Spreading rumors about a colleague’s sexual conduct cannot be considered as sexual
harassment.
An important aspect of making adjustments is interpreting a prospect’s reactions to the
sales presentation and making necessary changes.
For salespeople who have switched jobs, disclosing confidential information about the
former employer’s business is improper.
Inexperienced and unsuccessful salespeople tend to ask too many situation questions.
Assertive people readily express joy, anger, and sorrow, while responsive people do not.
Industrial purchasing agents rate product knowledge as one of the most important
attributes of a good salesperson.
To plan for the unexpected, a salesperson’s first visit of the day should be to a
noncustomer with low potential.
The phrase customer-centric means making the customer the center of everything the
salesperson does.
Evaluating performance is the component of self-management that provides direction
for how hard the salesperson should be working as well as an opportunity to determine
which strategies work best.
A company’s sales representative who develops three alternative strategies to secure a
premium shelf position engages in adaptive planning.
Customer management includes allocating all the resources at the salesperson’s disposal
in the most productive manner.
Salespeople should encourage direct communication among similar functional areas.
The price objection is very rarely raised by buyers when the salesperson tries to obtain
commitment.
Variable call patterns occur when a salesperson sees the same customers regularly.
When Rebecca, a travel agent, evaluates Rick’s ability to pay she should not only be
concerned about how much money he actually has, but also about his creditworthiness.
It is important to learn and maintain current knowledge about both the prospect as an
individual and his or her firm.
Collecting information about a prospect before making a call is a waste of the
salesperson’s time as this does not help him or her make a sale.
A strategic partnership can lead to a win-win situation but requires a high degree of
commitment and results in lower flexibility for both parties.
To increase the buyer’s understanding of the product, sellers should use the
multiple-sense appeals approach.
Broader and more vigorous movement indicates that the customer is more emphatic
about the point being communicated verbally.
The federal Do-Not-Call Registry limits the conditions under which anyone on the
registry may be telephoned at home or on a cell phone.
Effective salespeople adapt their selling strategies and approaches to the selling
situation.
The acknowledge method of responding to objections should be used if the objection
raised is factually incorrect.
As soon as Calvin recognizes the objection his prospect is presenting, he should
interrupt and give his reply to save his prospect the trouble of presenting the whole
comment.
Training is vital in helping salespeople identify ways to make it easier for customers to
do business with them.
If a prospect legitimately offers the “no money” objection, a salesperson should give up
trying to sell to him or her.
FOB destination is also known as FOB installed.
During phone conversations with prospects, salespeople should avoid silences.
Getting customers to use a higher quality or newer version of a product is called
full-line selling.
Even if you spend your entire career with one company, your job interviewing days are
not over once you land that first job.
Salespeople should not send long e-mail messages or large attachments unless the buyer
is expecting them.
Which of the following statements is true of the recruiting process?
A. Unlike rsums, application forms are often too individualized.
B. The application form should include factual questions concerning the job profile.
C. Intelligence, ability, personality, and interest tests are no longer used by companies.
D. Responses on the application form are most useful for structuring intelligence test.
E. The most frequently contacted references are coworkers.
A salesperson for the glass bottle manufacturers for H.J. Ketchup Company suggested
that the company needed to redesign its ketchup bottle. This would improve yields on
the bottle-filling line and make the bottle lighter. H.J. Ketchup Company readily
implemented the salesperson’s suggestions and the company enjoyed increased savings.
Such a major change in the business happened because the two companies were
engaged in a _____.
A. market exchange transaction
B. solo exchange partnership
C. strategic partnership
D. functional partnership
E. hierarchical relationship
Which of the following statements is true about the probing method of obtaining
commitment?
A. The salesperson should never begin by asking directly for a commitment.
B. The rep should ask a series of questions designed to discover the reason for
hesitation.
C. This method is especially effective with Japanese and Arab business prospects.
D. The salesperson should avoid all attempts to resolve the issues concerning the
prospect.
E. After successfully dealing with the prospect’s concerns, the sales rep should avoid a
follow-up and let the prospect think over what has just been said.
Some companies insist that their inside telemarketing salespeople:
A. customize their sales presentation based on a computerized customer-prediction
model.
B. collect a lot of precall information about every customer they call with their offers.
C. memorize the entire sales presentation and deliver it word for word.
D. avoid providing information about the features of their products on the phone.
E. all of the above.
Jackson likes his major parts supplier for his automobile repair business but always
buys some of the parts from another competitor. Jackson is using a(n) _____ strategy.
A. value loyalty
B. always a share
C. supplier devotion
D. straight rebuy
E. tying agreement
Which of the following statements is true of the tendency of salespeople to not monitor
competitor actions?
A. When the selling firm is in an invulnerable position, there is no need to study
competitor actions.
B. Studying competitor actions involves locating data that is not easily accessible to
everyone.
C. The selling firm is especially vulnerable during a personnel, technological, and
directional change.
D. Competitor’s actions rarely help a company position its products and services better.
E. The 3-by-3 strategy is designed specifically to help salespeople understand a
competitor’s actions.
Which of the following statements about a material requirements planning (MRP)
system is true?
A. The MRP system can be used to forecast sales.
B. An MRP system cannot be used in JIT programs.
C. The MRP system is most often used to uncover needs or problem areas within an
organization’s various functional departments.
D. AN MRP system cannot be used to develop a production schedule or to reduce costs.
E. None of the above.
Alexandra’s goal for her upcoming sales call is to sell five 22-inch cut self-propelled
lawn mowers to Murphy’s Hardware. She would be willing to accept an order for three
mowers if the client is ready to make a small investment. She is hoping to convince the
owner for fifteen mowers and to sell them at a promotional price of $179. For
Alexandra, the sale of five mowers is her _____.
A. minimum call objective
B. secondary agenda
C. sales quota
D. primary call objective
E. optimistic call objective
Laura, a sales representative, knows that the presentation she gave did not go well. She
is anxious that the prospect, a leader in the local Chamber of Commerce, may mention
her poor performance to other potential clients, thus leading to _____.
A. lead qualifications
B. seeding clients
C. cold calls
D. negative referrals
E. referred leads
Salespeople need to understand that purchases made by their customers’ customers are
based on:
A. derived demand.
B. a competitive advantage for the seller.
C. economies of scale in production.
D. just-in-time (JIT) inventory control.
E. direct demand.
Which of the following is an illegal question to be asked in an interview?
A. What do you consider to be your greatest strengths and weaknesses?
B. Why should I hire you?
C. Are you married, and if so, what characteristics do you think drew your spouse to
you?
D. Do you think your grades are an accurate indication of your academic achievement?
E. What do you know about this particular company’s organizational culture?
The manufacturer of Kingston freestanding greenhouses gives $100 as an incentive to a
reseller’s salespeople for each greenhouse they sell. This special incentive is known as:
A. pull money.
B. puffery.
C. a perquisite.
D. a spiff.
E. entertainment allowance.
The sales call allocation grid is used a great deal for analyzing:
A. current customers.
B. time spent on paperwork.
C. time spent traveling between accounts.
D. the use of the mail and the phone in account maintenance.
E. future prospects.
A person who _____ would probably find a career in sales attractive.
A. wants a nine-to-five job
B. wants to work in an office
C. is not motivated by financial rewards
D. likes independence and is willing to take responsibility
E. does not like to take responsibility
Automatic replenishment is a form of JIT where the supplier manages _____.
A. demand for the customer
B. price for the customer
C. inventory for the customer
D. accounting for the customer
E. all of the above
A lead management system is used to:
A. generate leads for a blitz.
B. generate leads from already existing customers only.
C. analyze the relative value of each lead.
D. create an endless-chain for referrals.
E. exclusively target customers for telemarketing campaigns.
Which of the following is an example of reciprocity?
A. Jack reveals a competitor’s secret formula for a plastic hardening compound.
B. Larry’s Uniform Company agrees to buy Harry’s landscaping services if Harry will
rent its uniforms from Larry.
C. A purchasing agent bribes the receptionist to get him an appointment with the
company’s CEO.
D. In order to carry a line of profitable wind chimes, Scott’s Hardware Store also has to
carry a less profitable line of hose nozzles made by the same company.
E. A group of kaolin (used in the whitening of paper) manufacturers agree to a price
freeze.
Which of the following statements describes a problem the speaking-listening
differential may cause?
A. The quality of the salesperson’s handshake becomes more important.
B. The customer may accuse the salesperson of backdoor selling.
C. The buying center will have multiple gatekeepers.
D. Salespeople often become lazy listeners.
E. Salespeople will have trouble making appointments with prospects.
“Yes, sir, the lids on this brand of spray paint are very difficult to remove, and you’ll be
glad they are. They are made that way to prevent children who might sneak into your
storage shed to play, spraying paint everywhere, accidentally harming themselves and
so on.” This retail sales rep is using the _____ to respond to an objection.
A. submissive method
B. “turn the tables” method
C. compensation method
D. indirect denial method
E. revisit method
Bobbi is creating a _____ system to identify opportunities for cost reduction, greater
efficiency, and other mutual benefits with her vendors.
A. lifetime customer value
B. customer relationship management
C. supplier relationship management
D. corporate relational marketing
E. vertical vendor analysis
Which of the following statements is true of closing techniques?
A. Salespeople are advised to concentrate on closing orders rather than on developing
relationships with customers.
B. Customers make a buying decision, rather than the salesperson closing the sale.
C. A high pressure close is necessary when the sales person has done a good job
throughout the process of obtaining commitment.
D. For very low-priced products (as in door-to-door magazine sales), closing techniques
decreases the chances of a sale.
E. Closing receives very little emphasis in sales training.
The evaluation and selection of products and suppliers are affected by the needs of both
the organization and the individuals making the decision. These needs are categorized
as:
A. emotional and rational.
B. formal and informal.
C. verbal and nonverbal.
D. external and internal.
E. behavioral and attitudinal.
Gloria is showing a prospect how her company’s logistical support system will reduce
delivery time for their projects. Gloria is engaged in a:
A. feature presentation.
B. comparative advantage proposal.
C. customer relationship management simulation.
D. customer benefit proposition.
E. customer feedback exercise.
When the speaker attempts to draw a parallel between one thing and another, he or she
is using a(n) _____.
A. analogy
B. inflection
C. exaggeration
D. puffer
E. summary
The _____ method of sales presentation is most consistent with the application of the
marketing concept.
A. standard memorized
B. customized
C. flexible
D. outlined
E. focused
Three companies were selected as potential suppliers of computer equipment for an
organization’s headquarters. After the negotiations began, representatives of two of the
firms met and developed a scheme to eliminate the third company from the
competition. This is an example of:
A. business defamation.
B. a contrivance.
C. price discrimination.
D. collusion.
E. a conspiracy.
By investing in a John Deere PowerTech engine for $3,200, a pallet manufacturer was
able to show a net savings of $500 in annual maintenance costs. Calculate the return on
investment for the engine.
A. 1.6 percent
B. 6.4 percent
C. 15.6 percent
D. 21.3 percent
E. 32 percent
Ruth used her personal connections with the manager at Hampton Industries, a
manufacturer of decorative paper items, to become the first salesperson to call on a
company that was using recycled paper to make posters. Ruth used her _____ abilities
to make this sales call possible.
A. seeding
B. personalized sales
C. canvassing
D. networking
E. telemarketing
Marshall is compensated by his company under a straight commission plan. He receives
10 percent of the total sales revenue per week. In a particular week, the total sales
revenue is $6,000. This amount is known as the:
A. straight salary base.
B. draw.
C. commission base.
D. commission rate.
E. bonus point.
The manager of the linen section of a department store purchases towels only from a
salesperson from the Bona Fide Textile Company. The salesperson pays him five
percent of the total sale once the order is placed. This is an example of a:
A. bribe.
B. commission.
C. payola.
D. kickback.
E. discount.
_____ control the flow of information and limit the alternatives considered.
A. Deciders
B. Influencers
C. Buyers
D. Users
E. Gatekeepers
Robin is selling a Local Area Network (LAN) system to a company that oversees the
renovation of dingy, old downtown districts into attractive, shopping areas. Which of
the following statements by the seller might be construed as an expressed warranty?
A. Maintain a hardcopy of every memo that you try to send until you are comfortable
with the system.
B. Don’t worry if it breaks down; our service people will be able to get it running again
quickly.
C. Be sure to ask your employees to attend the training session.
D. Please read the instruction manual before you try to use the system.
E. None of the above.
A prospect raises an objection, saying his customers do not care for your company’s
products. Create a referral response to the prospect’s objection.
What does FOB mean? Differentiate between FOB origin, FOB destination, and FOB
installed.
Gwen allotted only 20 minutes to her sales presentation for Mr. James. She had facts
and figures to show him how buying her company’s anti-theft system would improve
his business by reducing shoplifting and inventory shrinkage. She knew that she would
have a decision within 15 minutes of starting the presentation. In which category of the
social style matrix would you place Mr. James?
List and describe the parts of a written proposal.
What is a word picture?
What is typically the last element of any deal to be presented and discussed?
Discuss the importance of nonverbal signals in communication.
Differentiate between the terms “inbound” and “outbound” when referring to sales reps?
List and briefly describe the three types of sales call goals.
What are spiffs?
After completing negotiations for the new computer system, Jane, the salesperson,
added “Oh, there is also a $5,000 installation and instruction charge. Which win-lose
negotiation tactic did Jane use?
In the context of communication, define noise.
Veridcom, Inc. is a leader in the creation of fingerprint identification software and
hardware for laptops. It sells the technology to businesses that want to protect any
intellectual property they have stored on their computers. After overseeing the
installation of the system in 1,230 laptops for a large pharmaceutical company, the
salesperson asked the company’s vice president of information if he knew of another
company that could use the Veridcom technology? The VP suggested Max Jordan, a
business acquaintance of his who used laptops to communicate with a large, scattered
work force. What method of prospecting did the Veridcom salesperson use, and what
term would be used to describe Jordan?
As a salesperson, how should Andrew deal with sexual harassment from customers?
Luke walks into a prospect’s office and sees a series of motivational posters, a cluttered
desk, and his prospect dressed in very flamboyant clothes. Under which category of the
social style matrix would you place Luke’s prospect?
What is the multiattribute model of product evaluation and choice?
When a prospect offers an opinion or a valid objection, what are the five methods a
salesperson can use to respond to the objection?
Outline some of the ways that candidates can follow-up after an interview.