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The last step in planning your sales call is to develop a marketing plan for the prospect.
In order to make the sale, it is not recommended that prospects participate in the sales
presentation.
Robert, a pharmaceutical sales representative, is calling on the purchasing executive of
a hospital for the first time. The assumptive closing technique is best suited for this
sales call.
Under the straight salary compensation plan, a salesperson's pay is directly related to
sales performance.
Empathy is evidenced by a salesperson's display of sincerity and interest in the buyer's
situation.
During the '˜searching for meanings' stage in the transformational process to
managerial job, the person's concern shifts to trying to understand both how and why
things are different now.
Not all styles of sales presentation require the salesperson to be prepared to negotiate.
A salesperson who overcomes a prospect's indifference early in a sales call has a
greater chance of making a sale.
The break-even point for a territory for a month is $1,000. If the salesperson generates
$1,000 of profit the territory's direct costs are covered.
A business friendship differs significantly from a personal friendship.
The persuasive style of leadership is characterized by above-average levels of task and
relationship behavior.
Telemarketing involves the use of trained personnel to conduct planned, measurable
marketing activities directed at targeted groups of consumers.
The networking prospecting method is effective and reliable because people want to do
business with people they know, like, and trust.
Principle-based statements generally outline the procedures to be used in specific
ethical situations.
The relationship form of leadership can include activities such as listening, providing
clarification, and giving positive feedback.
Planning is synonymous with the approach stage of the sales process.
After responding to an objection, the salesperson should immediately ask for the order.
A salesperson can change caution signals into agreement signals by speeding up a
planned presentation.
The sales presentation provides salespeople with very little opportunity to influence a
prospect.
According to the Golden Rule, a salesperson should not close the sale if the product is
not suitable for the customer.
According to a survey of adult Americans, people are most likely to base ethical and
moral decisions on:
A. legal outcomes.
B. current situations.
C. principles of justice.
D. historical cultures.
E. religious standards.
Jack, an office supply salesperson, recently called on a customer who was trying to
select photos to include in a catalog. The customer wanted to look at the 10 photos
side-by-side for comparison, but his easel was too small and the cinderblock walls in
the office would not hold tacks or tape. The customer explained that the situation was a
regular issue for him. Jack obtained a roll of cork and a can of cork glue to convert an
office wall into a giant bulletin board. In this instance, Jack acted as a(n):
A. tactical partner.
B. creative problem solver.
C. low-involvement decision maker.
D. transactional partner.
E. exchange creator.
One major disadvantage of having sales territories is the duplication of efforts by
salespeople in the same area.
Clearwater Hampers
Clearwater Hampers is a small British company that sells luxury food and drink gifts in
various combinations in picnic hampers. Corporate customers, both in the United
Kingdom and abroad, are important to the business. Clearwater has had several orders
for more than a quarter of a million dollars. According to the company's leading
salesperson, Peter Austin, "We have lots of repeat corporate customers as a result of the
importance we place on getting the hampers out on time and filled with the right
products."
A corporate customer wanted to give similar Clearwater hampers to its customers who
come from a variety of different ethnic backgrounds. The cultures of some clients
disapprove of eating pork and drinking alcoholic beverages. This unique request would
require Clearwater to act as a _____ so that each individual gift was culturally
appropriate.
A. tactical partner
B. creative problem solver
C. low-involvement decision maker
D. transactional partner
E. exchange creator
_____ is the standard amount charged to customers for a product.
A. List price
B. Transactional value
C. Cost
D. Contribution margin
E. Net worth
Which of the following terms best describes the relationship between a salesperson and
a client that revolves around business-related issues?
A. Marketing relationship
B. Transactional relationship
C. Business friendship
D. Reciprocal relationship
E. Partnering opportunity
Which of the following statements about wisdom and knowledge is true?
A. Wisdom means having all the facts needed to make sales.
B. Knowledge is only acquired through experiential learning.
C. Knowledge refers to the possession of facts.
D. Knowledge refers to the usage of facts.
E. Wisdom and knowledge are the same.
Which of the following is NOT one of the seven basic factors to consider in the
allocation of a salesperson's time?
A. Frequency of customer sales calls
B. Return on time invested
C. Nonselling time
D. Compensation
E. Travel time
A distance of up to two feet around an individual is defined as:
A. controlled space.
B. low distance.
C. close space.
D. intimate space.
E. adjacency.
Which of the following statements about using dramatics in a sales presentation is most
likely true?
A. Using dramatic demonstrations fails to set a salesperson apart from the majority of
other salespeople.
B. A salesperson's own uncertainty about the use of dramatics increases the positive
impact on the prospect.
C. A theatrical movie showing the history of the company is an example of
dramatization.
D. Dramatics should be incorporated into all sales presentations due to their success
rate.
E. Television commercials are a source of ideas for dramatizations.
The product approach works best with:
A. brand name items.
B. generic products.
C. straight rebuy situations.
D. high-tech business products.
E. new and unique products.
Which of the following would LEAST likely improve a salesperson's listening skills?
A. Asking questions to clarify meaning
B. Watching for nonverbal messages
C. Projecting positive nonverbal signals
D. Recognizing feelings and emotions
E. Focusing on emotion-filled words
Arvin Hampton begins his approach by saying, "I'm new at selling home safety
equipment, so I was wondering if you could tell me the most commonly purchased
items?" Hampton is using the _____ approach.
A. curiosity
B. product
C. showmanship
D. premium
E. opinion
All of the following should be included in a proposal document EXCEPT:
A. testimonials.
B. data and statistics.
C. product prices.
D. criteria for success.
E. solutions to specific problems.
When the manufacturer of Western Riding Saddles advertises in a publication that is
distributed only to operators of riding schools, it is an example of _____ advertising.
A. industrial
B. national
C. retail
D. trade
E. pioneering
Stage Technologies
Stage Technologies is a London-based company that supplies engineering solutions for
the entertainment industry. It has helped the boy-band Westlife make a flying entrance
onto stage and provided stage-rigging packages for the Princess cruise line. The
company was established in 1994 after a couple of production designers decided that
the automation of theater productions could be done more safely and more efficiently
by using modular production rather than the old "build-as-needed" formula. The
company installs wenches, stage lifts, and other equipment commonly used in stage
productions. The equipment is designed so it can be operated from a single console
without heavy lifting. Both opera companies and theaters see the benefit of such a
system, but many are reluctant to buy because of perceived costs.
Joseph Harris is the company's best salesperson. Harris is making a sales call on the
manager of a theater that is planning to perform three plays this season that include
complicated lifting, flying, and a working trapdoor. The manager is aware of the time,
labor, and monetary costs involved in staging these productions and wishes there was
an easier way to produce the three plays.
Buyer's remorse would most likely occur if:
A. Harris used the SELL sequence for prospecting prior to the sales presentation.
B. the customer tried to save money by buying fewer modules than needed.
C. Harris used uniform delivery pricing.
D. the customer had perceptual objections.
E. Harris used too many trial closes.
In the formula selling method, customer talking time peaks during:
A. the approach stage.
B. prospecting.
C. the presentation stage.
D. negotiation and close.
E. preapproach.
Rubin is making a sales call on McHenry Heating and Air Conditioning tomorrow.
This afternoon, he sent a bunch of balloons and a note to the firm's buyer that said, "Did
you know tomorrow is your lucky day?" What type of approach is used by Rubin?
A. Curiosity
B. Product
C. Opinion
D. SPIN
E. Customer benefit
The marketing manager for a large furniture store has received numerous complaints
about the store's delivery personnel. While the manager believes his delivery personnel
do a good job because the deliveries are made quickly and generally at their scheduled
time, customers find the delivery personnel rude. The marketing manager must deal
with problems associated with:
A. social responsibility.
B. promotional integrity.
C. marketing strategy.
D. value-added pricing.
E. service quality.
Chavez told his customer, "I realize your degree in chemistry makes you the expert on
insecticides, but I suggest that you try my company's new line of organic insecticides.
Other dealers have had great success with this line, and I know this product would
make your store the best in the town." What type of a close was Chavez using?
A. Standing-room-only
B. Compliment
C. Minor-points
D. Assumptive
E. Negotiation
In cases where there are a large number of prospects for a product, a salesperson
should most likely use:
A. direct-mail prospecting.
B. center of influence prospecting.
C. sales lead club funneling.
D. endless chain prospecting.
E. cold canvass prospecting.
Briefly explain the three basic training methods.
List the seven phases of transition from a salesperson to a sales manager.
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What is logical reasoning? Provide an example to illustrate your answer.
Differentiate between centralized training and decentralized training.
In the sales process, what is the approach? What occurs during the approach? What is
the significance of this step in the sales process?
