56) Which of the following is critical to strategic problem solving?
A) Nonverbal communication
B) High-tech equipment
C) Effective prospecting
D) Creative solutions
E) Industry alliances
57) A salesperson and a customer enter into a strategic customer relationship in order to:
A) pursue mutual goals.
B) maintain an adversarial relationship.
C) create transactional exchanges.
D) eliminate routine buying decisions.
E) broaden the channel of distribution.
58) Nordstrom, the fashion retailer, is installing software in its 137 stores that will help the
company gather customer preferences and product information. The software will assist the
store’s salespeople to understand each customer as a person with unique wants and needs.
Nordstrom is helping its salespeople create ________ with the store’s customers.
A) transactional relationships
B) exchange-oriented dependencies
C) symbiotic relationships
D) strategic customer relationships
E) joint decision-making alliances
59) Which of the following may not be categorized as one of the personal needs of a business–to–
business buyer?
A) Help me generate influence within my organization
B) Help me become more insightful about my industry
C) Help me take care of those I love
D) Help me reduce my workload
E) Help me advance professionally within my firm
60) Which of the following may not be categorized as one of the personal needs of a business–to–
business buyer?
A) Help me generate influence within my organization
B) Help me become more insightful about my industry
C) Help increase the satisfaction of my business unit’s customers
D) Help me reduce my workload
E) Help me advance professionally within my firm
61) In order to become a creative problem solver, the salesperson must invest a significant
amount of effort into delving into the buyer’s true needs, interpreting the needs and _______?
A) documenting the needs
B) finding ways to refute the needs
C) creating a meaningful solution
D) evaluating the needs
E) planning a drastic solution
62) The creative problem solving process includes (1) finding the problem, (2) solving the
problem, and (3) _______?
A) documenting the needs
B) finding ways to refute the needs
C) implementing the solution.
D) evaluating the needs
E) planning a drastic solution
63) A(n) ________ has the ability to develop and combine nontraditional alternatives to meet the
specific needs of the customer.
A) tactical partner
B) creative problem solver
C) low-involvement decision maker
D) transactional partner
E) exchange creator
64) Jack, an office supply salesperson, recently called on a customer who was trying to select
photos to include in a catalog. The customer wanted to look at the 10 photos side-by-side for
comparison, but his easel was too small and the cinderblock walls in the office would not hold
tacks or tape. The customer explained that the situation was a regular issue for him. Jack
obtained a roll of cork and a can of cork glue to convert an office wall into a giant bulletin board.
In this instance, Jack acted as a(n):
A) tactical partner.
B) creative problem solver.
C) low-involvement decision maker.
D) transactional partner.
E) exchange creator.
65) Lev Knossos sells high tech equipment and software to companies in Greece. When he first
started selling to Greek businesses, he was told that the Greek market lagged behind others in the
use of technology. After conducting research, Knossos visited the Commercial Bank of Greece
and explained how his products could create Web pages for the bank and facilitate banking
transactions. By applying his product knowledge to solve a technology issue that he identified,
Knossos took the role of:
A) tactical partner.
B) creative problem solver.
C) low-involvement decision maker.
D) transactional partner.
E) exchange creator.
66) All of the following hold true of the customer relationship model EXCEPT:
A) it requires consultative selling.
B) the sales process unites the buyer’s strategic needs with the salesperson’s creative solutions.
C) the relationship is expected to be short-term.
D) the relationship must be mutually beneficial for the buyer and the seller.
E) the customer reaches his/her goal along with the seller.
67) ________ selling makes the customer-relationship model viable.
A) Consultative
B) Memorized
C) Feature/
D) Direct
E) Close-ended
68) During the ________, the salesperson plans the sales call on a prospect.
A) preapproach
B) trial close
C) sales presentation
D) approach
E) value analysis
69) Which of the following is the LEAST likely reason for a sales call to be planned?
A) Building confidence
B) Developing goodwill
C) Exhibiting professionalism
D) Increasing the potential of a sale
E) Eliminating customer objections
70) Which of the following is the most likely reason that salespeople plan their sales calls?
A) Shortening the sales presentation
B) Overcoming customer objections
C) Establishing professionalism
D) Utilizing new technologies
E) Training new employees
71) When a salesperson is faced with a unique set of customer problems to solve, the salesperson
will most likely need to:
A) act professionally.
B) build self-confidence.
C) develop an atmosphere of goodwill.
D) enhance the buying and selling procedure.
E) customize a product to best address the client’s needs.
72) Which of the following is LEAST likely to be a performance goal of consultative selling in
the customer relationship model?
A) Costs
B) Sales
C) Profits
D) Experience
E) Productivity
73) Anthony is going on his first sales call, and he is very nervous. A professional salesperson
would most likely tell Anthony that the key to selling success is the willingness to:
A) motivate the customer to buy even if the customer does not really need the product.
B) continually monitor the competition.
C) plan and rehearse the sales call.
D) ignore customer objections.
E) schedule the length of each sales call to be no more than 30 minutes.
74) A salesperson engaged in sales call planning should:
A) create nonspecific sales call objectives.
B) develop the sales presentation.
C) conduct vendor analyses.
D) join a sales lead club.
E) design after-the-sale service approach.
75) Mervin Jacob sells professional barbeque grill equipment to high-end restaurants. His
products come in different sizes and specifications. When he called on Grill Kingdom, a popular
barbeque restaurant, he was determined to sell at least one of his top-end grill pro machines.
Jacob decided his ________ even before his sales call.
A) selling proposition
B) marketing plan
C) FAB plan
D) objective
E) prospect
76) The four elements of sales call planning (in their correct order) are:
A) customer profile, sales call objective, sales presentation, and sales benefit.
B) sales call objective, customer profile, customer benefit plan, and sales presentation.
C) customer profile, sales call objective, customer benefit plan, and sales presentation.
D) sales call objective, customer benefit plan, customer profile, and sales presentation.
E) customer preapproach, customer profile, customer sales call objective, and sales presentation.
77) Which of the following is one of the four components of the sales call planning process?
A) A marketing audit
B) A vendor analysis
C) A customer profile
D) Perceptual mapping
E) Market testing
78) A(n) ________ is the main purpose of a salesperson’s contact with a prospect.
A) sales call objective
B) sales mission
C) sales profile
D) marketing goal
E) preapproach profile
79) Which of the following statements about sales call objectives is true?
A) Sales call objectives should primarily benefit the salesperson.
B) A sales call objective is only necessary when making formal presentations.
C) A customer profile must be developed before making a sales call objective.
D) The sales call objective is the main purpose of a salesperson’s contact with a prospect.
E) A sales call objective is usually too complex to modify once a sales call has developed.
80) Garth sells spray booths for repainting vehicles to shops that repair wrecked vehicles. The
spray booths are used for painting cars and trucks and come in a variety of sizes. The spray
booths are used to contain the paint and to protect the car surface while the paint is drying. When
he called on Elwood Body Shop, his ________ was to sell the body shop owner one of his
company’s taller spray booths designed for trucks.
A) selling proposition
B) marketing plan
C) sales call objective
D) FAB plan
E) customer profile goal
81) What is needed in order to develop a customer benefit plan?
A) Rehearsed preapproach
B) Industry profile
C) Customer profile
D) Client referrals
E) Customer profit ratio
82) Which of the following statements is most likely true?
A) Selling is a very complex process.
B) Selling is easy to do on a consistent basis.
C) A sales call must move systematically toward a sale.
D) Selling begins with negating a precall sales objective.
E) Elaborate planning is necessary before making a sales call.
83) In a SMART sales call objective, the “S” refers to the fact that the objective should:
A) be specific.
B) be sales-oriented.
C) balance supply with demand.
D) support organizational objectives.
E) put customer service before self-gratification.
84) In a SMART sales call objective, the “M” refers to the fact that the objective should:
A) manage time wisely.
B) maximize the customer’s order size.
C) minimize the cost to the customer.
D) be measurable.
E) move the prospect to buy.
85) In a SMART sales call objective, the “A” refers to the fact that the objective should:
A) authorize immediate response.
B) be achievable.
C) create product awareness.
D) augment the sales potential.
E) be analytical.
86) Robert Hayden sells metal gazebos. He approaches a large retail chain of home improvement
stores. He decides beforehand to sell 10 pieces to their regional procurement manager. In terms
of the acronym “SMART”, his primary objective is to:
A) have a targeted rate of return.
B) be specific.
C) put customer service first.
D) maximize the customer’s order.
E) relate to the present and future needs of the customer.
87) Randal Lamson sells carpet and rugs. He approaches a retail chain of home renovation stores
with a plan to sell five rugs. In terms of “SMART”, his goal meets the requirement to:
A) be specific.
B) identify the ROI.
C) put customer service first.
D) maximize the customer’s order.
E) relate to the present and future needs of the customer.
88) John sells safety equipment to law enforcement agencies. Before calling on the Humphrey
Sheriff’s Department, John decided that he wanted to get an order for eight new bulletproof vests
from the sheriff before he left the office. In terms of the acronym SMART, John’s objective:
A) is relevant.
B) is very specific.
C) puts customer service first.
D) maximizes the customer’s order.
E) is related to the present and future needs of the customer.
89) Rob Stewart sells office equipment and calls on the office manager of a large firm. Rob
wants to sell the prospect 30 units of general office supplies. In terms of the acronym SMART,
Stewart’s objective:
A) could not be measured.
B) was probably not achievable.
C) was missing a valid order size.
D) did not specify a time period.
E) met all objective requirements.
90) In a SMART sales call objective, the “R” refers to the fact that the objective should:
A) enhance relationship building.
B) be based on marketing research.
C) relate to future customer needs.
D) create references.
E) be realistic.
91) In a SMART sales call objective, the “T” refers to the fact that the objective should:
A) be timed.
B) have a technical-orientation.
C) be tested.
D) have a targeted rate of return.
E) describe trade areas.
92) Steve sells paint to shops that repair wrecked vehicles. When Steve called on Elwood Body
Shop, he wanted to sell the body shop owner six cases of his company’s base coating paint. In
terms of the acronym SMART, Steve’s objective:
A) could not be measured.
B) was not readily achievable.
C) did not have a valid order size.
D) was missing the time component.
E) met all call objective requirements.
93) Carlos sells mailing lists for a direct marketing company. He is interested in selling a mailing
list to the publisher of a magazine devoted to new electronic products. Carlos learns that he
cannot close the sale until meeting the publisher’s circulation vice president. This sort of
information would be found in the ________ that Carlos created.
A) sales call objective
B) company’s marketing plan
C) competitive portfolio
D) customer profile sheet
E) business proposition
94) Loreen sells how-to books and is going on a sales call to a local bookstore. Loreen knows the
purchasing policies of the store such as who makes buying decisions. Such information can be
found in Loreen’s:
A) sales call objective.
B) marketing plan.
C) competitive portfolio.
D) customer profile.
E) business proposition.