The sales call objective should be directly beneficial to the customer.
A salesperson told a prospect, “I agree. Our price is a little higher, but so is our quality.
Are you interested in saving $1,200 a year on maintenance?” This statement is an
example of indirect denial.
The more a salesperson penetrates an account the greater the chances of maximizing
sales within the account.
As a salesperson’s self-interest decreases, a salesperson’s interest in providing customer
service is more likely to increase.
The Golden Rule of Personal Selling describes the willingness to plan and execute
product, price, distribution, and promotion plans so as to create exchanges that satisfy
individual and organizational objectives.
A premium is an article of merchandise offered as an incentive to encourage the user to
take some action.
Customer service refers to the activities and programs the seller provides to make the
relationship satisfying for the customer.
The goal of partnering is that the profits are shared by the buyer and seller, but the risk
is borne by the buyer alone.
The price/value formula helps a salesperson respond to a customer’s price objection.
According to the author, many people are unsuccessful in sales because they do not
have the ability to put their own needs before anyone else’s interests.
The Golden Rule of Selling supports the belief that service and follow-up after the sale
show that the salesperson really cares about customers.
“Your competitor’s product is better’ This is an example of source objection.
“To increase the product assortment purchased by current customers by two percent
during the next three months,” is an example of a(n):
A. market quota.
B. derived demand.
C. account objective.
D. future product quotient.
E. net product forecast.
All of the following can help change caution signals into acceptance signals EXCEPT:
A. being positive and enthusiastic.
B. changing the planned presentation.
C. asking open-ended questions.
D. carefully listening to the buyer’s message.
E. continuing with the presentation.
How are modern day salespeople different from those in the past?
A. Modern day salespeople are required to be increasingly product-oriented.
B. In the past, most salespeople focused time on building the relationship gap.
C. Modern day salespeople can improve sales and service performance with technology.
D. In the past, most salespeople strived to build long-term relationships with key
customers.
E. Global competition is pushing modern salespeople to be persuasive peddlers to
maximize profit.
A(n) _____ focuses on performing promotional activities and introducing new products
rather than directly soliciting orders.
A. sales engineer
B. account representative
C. detail salesperson
D. retail salesperson
E. service salesperson
The receiver’s reaction to the communication is transmitted to the sender through:
A. a source response.
B. feedback.
C. noise.
D. decoding.
E. translators.
At the _____ level of listening, the listener actively tries to hear what the prospect says
but does not make an effort to understand the intent.
A. dynamic
B. passive
C. marginal
D. active
E. evaluative
In which of the prospect’s mental steps would interruptions be most difficult for a
salesperson to overcome?
A. Interest
B. Action
C. Conviction
D. Attention
E. Desire
You are selling skiwear to the manager of a large ski resort. The manager has agreed to
order ten down-filled jackets. After finalizing the sale, you should:
A. spend some more time with the client to build a trusting relationship.
B. explain the terms and conditions of the sale again.
C. use a trial close to try to get additional sales.
D. collect the order and leave.
E. invite the client to lunch.
Which of the following is a disadvantage of straight commission plans?
A. The plans are only suitable for companies with large sales budgets.
B. The plans trigger high selling costs even without significant sales.
C. Such plans cannot be administered easily by most firms.
D. Salespeople conduct too much customer service.
E. Salespeople are reluctant to change territories.
Michael delivers pesticides to farmers’ cooperatives. When planning his daily routing
pattern, Michael prefers to start with the customers who are at the far end of the
territory and work his way back to his company’s office. Which routing pattern would
most likely allow Michael to do this?
A. Rectangular pattern
B. Straight-line pattern
C. Leapfrog pattern
D. Major-city pattern
E. Perpendicular pattern
Which of the following laws allows sellers to grant quantity discounts to larger buyers
based on savings in manufacturing costs?
A. Clayton Act
B. Cooling-off laws
C. Robinson-Patman Act
D. Green River ordinances
E. Civil Rights Act
In a SMART sales call objective, the “T” refers to the fact that the objective should:
A. be timed.
B. have a technical-orientation.
C. be tested.
D. have a targeted rate of return.
E. describe trade areas.
James Lambert is an assistant territory sales manager at Cellcom, a leading wireless
service provider in Europe. James manages the salespeople in a small city in France.
There are many players in the wireless service provider market, and it is becoming
increasingly difficult to position the company as unique. What can James do to position
Cellcom as a unique company, when compared to its competitors?
A. Reduce the call rates by half.
B. Increase the mass media advertising of Cellcom.
C. Instruct salespeople to spend more time on each sales call.
D. Ask salespeople to discuss the weakness of competition in every sales call.
E. Substantially reduce the salespeople’s visits to the small accounts and increase the
visits to key accounts.
Which of the following is a unique benefit of personal selling?
A. Highlighting product features
B. Achieving high sales at minimal costs
C. Explaining credit terms to potential customers
D. Customizing presentations to match customer needs
E. Reaching mass audiences quickly and cost effectively
The prospect asked, “Does this display case come with its own lighting system?” The
salesperson responded with, “Before you decide to buy, notice how the doors to the case
can be easily secured against tampering.” What method was the salesperson using to
meet this objection?
A. Boomerang
B. Rephrase the objection as a question
C. Dodge
D. Forestall
E. Compensation
Ann’s attempt to open a restaurant failed, and she is now trying to sell furniture and
equipment she purchased. She suspects that Handlemann’s Deli may be a potential
buyer for the furniture. Ann should now engage in the _____ process to determine if it
is worth her time to convince Handelmann to buy.
A. qualifying
B. funneling
C. networking
D. routing
E. leading
From management’s point of view, which of the following describes an advantage
inherent in a straight salary compensation plan?
A. Selling costs are kept in proportion to sales.
B. Salespeople are less resistant to reassignments of accounts.
C. Salespeople are highly motivated and employee turnover decreases.
D. A straight salary plan increases the work norms within the sales group.
E. Straight salary plans foster the development of highly productive salespeople.
The _____ presentation is the most challenging and creative form of selling because it
is designed to be interactive.
A. formula
B. stimulus-response
C. need-satisfaction
D. straight-rebuy
E. problem-solution
It is the job of the sales manager to set quotas and develop territorial sales plans for
reaching the quota; it is the salesperson’s job to fulfill that sales quota.
Jessica sells exercise equipment to health clubs and similar facilities. During a sales
call, her prospect says, “Our clients are quite happy with the results they are getting
from the use of our current equipment.” This is an example of a _____ objection.
A. stalling
B. dodging
C. hidden
D. product
E. process
A salesperson selling ________ to ________ would most likely need the most extensive
product and company knowledge.
A. skis; consumers
B. jewelry; retailers
C. televisions; consumers
D. computers; small businesses
E. rocket components; engineers
What is considered the best visual aid to use during a sales presentation?
A. Sample ads
B. Product videos
C. Customer testimonials
D. The actual product
E. The product manual
Mario Jimenez sells electrical supplies. His annual sales equal $450,000. His total
fixed costs annually equal $75,000. The cost of goods sold annually is $335,000. Mario
works an average of 240 days a year and 8 hours each day. Mario makes an average of
five sales calls per day. Mario’s break-even volume per hour is approximately:
A. $119.00
B. $153.00
C. $171.00
D. $256.00
E. $392.00
Why is it effective to open a presentation with a demonstration? Describe two
demonstration methods used by salespeople.
What steps can a company take to ensure that it maintains an ethical environment?
When would a salesperson find the compliment close to be the most appropriate close?
Who should be the primary evaluator of a salesperson’s performance? Why?
Identify and define the three levels of business friendship.