating d. Approaching 10. What is/are the task/s of sales representative? a. Presentation & Demonstration of products. b. Prospecting Clients; Maintaining relationships with them c. Informing customers; Information gathering d. All of the above

UNIT 2
1. What is/are NOT the quality/qualities essential for a salesperson? a. Communication skills b. Aggressiveness c. Persuasive skills d. Knowledgeable 2. Modern salesperson builds __________________ by listening to their customers, assessing customer needs, and organizing the companys efforts to solve customer problems. a. Profits b. Territories c. Perks d. Relationships 3. A ____________ is an individual acting for a company by performing one or more of the following activities: prospecting, communicating, servicing, and information gathering. a. Marketer b. Distributor c. Salesperson d. Advertiser 4. ________ are traits and characteristics an employer believes are needed for successful salespeople. a. Corporate visions b. Selection criteria c. Character references d. Performance Indicators e. Industry Guidelines 5. All the following are among chief activities of a salesperson Except a. Profit Analysis b. Prospecting c. Servicing d. Gathering Information

6. A salesperson serves as a critical link betweena company & its customers. In manu cases, salespeople serve both masters the buyer and the seller. All of the following demonstrate this relationship except a. Salesperson represent the company to the customer b. Salesperson represent the customer to the company c. Salesperson does research and intelligence for the company on the customer d. Salesperson serves as auditor for the company to trace what is happening in the environment. 7. All of the following are methods by which a company can divide up its sales responsibilities Except a. Territorial sales force structure b. Pychographic trait sales force structure c. Product sales force structure d. Customer sales force structure 8. Which of the following is NOT cited as characteristic of a successful salesperson? a. Enthusiasm b. Persistence c. Loners d. Independent 9. The best salesperson possess 4 key qualities. Which of the following may not be among these key talents? a. The ability to close a sale b. A disciplined work style c. The ability to talk, and then talk some more. d. Intrinsic Motivation 10. Salesperson spend his time in various ways. On an average which of the following accounts for the majority of salespersons time? a. Administrative tasks b. Service Calls c. Waiting and Travelling d. Face to Face Selling

UNIT 3
1. The principles of personal selling are described as __________ orientation? a. Relationship b. Transaction c. Customer d. Service 2. Starting with prospecting, preparation & planning and ending with follow up and closure, place the 5 stages of personal selling in logical order. i. Closing the sale ii. Handling Objections iii. Initiating contact

iv. Sales presentation v. Negotiation a.iii,iv,ii,v,i b.iii,ii,vi,v,i c.I,ii,iii,iv,v d.Ii,iii,iv,v,i e.Iii,iv,v,ii,i 3. Which of the following is not a main objective of personal selling? a. Generate sales b. Inform Customers c. Build Relationships d. Build awareness & appreciation for companys products. 4. Which of the following is the major advantage of personal selling? a. Reach and Frequency b. Targeted message c. Low cost d. None of the above 5. The various stages of the personal selling process are illustrated below, which are not specific roles of the sales representative? a. Devising product strategy b. Prospecting. c. Initiating contact d. Sales presentation e. Follow-up and account management f. Negotiating and closing the sale 6. At which stage in the personal selling process do you search for and qualify potential customers a. Prospecting b. Preapproach c. Introduction d. Initial canvassing e. Planning stage 7. Personal selling involves the two-way flow of communication between a buyer and seller, often in a face-to-face encounter, designed to influence a person's or a group's: a. self-esteem. b. team spirit. c. relationship mode d. management strategy. e. purchase decision 8. The practice of building ties to customers based on a salesperson's attention and commitment to customer needs over time is called: a. order processing b. personal selling c. customer value creation

d. relationship selling e. grooming 9. Identifying the prospect's role in the buying centre would be typically done in which stage of the personal selling process? a. Prospecting b. Preapproach c. Presentation d. Close 10. At which stage of the personal selling process would you obtain a purchase commitment from the prospect? a. Approach b. Presentation c. Close d. Follow-up e. Sale 11. An effective sales plan objective should be: a. precise, measurable, and time specific b. general, measurable, and flexible. c. profitable, subjective, and measurable. d. precise, profitable, and flexible. e. general, flexible, and profitable.

UNIT 4
1. Negotiation is a give and take activity in which both the parties try to shape a deal that satisfies both of them. Which of the following are examples of the two types of negotiation? a. Co-operative negotiation & Competitive negotiation b. Competitive negotiation & collusive negotiation c. Standard negotiation & co-operative negotiation d. None of the above 2. Which of the following is NOT a factor affecting successful preparation for international sales negotiations? a. Product knowledge and benefits b. Knowledge of competitors' products and their benefits c. Making judgment using own value system d. Sales presentation planning 3. Which of the following is an ethical consideration in global negotiations? a. The 'atmosphere' of a relationship developed during the negotiation process and the perceived negotiation tactics. b. Perceptions of ethicality in negotiation tactics employed by those parties involved in the negotiation.

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c. Nationality, communication difficulties, language barriers, and culturally different negotiation styles. d. All of the above. A negotiation is discussed in a tone that focuses attention on the need to reach a satisfactory solution by: a. Force b. making proposals c. joint problem-solving d. setting conditions Negotiation strategy is partly concerned with: a. ending the discussion b. searching for a common goal c. prolonging the length of the negotiation d. avoiding failure Negotiation implies that both parties accept that the agreement between them is: a. subject to further dispute b. necessary c. conditional d. final and binding In negotiations, the interpretation of a cue requires skill because it may be: a. Ambiguous b. Verbal c. Intentional d. behavioural Negotiation is a process in which: a. two or more parties try to avoid differences. b. Two or more parties try to create differences. c. two or more parties try to resolve differences. In the lose-win strategy: a. one party is prepared to give concessions, and the result may go one way or the other. b. both parties are dissatisfied with the negotiated result. c. one party is satisfied and the other dissatisfied with a negotiated settlement. Which of the following least accurately completes the statement: 'A win-win negotiation strategy is most likely when...' a. both parties are assertive. b. both parties concentrate on problem-solving strategies. c. both parties adopt a collaborative negotiation style. d. both parties are aggressive.

UNIT 5
1. Which of the following statements is not true of negotiation: a. Negotiation is competitive. b. Negotiation is guided by principles. c. Negotiation is a state of conflict. d. Negotiation aims to achieve settlement. 2. Coercive power in negotiation is based on

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a. punishment, authority and use of force, whereby others are compelled to behave a particular way. b. a capacity to seek information and consider the ideas of others. c. the control over resources desired by others. The four elements of the principled negotiation method are: a. people, interests, options and criteria. b. purpose, intervention, opinions and criteria. c. people, interactions, options and criteria. Why does principled negotiation focus on interests rather than positions? a. To make decisions based on objective criteria by separating the people from the problem. b. To focus on the cause of the position rather than the position itself. c. Some people decide on their position before they come to the negotiating table. Instead they should attempt to find common interests. d. To obtain a more accurate perception of the issues by separating the people from the problem. Which of the following is not a psychological barrier to negotiation? a. Wanting to be liked. b. Having an opinion. c. Fearing the loss of face in front of work colleagues. d. Feeling guilty about wanting to assert an opinion. What are the three key stages and phases that characterize multilateral negotiations? a. the Pre Negotiation stage, Managing actual negotiations, managing tge agreement stage b. The coalition building stage, the relationship development stage, the networking stage c. The coalition building stage, the networking stage, actual negotiation stage d. The pre negotiation stage, networking stage and managing the agreement stage e. None of the above. Following creates a good negotiator, EXCEPTa. Understanding negotiating Skills b. Find an acceptable solution c. Wanting to create Win/Win situations d. Wanting to create Lose/Win Situations What are the most dominant contributors to breakdowns and failures in negotiation? a. failures and distortions in perception, meaning, and feedback b. failures and distortions in perception, feedback, and behaviors c. failures and distortions in perception, communication, and framing d. failures and distortions in perception, cognition, and communication. e. None of the above contribute to breakdowns and failures in negotiation. Questions can be used to a. manage difficult or stalled negotiations. b. pry or lever a negotiation out of a breakdown or an apparent dead end. c. assist or force the other party to face up to the effects or consequences of their behaviors. d. collect and diagnose information. e. Questions can be used for all of the above. The process in which one party perceives that its interests are being opposed or negatively affected by another party is called: a. mediation. b. arbitration.

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c. conflict. d. negotiation. e. task interdependence Which of these refers to a form of dialogue that enables communication with less risk of upsetting harmony? a. Mediation b. Intergroup mirroring c. Talking circles d. Arbitration e. Superordinate goals Which of these is NOT a behaviour associated with negotiators resolving conflict? a. Gathering information b. Communicating effectively c. Audience characteristics d. Preparation and goal setting e. Making concessions Which of the following is NOT a third party conflict resolution method? a. Mediation b. Negotiation c. Inquisition d. Preparation e. Neither b or d Executives engage in this strategy by following previously agreed rules of due process, listening to arguments from the disputing employees, and making a binding decision. a. Arbitration b. Mediation c. Inquisition d. Intervention e. Orientation The main purpose of this third-party intervention is to manage the process and context of interaction between the disputing parties and not make the final decision about how to resolve the differences between the parties. a. Mediation b. Inquisition c. Arbitration d. Making concessions e. Compromise