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The functions performed by sales managers include planning, recruiting, training, budgeting, developing compensation plans, and assessing sales force productivity. A majority of the states have passed legislation establishing a cooling-off period during which the consumer may void a contract to […]

Trish asks her customer, “Who do you buy your supplies from now?” Which type of question is this? A) confirmation B) probing C) survey D) need-satisfaction E) referral Opportunity management consists of all of the following areas EXCEPT: A) records […]

The presentation strategy includes a reminder that outstanding service should be the overriding theme of every sales presentation. Surveys show that poor service and lack of follow-up after the sale, both potentially value-adding activities, are the primary reasons customers stop […]

In the communication-style model, people who fall into zone two display their unique behavior characteristics with less intensity than in zone one. The survey approach is generally a non-threatening way to open a sales call. Answer: TRUE Qualifying is the […]

A customer is rude to the salesperson during sales calls, requests additional research and market data, and refuses to accept courtesy calls from the salesperson. However, the customer places several large orders for the product from the salesperson. Which statement […]

A stall tends to mean that the customer appreciates the benefits of a product but is unwilling to engage in negotiations. Another name for missionary salespeople is “detail salespeople.” Answer: TRUE People buy products if they fulfill a problem-solving need. […]

Zone one, zone two, and the excess zone are used to describe which dimension of our communication styles? A) maturity B) intensity C) predictability D) flexibility E) adaptability As a general rule, we can close more sales by: A) increasing […]

According to the text, emotional intelligence can most likely be increased by using: A) partnering relationships B) transactional sales methods C) non-verbal communication tools D) empathizing techniques E) self-development activities You have covered the major points of the sales presentation […]

The partnering concept, as an enhancement of personal selling, became very popular in the 1970s. Sight is considered the most powerful attention-attracting sense; therefore, it is the most important motivating force in every selling situation. Answer: FALSE The “budget limitation […]

The product was developed by gathering focus groups of mothers and asking them what they need and what they wish normal planners offered them. This method of product development most likely: A) is costly and inefficient B) is performed by […]

The CARE model helps salespeople add value to their relationships with customers. The steps of self-improvement include setting goal, engaging in visualization, using positive self-talk, and rewarding your progress. Answer: TRUE In most situations, the involvement of technical experts on […]

A habitual rebuy is characterized by perceived brand differences and high customer involvement. Note taking is necessary in every sales presentation because it demonstrates active listening. Answer: FALSE Need identification begins during the approach, if the salesperson uses a survey […]

Which of the following is recommended when using suggestion selling? A) Don’t waste time suggesting low-profit items. B) Don’t hesitate to make suggestions before closing the sale. C) Don’t make suggestions until you have first satisfied the customer’s primary need. […]

Which combination of communication styles between salesperson and customer will likely result in a good relationship, but will LEAST likely lead to a firm sale? A) directive salesperson with directive customer B) directive salesperson with supportive customer C) supportive salesperson […]

The promotion element of a marketing program can be subdivided into the areas of: A) sales, promotion, and advertising B) market research, personnel, and product publicity C) product research, product design, product production, and product publicity D) public relations, place, […]

The need to belong is really just an urge, not a basic human social need. The use of friends and acquaintances is not an acceptable way to build a prospect base. Answer: FALSE In a selling situation, the reflective customer […]

If you are not breaking the law, then you are acting in an ethical manner. A ‘strategy” can be best described as a collection of techniques, practices, or methods you use when you are face to face with a customer. […]

An emotional response that can take various forms such as feelings of regret, fear, or anxiety is: A) Saturday-morning syndrome B) buyer’s high C) buyer’s remorse D) closing reluctance E) closing reserve Which of the following should Angie most likely […]

A need-satisfaction question can help move the sale forward. Mature and well-established products are usually characterized by intense competition as new brands enter the market. Answer: TRUE Emotive customers are frank, demanding, serious, and opinionated. Answer: FALSE Nonverbal messages can […]

Systems selling appeals to buyers who prefer to purchase individual products from a variety of sellers. The primary goal of a detail salesperson is to develop goodwill and stimulate demand for products. Answer: TRUE Tone of voice can be a […]

In a situation in which the customer may not be fully aware of a problem, the salesperson will most likely need to: A) recommend another source B) ask more probing questions C) end the sales call and ask for another […]

Which of the following statements regarding product benefits is most likely true? A) People do not buy benefits, they buy features. B) A benefit provides the customer with a personal advantage. C) Prospects usually display equal interest in features and […]

Developing a long-term relationship that focuses on solving the customer’s buying problems is referred to as: A) executing B) consulting C) selling D) transitioning E) partnering Creating a value proposition is a way of: A) choosing prices for products B) […]

Which of the following is NOT an example of performance data? A) a list of product service centers available to customers B) the AHAM certification seal C) a label on a storm window that indicates the product’s “R” value D) […]

Which of the following is most likely a strategy for self-improvement? A) comparing your performance to others B) setting specific goals for yourself C) focusing on your obstacles D) clarifying your mistakes E) demanding help from others AdVance Corporation is […]

Consultative-style selling, which emerged in the late 1960s and early 1970s, is an extension of the marketing concept. The role of a salesperson should move from supporting to selling. Answer: FALSE Potential products are more likely to be developed by […]

Traditional industrial age sales-training programs encouraged salespeople to make positive first impressions with customers and then to push the product to make a quick sale. An example of a trial close is when the salesperson says, “Can I get your […]

In some cases the statement, “I don’t need your product,” is a conditioned response. The goal of strategic selling alliances is to achieve a marketplace advantage by teaming up with another company whose products fit well with your own. Answer: […]

Individuals with high levels of emotional intelligence rarely display the qualities needed to be successful in sales because they appear untrustworthy. Examples of industries in the service channel include convention centers, banking, and advertising. Answer: TRUE In the Six-Step Presentation […]

There are several different types of presentations, and the salesperson should choose the one most likely to influence the prospect. The first stage in the typical buying process is evaluation of solutions. Answer: FALSE Salespeople have assumed an important and […]

Quotation management software enables firms to prepare written proposals that comply with federal RFP guidelines. It is almost impossible for clients to understand some products without a well-planned presentation. Answer: TRUE Style flexing is the deliberate attempt to accommodate the […]

Which of the following is LEAST likely a characteristic of a person with a high level of emotional intelligence? A) self-confidence B) professionalism C) adaptability D) optimism E) empathy Edward, a pharmaceutical sales representative, tends to focus primarily on highlighting […]

Teresa Fallon sends a written proposal to a customer. In the proposal, she compares the specifications of her product and a competing product. If the information about the competing product is not true, she is using a form of defamation […]

Yukie, a salesperson for a North American car manufacturer, told one of her prospects that Honda was being investigated in Japan for unfair labor practices. Although she had heard the rumor from someone else, she was confident it was false. […]

Which term refers to the decisions and activities that are intended to create and maintain a certain product concept in the customer’s mind? A) feature dumping B) product positioning C) product configuration D) value clustering E) strategic marketing Kelly Addison […]

Transactional buyers are well aware of their needs and usually know a great deal about the products or services they intend to purchase. Salespeople need to know what their goals are to be able to manage their time effectively. Answer: […]

Managers using rewards to motivate employees should most likely bear in mind that: A) short-term motivation contests should be used frequently due to their success B) motivational goals should be impractical to ensure that employees work hard C) rewards should […]

The sales manager should not change the compensation plan, even if conditions in the marketplace warrant a change. Before teaming up with another company, the strategic alliance buyer should learn about the firm the salesperson represents. Answer: TRUE A sales […]

After closing the sale, it would be proper to say, “Do you know anyone else who might be interested in this product?” The four major strategies that form the strategic/consultative selling model are independent of one another. Answer: FALSE Team […]

Emmanuelle Djubo is a sales representative for a firm that makes textiles using a traditional dyeing process. The firm exports its products to companies in the fashion and home decorating industries internationally. Emmanuelle is at a trade show and runs […]

The step in the Presentation Plan involving anticipating buyer concerns and using the win-win method is the: A) approach B) needs identification C) presentation D) negotiation E) close A customer who combines low dominance and high sociability displays which of […]

Research indicates that when two people communicate, verbal messages convey much more impact than nonverbal messages. A benefit is whatever provides the customer with personal advantage or gain. Answer: TRUE The sales manager who makes decisions promptly and firmly is […]

Lacey Abrams is the sales representative for the Brook Park Zoo. She sells events, such as wedding receptions, corporate dinners, and fundraisers that are held on zoo grounds. She has just finished negotiating all the details of Anne Mason’s upcoming […]

Web-Star makes Web conferencing software with features that integrate directly into users’ back-end systems such as inventory, order processing, shipping, tracking, CRM, and tech support. Using this software, companies can hold internal meetings as well as give sales presentations that […]

The telephone has proven to be a good method of making appointments, keeping customers informed, and expressing appreciation, but it is an ineffective tool for building customer goodwill. CRM software cannot be used to track the likelihood that a sale […]

Which of the following would be an example of partnering? A) selling a customized bus to the CEO of the bus manufacturer B) renting customized buses to corporate customers through a car service agency that services corporations C) using the […]

Research reported in the Harvard Business Review indicates that it is very difficult to build customer loyalty if a firm is selling only the ________ product. A) generic B) expected C) potential D) value-added E) sales A customer walks into […]

Most nonverbal closing clues are easy to detect and interpret. Research indicates that about half of lost customers leave due to price considerations. Answer: FALSE The first step in territory management is to classify all customers according to potential sales […]

Consultative-style selling practices have become popular because they can be easily mastered. Multi-call sales presentations are common in many areas, but not in the retail field. Answer: FALSE The premium approach involves giving the customer a free sample or an […]

Braeden Innovations is a company that sells database systems and software integration packages to schools and universities. Jameson Kilpatrick is a field sales representative with Braeden Innovations. As a field sales representative, he makes sales presentations in person and contacts […]

The highest compensation for salespeople generally goes to those focusing on transactional sales. Knowledge workers need selling skills to communicate information to consumers. Answer: TRUE One of the least subtle buying signals displayed by the customer is the question. Answer: […]

The generic product is the basic, substantive product you are selling. A salesperson’s performance evaluation is typically based entirely on qualitative items of measurement because quantitative criteria are viewed as unfair and subjective. Answer: FALSE In many cases, intrinsic motivators […]

Networking is another word for prospecting. Positioning is the set of benefits and values the company promises to deliver to customers to satisfy their needs. Answer: FALSE The direct appeal close is avoided by most salespeople because it adds complexity […]

Web-based demonstrations can be an effective way to present when it is: A) imperative that a customer see a full product demonstration B) important to meet face-to-face C) important to impress the buyer with technology D) necessary to provide factual […]