In the communication-style model, people who fall into zone two display their unique
behavior characteristics with less intensity than in zone one.
The survey approach is generally a non-threatening way to open a sales call.
Qualifying is the process of identifying prospects who should be contacted.
Communication style is an important aspect of our personality.
One difference between organizational and consumer buyers is that organizational
buyers’ purchases are made for some purpose other than personal consumption.
Win-win selling means that a salesperson sacrifices price to gain the sale.
An individual who is high on the sociability continuum tends to communicate in an
ordered and measured manner.
According to the buyer resolution theory, which of the following is an important factor
that the consumer is likely to consider before making a purchase?
A) Where should I store the product after purchase?
B) What is a fair price?
C) How many sellers are in the market?
D) When should I make the payment?
E) From whom should I ask advice about the purchase?
A compensation plan which will likely produce the greatest degree of
company-centeredness and financial security for the employee is:
A) straight commission plan
B) guaranteed salary
C) straight salary
D) guaranteed salary plus a bonus
E) straight commission plus a bonus
Educational seminars are most likely a good source of prospects because:
A) people who pay for a seminar will buy product
B) salespeople need help conducting demonstrations
C) most seminar attendees are referrals
D) product benefits and features can be showcased
E) salespeople can build a close into the keynote speech
Johan Yee has been a sales representative at a medium-sized textbook publishing house
for five years. He has just been promoted by the sales director of his company to sales
manager of a new territory. As sales manager, he is tasked with hiring and training three
new sales representatives for his team.
Soon after receiving the promotion, Johan is approached by the administrative assistant
of his former sales unit. She tells him that she wants to join his team as a sales
representative. She points out that she has solid knowledge of the products and
company procedures already, and that he knows that she is a hard worker. What other
benefit would there be to Johan in hiring her as a sales representative?
A) He knows that she fits into the company culture and understands its mission.
B) He knows that he can pay her less than someone hired from outside the company.
C) He has a personal friendship with her, which means he will be able to manage her
better.
D) He knows that she is outgoing, which is the primary characteristic of a good
salesperson.
E) He has never had a disagreement with her, so there is no reason not to hire her.
In terms of product knowledge, salespeople:
A) can know too much about the products they sell
B) are often better off appearing to be “in the dark” at times
C) should provide prospects with limited product information
D) cannot, generally, know too much about the products they sell
E) should assume the stance of novice users to develop customer empathy
Braeden Innovations is a company that sells database systems and software integration
packages to schools and universities. Victoria Canning is an inside sales representative
with Braeden Innovations. As an inside sales representative, she makes sales
presentations via webinar and contacts clients and prospects by phone, email, and
instant messaging, all from her home office. She says the best thing about her job is
having a fulfilling professional career but never having to commute to an office.
Which of the following would most likely help Victoria manage her time effectively?
A) preparing a “to do” list each day and prioritizing tasks
B) creating a monthly sales log to submit to her manager
C) making notes of customers she calls each week
D) contacting customers by e-mail and text
E) maintaining a separate home office telephone
The goal of selling strategies for mature and well-established products is to:
A) change buying habits
B) build desire for the product
C) maintain customer relationships
D) sell more units at a lower price
E) keep sales on an even level
Which of the following would be a reason for Sanchez to remain in his Senior Regional
Sales Director position instead of moving to executive management?
A) Upper management makes a much larger salary than a Senior Regional Sales
Director does.
B) The Senior Regional Sales Director position spends a significant amount of time
traveling the territory every month.
C) He would be one of the only Latino members of the upper management team.
D) He has more freedom to direct his own business strategy in sales than he does in
upper management.
E) The company likes to promote employees with sales backgrounds into upper
management.
A manufacturer tests, modifies, and retests an original idea several times before offering
it to the consumer. This process is called:
A) data mining
B) product development
C) product application
D) manufacturing analysis
E) product configuration
The statement, “We have always wanted to own a travel trailer like this one,” is a
closing clue that falls into which category?
A) benefits
B) requirements
C) questions
D) recognitions
E) assumptions
Many salespeople schedule routing by using the 80/20 rule, meaning:
A) 80 percent of their time on calls from the office and 20 percent on face-to-face calls
B) 80 percent of their time on face-to-face calls and 20 percent on calls from the office
C) 80 percent of their time on larger accounts and 20 percent on less profitable accounts
D) 80 percent of their time on calls and 20 percent on prospecting
E) 80 percent of their time on sales activities and 20 percent on paperwork
The sales director of a medium-sized company selling chemicals to the lumber industry
has analyzed sales and found serious problems with the closing rate of sales
representatives relative to the number of prospects. The sales director commissioned a
research company to analyze the numbers in the CRM system and conduct interviews
with prospects who became customers as well as with prospects who did not buy from
the company. He also hired a sales training consultant to analyze the sales
representatives and the training they receive.
The training consultant finds that the sales representatives do not have a strong product
strategy. Without a proper product strategy, sales representatives are most likely unable
to:
A) choose the correct products to sell to the customer
B) develop a marketing campaign for a given product
C) sell a product whether the customer needs it or not
D) fulfill an order once it has been placed
E) contact customers quickly
Which term refers to measuring products and services against established standards?
A) data mining
B) quality control
C) solution selling
D) feature dumping
E) product configuration
During a sales presentation, successful salespeople are most likely prepared to:
A) stick to a standard script
B) meet a wide range of buyer responses
C) conduct a one-way presentation to the buyer
D) limit the number of questions asked by prospects
E) identify the same problems for each different prospect
Eric Villa obtained a license to sell real estate and then accepted a sales position with a
local Century 21 agency. To prepare for this new position, he purchased and read a
research report entitled “Buying Habits of Today’s Home Buyers.” Mr. Villa is most
likely attempting to develop a:
A) presentation strategy
B) product strategy
C) customer strategy
D) relationship strategy
E) price strategy
Ray Fernndez is a sales representative employed by Computer Resources, a computer
supplier that develops customer solutions that combine computer hardware, software,
installation, and training. When Ray brings together many parts of the company’s
product mix in order to develop a customized customer solution, this is referred to as:
A) developing a product configuration
B) establishing a strategic priority
C) qualifying product benefits
D) quantifying product features
E) creating a value statement
According to Larry Wilson, there are three keys to a partnering relationship. To
establish a partnership with a customer, he suggests:
A) making sure everybody understands the purpose of the partnership
B) being sure the relationship is primarily social rather than professional
C) shifting the relationship from consulting to selling as quickly as possible
D) convincing clients of the need for the product by using many nonverbal cues
E) using closing methods that emphasize a rapid sale and future client referrals
Changing sales behaviors in order to improve communication with the customer is
known as ________.
The words “reserved,” “warm,” and “compliant” describe the ________ style.
The authors of The Discipline of Market Leaders encourage business firms to pick one
of the disciplines € best price, best product, or best ________ to distinguish their
offering in the marketplace.
The primary objective of a sales ________ and scheduling plan is to increase actual
face-to-face selling.
The process of identifying prospects that should be contacted is called ________.