Trish asks her customer, “Who do you buy your supplies from now?” Which type of
question is this?
A) confirmation
B) probing
C) survey
D) need-satisfaction
E) referral
Opportunity management consists of all of the following areas EXCEPT:
A) records management
B) territory management
C) time management
D) stress management
E) needs management
Which of the following statements about social class is most likely true?
A) People in the lower classes purchase items less impulsively than upper class
shoppers.
B) Social scientists agree that there are an unlimited number of social classes.
C) “New money” people possess inherited wealth, often acquired several generations
before.
D) It is virtually impossible to move from one social class to another.
E) Social class is determined by a combination of factors such as income, education,
occupation, and accumulated wealth.
RealPlan sells a calendar/messaging/paperwork center that helps working parents
organize their families’ schedules and paperwork. The product has received positive
feedback from buyers, and it is priced comparably to normal planners even though it
offers more features and benefits. RealPlan has been selling various planning products
to consumers for 10 years, and managers at the firm see an opportunity to move into the
business market with a software version of the popular planner.
The sales director of RealPlan has developed a sales team training session to address
the differences between consumer and business buyers. Which of the following is a true
statement that should be included in the training session?
A) In business sales, the initial contact is almost never the actual purchaser.
B) In business sales, more than one person may be involved in the purchasing decision.
C) In consumer sales, emotion plays a more significant role than logic in decision
making.
D) In consumer sales, a new-task buy is the most common type of purchasing situation.
E) In consumer sales, even low-cost items involve significant consumer involvement.
The Ferrante Company sells custom music mixes to retail stores for the purpose of
creating a specific mood and increasing sales. Ferrante’s major innovation is the ability
to correlate sales activity, customer movement, and customer behavior to the songs
playing in the background.
Jeff Baliyut, a sales representative with Ferrante, is meeting with the merchandising
director of a major retail chain that sells kitchen accessories and specialty foods.
Why is the ability to track purchases by song mix so important for Ferrante’s clients?
A) Ferrante sells cheaper custom mixes than standard soundtracks available from other
vendors.
B) It allows the clients to shape the store brand with music.
C) It gives them information on their competitor’s products and services.
D) It allows them to increase sales by playing the songs that stimulate purchases.
E) It requires them to play certain songs no more than a few times in a shift.
Roni Harris, a college student in the business department of her local university,
originally planned to major in accounting. However, she discovered an interest in
product marketing and sales and is taking courses in these areas.
Roni is carrying a full course load this semester, belongs to the Student Investment
Club, is studying Mandarin Chinese, runs with the track team, and volunteers with an
art therapy program to help homeless children process their emotions. Which of those
activities will be of most help to her in a career in selling?
A) Studying is most important because she will know all the rules of selling correctly.
B) Investing is most important because she will understand how money works and will
make good sales decisions.
C) Speaking Chinese is most important so that she can sell to international customers.
D) Staying physically fit is most important because a healthy appearance will attract
customers to her.
E) Volunteering is most important because it will develop her sense of empathy and her
relationships skills to understand customers and their needs.
How can customer complaints provide the firm with great value?
A) Customer service representatives require on-the-job training.
B) Resolving complaints involves engaging in two-way communication.
C) Sorting profitable and non-profitable customers becomes easier.
D) Complaints provide information that is difficult to obtain by other means.
E) Complaints offer an opportunity to prove the company is legally and ethically right.