Easy goals are more motivating than challenging goals because of the satisfaction that
comes from always succeeding.
The expansion stage of the relationship development process involves efforts by both
parties to investigate the benefits of a long-term relationship.
It is better to have a prospect say, “No thanks,” rather than voice their concerns during a
presentation as this allows the salesperson to move on to other potential customers.
A primary advantage of e-mail communication is that it makes it easy for salespeople to
develop rapport with their customers.
Activity goals are important because they reflect how efficiently the salesperson uses
resources, such as time, to accomplish performance goals.
Knowledge of the customer, the product, the industry, and the competition are all
necessary to the success of a salesperson.
After being accused of overcharging, Brian steps back and redirects the negotiation
back to the issues that were initially being discussed. Brian is engaging in negotiation
jujitsu.
The use of supplier management systems to discover current suppliers with whom
partnership may be possible occurs in the commitment stage of the relationship
development process.
KSAs are an asset, and like any asset, they decay or depreciate if you do not continue to
invest in them.
Ben, a salesman, would like to sell his prospect three dozen handheld mixers. However,
he would be willing to settle for just selling six of themthat would be his minimum
sales call objective.
A buyer can spot nongenuine nonverbal signals from salespeople.
A salesperson lacking goals will drift around their territory, wasting time and energy.
Instead of inviting a special group of prospects, seminars should be open to the public
and discuss topics of general interest.
When using social media to find prospects, salespeople trying to apply a pull strategy
should use tactics like seller blogs, wikis, and video blogs.
Once set, a negotiation agenda should not be changed during a negotiation session.
In sales terms, complacency is assuming that the business is yours and will always be
yours.
The conversion ratio is the total number of sales made in a month.
In the context of credit terms, 2/10, n30 indicates a discount of two-tenths if paid within
30 days.
When someone purchases the same product out of habit, that pattern is known as
attitudinal loyalty.
The functions of order entry, billing, credit, and employee compensation require each
company to have a customer service department.
Extranets are external databases that salespeople use for data mining purposes.
If a salesperson determines that an individual is a good candidate for making a
purchase, the individual is called a lead.
Salespeople should hand out a testimonial to every prospect.
Salespeople often use online tools like LinkedIn, Facebook, and Twitter to prospect for
new customers and maintain contact with existing customers.
If a buyer objects to gain more information, the possibility of getting commitment is
good.
In dealing with prospects and clients, an occasional white lie is an absolute necessity for
continued relations.
Buying out of habit can reduce shopping costs and increase profit when past experience
can indicate future satisfaction.
The most appropriate presentation technique for use with adaptive selling is the canned
method.
Once a customer has committed to a partnership, less work is needed to maintain the
relationship.
A measure that retailers use to assess the return on their space investment is sales per
square foot or sales per shelf foot.
Which of the following statements is the best example of a buyer offering their own
requirements?
A. Our computer specialist must confirm that this new inventory system will work with
our accounts receivable program.
B. Oh good, that cherry color matches the dcor in our waiting room.
C. I like the way your company responds to service requests.
D. This software is much better than the one we are currently using. It will make it
much easier to process customer data.
E. Do you have training facilities for our staff?
Which of the following statements is true about a trial order?
A. Salespeople who get a trial order have a real commitment from their buyer.
B. A trial order is also known as a trial close.
C. Trial orders are unsuitable for a product that must be used to be appreciated like
equipment for cleaning up oil spills.
D. Often a buyer will agree to a trial order just to get rid of a salesperson.
E. With a trial order, the buyer is committed to investing all the time needed to get the
full benefit of the product or service purchased.
When Tony sells his company’s line of labor-saving kitchen appliances to Tom King,
the owner of Tom’s Chinese Delights-a small but popular diner-he carries a few samples
with him and demonstrates how swiftly one can chop, slice, or grate vegetables and
fruits using his product. When Tony sells the same product to Franklin Towers-a luxury
hotel-he shows its managers a list of other highly reputed hotels that already use his line
of kitchen appliances. This ability to vary his sales presentation indicates that Tony is
practicing _____ selling.
A. reactive
B. fixed
C. outlined
D. adaptive
E. methodological
A salesperson who is unable to strike a proper balance between time spent in acquiring
information and time spent making sales calls is likely to be experiencing _____.
A. research myopia
B. analysis paralysis
C. cognitive dissonance
D. data blindness
E. customer reticence
Which of the following statements is true about a job interview?
A. One difference between sales calls and job interviews is that needs do not have to be
identified in the job interview.
B. Most interviewers would perceive you to be excessively insecure if you took notes
during a job interview.
C. Periods of silence should be avoided during the interview.
D. It is important not to seem over eager at the close of the interview, so avoid asking
for a commitment from your interviewer at this time.
E. Be sure to learn when you can expect to hear from the company.
If the salesperson for a paint manufacturer promised a purchasing agent that a certain
brand of paint was mildew-resistant (when it was not), the salesperson:
A. gave an expressed warranty.
B. resorted to collusion
C. should have given further credibility to the statement by adding, “Let the buyer
beware.”
D. gave only an implied warranty
E. none of the above
Which of the following is most likely to occur in the commitment stage of developing
partnerships?
A. Evaluating after-sales services
B. Gathering precall information
C. Managing change
D. Cold calling prospects
E. Getting an initial order
_____ are long-term market exchanges in which buyers purchase out of habit or
routine.
A. Strategic partnerships
B. Tactical relationships
C. Relational partnerships
D. Functional relationships
E. Routine partnerships
Which of the following is recommended as a good way to deal with jitters when making
a sales presentation?
A. Realizing that professional salespeople do not get nervous
B. Apologizing to the buyer for being nervous before the presentation
C. Avoiding the use of visuals because they will distract the buyer during the
presentation.
D. Avoiding the use of any stress management techniques before the presentation
because it will alert the prospect of the nervousness
E. None of the above
Arnold is a salesperson. His company’s compensation plan involves paying him 14
percent of the total sales he makes per month. This 14 percent is known as the:
A. straight salary.
B. draw.
C. commission base.
D. commission rate.
E. bonus.
The new deep-frying system installed in Roger’s Deli is exactly like the old one except
that it uses less electricity$10 less electricity per day when compared to the old fryer.
Assume that there are 21 workdays per month when the fryer is in use. Which of the
following is the most accurate estimate of the payback period for the $1,500 investment
in the new fryer?
A. A little more than seven months
B. A little less than six years
C. A little over 9.5 years
D. 12.5 years
E. None of the above
Each quadrant of the social style matrix defines a different type of personality. People
who are low on assertiveness and high on responsiveness are called:
A. drivers.
B. expressives.
C. amiables.
D. analyticals.
E. gatekeepers.
Which of the following statements about organizing knowledge of sales situations and
customers into categories is true?
A. Product knowledge is more important than knowledge of sales situations.
B. Categorizing sales situation and customers is often done on an arbitrary basis.
C. The benefits of organizing knowledge into categories are limited to the group of
salespeople developing these categories.
D. Most salespeople find that three categories are sufficient to classify their customers.
E. By developing categories, salespeople free up mental capacity to think more
creatively.
Which of the following statements about response time is true?
A. Response time is the time between when the salesperson sends a message and the
prospect responds to it.
B. E-mail messages have a greater degree of interactivity and thus faster response time
than telephone conversations.
C. A salesperson should use fax rather than telephone communications because it has a
shorter response time.
D. Because of nonverbal communications, face-to-face communications have the
slowest response time of all communications methods.
E. Response time is the time when the prospect is most receptive of the sales message
due to the absence of noise.
As Betty progresses through her sales presentation, she notices that the customer begins
to blink his eyes rapidly, almost once per second. Betty:
A. becomes excited since that is a sign of interest by the customer.
B. becomes concerned because that is a sign the customer is stressed.
C. becomes excited because it indicates the customer is ready to close the deal.
D. becomes concerned because it indicates the customer is bored.
E. all of the above.
When a company uses a group of salespeople to support a single account, it is
employing the _____ approach.
A. crew selling
B. referral opening
C. multilevel marketing
D. team selling
E. customer orientation
Karen said to the sales rep of the resort, “Your resort is away from the city and does not
provide pick-up and drop facilities.” The sales rep replies, “Yes, I know our resort
facility is away from the city. The serenity and beauty of this area is conducive to very
productive executive retreats.” The sales rep for the resort was using the _____ to deal
with Karen’s objections.
A. submissive method
B. “turn the tables” method
C. compensation method
D. indirect denial method
E. acknowledgement method
Which of the following statements about sales call objectives is FALSE?
A. The primary objective of every sales call is to make a sale.
B. An objective should be established for every sales call.
C. Sales call objectives should be specific.
D. Sales call objectives should be measurable.
E. Sales call objectives should be aimed at customer action.
After building awareness, the next stage in the development of a partnership is:
A. recognition.
B. expansion.
C. exploration.
D. commitment.
E. insight.
_____ systems are used to forecast sales, develop production schedules, and select
delivery dates that minimize costs.
A. Efficient consumer response
B. Total quality management
C. Supplier relationship management
D. Zero-defect management
E. Material requirements planning
Which of the following statements about the use of humor in sales presentations is true?
A. If used at all, humor should always be derived from the buyer’s personal experiences.
B. The punch line of the joke should be subtle so that the buyer is left to guess the idea.
C. Laughing over a good joke will help build rapport and put everyone at ease.
D. It is best to use jokes available on the Web because they are assured to make the
buyer laugh.
E. All of the above.
The physical space between two people who are interacting can be divided into four
zones. The zone closest to a person (two feet or less) is called the _____
A. social zone
B. personal zone
C. public zone
D. receptive zone
E. intimate zone
Which of the following statements is true of common goals?
A. Common goals are important for the establishment of a strategic partnership.
B. Common goals help to sustain a strategic partnership when the expected benefits are
not realized.
C. Common goals give both members of the strategic partnership a strong incentive to
pool their resources.
D. Common goals allow partners in a strategic relationship to focus on opportunities
rather than arguing about how profits are divided between them.
E. All of the above.
A product demonstration:
A. automatically leads to a sale.
B. allows prospects to check if the product works the way the salesperson claims.
C. occurs only after a prospect has been assured a significantly high return on
investment for a product.
D. often distracts a prospect from the reason for a sales call.
E. none of the above.
Which of the following statements is true about an interviewee?
A. During the approach phase of the interview, the interviewee would need the same
type of attention getter just as he/she would in a cold call.
B. The interviewee should come to the interview prepared to take notes, especially
when asking about the company.
C. The interviewee should remember that it does not make any difference in the
interview whether the interviewer is a personnel manager or a sales manager.
D. The interviewee should not engage in social amenities at any time during the
interview.
E. None of the above statements are true.
The two types of market exchanges are:
A. functional and strategic relationships.
B. tactical and behavioral exchanges.
C. solo exchanges and functional relationships.
D. tactical exchanges and profit relationships.
E. one-sided relationships and bipartisan exchanges.
If Berylia Nursery Company quotes an FOB origin price to a plant retailer, it indicates
that:
A. the retailer will be reimbursed for all plants that died in transit.
B. Berylia will pay all shipping costs.
C. the plant retailer will pay all shipping costs.
D. Berylia and the retailer will split the shipping costs.
E. Berylia will take complete responsibility for the product until it is placed in the
retailer’s hands.
A(n) _____ is incentive pay for overall performance in one or more areas.
A. sales quota
B. bonus
C. salary
D. gratuity
E. activity quota
In which of the following situations is the benefit summary method for obtaining
commitment best used?
A. Getting a reorder on latex gloves
B. Purchase of a corporate jet that takes several meetings to hammer out all the details
C. A customer placing an order for a particular dish at a restaurant
D. Purchase of lobster to be served at a wedding feast
E. None of the above
Material requirements planning and electronic data interchange are elements of:
A. just-in-time inventory control.
B. value analysis.
C. total quality management.
D. vendor analysis.
E. life-cycle costing.
A balanced presentation occurs when a salesperson:
A. creates very high expectations from his product or service in the prospect’s mind.
B. allows equal speaking time for both the salesperson and the prospect.
C. provides adequate focus on all sides of the sales situation.
D. proves consistently that the competitor’s products have nothing better to offer.
E. avoids any comparison of his offer with that of his competitors.
A manufacturer of lawn furniture wants to sell its furniture to a large chain of resorts.
The buyer and seller prepare for the negotiations. Which of the following items are
likely to be covered during the negotiations?
A. Credit terms and delivery terms and conditions
B. How complaints will be resolved
C. Delivery schedules
D. How the furniture will be designed
E. All of the above
What is social networking? What are the implications of this form of communication
for salespeople?
What impact does a salesperson’s statement have when he or she acts as an agent?
What is the best response to a buying team that attempts lowballing?
Books You Demand bookstore received an invoice dated May 2 from a publisher that
read, “2/10, n/30” and informed the owner that she owed a total of $600. What
percentage of discount does she get if she pays on May 3?
What should be included in a salesperson’s porfolio?
What is the first step in ensuring you have a happy and successful career in sales?
Cory is making a presentation to a group of buyers from an agricultural co-op. One of
the buyers offers an objection to Cory’s products. What is the first thing Cory should
do?
Ryan receives an extra payment at the end of the quarter based on his sales
performance. Which type of compensation does he receive?
A family-owned and operated company sells collectible items through the mail. The
company is preparing to outsource its distribution department within the next 4 weeks.
This will mean letting go or reassigning about one-third of its work force. Also, the
employees must learn how to use the new computerized system even though many of
them have resisted other forms of computerization earlier. Evaluate the resistance to
change that exists in this company in terms of the two critical elements to consider
when making such a change.
Which is the first source of information that a salesperson can use while using the
Internet to gather precall information?
The city of Marowa is considering contractors to build a new sports complex. What
factors will likely influence the university’s buying decision?
How can testimonials be used to improve a salesperson’s credibility?
How are objections beneficial to salespeople?
Describe the personality profile for the ideal salesperson.
A customer has agreed to buy a multi-million dollar oil well drilling platform from
Tara’s company. As a salesperson, what are the three important points that Tara needs to
remember as she gets her buyer to sign on the form and formalize his commitment to
buy?
As a sales job category, what tasks do missionary salespeople perform?