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Zone one, zone two, and the excess zone are used to describe which dimension of our
communication styles?
A) maturity
B) intensity
C) predictability
D) flexibility
E) adaptability
As a general rule, we can close more sales by:
A) increasing the amount of time we spend telling customers about product features
B) increasing the number of facts and figures we use in the presentation
C) decreasing the time allocated to active listening
D) decreasing the amount of detail in the sales presentation
E) using confirmation questions to determine if we are on the right track
Gavin's position at Pharma-Tech involves purchasing complex manufacturing
components, making decisions based on technical data, and creating detailed, scientific
reports. Tanya, the sales representative assigned to work with Gavin, has experienced
difficulties in the past when attempting to communicate with Gavin, who is precise,
aloof, serious, and disciplined. Which of the following would most likely help Tanya
build a relationship with Gavin?
A) Tanya should use both verbal and nonverbal communication styles to keep Gavin
engaged in the sales presentation.
B) Tanya should express great enthusiasm for the products she sells and ask Gavin
many questions to draw him into the presentation.
C) Tanya should give a quick-paced presentation and attempt to close the sale quickly
to prevent wasting too much of Gavin's time.
D) Tanya should take time to learn about Gavin's personal and work life before giving a
brief overview of the product she is selling.
E) Tanya should give a well-organized presentation with extensive documentation and
avoid pressuring Gavin to make a quick decision.
Which type of sales presentation is built around a standard set of steps and tends to
ignore the unique needs of each customer?
A) persuasive
B) reminder
C) informative
D) consultative
E) canned
Shane Chadwick is a sales representative for the Metropolitan Commuter Rail Service,
selling ad space inside commuter rail train cars and stations. He has presented and
negotiated to a representative from new church trying to attract members by advertising
their philosophy and service times.
Shane feels the presentation and negotiation have gone well, so he decides to use a
direct appeal close. What would Shane most likely say to the representative of the
church?
A) "Do you have any more questions about ad runs?"
B) "It looks like I've covered all your questions."
C) "Are you ready to sign the contract so we can close the deal?"
D) "Is there anyone else we should present this information to?"
E) "What is your overall opinion of my sales presentation?"
The Ferrante Company sells custom music mixes to retail stores for the purpose of
creating a specific mood and increasing sales. Ferrante's major innovation is the ability
to correlate sales activity, customer movement, and customer behavior to the songs
playing in the background.
Jeff Baliyut, a sales representative with Ferrante, is meeting with the merchandising
director of a major retail chain that sells kitchen accessories and specialty foods.
Which of the following is a probing question Jeff can ask the merchandising manager?
A) If I understand you, knowing only the song playing when the customer reaches the
register doesn't take into account patterns of shopping, purchasing triggers, or waits in a
checkout line?
B) Do you have point-of-purchase software that allows you to track time and amount of
purchase?
C) How does your current music provider track the correlation between songs and
purchases?
D) Would it help you to be able to track songs as customers browse and shop?
E) Does knowing the song playing at the moment the customer gets to the register give
you the information you really need to create an effective mix?
Kelly Addison is a designer clothing buyer for a chain of department stores. She has
gone through several negotiation certification programs and is considered an expert
negotiator by her peers.
When Kelly sees value in a product but does not want to pay the suggested price, she
often offers to split the price difference with the seller. If a salesperson finds Kelly's
offer unacceptable, the salesperson should most likely:
A) agree to split the difference
B) make a pricing counteroffer
C) provide a trial demonstration
D) walk away from the negotiations
E) show sourcing documents as proof
Martin, a sales representative for a computer firm, receives the latest performance
report on the main product he sells. Unfortunately, Martin's product performs slightly
behind that of the closest competitor, and Martin is afraid that this information will
cause him to lose customers. The research and development team has made some major
improvements in the product, but the next performance report is not due out for another
six months. What should Martin most likely do to prevent the loss of customers?
A) He should pretend that the recent performance report has not come out and tell his
customers that he doesn't know when it will be out.
B) He should change the numbers on the performance report to indicate that his product
performs better than the competition's product.
C) He should avoid direct contact with his customers until the next performance report
comes out.
D) He should expose the performance report but explain to customers that the product
has been improved and new data will be available in six months.
E) He should change the numbers for the competitor so it looks as if the two companies'
products perform equally.
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.
Victoria needs to organize her territory. Which categories would make the most sense
for Victoria to use to organize her territory to schedule her calls most efficiently?
A) zip code and type of organization
B) time zone and size of organization
C) time zone and zip code
D) zip code and contact's position in the organization
E) area code and contact's position in the organization
Which of the following is a major principle supporting communication style theory?
A) Individual differences exist but are negligible in business conversations.
B) Successful business and social relationships require identical styles.
C) There are unlimited communication styles that are unique to each person.
D) Individual style differences change constantly.
E) A communication style is a way of thinking and behaving.
Network (multilevel) marketing is different from traditional sales in that it:
A) creates a pyramid with the CEO at the top and the salespeople at the bottom
B) eschews growth of the salesforce for a given product
C) relies on an interconnected network of independent salespeople to sell the product
directly
D) focuses on paid advertising instead of word-of-mouth publicity
E) allies itself with competing products and service providers
Eli's position at Global-Mach involves purchasing complex manufacturing components,
making decisions based on technical data, and creating detailed, scientific reports.
Although Eli is very effective at his job, he experiences significant difficulty when
engaging in communication with the highly sociable salesperson who services the
account. When the salesperson wants to discuss personal matters, Eli appears aloof,
reserved, and preoccupied. Eli most likely has a(n) ________ communication style.
A) emotive
B) directive
C) reflective
D) passive
E) supportive
Which buyer behavior theory focuses the salesperson's attention on five important
factors that the customer is likely to consider before making a purchase?
A) buyer-action theory
B) compulsive-buying theory
C) need-satisfaction theory
D) buyer-resolution theory
E) feature-benefit theory
Which of the following is an activity that would most likely be performed by a
customer service representative (CSR)?
A) processing employee paperwork
B) delivering supplies to the factory floor
C) providing telephone support for installation
D) calling on prospects to sell them the product
E) reconciling bank statements with accounting records
All of the following are components of the CARE model for building relationships with
customers EXCEPT:
A) convincing
B) executing
C) responding
D) appreciating
E) customizing
Braeden Innovations is a company that sells database systems and software integration
packages to schools and universities. Po Komacho is a trade sales representative with
Braeden Innovations. As a trade sales representative, she promotes the company and its
products to software resellers and supports their sales representatives in selling
Braeden's software to clients. A large part of her job involves attending industry trade
shows and working at the Braeden Innovations booth at the exhibit hall of the trade
show.
Although Po lacks the stress of meeting a sales quota, she experiences stress related to
scheduling. Which of the following would most likely relieve Po's stress?
A) reducing her territory from two to one
B) exercising and sleeping regularly
C) filing expense reports promptly
D) using a personal digital assistant
E) conducing fewer follow-up calls
Anne, a sales representative for a software firm, is heading to Europe for a sales
presentation. Anne is unsure about the practice of gift giving and wants to make sure
that she is perceived as ethical by the other firm. Which of the following should Anne
LEAST likely do in this situation?
A) Check the company policy about gift giving.
B) Ensure that the gift is a small, thoughtful token.
C) Give the gift before doing any business with the customer.
D) Avoid giving the impression of buying the customer's favor.
E) Ensure that the customer views the gift as a gesture of goodwill.
A sales rep is in a foreign country and has spent several days with a buyer for a large
chain of convenience stores there. At the end of the week, the sales rep feels confident
that the buyer is ready to purchase, so he asks for the close. The buyer responds that he
will be happy to place a large order for the chain as soon as the sales rep gives him an
appropriately-sized gift. What should the sales rep most likely do?
A) The sales rep should give the buyer the gift.
B) The sales rep should tell the buyer that Americans are not allowed to give gifts in
exchange for business.
C) The sales rep should convince the buyer that he will give him the gift after the
papers are signed, and then refuse to give a gift after the order has been paid.
D) The sales rep should consult with his sales manager to determine if gift-giving is an
ethical and acceptable practice within the confines of an international business
situation.
E) The sales rep should give the buyer the gift but make this contingent on a
longer-term relationships involving repeat orders.
Abco Realty owns several rental apartment buildings in a working class but safe
neighborhood that has recently become popular with young professionals because of its
proximity to an express commuter train line. Abco has recently invested in the
infrastructure of the buildings, adding laundry rooms, safety features to the lobbies, and
new insulated windows to all the units. Because of this, Abco cannot afford to match
the unit rental prices of other buildings that have not made improvements.
How should the sales manager of Abco Realty most likely differentiate Abco's units
from units offered in other buildings?
A) The sales manager can convince management to cut expenses on basic maintenance
so the apartments can be rented at prices matching other buildings in the area.
B) The sales manager can promote the neighborhood as a safe place to live with a rich
history.
C) The sales manager can convince the owners of the other buildings in the area to
bring their rental prices up to the prices Abco charges.
D) The sales manager can promote Abco apartments as being worth more money
because they are safer and have more services.
E) The sales manager can promote Abco apartments as being worth more money
because the company has helped raise home values in the area.
Which type of questions are most likely used in conjunction with company supplied
forms and are often used in service, retail, wholesale, and manufacturing selling?
A) preplanned
B) problem
C) implication
D) organization
E) specific benefit
