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The memorized sales presentation is effective when the product is technical.
Developing and using sales territories allows management to match salespeople to
customer's needs in a better way.
A salesperson's persuasive abilities are improved with an enthusiastic attitude and
effective proof statements.
"Government" is an organization that supplies goods and services to households and
firms.
The promotional element of the marketing mix is designed to increase company sales
by communicating product information to potential customers.
The need-satisfaction sales presentation is highly structured.
An ethical dilemma arises in a situation when each alternative choice has some
undesirable elements due to potentially negative ethical consequences.
Given that sales jobs offer higher nonfinancial rewards than most other areas of
corporate America, the compensation of salespeople is typically lower than that of
workers in areas like production who are at a comparable level in the organization.
Planning a sales call reflects professionalism and generally increases sales.
A salesperson using a direct suggestion on a prospect might begin by saying, "Mr. and
Mrs. Smith, just imagine never having to worry about money after your retirement."
Discussion, role playing, and on-the-job training are the three primary training
methods.
Needs and wants are the motivational forces behind human behavior.
Satisfied customers help salespeople make new sales.
In general, using statements or demonstrations in the approach is more effective than
asking a prospect questions.
The T-account close is also called the minor-points close.
A salesperson working under a combination salary plan receives both a base salary and
a commission or bonus.
A beneficial promotional device for a company is having its sales force help prospects
and customers to evaluate products on the market.
Many companies offer customers various types of discounts, which are usually
developed at the business unit level by the firm's product managers.
A practical objection is considered as a(n) _____ objection.
A. covert
B. superficial
C. psychological
D. physiological
E. overt
Which of the following is the best definition of recruitment?
A. Selecting and compensating candidates for specific job positions
B. Posting advertisements to locate competent job applicants
C. Searching for, finding, and interviewing people for a job
D. Identifying the necessary tools for employee selection
E. Designing assessments to compare job applicants
Stage Technologies
Stage Technologies is a London-based company that supplies engineering solutions for
the entertainment industry. It has helped the boy-band Westlife make a flying entrance
onto stage and provided stage-rigging packages for the Princess cruise line. The
company was established in 1994 after a couple of production designers decided that
the automation of theater productions could be done more safely and more efficiently
by using modular production rather than the old "build-as-needed" formula. The
company installs wenches, stage lifts, and other equipment commonly used in stage
productions. The equipment is designed so it can be operated from a single console
without heavy lifting. Both opera companies and theaters see the benefit of such a
system, but many are reluctant to buy because of perceived costs.
Joseph Harris is the company's best salesperson. Harris is making a sales call on the
manager of a theater that is planning to perform three plays this season that include
complicated lifting, flying, and a working trapdoor. The manager is aware of the time,
labor, and monetary costs involved in staging these productions and wishes there was
an easier way to produce the three plays.
Harris should most likely use the acronym L-O-C-A-T-E to:
A. explain the physical characteristics of the product.
B. determine the manager's personality type.
C. uncover the important needs of the manager.
D. create a bond between himself and the manager.
E. deal with the manager's price objections.
The salesperson has just asked the prospect to order three cases of pet flea collars, and
his prospect says, "I want to think it over." Which close is recommended for this
situation?
A. Probability
B. Modified balance-sheet
C. Minor-points
D. Assumptive
E. Balance-sheet
Which formula best describes the relationship among price, cost, and value?
A. Cost/Price = Value
B. Price/Value = Cost
C. Value/Price = Cost
D. Cost/Value = Price
E. Price*Cost = Value
The sales manager for Humphrey Electronics is preparing a written statement that
describes what a salesperson is expected to do, how he/she will do it, why these duties
are important, and the salary range for the position. The document the manager is
working on is called a job:
A. analysis.
B. description.
C. evaluation.
D. posting.
E. metric.
In what order are the feature, advantage, and benefit presented in the following
statement? "This television's solid-state design produces a more vivid picture, which
will make your television viewing more enjoyable."
A. Feature, benefit, and advantage
B. Advantage, feature, and benefit
C. Feature, advantage, and benefit
D. Advantage, benefit, and feature
E. Benefit, advantage, and feature
Which type of suggestion method seeks to create doubt about a competitor's products?
A. Suggestive proposition
B. Empathic suggestion
C. Manipulative suggestion
D. Autosuggestion
E. Indirect suggestion
A salesperson should use probes to:
A. obtain information from the prospect.
B. control the motivation of the prospect.
C. maintain one-way communication.
D. limit prospect participation.
E. create a buyer-seller chain of command.
Businesses that have a selling orientation:
A. emphasize the product over all other marketing mix elements.
B. train salespeople to analyze customer wants and needs.
C. emphasize long-term planning and globalization.
D. identify customer wants before making products.
E. pursue consumer satisfaction as a primary objective.
Coca-Cola
For decades, people in Rome, Georgia, drank more Coca-Cola per capita than anywhere
else in the world. That success has been attributed to the Barron family who were the
local bottlers for Coke products. The Barrons believe that their success was due to
customer loyalty. Through most of the twentieth century, the bottler cultivated small
retailers and worked hard, selling Coke from stores to schools to doorsteps. The
personal service is remembered by people who grew up in Rome. When someone
passed away, the Coke salesperson would leave a couple of cases on the deceased's
family's front porch.
In Rome, the small retailers that sold Coke products were an important part of the
_____ element of the marketing mix.
A. price
B. production
C. product
D. promotion
E. distribution
Which of the following can be used to calculate the costs and revenues of sales
territories? A. ELMS system
B. Break-even analysis
C. Multivariate territorial analysis
D. Keystoning
E. SWOT analysis
According to self-concept theory, which term refers to how people see themselves?
A. Real self
B. Self-image
C. True self
D. Ideal self
E. Looking-glass self
It is said that "The customer is always right." But according to the text the customer is
wrong when:
A. demanding fast delivery of a product.
B. requesting a refund for damaged goods.
C. lodging an unfounded complaint.
D. asking for a manufacturer's discount.
E. requesting terms that harm the seller.
The trial close allows the salesperson to determine whether:
A. the prospect likes the features, advantages, or benefits of the product.
B. the salesperson will meet the organization's monthly sales quota.
C. the salesperson should use one-way or two-way communication.
D. the prospect has the purchasing power to buy the product.
E. the prospect is in the conscious state of mind.
Ben, a computer systems salesperson, is compensated by his firm with a drawing
account plan. At the beginning of each month, Ben receives $1,000. This month, Ben's
sales resulted in commissions of $2,500. What will most likely occur as a result?
A. Ben will receive an additional $3,500 from the firm.
B. Ben will receive an additional $2,500 from the firm.
C. Ben will receive an additional $1,500 from the firm.
D. Ben will pay the firm $1,500.
E. Ben will pay the firm $1,000.
Innovative Installers
Innovative Installers provides a variety of services related to office space and
relocations including installation services. Innovative Installers is owned and operated
by Mierzett Evans and his sister Glenda Heldris. The company uses a variety of
marketing methods including a Web site, cold calls, and direct mail. Evans and Heldris
believe the company could better communicate with potential customers who may not
know of the company's existence.
Evans and Heldris are expressing concern about:
A. their preapproach.
B. their choice of sales presentations.
C. prospecting.
D. handling objections.
E. the entire sales process.
Which government agency has the greatest influence on sales force staffing?
A. EEOC
B. ADA
C. DOL
D. BBB
E. BLS
To make the most efficient use of computers as sales tools, salespeople should use
their personal computers to:
A. play challenging games.
B. make additional cold calls.
C. help them avoid poor closings.
D. improve their personal productivity.
E. create personal blogs about selling.
As a sales rep for Healthtex, Linda plans her activities for the next week; she
establishes a fixed day and time to visit each customer's place of business. She is
engaged in the process of:
A. account grouping.
B. routing.
C. customer allocation.
D. accounts mapping.
E. scheduling.
A manager who is participating in a college job fair to locate potential applicants for
his company's entry-level sales positions is engaged in:
A. job forecasting.
B. job analysis.
C. directing.
D. staffing.
E. organizational design.
What is the salesperson's best course of action when dealing with a hidden objection?
A. Using a trial close
B. Ignoring the objection
C. Forestalling until the closing statements
D. Trying to uncover the objection with questions
E. Countering the objection with a proof statement
The first three steps involved in developing the customer benefit plan, in their correct
order, are:
A. developing marketing plan, selecting FAB, and developing business proposition.
B. developing benefits, developing business proposition, and developing marketing
plan.
C. developing marketing plan, developing business proposition, and closing the sale.
D. selecting FAB, developing marketing plan, and developing business proposition.
E. developing business proposition, developing marketing plan, and closing the sale.
Ryan Hester sells building supplies. His annual sales equal $450,000. His total fixed
costs annually equal $75,000. The cost of goods sold annually is $335,000. Ryan's
break-even point in terms of total sales is approximately:
A. $198,000
B. $218,600
C. $224,000
D. $293.000
E. $315,200
What is the most reliable and effective method for finding new prospects?
A. Cold canvassing
B. Direct mail
C. Networking
D. Telemarketing
E. Observation
