David has done his job well, presenting the product, showing how it meets the needs of
his customer, and handling all questions and objections. David should:
A. decrease the price if the buyer seems to be uninterested.
B. avoid follow-ups as it might push the buyer to buy.
C. not pressurize the customer into making a commitment.
D. ask the buyer to do him a favor and buy his product.
E. do or expect all of the above.
When buyers note the disadvantages of a product and sales reps agree and turn the
conversation to their product’s strengths, they are illustrating the _____ method of
responding to objections.
A. compensation
B. probing
C. revisit
D. acknowledge
E. indirect denial
Foster has decided to buy all his maintenance, repair, and overhaul (MRO) supplies
from Alexia’s Supply House. For competitors, Foster’s account is:
A. always a share.
B. JIT.
C. a modified rebuy.
D. lost for good.
E. a tying agreement.
_____ are created for the purpose of uncovering and exploiting joint opportunities.
A. Tactical relationships
B. Functional relationships
C. Solo market transactions
D. Strategic partnerships
E. Relational partnerships
As Rick attempted to obtain commitment from his prospect, he said, “You stated in your
previous visit that you were looking for a product that would be low cost, yet also
provide long life. As I’ve mentioned in our previous presentations, our product has the
lowest price in its class. And, according to industry reports, our product lasts 20 percent
longer than our major competitors.” This is an example of the:
A. balance sheet method.
B. direct request method.
C. assumptive close method.
D. benefit summary method.
E. alternative choice method.
The outcome of the Super Bowl or the World Series illustrates _____ negotiation.
A. integrative
B. win-lose
C. interest-based
D. principled
E. cooperative
After two weeks of looking and comparing alternatives, Julie finally bought an iMac
computer. The days following the purchase, she kept pondering if she should have
purchased a different brand. In this scenario, Julie is experiencing _____.
A. post-purchase jitters
B. compromise complication
C. buyer’s remorse
D. commitment insecurity
E. conspicuous consumption
Tomas is a recent college graduate who is looking for a job. He has been asked to take
some tests as part of the selection process to see if he is suitable for a sales job position
that he has applied for. Which of the following test will Tomas have to take?
A. A personality test
B. An intelligence test
C. An ability test
D. An interest test
E. Any or all of the above types of tests
Candace enjoys meeting potential buyers. They always have a nice time discussing the
products she represents. She assumes that since the prospect will buy when he or she is
ready, there is no need for her to be pushy. She never tries to obtain commitment from
the buyer because of her fear of rejection. Candace is a(n) _____ salesperson.
A. introversive
B. submissive
C. assertive
D. apathetic
E. aggressive
When a buyer asked the price of a particular model of meat slicer, a company’s
salesperson said, “If you don’t mind, could we discuss that later, after I show you how
this slicer can handle everything from steaks to onions.” In this scenario, the
salesperson was using the _____ method to respond to the buyer’s objections.
A. revisit
B. compensation
C. acknowledge
D. boomerang
E. postpone
Regan wants to develop a long-term relationship with his customers. To accomplish this
objective, Regan will pay close attention to:
A. the acquisition and analysis of proposals.
B. the definition of the type of product needed.
C. the evaluation of product performance.
D. the receipt of an order.
E. the recognition of a need or problem.
Which of the factors used to develop mutual trust between a buyer and a seller is the
LEAST important?
A. Dependability
B. Honesty
C. Likability
D. Customer orientation
E. Competence
Dana sells a particular brand of ionomer resins, which are used in the packaging of
meats. As she was making her sales presentation to the purchasing agent for a meat
distributor, he said, “I sure do wish people would get over this idea that they only have
to eat chicken. Good beef is getting harder and harder to find.” Dana continued, “I enjoy
a good steak myself.” She paused briefly and then asked, “But, did you know that this
brand can cut your packaging rejects in half?” In this scenario, Dana was using the
_____ method to respond to this objection.
A. direct denial
B. acknowledge
C. postpone
D. referral
E. compensation
As Amy plans her day, the first thing for her to do is make a list of activities that should
be performed. The next, immediate step for her is to:
A. consult her records regarding how long similar activities took when she did them
previously.
B. develop a time schedule for doing those activities.
C. determine the priority for each activity.
D. estimate how long each activity will take.
E. develop long-term sales goals.
Constance sells a multilingual information service. She has just encountered a price
objection from a prospective client. Applying the two-step approach to this objection,
the first thing she should do is:
A. try to look at the objection from the customer’s viewpoint.
B. determine which services are most important to the average customer and sell them.
C. sell the importance of being able to communicate in multiple languages rather than
the price.
D. adjust the presentation and offer fewer language options.
E. try to lower the price by eliminating certain services the prospect can perform
in-house.
Kerry, a sales representative from Spitz Inc., has a lead on a potential customer for her
company’s line of vacuum cleaners. She calls the prospect’s firm and speaks to the
secretary. What should be the primary goal of this call?
A. To make an appointment with the prospect
B. To finalize the sale of the vacuum cleaners
C. To make Spitz the sole supplier of vacuum cleaners to the prospect
D. To engage in the practice of seeding
E. To compromise the credibility of competing salespeople
The selling team from A.C. Doyle Food Service is planning a negotiation session with
New Bedford College. The team is hoping to acquire the contract to supply food for the
college in the next academic year for $1.4 million. At the start of the session, Doyle’s
chief negotiator plans to quote $1.65 million, but later decides that they would accept
the contract at any amount above $1.3 million. Considering the chief negotiator’s
decision, $1.4 million is Doyle’s:
A. minimum position.
B. target position.
C. opening position.
D. maximum position.
E. average position.
When we consider the distance involved, it is correct to say that most students in a
classroom are seated in the professor’s _____.
A. progressive zone
B. personal zone
C. public zone
D. outreach zone
E. intimate zone
Andrea is a technical assistant for a computer company. After listening to a customer,
she asks, “What is it the software will not do?” Andrea is practicing the active listening
skill of:
A. summarizing to provide an overview of what has been said.
B. listening to the customer’s words from the customer’s point of view.
C. asking questions to gain a more complete understanding of what the customer is
trying to communicate.
D. tolerating silence to give the customer time to think.
E. none of the above.
All of the following are desirable traits of a negotiator EXCEPT:
A. endurance.
B. belligerence.
C. the ability to tolerate ambiguity.
D. the willingness to take risks.
E. persistence.
Chris receives $520 per week gross pay in his sales job at the Lark dealership. This
amount remains fixed and does not vary with the number of sales. As long as Chris
works his 40 hours, he gets paid $520. Chris is paid:
A. a salary plus bonus.
B. a straight commission.
C. a salary plus commission.
D. a commission plus bonus.
E. a straight salary.
Brian is making a presentation to a group of buyers. He knows he will encounter
objections. Which of the following is NOT one of the strategies he should use to
address an objection when selling to the group?
A. He should try to get a sense of whether the other buyers share the concern.
B. He should respond to the objection by addressing all the buyers.
C. He should make sure that all the buyers are satisfied with his response before
moving on in his presentation.
D. He should focus his attention solely on the individual offering the objection and use
the direct denial method for most of the objections that are raised.
E. He should postpone all the objections even if the buyers are convinced that they need
answers immediately.
One way to conceptualize the selling process is the “Four A’s.” Which of the following
is NOT one of the Four A’s?
A. Acknowledge
B. Acquire
C. Advise
D. Accent
E. Assure
Andy, a salesperson for Fashion Seal Uniforms, is telling the owner of a retirement
home about the importance of caregivers having clean and attractive uniforms that will
withstand countless hot water washes. Andy has brought several styles of uniforms that
have been washed hundreds of times to show how well his company’s uniforms are
made. The owner of the retirement home tells Andy that she is planning to open one
new center every six months for the next three years and will need a lot of uniforms.
Then the owner agrees to buy six but with no commitment to extend the relationship.
Which of the following stages of the relationship development process does this
exemplify?
A. Negotiation
B. Exploration
C. Commitment
D. Attraction
E. Expansion
Which of the following statements is true about the cover letter sent with your rsum as a
part of your response to a job posting?
A. Unlike sales letters, cover letters should focus on the company’s financial stability.
B. Never telephone the company to which you mailed your application because such
calls are seen as pushy.
C. Your cover letter should be short and contain no more than two paragraphs.
D. Use an attention-getting statement in the beginning.
E. Your cover letter should primarily focus on your educational achievements.
Robert sells a full line of equipmentfrom sawmills to machines that cut wood veneers.
His sales manager wants him to spend his time selling. But, his customers expect him to
spend a large part of his time showing them how to install, operate, and maintain their
equipment. What can Robert do to handle his role stress?
A. Ask his sales manager to explain exactly what his duties are.
B. Quit this job and find one that is less stressful.
C. Work overtime to satisfy both his customers and his sales manager.
D. Accuse the sales manager of unfair treatment.
E. Always put the needs of his customer ahead of the requirements of his sales manager.
Which of the following is an example of a closed question?
A. What misconceptions do people have about your business?
B. What are your decision-making criteria for choosing the successful vendor?
C. What projects are crucial for your company right now?
D. What kinds of problems have the new federal guidelines caused for your division?
E. Did you make the decision that resulted in your current vendor?
Dawn sells building materials to contractors. She sells lumber to almost all of her
accounts but does not get many orders for nails, roofing, or other building materials.
Dawn decides to push stock of these additional construction materials to all her existing
customers. Dawn is planning to use the _____ strategy.
A. cross-selling
B. upgrading
C. full-line selling
D. saturation selling
E. insight selling
An exclusive sales territory is managed by corporate executives, while a house account
includes only certain prospects in an area.
Salespeople make the most use of the _____ method when a price objection occurs
early in the presentation.
A. revisit
B. acknowledgment
C. compensation
D. postponement
E. direct denial
Zero Zone, Inc. manufactures and sells display refrigeration and freezer units to
supermarkets. Its salespeople use federal government research information and trade
data to explain to customers why 3-inch thick CFC-free urethane insulation is important
for keeping products fresh. Such interactions illustrate the salespeople’s _____.
A. discipline
B. resilience
C. likeability
D. flexibility
E. competence
A seller’s profit is _____.
A. the cost of goods sold minus the marketing margin
B. selling price minus cost of goods sold and selling costs
C. the marginal difference between asset price and cost of sales
D. the benefits received – (the selling price + time and effort to purchase)
E. the relative price + the absolute cost
Jennifer is a salesperson making her first call on a buyer at a new business. The buyer
asks her to take a seat across the desk from him. In terms of the physical distance
between Jennifer and the buyer, Jennifer is currently in the _____.
A. social zone
B. personal zone
C. public zone
D. distant zone
E. intimate zone
In a successful partnering relationship, a purchasing agent:
A. can legally accept bribes from a sales rep.
B. should never refuse any gifts or offers from a sales rep.
C. can ethically enjoy lavish gifts from their sales reps because of the long-term nature
of the relationship.
D. can ethically accept a free lunch from a salesperson.
E. all of the above.
_____ sell products made by a number of manufacturers to businesses.
A. Distributor salespeople
B. Trade salespeople
C. Runners
D. Manufacturers’ customer service representatives
E. Retail salespeople
How can a salesperson separate excuses from objections?
If you want to be a successful salesperson, what should you do if you arrive for a sales
appointment and your prospect asks you to wait thirty minutes before she can see you?
What is the best rule to you use when things go wrong in a sales presentation?
What occurs in the expansion stage of relationship development?
What is the simplest nonverbal communication a salesperson can use to create a sense
of product value?
How is value measured for a seller and for a buyer?
Monica is creating a chart comparing the strength of her company’s position versus the
account opportunity for her customers. What is Monica creating?
What is deception?
What are the advantages and disadvantages of market exchanges?
What part of their jobs do most salespeople dislike performing the most?
Why are many companies finding it necessary to delegate their purchasing tasks to
outside vendors called systems integrators?
Beverly has just attended a seminar on the self-management process for salespeople.
Briefly describe the four stages of the self-management process she learned about at the
seminar.
Describe the various ways in which salespeople can perform activity analysis.
Explain team and multilevel selling.
When making a sales presentation, why should a salesperson handle his or her product
carefully?
You have been invited to attend an interview for your first sales position. What common
questions should you prepare to answer?
At which stage of the customer relationship building process will a buyer and seller
pledge either implicitly or explicitly to continue the relationship for a period of time?
Is a salesperson’s job done when they get customer commitment? What should the
salesperson do next?
How can data mining assist sales prospecting?