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Indicate whether the statement is true or false.
1. Personal selling is especially needed for complex or new goods and services.
a. True
b. False
2. Unlike advertising and sales promotion, personal selling can respond only to the questions and objections that the
copywriter thinks are important to customers.
a. True
b. False
3. A sales presentation is a written document or professional presentation that outlines how a company’s product or service
will meet or exceed the client’s needs.
a. True
b. False
4. A good salesperson perceives objections as a hindrance to the purchase decision.
a. True
b. False
5. In consultative selling, the emphasis of the salespeople shifts from a one-time sale to a long-term relationship.
a. True
b. False
6. When customers try to pit suppliers against each other to drive down the price of the product, the salesperson should
offer an initial discount and raise the price later on.
a. True
b. False
7. Thefinalstageofsalesmanagementiscompensating and motivating the sales force.
a. True
b. False
8. Salespeople selling in foreign markets should tailor their presentations and closing styles to each market.
a. True
b. False
9. Point-of-sale interaction is a touch point in stores or information kiosks that uses software to enable customers to easily
provide information about themselves without feeling violated.
a. True
b. False
Indicate the answer choice that best completes the statement or answers the question.
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10. In the selling process, which of the following statements is true of developing and proposing solutions?
a. The immediate step after presenting the sales proposal is the final purchase transaction.
b. Often, customers are more likely to remember what salespeople say than how they present themselves.
c. It is better to depend on a formal presentation than on a salesperson’s ability to handle customer objections.
d. The quality of both the sales proposal and the presentation can make or break the sale.
11. _____ occurs when a customer and a company representative exchange information and develop learning
relationships.
a. Traditional selling
b. An intervention
c. Customer profiling
d. An interaction
12. During the preapproach stage of the selling process, a salesperson should:
a. provide information about various referrals and discounts available.
b. learn as much as possible about a prospect’s organization and its buyers.
c. create point-of-purchase displays.
d. handle price objections and close the sale.
13. _____ is a sales practice that involves building, maintaining, and enhancing interactions with customers in order to
develop long-term satisfaction through mutually beneficial partnerships.
a. Price-based selling
b. Adaptive selling
c. Stimulus-response selling
d. Relationship selling
14. Sheryl is the manager of an electronics store. She wants apprisethe store customers of the recently launched 4G Nano
SIM card. Sheinstructs the sales staff, the customer care staff, and the checkout staffto inform customers about the SIM
card when they interact with them. In this scenario, Sheryl is trying to reach out to her customers through ________.
a. touch points
b. ideal points
c. networking
d. referrals
15. Brenda has finalized a fabric vendor for her boutique. However, she is not happy with the quoted lead time and asks
the vendor to improve it. She also tells him that she is willing to pay a premium for a shorter lead time. In the given
scenario, Brenda is engaged in ________.
a. lead generation
b. the preapproach
c. cold calling
d. negotiation
16. _____ involves determining the recognized need, buying power, and receptivity and accessibility of a sales prospect.
a. Negotiation
b. Customization
c. Lead reciprocity
d. Lead qualification
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17. Nelson works at a bank as a portfolio manager. One of his customers, Mrs. Smith, wants to invest her savings in
various schemes and asks for his advice. Hepulls information about Mrs. Smith’s past transactions and expense patterns
from the bank’s central database. He also pulls information about her past suggestions and complaints regarding the bank
services. He uses this information to customize an investment plan for Mrs. Smiththat suits her needs and makes her a
happy customer. In the given scenario, Nelson is facilitating banking for Mrs. Smith through aprocess called ________.
a. lead generation
b. sales promotion
c. knowledge management
d. follow-up
18. George works in the loan department of a bank. He acquires contact details of people from yellow page listings and
calls them to enquire about their loan requirements. In the given scenario, George is engaged in ________.
a. networking
b. perceptual mapping
c. cold calling
d. preapproaching
19. Natasha is an investment banker. She works closely with her clients to arrive at satisfactory investment plans. Most of
her clients are loyal to her, and they trust her implicitly. Natasha’s approach in the given scenario is an example of
_________.
a. lead generation
b. institutional selling
c. relationship selling
d. persuasive promotion
20. In personal selling, costs of promoting a product or service can be controlled by:
a. promoting a product to both qualified and nonqualified prospects.
b. promoting undifferentiated sales messages toward prospective consumers.
c. purchasing advertising and sales promotions in large amounts.
d. adjusting the size of the sales force in one-person increments.
21. Raul Insurance Inc. provides customized insurance plan options to corporate customers at highly competitive prices.
Its representatives meet the customers individually to answer their queries. Later, the firm administers questionnaires to
get feedback from the customers about the insurance plans. It also collects data from the companies to gauge the success
of the plans. In the given scenario, Raul Insurance Inc. is involved in ________.
a. campaign management
b. lead generation
c. knowledge management
d. social commerce
22. Mandy’s Inc. is a well-known supplier of industrial goods. While selling goods, it provides personalized benefits to
each customer. It focuses on developing trust over time instead of one-time sales. This is an example of _____.
a. price-based selling
b. relationship selling
c. discount selling
d. persuasive selling
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23. _____ is the process during which both the salesperson and the prospect offer special concessions in an attempt to
arrive at a sales agreement.
a. Branding
b. Trouble-shooting
c. Negotiation
d. Follow-up
24. Which of the following scenarios exemplifies a customer-centric model?
a. Candace customizing her homemade beauty products for three different spas
b. Mathew reducing the prices of his homemade wines to get shelf space at a local grocery store
c. Neena shipping a gift to all her customers who place orders above $500
d. Mitch offering coupons to walk-ins on the grand opening of his restaurant
25. Unlike consumer-focused salespeople, business-focused salespeople:
a. require customers to come directly to a retail store.
b. call on other companies to sell their products.
c. shorten the sales process time.
d. do not travel to customer locations.
26. _____ free sales representatives from the time-consuming task of following up on leads to determine need, buying
power, and receptiveness.
a. Prequalification systems
b. Database mining systems
c. Referral systems
d. Cold calling systems
27. Personal selling is more important than advertising and sales promotion if the products being sold:
a. are standardized.
b. have many consumers.
c. have a low value.
d. are technically complex.
28. In the selling process, which of the following is true of the needs assessment of prospective clients by salespeople?
a. It should be carried out when the salesperson is developing the sales proposal.
b. It requires the salesperson to know regulation and legislation that affect the industry.
c. It ignores the impact of competition on the demand of the product being sold.
d. It does not give a comprehensive result for instances where relationship selling is used.
29. _____ is the ultimate goal of a new trend in marketing that focuses on understanding consumers as individuals instead
of as part of a group.
a. Organizational optimization
b. Profit maximization
c. Total quality management (TQM)
d. Customer relationship management (CRM)
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30. Rita is a real estate agent. Whenever she approaches new clients, she works toward buildinga rapport with them. She
takes the time to find out their requirements and tries to understand their preferences to find the perfect house for them. In
the given scenario, Rita’s actions exemplify ________.
a. perceptual mapping
b. knowledge management
c. needs assessment
d. persuasive promotion
31. Glenda, a sales representative for Revo Appliances Inc., had to deliver a presentation on her company’s latest offering:
an innovative food processor. Her target clients were senior managers and chefs from a reputed restaurant. After her
presentation, Glenda faced tough objections from her clients who were skeptical about the product’s necessity and
usefulness. As a good salesperson, how should Glenda respond to this situation?
a. She must ignore the specifications of the product’s competitors.
b. She must offer a steep introductory discount and increase the price later.
c. She must suggest to her company the use of testimonials as a sales strategy rather than personal selling.
d. She must consider the objections as a legitimate part of the purchase decision.
32. Identify a true statement about sales force training.
a. It is done by giving compensation to employees.
b. It can occur during sales meetings, annual meetings, or during the course of everyday business.
c. Training does not take place in the field or by using online modules.
d. Conducting job training in the field via a live sales call provides real world experience for a trainee.
33. While recruiting the sales force, sales managers prefer salespeople who:
a. often avoidgetting involved in unlikely sales.
b. get their point across confidently without being overbearing or aggressive.
c. ensure that there is no negotiation during the process of closing a sale.
d. are transactionoriented rather than relationship oriented.
34. Which of the following is a combination of sales automation and Internet technology that some marketers are using in
an effort to enhance customer satisfaction and bring in more business?
a. Preapproach model
b. Attribution model
c. Geolocation home automation
d. Automated e-mail follow-up marketing
35. Which of the following statements is true of traditional selling?
a. It allows ample time for detailed follow-up with customers after a sale.
b. It results in more win-win transactions for salespeople than relationship selling.
c. Minimal effort is placed on asking questions to identify customer needs.
d. High emphasis is placed on matching customers’ needs and wants to the benefits of the product.
36. Robin is a job consultant. He is very active on social media Web sites and staysconnected with his friends and other
acquaintances; his connections are vital for generating leads for his consultancy. In the given scenario, Robin is engaged
in _________.
a. persuasive promotion
b. cold calling
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c. sales promotion
d. networking
37. Kay and Jenny’s, a restaurant, implements a new system that identifies and gathers information about its regular
customers. It rewards the regular customers by giving them gift coupons and cash prizes. This is most likely an example
of a(n) _____ system.
a. organizational optimization
b. profit maximization
c. total quality management (TQM)
d. customer relationship management (CRM)
38. The marketing team of MegaMarketretail store uses itscustomer database to generate customer profiles. These profiles
are used to assess the interests of the customersand to send them relevant promotional e-mails. In the given scenario, the
activities of the marketing team are referred to as ________.
a. cross selling
b. advocacy marketing
c. persuasive promotion
d. campaign management
39. Which of the following is part of defining the sales goal of a company?
a. Assigning quotas to salespeople
b. Evaluating the sales force
c. Training new salespeople
d. Designing the sales force structure
40. On her way to office, Mandy bought a cup of cappuccino from a newlyopened café. She loved the drink and
recommended the café to her colleague. In the given scenario, Mandy’s recommendation is an example of ________.
a. a referral
b. a cold call
c. networking
d. the preapproach
41. Effective sales management begins with:
a. determining sales goals.
b. determining the most efficient structure for the sales force.
c. specifying the sales force size.
d. designing a compensation plan.
42. Andrew is a salesperson at an electronics store. He has been tasked with looking into client purchase records to get
their contact details. He will use this information to mailthem pamphlets that describe the latest offers at the store. In the
given scenario, Andrew will be engaged in _________.
a. perceptual mapping
b. lead generation
c. networking
d. the preapproach
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43. Natalie is an account director in a reputed ad agency. Whenever she has to make a sales presentation, she gathers
information about the client as well as itscompetitors. This helps her make the presentation relevant to the client’s
situation. In the given scenario, Natalie is engaged in a process called _______.
a. networking
b. thepreapproach
c. cold calling
d. pioneering advertising
44. Laelle Inc., a leading manufacturer of industrial air conditioners, has developed a new air conditioner with high
cooling capacity. To identify potential clients who will be interested in the new air conditioner, the company has sent out
pamphlets to many firms along with its contact details for anyone interested. This scenario illustrates _____.
a. needs assessment
b. lead generation
c. sales presentation
d. knowledge management
45. Madison is a salesperson in an insurance company. Her target is to achieve sales worth USD 15,000 per month or
generate at least 15 new accounts. The sales target assigned to Madison is referred to as ________.
a. a pipeline
b. the closing ratio
c. the retention rate
d. a quota
46. Fournotts Corp., an electronic equipment manufacturer, collects data about its customers through customer
interactions. On the basis of the data, the firm customizes its products and servicesaccording to the needs of the
appropriate customer segments. This is an example of effective _____.
a. transaction management
b. campaign management
c. lead generation
d. lead qualification
47. A sales manager at Guilden Corporation, a manufacturer of consumer durable goods, instructed his new salesperson,
Rita, to sell five flat screen televisions per week. He informedher that, in addition to this, she is also expected to identify
ten potential customers. These instructions given to Rita are referred to as _____.
a. referrals
b. sales leads
c. quotas
d. touch points
48. Maggie’s Apparel Inc. manufactures apparel for men and women. It calls on other retailers to sell its products. The
salespeople at Maggie’s Apparel also travel to its customers’ locations to finalize sales deals. In this scenario, the
salespeople at Maggie’s Apparel are _____.
a. business-focused salespeople
b. consumer-focused salespeople
c. opinion leaders
d. late adopters
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49. _____ is using friends, business contacts, coworkers, acquaintances, and fellow members in professional and civic
organizations to identify potential clients.
a. Campaign management
b. Networking
c. Negotiation
d. Needs assessment
50. Which of the following makes it necessary for salespeople to conduct thorough and continued follow-up with the
clients?
a. Conducting postsales follow-up gives rise to cognitive dissonance.
b. In present times, customers are more loyal toward brands and vendors than before.
c. Most businesses depend on repeat sales, which depend on follow-up by the salesperson.
d. Buyers are more inclined to look for the best deal when they experience good postsale follow-up.
51. Thomas is a salespersondealing with coffee vending machines. After supplying the machines, he ensures that the
organization’s staff is trained on how to use and maintain the machines. He periodically calls the organization to check if
the machines are performing as expected. In the context of the given scenario, Thomas is involved in _________.
a. institutional marketing
b. cold calling
c. follow-up
d. sales promotion
52. Differentiate between traditional personal selling and relationship selling.
53. Differentiate between qualified and unqualified leads.
54. Define automated e-mail follow-up marketing. How does it work?
55. Write a note on customer relationship management.
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Answer Key
1. True
2. False
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