Which of the following statements about telephoning to make sales appointments is
true?
A. The telephone is most often used to make an initial appointment.
B. Booking an appointment by phone is advantageous because the prospect’s nonverbal
reactions to the salesperson can be observed and assessed.
C. Trying to make an appointment by phone is a waste of a salesperson’s time.
D. The goal of a telephone call is to sell a product.
E. It is more acceptable to go to the prospect’s office to make the first appointment.
The worst type of objection a purchasing agent for a hospital could have is:
A. his claim that the x-ray equipment is too expensive.
B. his statement that a competing firm offers better service.
C. his unspoken belief that the company cannot meet his required delivery times.
D. his negative response to the salesperson’s contention that her company only uses
quality materials.
E. his stated complaint that the x-ray equipment is not easy to use.
CarlTech knows how important it is to process and deliver orders to clients on time.
Recently, the company made some major changes to streamline the process by which its
salespeople monitor and process orders. As a part of this initiative, it installed a system
which allows the computers of the salespeople and customers to communicate directly.
This system allows its customers to place orders across different time zones and
geographical locations. CarlTech is using a(n) _____ system in this scenario.
A. database management
B. specialty advertising
C. electronic data interchange
D. sales asset management
E. collateral management
Larry is a new sales rep. He has designed his sales strategy and allocated resources.
Which of the following is the next immediate step that Larry will need to complete?
A. Set new goals
B. Implement a time and territory strategy
C. Reallocate resources
D. Complete his paperwork before beginning his sales strategy
E. Evaluate his performance to date
By investing $36,000 in an electronic gate for the employee parking lot, Risco USA
was able to save $90,000 on salaries and benefits previously paid to security guards
who monitored the parking lot entrance. The return on investment (ROI) is _____
percent.
A. 40
B. 60
C. 66.67
D. 150
E. 250
When a prospect asked how quickly replacement parts for the wood laminating
machine could be delivered in the event of a part failure, the salesperson said, “Before
we discuss replacement parts, let me explain to you how my company’s machine
reduces waste to a minimum and still produces beautiful laminations.” What method for
handling an objection was used in this example?
A. Revisit method
B. Compensation method
C. Acknowledge method
D. Boomerang method
E. Postpone method
Which of the following statements about appearance as a nonverbal communicator is
true?
A. A salesperson should always wear professional attire.
B. It is much better to under dress than to overdress.
C. Salespeople should attempt to match their style of dress to that of their customers.
D. In today’s business world, ties are an unnecessary bother and do nothing to add to a
salesperson’s potential for success.
E. Successful salespeople always wear high-fashion clothing.
Which of the following is an example of selling?
A. A college student asking a professor to let him enroll himself in a course that is
closed out
B. A potential employee making a presentation at a job interview
C. An engineer convincing his manager to support his R&D activity
D. A salesperson talking about the advantages of the washing machines at his store
E. All of the above
During the _____ stage of developing a partnership, the buyer tests the seller’s product,
how the seller responds to requests, and other similar actions after the initial sale is
made.
A. exploration
B. commitment
C. awareness
D. expansion
E. dissolution
Straight salary plans are typically used when:
A. advertising is more important to the sale than the efforts of the salesperson.
B. a team of salespeople is involved in the sale.
C. the sale requires a long period of negotiation.
D. individual results of sales team members cannot be measured.
E. any of the above situations arises.
_____ refers to the average percentage of business received from a company’s accounts
in a particular category.
A. Market share
B. Account attitude
C. Routing patterns
D. Account opportunity
E. Customer share
Which of the following statements about the use of the Internet as an effective lead
generator is true?
A. An advantage of Web-based promotions is their ability to attract numerous
international leads.
B. A disadvantage associated with using the Internet to generate leads is the high cost.
C. The Internet cannot transmit business information in different languages.
D. Extranets are created for general marketing efforts with no defined target markets.
E. Companies cannot use the Internet to build relationships with current customers.
Which of the following statements is true about forestalling objections?
A. It should be avoided in written proposals because it may draw buyer attention to
weaknesses that otherwise would not be noticed.
B. Salespeople use it to deal with aspects of their product offering that are not
vulnerable to competition.
C. Forestalling involves salespeople raising objections before buyers have a chance to
raise them.
D. With experience, a salesperson should eventually forestall all objections.
E. Forestalling involves the salesperson turning the objection into a reason for buying
the product or the service.
Kevin purchased a lawn mower. The blades were so dull that the mower could not cut
the grass in his backyard. Due to the existence of _____ warranties, Kevin can return
the mower and expect to receive a replacement that will cut grass.
A. communicated
B. applied
C. functional
D. implied
E. codified
Corporate culture:
A. shapes the attitudes of employees.
B. reflects the values and beliefs held by senior management.
C. influences the development of programs and policies.
D. determines how employees act.
E. all of the above.
Luis works for USAA, an insurance company headquartered in San Antonio. Luis is
employed in the firm’s telemarketing center where he answers customers’ calls to the
firm’s 1-800 number about buying insurance. Luis is an example of a(n):
A. inside salesperson.
B. production era salesperson.
C. field salesperson.
D. tangible product salesperson.
E. missionary salesperson.
The anxiety you feel on the day of a big test that you are ill-prepared for is an example
of _____.
A. permanent stress
B. subliminal terror
C. felt stress
D. temporary urgency
E. situational stress
A salesperson may suffer from call reluctance if he or she:
A. feels intimidated by the corporate title assigned to the prospect.
B. is overly concerned with being successful.
C. spends too much time preparing for the sales call.
D. feels guilty for having selected a career in sales.
E. experiences any or all of the above.
_____ is psychological distress brought about by job demands or constraints
encountered in the work environment.
A. Job oppression
B. Subliminal terror
C. Felt stress
D. Contextual concern
E. Situational stress
The strengths of any social style can be weaknesses if they are not consistent with what
a customer wants. For example, the enthusiasm and dramatic flair of an expressive
social style in a salesperson may lead to him being labeled as:
A. pushy and dominating.
B. opinionated and unstable.
C. cold and calculating.
D. undisciplined and inflexible.
E. irrational and psychotic.
In which stage of building a long-term partnership is electronic data interchange (EDI)
technology most likely to be used first for strengthening the relationship between buyer
and seller?
A. Recognition
B. Expansion
C. Exploration
D. Commitment
E. Co-development
“I don’t understand why you’re afraid to commit to this new ad program,” said Barry,
sales representative of a popular radio station to the marketing manager of a large retail
store. “Our radio station is offering you a chance to be heard around the clock and all
over town. If you sign today, we can have your ads on air starting the day after
tomorrow. No other radio station offers such extensive advertising services. So, would
you prefer your ads being broadcast every 60 minutes or every 30 minutes?” In this
scenario, Barry would be classified as a(n) _____ salesperson.
A. aggressive
B. empathetic
C. unassertive
D. passive
E. submissive
Which of the following statements about active listening is FALSE?
A. Paraphrasing what a prospect says is fine, but never repeat things word for word.
B. A salesperson should listen to a customer’s words from the customer’s point of view.
C. Additional questions can give a salesperson a more complete understanding of what
a prospect is trying to communicate.
D. Tolerating silence gives a customer time to think.
E. Summarizing provides both a salesperson and a customer with an overview of what
has been said.
Which of the following is true of sales in today’s world?
A. Many buyers now are buying from the lowest-cost suppliers.
B. Buyers are demanding 24/7 service.
C. Many buyers now are building competitive advantages by maintaining a distant
relationship with their suppliers.
D. The salesperson’s job ends as soon as the customer places an order.
E. All of the above.
Which of the following should a salesperson do to minimize the impact of paperwork
on his or her prime selling time?
A. Let the paperwork accumulate
B. Complete routine reports at the end of the month
C. Realize that paperwork can increase their productivity
D. Regularly set aside a day when he or she could be selling, to catch up on paperwork
E. All of the above
When the club pro says, “I am concerned that our club members will find the low center
of gravity in the Taylor clubs mess up their golf swings,” the Taylor salesperson
responds, “I understand how you feel about this club. Another buyer felt the same way
as you do until he tried the club for a month. He found the club easy to use and one that
actually improved his average score.” Which method of dealing with objections is the
Taylor salesperson using?
A. Compensation
B. Indirect denial
C. Submissive
D. Referral
E. Direct denial
Adam told Bonnie that Jacqueline, his sister, might be interested in the sprinkler that
she was planning to sell. For Bonnie, Jacqueline becomes a(n) _____.
A. introductory prospect
B. mere suspect
C. qualified prospect
D. referred lead
E. listed lead
Alex, an employee of a radio station in San Francisco, sells advertising time to
interested clients. While talking to a local retailer, Alex was told, “Your station’s
advertising time costs three times as much as the other radio stations.” Alex responded,
“If you look carefully at our rate card, you will see that the costs you refer to are only
for prime time advertising. The rest of our rates are just as reasonable as the other
stations, and we have twice as many listeners.” Alex was using the _____ method to
respond to a buyer’s objections.
A. direct denial
B. compensation
C. revisit
D. acknowledge
E. postpone
_____ is dividing a territory into specific areas, based on ease of travel and
concentration of customers, in order to minimize travel time.
A. Batching
B. Assembling
C. Combining
D. Routing
E. Zoning
To keep commissions paid to salespeople from becoming so high that they become
demoralizing to company executives, some companies place upper limits on how much
a sales representative can earn. This limit is called a:
A. draw.
B. bonus.
C. base.
D. cap.
E. ground rule.
Legal Eagle Software has developed a program that will save attorneys a lot of time in
their research for precedents in product injury liability cases. The marketing director of
the company believes that the software is so significant that some attorneys will change
their specialties when they discover its availability. Therefore, all six of the salespeople
in this region have been brought to Franklin County for two days, where they will
attempt to call on every lawyer within a one mile radius of the county court house. This
type of cold canvassing is called a _____.
A. referral event
B. distress sale
C. blitz
D. social media campaign
E. sales funnel
As Shirley responded to the personnel director’s concerns about changing to the health
care plan her firm offered, she said, “I can see why you feel that way. We do have a lot
of forms to fill out. Others felt the same way, but they found that it is not nearly as
cumbersome as they expected. Here’s a letter from . . . .” Which method is Shirley using
to respond to this objection?
A. Compensation
B. Revisit
C. Indirect denial
D. Direct denial
E. Referral
Which of the following refers to the bargaining process through which buyers and
sellers resolve areas of conflict and arrive at agreements?
A. Commercialization
B. Attribution
C. Crowd sourcing
D. Brainstorming
E. Negotiation
Jonah, a salesperson, hears of a lead and decides to pursue it. He determines getting
acquainted with the client to be his call objective for the first sales call. As he reviews
his notes after the sales call, he realizes that he does not have much information about
the needs and the business potential of this lead despite having met most members of
the buying center. Which of the following drawbacks of his call objective is most likely
to explain this shortage of information faced by Jonah?
A. It puts too much emphasis on service.
B. It says nothing about the product being sold.
C. It is not measurable.
D. It is too personal.
E. It is unrelated to company goals.
It’s early on a Friday morning, and before she goes out to see any of her customers,
Ruth checks her company’s database to make sure deliveries scheduled for some of her
customers went out earlier in the week. This activity is a component of _____.
A. partnering
B. integrated communication
C. servicing customers
D. waiting
E. reporting
Why did the Robinson-Patman Act become law?
When Betty asked the sales representative to provide free shipping and a 40 percent
reduction in price, the sales representative was stunned. Betty’s partner then informed
the representative that free shipping and a 10 percent reduction in price would be more
reasonable. What negotiating strategy are Betty and her partner using?
How should professional salespeople dress? Explain your answer.
List the five foundations of a successful, long-term relationship between a customer and
a salesperson.
Provide examples of questions that are illegal to ask during a job interview.
What are the two types of customer loyalty?
How is a customer complaint handled in a company which has a policy that the
customer is always right?
When a salesperson looks at a prospect’s office wall hangings, photographs, and library
collection for cues on how to initiate small talk, what is he engaging in?
List and define two primary causes of role stress.
Why should a salesperson use verbal probing during a sales presentation?
What popular training program do companies use to help salespeople adapt their
communication styles?
What do purchasing agents rate as one of the most important attributes of good
salespeople?
A hospital’s goal is to buy new x-ray equipment for its oncology unit. If the negotiation
team cannot get the x-ray equipment salesperson to agree to free on board (FOB)
destination, it will try to get a 5 percent reduction in price, failing which the negotiation
team will want a 3/10, net 30 arrangement. What kind of planning has the hospital
negotiation team done prior to the beginning of the negotiation?
How is the strategy of upgrading used by salespeople?
Lisa divides the net profit from sales by total amount of sales. What is Lisa calculating?
What six factors are used to describe sales jobs?