96) ________ rewards are generated by the individual, not given by the company.
A) Financial
B) Extrinsic
C) Quantitative
D) Psychological
E) Physiological
97) All of the following are nonfinancial rewards salespeople experience EXCEPT:
A) job knowledge.
B) job satisfaction.
C) club memberships.
D) positive self-worth.
E) customer appreciation.
98) Which of the following is NOT an example of a financial reward that a salesperson could
receive?
A) Travel expenses
B) Salary
C) Psychological income
D) Entertainment allowance
E) Company car
99) According to the text, there are several questions you should ask yourself as you decide
whether a career in sales is appropriate for you. Which one of the following is LEAST relevant
to determining whether a career in sales is best for you?
A) How much freedom do I want in a job?
B) Do I have the personality characteristics for the job?
C) Am I willing to transfer to another city?
D) Do I mind traveling for work?
E) How much money do I want to earn?
100) According to the text, a(n) ________ test can be a useful tool for determining if a career in
sales is appropriate for you.
A) IQ
B) job aptitude
C) cognitive abilities
D) manual dexterity
E) physical strength
101) The acronym success is used in selling to help you remember the seven:
A) most frequently listed skills needed to be successful in sales.
B) steps required to create a customer profile.
C) mental stages of the customer purchasing process.
D) types of knowledge a salesperson needs to succeed.
E) steps to creating a successful sales presentation.
102) Which of the following statements about sales success is most likely true?
A) For success in sales, it is more important to speak well than to listen well.
B) The successful salesperson is an individual who loves selling, finds it exciting, and is strongly
convinced that the product being sold offers something of great value.
C) A successful salesperson does not need to think strategically because that is the job of the
sales manager.
D) Successful salespeople often can avoid providing service to customers if they present a “nice
guy” image.
E) Stamina is not necessary for sales success.
103) ________ is the most important personal characteristic needed to be a successful
salesperson.
A) Caring for customers
B) Knowledge
C) Patience
D) Persistence
E) Extroversion
104) A salesperson who follows the Core Principles of Professional Selling is a(n) ________
individual who can be trusted by customers.
A) morally ethical
B) profiteering
C) patient
D) experienced
E) arbitrary
105) According to the text, what is the most difficult trait for a salesperson to develop?
A) Kindness
B) Self-control
C) Patience
D) Caution
E) Fairness
106) Relationship selling:
A) builds social responsibility.
B) eliminates cognitive dissonance.
C) is another term for reciprocal selling arrangements.
D) creates customer loyalty.
E) only occurs with transaction selling.
107) When Adrian sold a computer network to a Fortune 500 company, he often called on the
company’s purchasing department to see if employees were satisfied with the network and to see
if the company had any need for an upgrade or additional software. This is an example of:
A) transformational selling.
B) customer maintenance.
C) relationship selling.
D) transaction selling.
E) proactive marketing.
108) The four main elements in the customer relationship process used by salespeople to build
long-term relationships are excellent service, a presentation of product benefits, a willingness to
constantly analyze customer needs, and:
A) expressing optimism.
B) outlining features.
C) showing persistence.
D) accepting rejection.
E) gaining commitment.
109) The acronym ABCS refers to the four:
A) main elements of the customer relationship process.
B) types of nonfinancial rewards salespeople desire.
C) steps in the sales process.
D) personality characteristics of sales managers.
E) stages in the typical sales career path.
110) Which of the following statements about sales jobs is most likely false?
A) Sales jobs require salespeople to exhibit more tact than other professions do.
B) Many salespeople work with little or no supervision.
C) Many sales jobs require considerable traveling and time spent away from family.
D) Salespeople represent their companies to the outside world.
E) Salespeople spend little or no company funds for entertainment.
111) Sales jobs differ from other jobs because sales jobs require:
A) no basic or intermediate computer skills.
B) limited human relation skills and interpersonal skills.
C) more physical stamina and mental toughness than most other types of jobs.
D) a sense of reciprocity by responding to a positive action with another positive action.
E) less creativity involving the discovery of new ideas.
112) When Nicole performs the functions of planning, organizing, and executing activities that
increase sales and profits in her territory, she is engaged in:
A) territory management.
B) operating.
C) sales management.
D) marketing.
E) time management.
113) Effective territory management would LEAST likely involve:
A) creating new customers.
B) planning activities that increase sales.
C) suggesting business opportunities to customers.
D) handling customer complaints.
E) interviewing customer employees.
114) Tyrone is a salesperson for a pet product company, and his territory includes Vermont and
New Hampshire. Tyrone’s job activities most likely include all of the following EXCEPT:
A) providing solutions to customer’s problems.
B) providing samples for customer distribution.
C) suggesting how to promote products.
D) arranging in-store demonstrations.
E) reselling products to wholesalers.
115) As a part of providing service to customers, a salesperson would be expected to do all of the
following EXCEPT:
A) return damaged merchandise.
B) handle customer complaints.
C) develop promotional ideas.
D) suggest business opportunities.
E) provide information to competitors.
116) Dwight has recently been promoted to a position as a territory salesperson. Which of the
following should Dwight expect to do in his new job?
A) Recruiting and selecting new employees
B) Developing marketing campaigns
C) Designing product logos
D) Solving customer issues
E) Calculating overhead costs
117) Stan works for a garment machinery manufacturing company. He usually makes sales calls
with the distributor’s salespeople to aid them in selling and help any of the distributor’s
customers. This is an example of a territory manager salesperson:
A) helping customers resell products.
B) tracking customer complaints.
C) modifying product usage.
D) providing service to customers.
E) redesigning product distribution.
118) Once a customer buys a central air-conditioning system, technical specialists help the buyer
learn how to operate the equipment. This is an example of a territory manager salesperson:
A) helping customers resell products.
B) creating new customers.
C) providing service to customers.
D) helping customers use products after purchase.
E) providing solutions to customer’s problems.
119) Thomas works for a breakfast cereal manufacturing company. His main job is to convince
grocery wholesalers to distribute their 10 varieties of cereal. He also develops promotional
programs to help retailers sell the firm’s products. This is an example of a territory manager
salesperson:
A) helping customers resell products to customers.
B) helping customers use products after purchase.
C) building trust and goodwill with customers.
D) providing the company with market information.
E) providing solutions to customer’s problems.
120) Effective territory management most likely requires salespeople to:
A) engage in strategic management opportunities.
B) build integrated marketing communications systems.
C) avoid nonselling activities due to cost overruns.
D) provide their employers with market information.
E) sell exclusively to their overseas, corporate clients.
121) When a salesperson is developing a personal, friendly, businesslike relationship with
everyone who may influence a buying decision, he/she is:
A) providing service to customers.
B) helping customers use products after purchase.
C) building goodwill with customers.
D) helping customers resell products to their customers.
E) providing his/her company with market information.
122) A salesperson who is a true professional:
A) keeps customers informed about competitors.
B) leave beliefs and morals out of business dealings.
C) speaks well of others, including the competition.
D) knows when to use high pressure techniques on prospects.
E) knows that finding new customers is more important than servicing current ones.
123) A professional salesperson will most likely:
A) be too busy for additional sales training.
B) maintain an intimate knowledge of the industry.
C) be too involved with customers to join civic organizations.
D) use high-pressured sales techniques in certain sales situations.
E) share customer information with other clients when it is beneficial.
124) Which of the following is one of the “seven deadly sins of business selling”?
A) Over planning
B) Unlimited optimism
C) Timidity
D) Thoroughness after the sale
E) Strong product knowledge
125) Which one of the following is NOT one of the “seven deadly sins of business selling?”
A) Unprofessional conduct
B) Unlimited optimism
C) Lack of dependability
D) Thoroughness after the sale
E) Weak product knowledge
126) Marcus Dominic sells automotive components. He usually avoids purchasing agents and
visits departments in companies to obtain orders without authorization from the agent. According
to the text, this is an example of:
A) poor planning.
B) aggressive selling.
C) limited optimism.
D) pushiness.
E) wasting the prospects time.
127) A salesperson for aquarium equipment walks into the office of a prospect unannounced. He
then engages in a small talk with the prospect. According to the text, this is an example of:
A) poor planning.
B) wasting time.
C) professional conduct.
D) pushiness.
E) limited optimism.
128) ________ is the cognitive ability to see the selling process as a whole and the relationship
among its parts.
A) Conceptual skill
B) Human skill
C) Technical skill
D) Strategic skill
E) Empathy skill
129) Conceptual skills:
A) allow the seller to think strategically.
B) are the seller’s ability to work with and through other people.
C) include mastery of the methods, techniques, and equipment involved in selling.
D) are demonstrated in the way salespeople relate to other people.
E) include the competent use of techniques to solve problems in a specific discipline.
130) Which of the following is identified by the text as an example of a conceptual skill?
A) Analytical ability
B) Strategic thinking
C) Ability to use selling tools
D) Mastery of selling techniques
E) Working through other people
131) Sean is a salesperson with exceptional cognitive and technical skills and limited human
skills. As a result he excels in all of the following areas EXCEPT:
A) creating organized sales presentations.
B) solving product problems and issues.
C) knowing how a product fits into a customer’s business.
D) using creative techniques for selling products.
E) working patiently with customers.