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A customer is rude to the salesperson during sales calls, requests additional research
and market data, and refuses to accept courtesy calls from the salesperson. However,
the customer places several large orders for the product from the salesperson. Which
statement best explains the customer's discordant behavior?
A) The salesperson represents an inferior product that the customer does not need.
B) The salesperson has used the wrong approach by not establishing rapport with the
customer.
C) The customer is not the ultimate decision maker for the account but would like to be.
D) The customer is a directive who dislikes extraneous contact with the salesperson but
makes decisions rapidly based on data.
E) The customer is a reflective who cannot concentrate when the salesperson engages in
frequent interruptions.
The sales funnel model of classifying prospects involves:
A) assigning each prospect a rating
B) using multiple factors to classify prospects
C) determining where a prospect is in the sales process
D) counting all prospects equally
E) asking directed questions to prospects
A buyer's resistance to a salesperson's product is usually caused by:
A) the salesperson failing to negotiate well
B) another product satisfying the buyer's needs
C) friends and acquaintances recommending the product
D) the product's advanced stage in the product life cycle
E) the product's price being equal to the buyer's current product
Which of the following is a step to creating and delivering the customer value model?
A) creating the customer's value needs
B) creating the value proposition
C) quantifying the value proposition
D) questioning the value proposition
E) presenting the value proposition
Generally speaking, a firm handshake will most likely communicate:
A) indifference
B) ambiguity
C) consideration
D) abruptness
E) calmness
The bundle of facts, opinions, beliefs, and perceptions that you have about yourself are
referred to as which of the following?
A) self-concept
B) self-love
C) self-esteem
D) self-reflection
E) self-examination
Which of the following statements concerning laptop computers is true?
A) Laptop computers cannot access crucial systems remotely.
B) Laptops require salespeople to use strict scripts instead of customized demos.
C) Most salespeople use laptops during sales presentations.
D) Smartphones have replaced the use of laptops in sales presentations.
E) Presentation tools such as PowerPoint presentations rarely run well on laptops.
Salespeople have an advantage over workers in other positions when being considered
for promotion to positions of greater responsibilities because salespeople:
A) have limited opportunities for advancement in the sales department
B) are compensated primarily through psychic income
C) have worked for many companies in their careers
D) have numerous opportunities to advance to middle-management ranks
E) have high visibility within companies already relative to other positions
Which tactic would most likely be used by buyers trained in price negotiation?
A) product compromise
B) sixty-forty
C) budget limitation
D) cards on the table
E) maybe...if
Technical reports, company-prepared sales literature, and writer testimonials from
customers are most likely provided in ________ presentations.
A) value
B) sensory
C) reminder
D) persuasive
E) informative
Which of the following would LEAST likely be included in a firm's CRM system?
A) weekly sales call plans
B) stress management techniques
C) monthly planning calendar
D) sales meeting notes
E) customer information
Which facial expression tends to inspire the most trust?
A) a contemplative look
B) a smile
C) a frown
D) a look of concern
E) a look of skepticism
When a reflective salesperson moves into the excess zone, he or she is apt to:
A) express highly emotional opinions
B) become extremely competitive
C) agree with everyone
D) avoid making decisions
E) make rash decisions
Emmanuelle Djubo is a sales representative for a firm that makes textiles using a
traditional dyeing process. The firm exports its products to companies in the fashion
and home decorating industries internationally. Emmanuelle is at a trade show and runs
into Suzanne, one of the buyers for the largest home decor retailer in Australia.
Emmanuelle enjoys the process of helping buyers discover reasons to purchase that
they initially think are obstacles to purchasing her association's textiles. Another name
for this process is:
A) discovery
B) marketing
C) negotiation
D) closing
E) persuasion
To increase the odds that customers will give referrals, a salesperson should most likely:
A) build value into the sales process
B) offer free products or discounts for referrals
C) motivate buyers through time pressure
D) provide a rational buying motive
E) ask sales managers for permission to cut prices
Although it seems counter-intuitive, one way to strengthen a customer relationship is to
recommend that the customer:
A) purchase large volumes
B) purchase from another source
C) pay a higher price
D) implement new services
E) expand operations
Which type of consumer buying situation requires very little consumer involvement and
brand differences are usually insignificant?
A) habitual buying decision
B) straight rebuy decision
C) complex buying decision
D) modified rebuy decision
E) partner buying decision
Jared James is a top salesperson at a leading manufacturer of agricultural machinery
parts. He is a classic directive: decisive, fact-oriented, direct, and focused on closing the
deal. He understands the importance of style flexing, however, as not all buyers respond
to the directive style. Jared has been thinking about how to approach a new client, Alex
Doyle, who is a buyer for a huge combine manufacturer. Alex has a supportive style.
What adjustments should Jared make in his usual mode of communicating?
A) Jared should focus more on benefits and less on facts in his sales presentation to
Alex.
B) Jared should make an effort to develop rapport with Alex and plan for several
conversations before he attempts to close the sale.
C) Jared should take Alex out for dinner at a high-profile restaurant so they can develop
a personal relationship before he begins to talk about the product.
D) Jared should be sure he has the facts to back up any claims he makes to Alex, and
consider sending Alex the research and quality-control reports before their first meeting
so Alex can examine the documentation.
E) Jared should hang back to let Alex guide the conversation during sales calls so that
Alex doesn't feel overwhelmed by Jared's blunt presentation style.
