94) According to the text, sales will increase if a sales presentation stresses:
A) benefits important to the prospect.
B) unique product features.
C) physical and performance characteristics.
D) long-term investment opportunities.
E) details of the aggregation process.
95) The main benefit of using the FAB Sequence during a sales presentation is to help the
salesperson remember to:
A) engage in two-way communication.
B) gather approval from the prospect.
C) perform trial closes throughout the presentation.
D) determine the underlying needs of the prospect.
E) discuss a product’s benefits in a conversational manner.
96) Why is it important to emphasize benefits during a sales presentation?
A) Conducting a needs assessment
B) Meeting the needs of the buyer
C) Uncovering the buyer’s concerns
D) Identifying the buyer’s decision level
E) Overcoming the buyer’s price objections
97) The underlying component of a successful sales presentation is:
A) differentiating between wants and needs.
B) utilizing statistical information as support.
C) identifying important product advantages.
D) explaining product features clearly.
E) determining the customer’s needs.
98) During a trial close, a salesperson should learn whether the:
A) competitor’s product is better.
B) product is functioning as expected.
C) prospect likes the product’s benefits.
D) price of the product is fair.
E) prospect seeks self-preservation.
99) During a sales presentation, it can be most effective when asking for an order to:
A) discuss financing challenges.
B) mention the prospect’s positive comments.
C) outline the expected delivery schedule.
D) prevent the prospect from asking questions.
E) re-address the prospect’s negative comments.
100) Which of the following would be the LEAST effective trial close question?
A) How does that sound to you?
B) Is this important to you?
C) Does that answer your concern?
D) What do you think?
E) Are you ready to order?
101) Frank, a commercial-grade air conditioning salesperson, is giving a sales presentation to a
construction company using the SELL Sequence. Which statement provides the benefits of
Frank’s product?
A) Our units are made of high-grade stainless steel.
B) Our units are backed by 15-year warranties.
C) Our units have high energy-efficiency ratings.
D) Our units will save you 10% in energy costs.
E) Our units use less energy than others.
102) Technology helps salespeople to:
A) rely on fewer environmental signals.
B) identify customer personality styles.
C) implement frequent trial closes.
D) view customers as decision makers.
E) serve customers faster and better.
103) When a consumer gives little thought or time to the purchase of a product she is in the habit
of buying, she is making a(n) ________ buying decision.
A) routine
B) limited
C) extensive
D) high-involvement
E) preconscious
104) A mother of six school-aged children buying two gallons of milk on the way home from
work would most likely be making a(n) ________ buying decision.
A) routine
B) limited
C) extensive
D) high-involvement
E) unconscious
105) If a customer of yours is currently making a(n) ________ buying decision, you should
reinforce the point that it is a correct buying decision. It is also important for you to have the
product in stock.
A) unconscious
B) limited
C) extensive
D) preconscious
E) routine
106) Which of the following purchases is most likely to be a routine decision?
A) The purchase of your first pair of ski boots
B) Buying a bottle of champagne for a celebration
C) Buying a dozen Porterhouse steaks for a cookout with the boss
D) The weekly purchase of a current affair magazine
E) The purchase of a motorcycle helmet for $500
107) The city manager has to buy a replacement traffic signal with the same specifications as the
other signals currently in use in the city. The manufacturer from which he purchased the last 12
signals has gone out of business and a new supplier has to be selected from a group of three
possible companies. To make this purchase, the city manager will have to use ________ decision
making.
A) routine
B) intensive
C) limited
D) extensive
E) selective
108) In extensive decision making:
A) the buying decision is easy to make.
B) the buyer believes there is more at stake relative to other buying decisions.
C) the buyer has already formed attitudes and beliefs toward the product.
D) the buyer has a moderate level of involvement in the buying decision.
E) the buyer usually buys low-involvement products.
109) All of the following hold true of extensive decision making EXCEPT:
A) the buyer believes there is more at stake relative to other buying decisions.
B) the buyer may become confused during the decision-making process.
C) the buyer is highly involved in the buying decision.
D) the buyer is often unfamiliar with the brand or product.
E) the buyer gives little or no thought to the purchase.
110) Which of the following purchases would most likely involve extensive decision making?
A) Scheduling an annual dentist appointment
B) Buying a new towel rack for your bath
C) Purchasing a birthday gift for a friend
D) Renewing a magazine subscription
E) Purchasing a condominium
111) A U.S. manufacturer of generators has just broken ground for a new plant in Australia. This
is the company’s first international expansion effort, and its owners want to lease another
corporate jet temporarily so they can periodically fly to Australia to oversee the building
progress and help in the hiring process. The new plant would have required ________ decision
making and the leasing of the jet would more than likely have required ________ decision
making.
A) routine; limited
B) limited; pioneering
C) routine; extensive
D) extensive; limited
E) restricted; routine
112) During the ________ phase of the buying decision process, the buyer rates her preferences
among products she is considering.
A) need arousal
B) information collection
C) information evaluation
D) purchase evaluation
E) alternative selection
113) Which of the following is an example of a personal force that could influence consumers’
buying behaviors?
A) Attitudes and beliefs
B) Friends
C) Perception
D) Gender
E) Social class
114) Which of the following is an example of a social force that could influence consumers’
buying behaviors?
A) Situation
B) Past experiences
C) Perception
D) Income
E) Family
115) When providing a buyer with information about a product, which of the following questions
is LEAST relevant for the salesperson to consider?
A) What product attributes are important in the buying decision?
B) What moral development level is needed for the buying decision?
C) What are the prospect’s attitudes toward the product?
D) What level of satisfaction is expected from buying the product?
E) What are the prospect’s attitudes about a competitor’s products?
116) During a sales presentation, the salesperson must be prepared to correct a negative
impression the prospect may have about a product. Thus, a salesperson should most likely do all
of the following EXCEPT:
A) alter the importance of the attributes.
B) highlight unnoticed product attributes.
C) alter the prospect’s beliefs about the product.
D) change the person’s search for an ideal product into a realistic product.
E) emphasize the importance a prospect attaches to a product’s high price.
117) Once a customer has selected a product to purchase, which of the following would LEAST
likely change the customer’s purchasing intentions?
A) Attitudes of others
B) Perceived risk of buying the product
C) Uncontrollable factors such as inadequate financing
D) Salesperson’s actions after the decision has been reached
E) Unnoticed, beneficial attributes of the product being purchased
118) Ladell is excited because a prospect has just signed a purchasing agreement for the biggest
sale Ladell has made in his two-year sales career. Ladell is obviously happy as he sits across the
desk from his newest customer. What should Ladell do now?
A) Discuss the buyer’s expectations concerning a delivery schedule of the product.
B) Stop talking about the product ordered and leave his customer’s office.
C) Invite the prospect out for a meal.
D) Discuss his company’s payment expectations.
E) Discuss the buyer’s expectations for the product.
119) The owner of a catering company recently bought a new heavy-duty electric mixer. She had
high expectations for the new mixer and paid “top dollar” to get the accessories on her mixer that
she considered important. After owning the machine for two weeks, the caterer feels she has
received even more benefits from the purchase of this mixer than she expected. Because of this
result, the product can be said to have caused:
A) prepurchase behavior.
B) purchase satisfaction.
C) dissatisfaction.
D) dissonance.
E) prepurchase evaluation.