95) Reyna sells children’s encyclopedias. Before a sales call at a local bookstore, Reyna collected
background information about the company using Manta.com and LinkedIn, and reviewed the
store’s typical business terms and requirements. Reyna compiled this information in her:
A) sales call objective.
B) overall marketing plan.
C) competitive portfolio.
D) business proposition.
E) customer profile.
96) A ________ would answer questions such as “What is the buyer’s background?” and “What
are the company’s purchasing policies?”
A) sales call objective
B) company’s marketing plan
C) competitive portfolio
D) customer profile
E) business proposition
97) What is the primary purpose of developing a customer profile sheet?
A) Understanding the structure of the company’s buying center.
B) Identifying the best strategy to use in a sales call.
C) Narrowing the objective of the sales call.
D) Using visual aids in a sales presentation.
E) Developing rapport with the prospect.
98) Carl, an office supply salesperson, determined during the preapproach process that a prospect
could save 25 percent yearly by purchasing a bulk order of 30 units of Carl’s general supplies kit.
Carl has defined this advantage while developing a(n):
A) value analysis.
B) customer benefit plan.
C) individualized sales call objective.
D) customer profile.
E) customized marketing objective.
99) Walter sells sporting goods. During sales call planning for an upcoming appointment with a
prospect, Walter determines that the prospect could save 10% annually on golf balls by
purchasing 50 units of Pinnacle golf balls from Walter. He has determined this advantage while
developing a(n):
A) value analysis.
B) customer benefit plan.
C) individualized sales call objective.
D) customer profile.
E) customized marketing objective.
100) The salesperson’s ________ contains the central information provided in the sales
presentation.
A) customer benefit plan
B) sales call objective
C) customer profile
D) marketing plan
E) business proposition
101) What is the first step in developing a customer benefit plan?
A) Establish a marketing plan.
B) Creating a detailed customer profile.
C) Selecting a suggested purchase order for a prospect.
D) Developing a business proposition that includes a value analysis.
E) Choosing the features, advantages, and benefits to present to a prospect.
102) What is the second step in developing a customer benefit plan?
A) Identifying benefits.
B) Creating a marketing plan.
C) Establishing a sales call objective.
D) Developing a business proposition.
E) Customizing a purchase order plan.
103) Which component of a customer benefit plan most likely includes price, percent markup,
and ROI?
A) Customized marketing plan
B) Business proposition
C) Sales call objective
D) Customer profile
E) Purchase order
104) A marketing plan for a retailer should most likely include how to:
A) identify benefits.
B) utilize the SELL sequence.
C) promote a specific product.
D) evaluate return on investment.
E) present a customer needs analysis.
105) What is the final step in developing a customer benefit plan?
A) Performing a value analysis that identifies ROI.
B) Assessing the prospect’s attitude with a trial close.
C) Creating an individualized sales call objective.
D) Developing a suggested purchase order.
E) Presenting a marketing plan.
106) Tatum is a sales representative for a gourmet cookware manufacturer. Tatum’s marketing
plan for a store that would be a logical retail outlet for her products should include:
A) how ultimate consumers should correctly dispose of old kitchen tools.
B) how the retailer can adopt the role of end-user.
C) how the reseller will promote the cookware once purchased.
D) the business proposition which the retailer will adhere to.
E) a purchase order based on a seller benefit plan.
107) Strategies for selling a product to a reseller’s customers would most likely be included in a:
A) business proposition.
B) FAB statement.
C) marketing plan.
D) suggested purchase order.
E) SELL sequence.
108) Which of the following is an example of a topic often discussed in the marketing plan
segment of a sales presentation for a reseller?
A) Guarantees
B) Maintenance
C) Demonstrations
D) List price
E) Shipping costs
109) A marketing plan created for an end-user most likely addresses:
A) the business proposition.
B) forecasted profit and ROI.
C) how the product can be used.
D) how a reseller will sell the product once purchased.
E) the features, advantages, and benefits of the product.
110) Which of the following is an example of a topic often discussed in the marketing plan
segment of a sales presentation for an end-user?
A) Geographic advertising
B) Samples
C) Availability
D) Trade shows
E) List price
111) Annette sells store fixtures such as clothing racks, wall shelving, and storage units. In
developing her ________ for a prospect, Annette uses the square footage of the prospect’s retail
store to predict profit as well as return on investment if her fixtures are purchased.
A) sales call objective
B) marketing call
C) customer profile
D) FAB
E) business proposition
112) Which of the following is an example of a topic discussed in the business proposition
segment of a sales presentation for a reseller?
A) Demonstrations
B) Guarantees
C) Maintenance/service
D) Value analysis
E) Discounts
113) Which of the following is an example of a topic discussed in the business proposition
segment of a sales presentation for an end-user?
A) ROI
B) Discounts
C) Warranties
D) Regional advertising
E) Coupons
114) A suggested purchase order would most likely include all of the following information
about a product EXCEPT:
A) type.
B) quantity.
C) assortment.
D) promotion ideas.
E) shipment details.
115) The first three steps involved in developing the customer benefit plan (in their correct
order) are:
A) developing marketing plan, developing FAB, and developing business proposition.
B) developing benefits, developing business proposition, and developing marketing plan.
C) developing marketing plan, developing business proposition, and closing the sale.
D) developing FAB, developing marketing plan, and developing business proposition.
E) developing business proposition, developing marketing plan, and closing the sale.
116) Which of the following would most likely occur in the approach phase of a sales
presentation?
A) Describing features, advantages, and benefits
B) Asking for the prospect’s business
C) Explaining product usage
D) Building rapport
E) Reselling
117) Recommending what to buy in order to fill the needs of the customer is uncovered in which
phase of your sales presentation?
A) Approach
B) Present your marketing plan
C) Explain your business proposition
D) Suggest purchase order
E) Close
118) Which of the following should be addressed in the closing phase of a sales presentation?
A) Explaining usage
B) Outlining features
C) Building rapport
D) Asking for business
E) Explaining how to resell
119) In which of the prospect’s mental steps would interruptions be most difficult for a
salesperson to overcome?
A) Interest
B) Action
C) Conviction
D) Attention
E) Desire
120) The first mental step of a prospect’s buying decision is:
A) conviction.
B) attention.
C) purchase.
D) desire.
E) interest.
121) A salesperson’s prospects go through several mental steps in deciding whether to buy or not
to buy a product. Select these steps in their correct order.
A) Attention, interest, desire, purchase, and action
B) Attention, desire, interest, conviction, and purchase
C) Attention, interest, desire, conviction, and purchase
D) Attention, interest, desire, conviction, purchase, and action
E) Attention, conviction, desire, interest, purchase, and action
122) A prospect goes through five mental steps, which all lead to the purchase decision. The
approach stage of the selling process should:
A) move the prospect to the conviction stage.
B) attract customer attention and interest.
C) make the customer desire the product.
D) get the customer to take some action.
E) handle initial objections.
123) As a salesperson, you should know that the second of the five mental steps that a prospect
goes through in deciding to buy from you is:
A) interest.
B) insight.
C) intent.
D) inference.
E) incubation.
124) As a salesperson for a restaurant equipment supplier, you have decided to call on Frederick
Hawkins, the owner of Fred’s House of Pancakes. If Frederick decides to discuss your products
then he is most likely in the ________ stage of the buying decision.
A) attention
B) conviction
C) purchase
D) interest
E) desire