132) ________ skills refer to the seller’s ability to work with and through other people.
A) Conceptual
B) Empathy
C) Human
D) Personal
E) Strategic
133) Which of the following is identified by the text as an example of a human skill?
A) Analytical ability
B) Strategic thinking
C) Knowing where his/her product fits into the customer’s business
D) Mastery of selling techniques
E) Working through other people
134) ________ skills refer to the seller’s understanding and proficiency in the performance of
specific tasks.
A) Conceptual
B) E-selling
C) Automated
D) Nonhuman
E) Technical
135) Which of the following is identified by the text as an example of a technical skill?
A) Analytical ability
B) Strategic thinking
C) Knowing where his or her product fits into the customer’s business
D) Planning abilities
E) Working through other people
136) All of the following are benefits of technology for salespeople EXCEPT:
A) developing goodwill with new customers.
B) increasing the speed for qualifying leads.
C) reducing paperwork.
D) reporting new sales to the company.
E) servicing customers after the sale.
137) Which of the following statements about small businesses is false?
A) Almost half of all U.S. firms are small businesses.
B) Small firms are a vital component of the U.S. economy.
C) Small businesses can be both incorporated and unincorporated.
D) Most large firms began as small businesses.
E) Many small businesses struggle to compete with large firms.
138) Which term refers to the salesperson’s sequential series of actions that lead toward the
customer taking a desired action?
A) Talent management
B) Marketing mix
C) Sales process
D) Sales presentation
E) Marketing process
139) Locating a potential buyer is part of which step of the selling process?
A) Preapproach
B) Trial close
C) Meeting objections
D) Follow-up and service
E) Prospecting
140) The preapproach step in the customer relationship selling process involves:
A) locating and qualifying a prospect.
B) meeting a prospect and beginning a customized sales presentation.
C) relating product benefits to needs using demonstrations.
D) asking a prospect’s opinions during a presentation.
E) setting goals and developing plans.
141) The approach step in the customer relationship selling process involves:
A) locating and qualifying prospects.
B) developing a customer profile and customer benefit program.
C) relating product benefits to needs using demonstrations.
D) asking prospect’s opinions during and after a presentation.
E) building rapport with a sales prospect.
142) When Roger asks a prospect for his opinion about the copy machine he is selling, he is
engaging in ________, a step in the selling process.
A) prospecting
B) trial close
C) presentation
D) follow-up and service
E) preapproach
143) The wholesale nursery salesperson has just satisfactorily answered an objection voiced by
her prospect. What is the next selling step for her?
A) Approach
B) Presentation
C) Trial close
D) Close
E) Prospecting
144) What is professional selling? How does it differ from the traditional definition of selling?
145) What are the Core Principles of Professional Selling?
146) Comment on the following statement, “Only professional salespeople sell.
147) According to the text, there are six major reasons for choosing a sales career. List any four
of them.
148) Briefly explain the differences between order-takers and order-getters.
149) What are the two types of rewards that salespeople can earn? Give two examples of each.
150) List the four main elements in the customer relationship process. When does this process
end?
151) Explain the following statement: “Selling is both an art and a science.”
152) List the seven deadly sins of business selling.
153) How would you respond to the following statement: “Marketing and selling are
synonyms”?
154) Most salespeople work in one of three categories. List them.
155) What type of products would be sold by an industrial products salesperson?
156) As Julie Pereira sold hospital supplies for Pixtar, Inc., she dreamed of moving into Pixtar’s
management. Which managerial position would most likely be the first one Pereira would attain
at Pixtar?
157) What is the primary purpose of relationship selling?
158) What are the three categories of important skills that are necessary for a salesperson’s
success?
159) What is the first step of the sales process?
160) Ruth Cyboran and Luis Ross recently met again at their 10th high school reunion. The men
were close friends throughout school but lost touch with each other after graduation. They
enjoyed their recent meeting and promised to keep in touch, especially because they had both
chosen the same career—professional sales. Cyboran works for a paper company selling gift
wrapping paper, ribbons, and boxes to retailers. Ross provides digital technology consultations to
small businesses. Even though both believe in the Core Principles of Professional Selling, they
both expressed concern about the new emphasis on relationship selling.
Which of the following statements accurately describes what Cyboran and Ross sell?
A) Cyboran sells a service, and Ross sells a good.
B) Both Ross and Cyboran sell services.
C) Both Ross and Cyboran sell goods.
D) Cyboran sells a good, and Ross sells a service.
E) Ross is the only one of the two that sells a product.
161) Ruth Cyboran and Luis Ross recently met again at their 10th high school reunion. The men
were close friends throughout school but lost touch with each other after graduation. They
enjoyed their recent meeting and promised to keep in touch, especially because they had both
chosen the same career—professional sales. Cyboran works for a paper company selling gift
wrapping paper, ribbons, and boxes to retailers. Ross provides digital technology consultations to
small businesses. Even though both believe in the Core Principles of Professional Selling, they
both expressed concern about the new emphasis on relationship selling.
Which of the following statements accurately depicts the activities of Cyboran and Ross?
A) When Ross discusses discounts, he is dealing with the price element of the marketing mix,
but when Cyboran describes discounts, he is dealing with the product element.
B) Both Ross and Cyboran are discussing the place element of the marketing mix when they tell
clients about using direct mail to locate potential customers.
C) When describing warranties and guarantees to customers, both Cyboran and Ross are dealing
with the product element of the marketing mix.
D) Both Ross and Cyboran are dealing with the place element of the marketing mix when they
discuss features and benefits.
E) Customer service is not part of the marketing mix for either Cyboran or Ross because of the
type of products they sell.
162) Ruth Cyboran and Luis Ross recently met again at their 10th high school reunion. The men
were close friends throughout school but lost touch with each other after graduation. They
enjoyed their recent meeting and promised to keep in touch, especially because they had both
chosen the same career—professional sales. Cyboran works for a paper company selling gift
wrapping paper, ribbons, and boxes to retailers. Ross provides digital technology consultations to
small businesses. Even though both believe in the Core Principles of Professional Selling, they
both expressed concern about the new emphasis on relationship selling.
What would be the Core Principle of Professional Selling that Ross and Cyboran adhere to?
A) Treat customers as you would like to be treated.
B) Create situations where reciprocity is essential.
C) Do not be afraid to accept credit for a job well-done.
D) Be guided by self-interests.
E) Encourage customers to do research before buying.
163) Ruth Cyboran and Luis Ross recently met again at their 10th high school reunion. The men
were close friends throughout school but lost touch with each other after graduation. They
enjoyed their recent meeting and promised to keep in touch, especially because they had both
chosen the same career—professional sales. Cyboran works for a paper company selling gift
wrapping paper, ribbons, and boxes to retailers. Ross provides digital technology consultations to
small businesses. Even though both believe in the Core Principles of Professional Selling, they
both expressed concern about the new emphasis on relationship selling.
Which of the following statements accurately describes the type of selling engaged in by Ross
and Cyboran?
A) Both are direct sellers.
B) Both are sales engineers.
C) Both sell to ultimate consumers.
D) Cyboran is a detail salesperson.
E) Ross is a service salesperson.
164) Ruth Cyboran and Luis Ross recently met again at their 10th high school reunion. The men
were close friends throughout school but lost touch with each other after graduation. They
enjoyed their recent meeting and promised to keep in touch, especially because they had both
chosen the same career—professional sales. Cyboran works for a paper company selling gift
wrapping paper, ribbons, and boxes to retailers. Ross provides digital technology consultations to
small businesses. Even though both believe in the Core Principles of Professional Selling, they
both expressed concern about the new emphasis on relationship selling.
Both Ross and Cyboran started their careers at the bottom of the sales personnel career path, so
they both began working as:
A) trainees
B) marketers
C) regional salespersons
D) junior salespersons
E) interns
165) Ruth Cyboran and Luis Ross recently met again at their 10th high school reunion. The men
were close friends throughout school but lost touch with each other after graduation. They
enjoyed their recent meeting and promised to keep in touch, especially because they had both
chosen the same career—professional sales. Cyboran works for a paper company selling gift
wrapping paper, ribbons, and boxes to retailers. Ross provides digital technology consultations to
small businesses. Even though both believe in the Core Principles of Professional Selling, they
both expressed concern about the new emphasis on relationship selling.
Like other salespeople, Ross and Cyboran both receive ________ rewards as a result of their
ability to sell and create long-term customer relationships.
A) hygiene and motivational
B) financial and nonfinancial
C) performance and intrinsic
D) conceptual and functional
E) short-term and long-term
166) Ruth Cyboran and Luis Ross recently met again at their 10th high school reunion. The men
were close friends throughout school but lost touch with each other after graduation. They
enjoyed their recent meeting and promised to keep in touch, especially because they had both
chosen the same career—professional sales. Cyboran works for a paper company selling gift
wrapping paper, ribbons, and boxes to retailers. Ross provides digital technology consultations to
small businesses. Even though both believe in the Core Principles of Professional Selling, they
both expressed concern about the new emphasis on relationship selling.
Relationship selling means that Ross and Cyboran should keep all of the following in mind
EXCEPT:
A) not manipulating customers for personal gain.
B) seeking to benefit only their employers and themselves.
C) serving as problem-solvers for their customers.
D) being concerned about customer loyalty.
E) providing service and follow-up to ensure customer satisfaction.