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161) In the context of the personal selling process, excuses for not making a purchase
commitment or decision are referred to as
A) rationalizations.
B) equivocations.
C) refusals.
D) objections.
E) qualifications.
162) There are six commonly used techniques to deal with objections, one of which is to
A) redirect the conversation.
B) defer to a supervisor.
C) probe by asking additional questions.
D) distract by identifying competitor shortcomings.
E) agree and neutralize the objection.
163) When handling ________ in sales, the professional approach can vary depending on the
situation, from acknowledging and converting them to ignoring them when they seem to be a
stalling tactic.
A) rationalizations
B) counteroffers
C) refusals
D) objections
E) qualifications
164) Which of the following statements should a salesperson use to acknowledge and convert the
prospect's objection into a reason for buying?
A) "I think I might be able to explain that better to you after showing you this diagram."
B) "Yes, you're right, it is lighter, but that is done intentionally to make your work easier."
C) "That's true. It does have a shorter shelf life, but that really hasn't been a problem. It is so
popular it never stays on the shelf that long anyway."
D) "Where did you hear that? Your source must have erroneous information."
E) "As I was saying…."
165) Doug Ames sells Mercedes-Benz automobiles. While making his sales presentation to a
newly qualified prospect, the prospect said, "Doug, I would really like to buy the car, but you
know, the price of the automobile is just too high." In order to answer the prospect's objection,
Ames responded, "Sir, you are correct. The price of the Mercedes-Benz automobile is high
because of what you are getting for that price." Ames then proceeded to describe the quality of
the materials used in the car, the high resale value of the car, and the dependability and prestige
associated with the Mercedes-Benz brand. What technique did Ames use to handle the prospect's
objection?
A) the postpone technique
B) the agree and neutralize technique
C) the denial technique
D) the accept the objection technique
E) the acknowledge and convert technique
166) Which of the following statements should a salesperson use to postpone a prospect's
objection?
A) "I think I might be able to explain that better to you by showing you a diagram after we have
looked at these specs."
B) "Yes, you're right, it is lighter, but that is done intentionally to make your work easier."
C) "That's true. It does have a shorter shelf life, but that really hasn't been a problem. It is so
popular it never stays on the shelf that long anyway."
D) "Where did you hear that? Your source must have erroneous information."
E) "As I was saying…."
167) During the sales presentation, the prospect interrupted the salesperson's presentation and
said, "Wait a minute. This looks like it's going to cost too much." The salesperson responded, "I
think you'll be delighted with how relatively inexpensive this program is. I'll address the subject
of price in just a moment." Which objection-handling technique has the salesperson used?
A) acknowledge and convert the objection
B) postpone
C) agree and neutralize
D) denial
E) ignore the objection
168) Which of the following statements should a salesperson use to agree with and neutralize an
objection?
A) "I think I might be able to explain that better to you after showing you this diagram."
B) "Yes, you're right, it is lighter, but that is done intentionally to make your work easier."
C) "That's true. It does have a shorter shelf life, but that really hasn't been a problem. It is so
popular it never stays on the shelf that long anyway."
D) "Where did you hear that? Your source must have erroneous information."
E) "As I was saying…."
169) During a sales call, you respond to a customer's issue by saying courteously, "You're
absolutely right, and I am going to make it my business to be sure that never happens again."
Which method have you used to handle the customer's objection?
A) postpone
B) denial
C) agree and neutralize
D) ignore
E) convert
170) Which of the following statements should a salesperson use to accept the objection?
A) "I think I might be able to explain that better to you after showing you this diagram."
B) "Yes, you're right, it is lighter. Customers haven't mentioned that as a problem—why do you
think it might be?"
C) "That's true. It does have a shorter shelf life, but that really hasn't been a problem. It is so
popular it never stays on the shelf that long anyway."
D) "Where did you hear that? Your source must have erroneous information."
E) "As I was saying…."
171) Which of the following statements should a salesperson use as a denial response to a
prospect's objection?
A) "I think I might be able to explain that better to you after showing you this diagram."
B) "Yes, you're right, it is lighter, but that is done intentionally to make your work easier."
C) "That's true. It does have a shorter shelf life, but that really hasn't been a problem. It is so
popular it never stays on the shelf that long anyway."
D) "Where did you hear that? Your source must have erroneous information."
E) "As I was saying…."
172) At which stage of the personal selling process would a salesperson obtain a purchase
commitment from the prospect?
A) approach
B) presentation
C) closing
D) follow-up
E) sale
173) The closing stage in the selling process includes identifying telltale signals indicating a
readiness to buy including
A) body language, statements, and questions.
B) questions, financial negotiation, and counteroffers.
C) negotiations, questions, and requests for assurance.
D) eye contact, body language, and requests for assurance.
E) questions, statements, and financial negotiations.
174) Three closing techniques are used when a salesperson believes a buyer is about ready to
make a purchase. They are ________ closes.
A) assumptive, trial, and presumptive
B) trial, assumptive, and urgency
C) presumptive, trial, and final
D) trial, final, and urgency
E) assumptive, presumptive, and final
175) In personal selling, a trial close refers to
A) asking the prospect to make a decision on some aspect of the purchase.
B) allowing the prospect to use or lease the item on a limited, temporary basis before making a
final commitment of purchase.
C) committing the prospect quickly by making references to the time limits of the purchase.
D) making an exchange of money or other unit of value.
E) asking the prospect to make choices concerning delivery, warranty, or financing terms.
176) Asking the prospect to make a decision on some aspect of the purchase is referred to as
a(n)________ close.
A) urgency
B) preemptory
C) presumptive
D) trial
E) final
177) An assumptive close refers to
A) demanding the prospect to make a decision on some aspect of the purchase.
B) allowing the prospect to use or lease the item on a limited temporary basis before making a
final commitment of purchase.
C) committing the prospect quickly by making references to the time limits of the purchase.
D) making an exchange of money or other unit of value.
E) asking the prospect to make choices concerning delivery, warranty, or financing terms.
178) At the end of her sales presentation, the salesperson asks, "Do you want to make monthly
payments of $75 with a 10 percent down payment or would you prefer to write a check for the
full amount today?" She has just made a(n)
A) assumptive close.
B) consultative close.
C) proactive close.
D) urgency close.
E) adaptive close.
179) An urgency close refers to
A) asking the prospect to make a decision on some aspect of the purchase.
B) allowing the prospect to use or lease the item on a limited temporary basis before making a
final commitment of purchase.
C) making an exchange of money or other unit of value.
D) quickly committing the prospect by making references to the time limits of the purchase.
E) asking the prospect to make choices concerning delivery, warranty, or financing terms.
180) Davidson-Uphoff & Co. sells ironware accessories for home and garden to retailers. When
its salesperson told the prospect, "For this week only, we will pay all the shipping costs for new
customers," the salesperson was using a(n)
A) reactive close.
B) assumptive close.
C) urgency close.
D) consultative close.
E) definitive close.
181) When a salesperson in the Apple store asks, "Will that be charge or cash?" he has executed
which stage of the personal selling process?
A) closing
B) approach
C) presentation
D) handling objections
E) follow-up
182) Russ Berry Co. sells stuffed animals and holiday gifts. When its salesperson asks a retailer,
"Do you want to order the two dozen assorted bears or two dozen white-only bears?" he has
executed which stage of the selling process?
A) approach
B) presentation
C) handling objections
D) closing
E) follow-up
183) The final stage in the personal selling process is referred to as
A) presentation.
B) assumptive close.
C) decision confirmation.
D) urgency close.
E) follow-up.
184) In the personal selling process, the stage that includes making certain the customer's
purchase has been properly delivered and installed and difficulties experienced with the use of
the item are addressed is referred to as the ________ stage.
A) urgency close
B) follow-up
C) assumptive close
D) presentation
E) postpurchase evaluation
185) At which stage in the personal selling process would a salesperson ask the customer
whether he or she is satisfied with the product?
A) assumptive close
B) final close
C) urgency close
D) follow-up
E) postpurchase evaluation
186) One reason follow-up is so important is that research shows that the cost and effort to
obtain repeat sales from a satisfied customer is roughly ________ that necessary to gain a sale
from a new customer.
A) one-quarter
B) one-half
C) the same as
D) twice
E) triple
187) A representative from AT&T called Dr. Michaels after he switched to its U-verse telephone
system. The firm wanted to make certain he was satisfied and asked if he had any questions
concerning his new service. This is an example of a(n) ________ call.
A) assumptive
B) preemptive
C) follow-up
D) prospecting
E) courtesy
188) Sales management consists of three interrelated functions: ________, sales plan
implementation, and salesforce evaluation.
A) salesforce identification
B) sales plan formulation
C) salesforce communication
D) salesforce size determination
E) salesforce training
189) Figure 20-4 above depicts the sales management process that involves three interrelated
functions. Box A refers to
A) sales plan implementation.
B) salesforce determination.
C) salesforce communication.
D) sales plan formulation.
E) salesforce evaluation.
190) Figure 20-4 above depicts the sales management process that involves three interrelated
functions. Box B refers to
A) sales plan implementation.
B) salesforce determination.
C) salesforce communication.
D) sales plan formulation.
E) salesforce evaluation.
191) Figure 20-4 above depicts the sales management process that involves three interrelated
functions. Box C refers to
A) sales plan implementation.
B) salesforce determination.
C) salesforce communication.
D) sales plan formulation.
E) salesforce evaluation.
192) ________ involves three tasks: setting objectives, organizing the salesforce, and
developing account management policies.
A) Sales plan analysis
B) Sales plan formulation
C) Sales plan management
D) Sales plan evaluation
E) Sales plan implementation
193) A sales plan is a
A) method of determining a fair and equitable compensation plan.
B) method of identifying the target markets that most closely meet the special skills of the
salesforce.
C) method for determining the size of a salesforce that integrates the number of customers
served, call frequency, call length, and available selling time to arrive at a salesforce size figure.
D) statement describing what is to be achieved and where and how the selling effort of
salespeople is to be deployed.
E) method that specifies times and places for direct communications between salespeople and
their supervisor.
194) A statement describing what is to be achieved and where and how the selling effort of
salespeople is to be deployed is known as a
A) sales plan.
B) salesforce framework.
C) sales protocol.
D) selling work order.
E) sales assessment.
195) Formulating the sales plan involves three tasks: setting objectives, organizing the
salesforce, and
A) hiring sales reps.
B) developing the marketing plan.
C) establishing the budget.
D) developing account management policies.
E) identifying qualified leads.
196) Which of the following tasks are involved in the sales plan formulation stage of the sales
management process?
A) Recruit and select the salesforce, train the salesforce, and compensate the salesforce.
B) Develop account management policies, implement the account management policies, and
evaluate the account management policies.
C) Set objectives, organize the salesforce, and develop account management policies.
D) Organize the salesforce, establish quantitative assessment, and implement follow-up.
E) Organize the salesforce, set motivational sales quotas, and evaluate the individual members of
the salesforce.
197) Selling objectives can be ________ and focus on dollar or unit sales volume, number of
new customers added, and profit. Alternatively, they can be ________ and emphasize the
number of sales calls and selling expenses.
A) input-related; output-related
B) financially related; accounting-related
C) short-term; long-term
D) customer-related; salesperson-related
E) output-related; input-related
198) The sales manager told the salesperson, "Your goal is to increase units sold for the second
quarter 5 percent compared to the same period last year." The sales manager voiced
a(n)________ sales objective.
A) output-related
B) input-related
C) behaviorally related
D) cold-call related
E) market-related
199) All of the following are output-related sales objectives except which?
A) unit sales
B) profit
C) number of new customers
D) number of sales calls
E) dollar sales
