According to the text, emotional intelligence can most likely be increased by using:
A) partnering relationships
B) transactional sales methods
C) non-verbal communication tools
D) empathizing techniques
E) self-development activities
You have covered the major points of the sales presentation and detected considerable
buyer interest, but you feel that the prospect will not be able to put the entire picture
together without help. Which type of closing would be most appropriate?
A) balance sheet close
B) management close
C) summary-of-benefits close
D) trial close
E) assumptive close
Which of the following is another benefit to a salesperson of learning to style flex, aside
from putting the customer at ease?
A) Style flexing improves a salesperson’s acting skills, which helps the salesperson to
persuade reluctant buyers to place orders.
B) Paying attention to the customer’s communication style helps the salesperson better
understand the customer’s product or service needs.
C) Additional time spent with a customer helps the salesperson to create a positive
relationship that will likely result in closing the sale.
D) Customers are more likely to purchase from salespeople who seem successful, so it
is important for salespeople to make sure that their own personal styles are current.
E) Style flexing allows a salesperson to divide customers into four groups, write one
script for each, and standardize sales calls.
“The certificate of deposit represents a safe investment, but you may want to examine
some options that will give you a better return on your investment. Completion of our
Financial Planning Profile questionnaire can help us identify investment options.”
These statements are most likely an example of a(n) ________ approach.
A) observation
B) question
C) survey
D) method
E) combination
A form that serves as a communications link with persons who can assist with customer
service is called a:
A) service card
B) follow-up card
C) product service card
D) call report
E) product service report
Braeden Innovations is a company that sells database systems and software integration
packages to schools and universities. Jameson Kilpatrick is a field sales representative
with Braeden Innovations. As a field sales representative, he makes sales presentations
in person and contacts clients and prospects by phone, email, text, and in person. He
enjoys the variety of his daily schedule, but is occasionally overwhelmed by the amount
of travel he must do.
One of Jameson’s biggest challenges is keeping track of expense reports and
reimbursements. Braeden’s policy is to have employees pay for expenses and then
reimburse them when they submit receipts for their expenses. To make sure he is
reimbursed for his trip expenses, Jameson should:
A) ask the sales department’s administrative assistant to complete and submit the
reports when she has a chance
B) invest in a machine that scans his receipts in so he can print out copies of them when
he returns from his trip
C) email his manager and cc the accounting department every week with a list of
outstanding reimbursements
D) take an online course in Excel to get better at keeping track of his expenses
E) submit his expense reports and receipts immediately after completing each trip
Which of the following efforts is used by progressive marketers to improve the quality
of the prospecting process?
A) Shorten the sales cycle by quickly determining which new prospects are qualified.
B) Reduce the number of prospects who board the “Ferris wheel.”
C) Avoid the temptation of developing quality standards, which disrupts the prospect
flow.
D) Increase the use of telemarketing efforts to identify likely prospects.
E) Make more cold calls to increase the volume and quality of prospects in the pipeline.
Which of the following should LEAST likely be kept by salespeople?
A) shipping labels
B) customer files
C) call reports
D) expense records
E) sales records
Aspen Stewart is one of five sales managers at a sports equipment company. She and
the other sales managers are under pressure from management to keep their teams of
sales representatives motivated and hitting their sales quotas. Because of that, Aspen
has studied psychology and motivation, and is always looking for better ways to
motivate her team.
The sales managers and director of sales need to evaluate sales production levels. The
company’s policy has been to compare each sales representative’s sales to their sales the
previous year. Which of the following is the strongest argument for changing this
method of evaluation?
A) Sales representatives do not always sell the same amount each year.
B) Sales representatives should not be evaluated by the amount that they sell.
C) Changes in products or prices can change sales amounts, so yearly figures are not
comparable.
D) Because of the product life cycle, amounts should be compared quarter to quarter,
not year to year.
E) Comparisons should be made to the group as a whole, not to individuals themselves.
Sales departments and marketing departments often compete for:
A) the largest number of employees in the company
B) the biggest customers
C) financial resources and budget share
D) management’s favor
E) product to give away
The sales director of a medium-sized company selling chemicals to the lumber industry
has analyzed sales and found serious problems with the closing rate of sales
representatives relative to the number of prospects. The sales director commissioned a
research company to analyze the numbers in the CRM system and conduct interviews
with prospects who became customers as well as with prospects who did not buy from
the company. He also hired a sales training consultant to analyze the sales
representatives and the training they receive.
The sales director and consulting team discuss changing the entire sales model for the
company by eliminating the sales representatives altogether and allowing customers to
order on their own from the company Website. What is the best argument against this
plan?
A) The sales representatives rely on the income they receive from their jobs.
B) The products are complex and frequently require product configurations.
C) The company will need to alter its strategy to one based on e-commerce.
D) The products require quotation management systems for tax purposes.
E) A request for proposal is required for all government sales.
The win-win strategy can best be summed up by which of the following statements?
A) Both buyer and seller come away from the negotiation having given up something
they originally wanted.
B) Both buyer and seller come away from the negotiation feeling that their best
interests have been served.
C) Both buyer and seller come away from the negotiation feeling that they have made a
new friend.
D) Neither buyer nor seller comes away from the negotiation feeling that they have
made progress.
E) Neither buyer nor seller comes away from the negotiation having given up anything.