A straight salary compensation plan tends to increase work norms within the sales
group.
A plan is a method of achieving an end.
A textbook salesperson says, “Instructors at Harvard and Yale really like this new
approach.” The salesperson is using a suggestive proposition.
Sales representatives at the preconventional moral development level would most
likely be unconcerned about lying to customers if getting caught was unlikely.
A limp handshake signals aloofness, while a cold fish handshake indicates
unfriendliness.
Individuals at the principled moral level base ethical decisions on laws and
consequences.
A professional salesperson should study product materials during the waiting time at
the customer’s office.
With reference to the prospect’s five mental steps in buying, the first step is the desire
to buy the product.
Facial expressions are the most reliable source of acceptance signals.
A customer contact person performs the same tasks as a salesperson.
Praise, recognition, and challenging work assignments are classified as non-financial
rewards.
Entering a buyer’s intimate space before the prospect is ready is endearing to the buyer
and helps the salesperson close the sale.
Routing refers to the travel pattern the salesperson uses in working a territory.
To show how much he appreciates the business of a regular customer, Claude, a
software salesperson, should do all of the following EXCEPT:
A. send information about problems with competing products.
B. call the customer when he solves a problem for the customer.
C. send greeting cards for birthdays and other special occasions.
D. write congratulatory notes to customers who receive awards.
E. e-mail information to customers about relevant product modifications.
Which of the following questions would most likely be asked by a person at the
principled level of moral development?
A. What does society expect from me?
B. What is the right thing to do?
C. What am I legally required to do?
D. What does my family want me to do?
E. What can I get away with?
Early in his presentation, before the maintenance supervisor even mentioned cost,
Andrew said, “You’re going to notice our wax is higher priced because of the extra
ingredients that make it last 50 percent longer between applications than ordinary wax.”
Andrew is using:
A. indirect denial.
B. forestalling.
C. objection preemption.
D. postponing.
E. objection dodging.
Which among the following is the best example of a no-need objection?
A. “I have to think this over before I buy.”
B. “I plan to wait until fall before I buy a new car.”
C. “I am pleased with the performance of the car I have now.”
D. “I can’t afford a new car at this time.”
E. “I want to buy from a more established car dealer.”
In a need-satisfaction presentation, the maximum amount of time is spent in the _____
phase.
A. need-fulfillment
B. need-awareness
C. need-utilization
D. need-development
E. need-diffusion
Which of the following statements about personal selling is true?
A. It falls under the marketing mix category of promotion.
B. It is the primary tool of non-personal communication.
C. It involves giving free samples and coupons to potential buyers.
D. It is the communication of information that is not paid for by the firm.
E. It is divided into consumer and trade personal selling.
What is reciprocity?
A. Obeying the Golden Rule of Sales
B. Creating win-win buying situations
C. Sharing competitive intelligence with peers in the same industry
D. Buying a product from someone if that person agrees to buy from you
E. A mutually-beneficial buying situation that does not lessen competition
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.
All of the following are benefits of the opinion approach EXCEPT:
A. revealing unexplored product opportunities.
B. helping new salespeople to engage prospects.
C. using technology to show product applications.
D. encouraging prospects to discuss their needs.
E. showing appreciation for a prospect’s expertise.
According to the text, as a salesperson, you will most likely earn the right to a
prospect’s time and serious attention by:
A. working for a large, reputable organization.
B. exhibiting specific product knowledge.
C. ignoring sales presentation interruptions.
D. being on time for all appointments.
E. using creative imagery.
Which of the following statements about telephone prospecting is true?
A. It is less expensive than direct-mail prospecting.
B. It allows for quick qualification or rejection of a lead.
C. It is good for targeting niche prospects.
D. It is also called electronic canvassing.
E. It is more costly than a canvassing sales force.
The two broad categories of objections are ____, which can never be solved and ____,
which can be answered.
A. potential; actual
B. hopeless; answerable
C. superficial; actual
D. feigned; real
E. generic; specialized
According to the text, your conscience is usually not the best guide for making moral
and ethical decisions because it:
A. is at the conventional level.
B. remains too stationary.
C. changes based on the situation.
D. is too distant from the circumstances.
E. relies on conflicting belief systems.
The black box is most closely associated with:
A. the stimulus-response model.
B. empathetic dispersion.
C. product adoption.
D. the SELL sequence.
E. benefit selling.
After conducting an account analysis in the time and territory management process,
salespeople should:
A. set account objectives and sales quotas.
B. manage scheduling and routing.
C. conduct customer sales planning.
D. evaluate customers and accounts.
E. conduct territory evaluations.
Which of the following questions is part of the sales presentation goal model?
A. How will you introduce yourself and the firm?
B. What suggestion technique will be suitable?
C. What features and benefits will you emphasize?
D. How will you design and display visual aids?
E. What approach method would be appropriate?
Which of the following refers to a brief story used to illustrate a point and to compare
something familiar to something unfamiliar?
A. Metaphor
B. Simile
C. Analogy
D. Parable
E. Imagery
Which of the following is a fully functional computer that works as an extension of a
salesperson’s personal computer?
A. MP3
B. POS
C. GPS
D. PDa
E. GIS
What factors shape a person’s belief system?
What is the customer relationship model? What are the implications of the model on
salespeople?
Explain how customer service increases sales for a salesperson. What are some
examples of providing excellent customer service?
Why is it important to listen to the whole objection?
What are proof statements? Why do salespeople often use proof statements?
What is price discrimination? Which law protects customers from price
discrimination?
Pierre LaSaunt needs to make a proposal to a group of engineers. Why has his sales
manager instructed him to omit prices from the proposal document?