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A product advantage is defined as:
A. any physical characteristic of a product.
B. the performance characteristic of a product.
C. a favorable result the buyer receives from use of the product.
D. the characteristic that no product in the same category can provide.
E. a particular advantage that has the ability to satisfy the buyer's need.
Which of the following rules should a salesperson adopt in order to have more
productive lunch periods?
A. Monitor the time to avoid monopolizing too much of the buyer's day.
B. Have an alcoholic drink only if the client makes the suggestion.
C. Conduct part of the sales presentation during lunch using a laptop.
D. When lunching alone, use the time to read something relaxing.
E. Offer to purchase the customer a lunchtime cocktail or dessert.
An advertisement in a local newspaper for a locally-owned shoe store is an example of
_____ advertising.
A. industrial
B. national
C. trade
D. retail
E. co-op
When you visit a gift shop while on vacation, your purchase of a T-shirt would be an
example of _____ selling.
A. team
B. relationship
C. partnership
D. consultative
E. transaction
You are working at your part-time job in a hardware store near a campus. A customer
in the paint department complains that the new tops on the paint thinner seem hard to
remove. You reply, "Yes, they are. They're designed that way so that children can't get
into the thinner." You have just used the _____ technique.
A. boomerang
B. compensation
C. pass up
D. direct denial
E. forestalling
When Ford Motor Company pays to use nonpersonal communication to present
information to potential buyers, it is using which promotional activity?
A. Multilevel marketing
B. Personal selling
C. Publicity
D. Direct selling
E. Advertising
When selling highly complex or technical products, such as industrial equipment or
accounting systems, salespeople often are required to make several sales calls to
develop a detailed analysis of a prospect's needs. What kind of sales presentation would
such a selling situation require?
A. Technical-selling
B. Persuasive selling
C. Stimulus response
D. Need-satisfaction
E. Problem-solution
Prospecting via the _____ method involves finding and cultivating people in a
community who are willing to help a salesperson find prospects.
A. cold canvass
B. group
C. public exhibition
D. center of influence
E. endless chain
Which of the following statements describes a product feature?
A. "These table lamps are offered in either a silver or black finish."
B. "Customers will be drawn into your store if you stock these utensils."
C. "Consumers prefer our line of toothbrushes 2:l over competing brands."
D. "This automatic pool cleaner will save you at least three hours a week."
E. "This machine will copy on both sides of the pages instead of only one."
Which of the following is considered the best nonverbal selling technique?
A. Erect posture
B. Firm handshake
C. Pleasant smile
D. Frequent eye contact
E. Stylish appearance
Jack Stewart sells ski equipment to retailers. On a recent sales call, a large fly kept
buzzing around the room which prevented his prospect from listening to the sales
presentation. In terms of the communication process, the fly was an example of:
A. noise.
B. a caution signal.
C. negative feedback.
D. a disagreement signal.
E. an alternate communication channel.
Which of the following statements about referrals is true?
A. Salespeople should work on obtaining referrals when they are not engaged in selling
activities
B. It would be inappropriate to try to enact the referral cycle during the sales
presentation
C. Salespeople must sell the product, plus sell the prospect on providing referrals
D. All salespeople ask for customer referrals
E. The referral cycle consists of three steps
According to the text, the general approaches to account analysis for salespeople are
_____ and ______
A. personal selling; group selling.
B. undifferentiated selling; account segmentation.
C. mass marketing; target marketing.
D. integrated selling; aggregated selling.
E. mass customization; personalization.
The third level of relationship in a business friendship is:
A. intimate friends.
B. strategic alliances.
C. joint ventures.
D. reciprocal alliances.
E. companionship.
When the prospect said, "I know that your company usually ships in batches of six
dozen cases, but I don't have room to store that much merchandise." The salesperson
must first:
A. try to negotiate with the customer to make a sale.
B. determine if the prospect is setting a condition.
C. smoke out the hidden and hopeless objections.
D. use a dodge to create interest in the prospect.
E. determine if the objection is major or minor.
According to the text, why should salespeople dress in armor?
A. To deal with rejection
B. To handle customer complaints
C. To create an open, friendly environment
D. To deal with the ethical dilemmas that occur in sales
E. To increase account response rates and customer referrals
Which of the following is an example of a consumer sales promotion?
A. Special purchase prices
B. Displays
C. Dealer loader
D. Retail coupons
E. Trade discounts
When Larry purchased a Jet Ski personal watercraft for $4,999, he was also given free
financing and three hours of free lessons on how to safely enjoy jet skis. Neither the
financing nor the lessons were included in the price of the Jet Ski; both are examples
of:
A. value-added benefits.
B. bundling.
C. profit maximization.
D. privileges.
E. add-on pricing.
As the pet storeowner was explaining her idea for a promotion, the salesperson asked,
"Should you buy three or four cases of dog treats for your "Pamper Your Pet"
promotion?" This is an example of a(n):
A. counter offer.
B. autosuggestion.
C. prestige suggestion.
D. manipulative suggestion.
E. indirect suggestion.
