A company should choose a senior salesperson as a trainer on the basis of sales ability
and effective teaching skills.
The shock approach uses a surprising demonstration.
Sometimes, prospects appear to be making objections when they are actually
requesting more information.
According to the Golden Rule, how you spend your time greatly influences your level
of sales success.
A disadvantage of the memorized sales presentation is that it moves very slowly in
most cases.
There are two types of products: consumer and industrial.
The need-satisfaction format is appropriate for selling industrial and technical goods.
A salesperson should ask for the order and remain silent until the buyer responds.
A senser is a people-oriented individual who is sensitive to people’s needs.
One of the reasons companies advertise is because they hope to reduce cognitive
dissonance over a purchase.
What do the EEOC and the ADA have in common?
A. Both are established to eliminate gender discrimination outside work premises.
B. Both are responsible for eliminating discriminatory practices at work.
C. Both make sure organizations hire adequate numbers of people.
D. Neither has the real authority to curb recruitment violations.
E. Both are responsible for reducing unemployment.
Which of the following statements about routing reports is true?
A. A routing report is usually filed monthly and submitted to the manager.
B. Companies usually require route reports even if no overnight travel is involved.
C. Salespeople are seldom asked to specify times and accounts on routing reports.
D. Routing reports allow sales managers to know where salespeople are located.
E. Most companies allow very little latitude for salespeople in routing.
Which term refers to the salesperson’s sequential series of actions that lead toward the
customer taking a desired action?
A. Talent management
B. Marketing mix
C. Sales process
D. Sales presentation
E. Marketing process
Which of the following is a method used to define accounts in terms of their size?
A. OAKS
B. KISS
C. FAB
D. ELMS
E. SELL
Which of the following is most likely true about proof statements?
A. Survey results from magazines are invalid proof statements.
B. Proof statements can substantiate a salesperson’s product claims.
C. Past sales records are weak proof statements and infrequently used.
D. Company proof results are the most credible type of proof statements.
E. Proof statements encourage two-way communication with customers.
What is the second step in developing a customer benefit plan?
A. Identifying benefits
B. Creating a marketing plan
C. Establishing a sales call objective
D. Developing a business proposition
E. Customizing a purchase order plan
Which of the following statements about sales call objectives is true?
A. Sales call objectives should primarily benefit the salesperson.
B. A sales call objective is only necessary when making formal presentations.
C. A customer profile must be developed before making a sales call objective.
D. The sales call objective is the main purpose of a salesperson’s contact with a
prospect.
E. A sales call objective is usually too complex to modify once a sales call has
developed.
What are the elements of the circular relationship in managing a sales call?
A. Preapproach, presentation, and close
B. Approach, presentation, and close
C. Planning, implementation, and documentation
D. Planning, implementation, and evaluation
E. Presentation, close, and follow up
A sales engineer:
A. services the retail products sold to customers.
B. services the industrial products sold to institutions.
C. sells products directly to consumers.
D. is also known as an order-taker.
E. sells products that call for technical know-how.
A salesperson asks a prospect, “Would you prefer the freezer be on the top or bottom of
the refrigerator?” This is an example of the _____ close.
A. summary-of-benefits
B. alternative-choice
C. T-account
D. assumptive
E. standing-room-only
Through use of ________, marketers can determine the customers with whom they
wish to build a partnering relationship.
A. the principle of unbundling
B. benefit maximization
C. the 80/20 principle
D. value-driven marketing
E. the iceberg principle
While working with a customer at your weekend job in a furniture store, you notice the
customer is closely examining a set of patio furniture. From your study of professional
selling, you know that the customer is:
A. prospecting.
B. trying to be left alone.
C. sending a buying signal.
D. attempting to make a trial close.
E. showing objections to the product.
The _____ close requires the salesperson to ask the prospect a series of benefit
questions.
A. assumptive
B. Ben Franklin
C. negotiation
D. continuous-yes
E. minor-points
“Do you know that you could save almost $100 if you purchase your airplane tickets
through Global Vision Travel Agency?” asked the travel agent to the young couple
planning their honeymoon trip to Europe. What kind of an approach was the travel
agent using?
A. Product
B. Customer benefit
C. Premium
D. Demonstration
E. Complimentary
All of the following are characteristics of the Golden Rule of Sales Management
EXCEPT:
A. kindness
B. patience
C. collaboration
D. self-control
E. fairness
Businesses that have a marketing orientation:
A. are sales-volume oriented.
B. emphasize the product over the other marketing mix elements.
C. first make the product and then figure out how to sell it.
D. emphasize long-term planning.
E. stress the needs of sellers.
The way a salesperson phrases the need-payoff question when using the SPIN
approach is similar to phrasing in the _____ approach.
A. customer benefit
B. opinion
C. referral
D. curiosity
E. product
You are giving a tour of businesses to several classical musicians from China. One of
the Chinese in the tour group has asked you to define the purpose of business. How
should you answer this question?
A. Produce goods and then wait for consumers to buy them
B. Encourage consumers to buy products they may not want
C. Speed up changes in the economic environment
D. Create large profit-oriented organizations
E. Increase the general well-being of people by selling goods and services
A salesperson says, “Castrol GTX protects your car engine. It’s like having a dust cover
for your engine.” The salesperson is using a(n):
A. simile.
B. analogy.
C. metaphor.
D. parable.
E. image.
International protocol for handshaking dictates that it is appropriate to:
A. avoid initiating handshakes if you are a woman.
B. pull your hand away quickly in all cultures.
C. give very brief, strong handshakes in Arab countries.
D. shake hands three times with Japanese businesspersons.
E. shake hands with everyone in the room in all cultures.
What is a code of ethics? Describe the two types of codes of ethics.
Why is it important to handle objections as they arise?
List and briefly explain three important categories of skills that are necessary for a
salesperson’s success.
In a sales training class, Evan was told never to ask a current customer about anyone
else who could use the products he sold. He was also told that referrals were important
to his success as a salesperson. Explain to Evan how the two statements do not
contradict each other.
What are the three levels of moral development? At what level do most salespeople
operate?
What are the basic factors a salesperson must consider when allocating time within
territories?
What is sales training? How long is the training period for a typical salesperson?