To develop long-term partnerships with buyers, sellers should try to get every
concession possible out of their buyers.
What is ethical can vary from country to country and from industry to industry.
Common law grows out of court decisions, and precedents set by these decisions fill in
the gaps where no laws exist.
Prospecting is the process of making a successful sale to a customer.
Customers are the primary revenue source for companies.
The two things to look for in an employment posting are what the company sells and
when the job begins.
It is recommended that salespeople avoid including suggested order quantities or dates
for closure of a deal in their specific objectives.
The primary objective of supplier relationship management (SRM) is the improvement
of profits.
Need payoff questions are essentially problem centered.
In sales, zoning means dividing a territory into zones, based on ease of travel and
concentration of customers.
Advertising is the most costly method of communication for selling firms.
Salespeople can collect information by observing their customers’ body language.
When developing objectives, negotiators need to sort out all issues that could arise in
the meeting, prioritizing them by importance to the firm.
Firms combine outbound and inbound telemarketing to prospect effectively.
Large customers are called key accounts.
A job interview is distinctly different from a sales call because you are not trying to sell
yourself.
From the salesperson’s point of view, the initial steps in the buying process are critical
in straight rebuy situations.
Salespeople should rely solely on trial orders.
Trade shows are places where suppliers have sales offices and buyers from resellers
visit to purchase merchandise.
It is advisable to build strategic partnerships with large accounts exclusively because of
the operation of economies of scale.
Straight commission is the preferred method of compensation when sales require long
periods of negotiation involving several sales reps from the selling company.
The desire to drop everything else to handle a request is called the “tyranny of the
urgent.”
When selling to resellers, salespeople need to focus solely on the product features that
will benefit the ultimate consumer.
Salespeople need to evaluate performance relative to performance goals set earlier.
An opening is essentially a method that aims to secure buyer commitment.
When you write a cover letter to answer a job advertisement, make sure that it is no
more than one or two lines long.
The intimate zone is reserved for a salesperson’s supervisors.
During performance evaluations of various vendors, the importance weights of all
characteristics are considered equal.
Quantifying a solution is unnecessary when a prospect is in a high risk situation.
It is unethical for salespeople to employ persuasion because it reduces or eliminates a
buyer’s choice.
The ability to work with groups inside the company can directly affect a sales
representative’s pocketbook.
U.S. salespeople are subject to U.S. laws, regardless of the country they are selling in.
In an extension of team selling, multilevel selling, members at various levels of the
sales organization call on their counterparts in the buying organization.
Contacting references, or people who know the applicant, is a good way to guarantee a
candidate’s success.
“Sell some units of the product to the client” is a specific sales objective.
To get the CEO’s secretary to give him an appointment, Oscar mentioned an earlier
discussion he had with the president of the firm about what his company has to offer.
Oscar is hoping that this technique of _____ will allow him to see the CEO sooner.
A. going through the screen
B. going over the screen
C. going around the screen
D. going under the screen
E. ignoring the screen
Which of the following is a feature of merchandise markets?
A. They are also known as trade shows or trade fairs.
B. They essentially involve retailers selling to the public.
C. They sell a very limited range of goods only at fixed times during a year.
D. The sellers are usually manufacturers or distributors.
E. They do not encourage bulk buying by resellers because they don’t offer discounts.
_____ is the view that no culture’s ethics are superior to any other culture’s ethics.
A. Ethical imperialism
B. Cultural imperialism
C. Ethical solidarity
D. Cultural relativism
E. Cultural solidarity
Marvin is an inexperienced sales rep for a manufacturer of kitchen appliances. He
requests you to advise him on handling an expense account ethically. What should you
tell him?
A. The company expects you to fudge on some costs; just don’t get caught.
B. The company pays you a low salary because it expects you to pad your expenses,
and you would be foolish not to.
C. Don’t worry about keeping records; make up some amounts that seem reasonable.
D. Use your expense account as if you were spending your own money.
E. Stay at the best hotels and eat at the best restaurants because you do not have to pay
for it.
The business environment is changing dramatically, and organizational buying is also
changing. As organizations are pressured to improve product quality, control costs, and
minimize inventory, they are:
A. elevating their purchasing directors to reflect the increasing importance of this
function.
B. replacing just-in-time inventory control with a more practical technique.
C. using less global sourcing to reduce transportation costs.
D. using less value analysis.
E. all of the above.
A _____ partnership occurs when a buyer and seller have close personal relationships
that allow them to communicate effectively with each other.
A. hierarchical
B. functional
C. solo exchange
D. transactional
E. relational
“You’ll notice the trimming machine requires workers to pull two levers at the same
time. Although this may appear inconvenient, it ensures that the worker’s hands will not
be caught in the blades.” In this example, the salesperson is _____ an objection
regarding the extra effort required to use the trimming machine.
A. revisiting
B. denying
C. predicting
D. forestalling
E. passing-up
People can be said to fall into two categories when it comes to touchingcontact and
noncontact. Noncontact people tend to view contact people as:
A. cold.
B. obtrusive.
C. impersonal.
D. glacial.
E. unfriendly.
As the CEO’s personal assistant, Robert’s job involves taking calls from sales
representatives from different companies. He sorts them and selects the salespeople
who get to speak directly to his boss. In this situation, Robert is acting as the _____.
A. point of dissatisfaction
B. screen
C. user
D. risk-taker
E. center of influence
Juan, a sales representative for Max Consultants, was trying to convince a retailer to
outsource his telemarketing department to his company. He said, “My company is
providing outsourced call centers on behalf of Fortune 500 companies in 25 countries in
North America, Europe, and Asia.” Juan was emphasizing his company’s _____ in this
scenario.
A. strategic objectives
B. features
C. turnover
D. system integrators
E. benefits
When Kerry went to meet a new prospect, he found that the man was dressed in a
flamboyant suit and his office had an open and friendly atmosphere. His desk was quite
cluttered and unorganized. Furthermore, Kerry noticed the prospect waving at and
greeting subordinates throughout the sales presentation. Kerry’s prospect will most
likely fall under the category of _____ according to the social style matrix.
A. drivers
B. expressives
C. amiables
D. analyticals
E. radicals
Which of the following statements is true about employment ads?
A. An ad offering a ‘sales manager trainee” position is an opportunity to become a sales
manager without selling experience.
B. Employment ads for an “independent contractor” mean that the salesperson will
work on straight commission with no employee benefits.
C. Any company that advertises a job opportunity using a blind box number is too
deceitful for an ethical person to consider working for.
D. When you write a cover letter to answer a job advertisement, make sure that it is not
more than two sentences long.
E. Job candidates should look for only one thing in an ad: what they can offer the
company.
For many years, thousands of loyal fans followed the metal band, Grateful Dead,
around the country, rarely missing a concert. These fans, known as “Dead Heads”, were
_____ loyal toward the band.
A. partially
B. attitudinally
C. behaviorally
D. selectively
E. strategically
Career and sales goals should be challenging so that the:
A. salesperson setting the goals can easily achieve them.
B. probability of achieving the goals will be measurable.
C. salesperson setting the goals will be motivated.
D. time frame in which the goals are to be achieved will be long-term.
E. salesperson can drag on forever, even if no progress is being made.
Al sells everything a company needs to market decorative balloonsthe balloons
themselves, ribbons, helium tanks, etc. He wants to talk to the owner of a large catering
company because balloons are great decorations for birthday tables, baby showers, and
other such social occasions. Unfortunately, every time he tries to talk to the owner of
the catering company, he finds himself in an unnecessarily long conversation with the
assistant caterer who does not let him talk to the owner. The assistant caterer is
assuming the role of a(n):
A. barrier.
B. decider.
C. driver.
D. risk-taker.
E. arbitrator.
When James sold the protective window bars for the nursing home complex, he
specified in the contract that the bars would be shipped FOB factory. According to the
UCC, this means that:
A. the bars will not leave the manufacturer until payment had been received in full.
B. the seller has full title to the bars until the nursing home director receives them.
C. the buyer assumes responsibility, cost, and risk for shipping of the bars.
D. the seller does not expect payment for the bars until they are installed.
E. the delivering company assumes title for the bars while they are in transit.
Which of the following statements is true about planning for the negotiation session?
A. Experienced negotiators find weekends and after-hours best for negotiations.
B. A buyer’s office is typically the best place to hold negotiation sessions.
C. Time allotted to a negotiation session should be no more than a few hours.
D. Individuals should prepare themselves emotionally for the stress that will occur
within a negotiation session.
E. To allow for concessions, the opening position should reflect lower expectations than
the target position.
When Wallace earned a commission that was greater than the salary of his company’s
senior vice-president, he was pleased with his accomplishments. He was not so happy
when the company told him that it had a _____ and that he would receive only $50,000
in commissions, about 40 percent less than what he had earned.
A. draw
B. quota
C. base
D. cap
E. bonus
Just as Brian, a sales manager, walked into a prospect’s office carrying samples and his
portfolio for the demonstration, he tripped and fell down right in front of the prospect.
All his material for the presentation was scattered on the floor, and it took him almost
five minutes to get things back on track. Because of the _____, the prospect is likely to
permanently label Brian as clumsy and ineffectual.
A. contrast effect
B. halo effect
C. cue effect
D. primacy effect
E. mere exposure effect
The _____ method of responding to objections acknowledges that an objection is valid
and proceeds to offer some offsetting advantages of the good or service being sold.
A. consultative
B. compensation
C. revisit
D. acknowledge
E. indirect denial
Even before Michelle could explain why a prospect had not purchased her company’s
new line of eco-friendly outdoor furniture, her supervisor started explaining to her that
she should have emphasized the fact that the furniture was made through a
revolutionary recycling process and that its prices were justified by its quality and
eco-friendly nature. In this scenario, the supervisor provided Michelle with _____
feedback by telling her how she could make better sales presentations.
A. reciprocal
B. intrinsic
C. performance
D. evaluative
E. diagnostic
Behavioral objectives such as increasing the number of demonstrations performed are
also called _____ goals.
A. transformation
B. conformance
C. activity
D. performance
E. conversion
Ruth markets rock concerts. She is looking for a company that will handle all of the
various mailings needed to promote the purchase of concert tickets. She wants to use
Graham Mail House because she is a very good friend of the mailing house’s operations
manager, but others involved in the decision making want to take bids from other
mailing houses. In this example Ruth is expressing a(n) _____ need in the buying
process.
A. emotional
B. formal
C. external
D. impersonal
E. rational
Nathan and Carla are members of the buying center for Bonny Bakes who are attending
a sales presentation for a new ad campaign. During the meeting, Nathan says, “Carla, if
instead of spending the $20,000 you’re asking us to put into this new advertising idea,
we put that money in a new packaging machine to replace the one in the Cartersville
plant, we’ll save $3,500 annually in maintenance and utility costs.” Nathan is basing this
objection on:
A. sunk costs.
B. variable costs.
C. opportunity costs.
D. fixed costs.
E. total costs.
Claiborne used to work for a law office. He was forced to quit because one of the
partners kept rubbing against him, telling him dirty jokes, and making it an environment
in which he could not work. This is an example of
A. a kickback.
B. backdoor selling.
C. bribery.
D. sexual harassment.
E. deception.
For which of the following products would samples be most effective as a sales aid?
A. Flame thrower
B. Funeral service
C. Carpet cleaner
D. Life insurance
E. None of the above
While a salesperson was trying to sell a new textbook, the professor began to complain
about the rising cost of textbooks. The salesperson responded with: “Yeah, it’s not cheap
to get quality education these days.” Then, after a pause, the salesperson continued,
“Say, did I tell you who wrote the test bank that comes with this book?” Which method
did the salesperson use to deal with this objection?
A. Direct denial
B. Acknowledge
C. Postpone
D. Referral
E. Compensation
_____ refers to competitors working together while the customer is making a purchase
decision.
A. Defamation
B. A tying contract
C. A conspiracy
D. Reciprocity
E. Collusion
Neva Tire Company has divided the state of Tennessee into three territoriesEast,
Central, and West. Salespeople are based in Knoxville, Nashville, and Memphis to
cover these three territories. Based on this information, it can be said that these
salespeople are:
A. temporary employees.
B. paid a straight commission.
C. paid a straight salary.
D. geographic salespeople.
E. product specialists.
Which of the following is a realistic sales call objective for a first call regarding a
product that would require a large capital investment?
A. To secure an order
B. To send the prospect a brochure that lists the products of the selling firm
C. To get the prospect to identify all the other members of the firm who play key roles
in the firm’s decision-making process
D. To get the prospect to change over to the new product being offered
E. All of the above
Explain lowballing.
Discuss the differences between solo exchanges and functional relationships.
How could the owner of a movie theater calculate the profitability of buying a new
self-buttering popcorn machine today, rather than postponing the purchase?
How do field salespeople differ from inside salespeople?
What does diagnostic feedback provide to salespeople?
A manufacturer of sporting goods is considering the purchase of a new computer
system that will affect nearly every operation within the company. The company’s
marketing vice president is concerned about how the change will affect the short-term
efficiency of the company’s shipping department. Discuss how a champion can make
the change go more smoothly.
List a few items that are often negotiated between buyers and sellers.
What is the difference between a house account and a key account?
Briefly define corporate culture.
After Sebastian had purchased the HEP-A vacuum for $819, he became worried that he
could have gotten a vacuum cleaner just as good for less money if he had continued
searching. Identify the term that best describes Sebastian’s feeling of anxiousness.
What should salespeople do to make a good first impression?
Describe a customer value proposition.
How is a functional rsum organized?
What is another name for a national account manager (NAM)? What is their profile?
What determines the effectiveness of testimonials?
What are the characteristics of relational partnerships?