Field selling is typically more demanding than inside selling because field selling:
A. involves working at the employer’s location where the salespeople are monitored
very closely.
B. involves very little interaction with customers, thus making it difficult to establish a
long-term relationship.
C. involves more intense customer interactions where the salesperson has to engage in
problem solving.
D. involves responding to customer-initiated requests.
E. involves communicating with customers by telephone or computer which can get
very tiring.
In the case of insight selling, salespeople target those prospects who:
A. constitute their current and satisfied group of clients.
B. purchase stock centrally from the home office of their company.
C. demonstrate a sluggish approach toward making purchase decisions.
D. do not have a clear understanding of what they need and are in a state of flux.
E. require consultants or system integrators to begin their operations.
Before Janice calls on a client to sell her company’s inverters, she collects information
about what the client needs. During the sales presentation, she focuses on the overall
power consumption and power backup needs of the client and highlights how
purchasing her product will substantially benefit the client’s operations. Janice most
likely uses the _____ method of giving sales presentations.
A. canned
B. outlined
C. question and answer
D. customized
E. informal
Mandy works for a company that sells wholesale products to grocery stores. She is
unsure whether she should spend her time in convincing store owners to carry her
company’s products or in promoting the products to support her company’s pull
strategy. Mandy is experiencing:
A. ambiguous control.
B. subliminal stress.
C. directional incoherence.
D. role ambiguity.
E. indecisive implementation.
Identify a common method of applying this technique or quantifying the solution.
A. Cost-benefit analysis
B. Return on investment
C. Net present value
D. Payback period
E. All of the above
Which of the following is an example of a tying agreement?
A. Jon refuses to buy office supplies from anyone but Bridget.
B. In order to carry a highly successful organic cleaning compound, Nature’s Survival
Store has to carry a much less successful line of laundry detergent made by the same
company.
C. Traveler’s Rest, a travel agency, agrees to buy its insurance needs from the Nathan
Dean Insurance Agency if the agency agrees to let Traveler’s Rest handle the owners’
travel plans.
D. A paper supply company agrees to give Harridan Industries a free case of paper
towels for every dozen cases it purchases.
E. A salesperson tells a contractor that its paint is mildew-resistant when it is not.
Before going into a prospect’s office, the secretary advised the new salesperson that her
boss likes facts and figures and is suspicious of anyone who tries to establish a personal
relationship with him. With the secretary’s description, the salesperson would most
likely conclude that the prospect falls under the category of:
A. drivers.
B. expressives.
C. amiables.
D. analyticals.
E. avoiders.
According to the social style matrix, when selling to an amiable prospect, a salesperson
should:
A. avoid establishing any long-term relationship.
B. stress the product’s benefits in terms of its effect on the satisfaction of employees.
C. highlight the power, prestige, and authority the prospect would gain from the
purchase.
D. try to close the deal with a quick purchase decision.
E. create a presentation that would appeal to a risk taker.
To sell to Joann, you need to appeal to her ego. She’d rather hear that your new product
will make people notice her as an innovative leader than be told about the cost savings
it will provide or that employees will benefit from it. Joann’s social style best fits the
description of _____ according to the social style matrix.
A. drivers
B. expressives
C. amiables
D. analyticals
E. motivators
Which of the following serves as a foundation for a successful, long-term relationship?
A. Mutual trust
B. Organizational support
C. Common goals
D. Open communication
E. All of the above
The face is one source of nonverbal communication. Which of the following statements
about reading the messages communicated by someone’s face is true?
A. The lips are the most important area of the face to watch to determine if the person is
really listening.
B. When someone stares at you, it indicates a strong desire to please.
C. Cultural differences exist concerning eye contact between individuals.
D. The tightening of the facial muscles indicates a strong interest in what is being said.
E. Eyes cast down indicate that the listener is bored.
Mack is a salesperson. His _____ for next year is to sell $525,000 worth of merchandise
in his territory.
A. sales quota
B. revenue quota
C. sales commission rate
D. budget bogey
E. commission bases
Angela is a salesperson for KSU exercise equipment. She wants to sell deluxe exercise
stations to Silver Workout Centers. Hans is the assistant regional director of Silver
Workout Centers in the greater Chicago area, and is acting as a champion for Angela’s
product. We should expect all of the following EXCEPT:
A. Hans will prevent Angela from meeting the members of the buying center at the
home office.
B. Hans will sell Angela’s proposal at the home office in her absence.
C. Angela will provide Hans with a lot of information about her proposal and
equipment.
D. Hans will be promoting the exercise equipment to other members of the buying
center.
E. Angela will motivate Hans by showing him how the equipment meets Silver’s needs
as well as his own.
Which of the following describes a limitation associated with the use of the social style
matrix as a sales training tool?
A. It bases the classifications on communication style and not on communication
content.
B. It requires the salesperson to not deviate from the strategy as designated by the
method.
C. It increases the number of performance appraisals done annually.
D. It has a large number of subcategories, which may need to be used for customers that
are difficult to label.
E. It is costly to implement.
_____ occurs when salespeople make unfair or untrue statements to customers about a
competitor, its products or its salespeople.
A. Collusion
B. Business defamation
C. Conspiracy
D. Reciprocity
E. Tying agreement
Quinton is a sales representative for Hawk Eye Surveillance Solutions, and it is his job
to sell the closed circuit cameras his company manufactures. During a meeting with
Jimmy, the owner of a very popular bookstore, Quinton wants to highlight the need for
his product. He asks Jimmy, “What impact does inventory shrinkage have on your
ability to make a reasonable profit?” In the context of the SPIN technique, Quinton is
using a(n) _____ question here.
A. situation
B. problem
C. implication
D. benefit
E. need payoff
While Martin was waiting in his prospect’s office, he noticed the prospect’s degree,
vacation photographs, and awards hanging on the wall behind his prospect’s desk.
Martin was engaging in _____ that would serve as a basis for _____.
A. benefit assessment; presentation balance
B. FAB analysis; an introduction opening
C. office scanning; small talk
D. rapport building; a trial close
E. none of the above
Sonya showed the office manager at Arunden Solutions how he could pay for the new
copier she was selling by bringing more of Arunden’s printing jobs in-house, and saving
money that had previously been spent on local printers. Sonya is using _____ to
quantify the solution.
A. cost-benefit analysis
B. return on investment
C. net present value
D. payback period
E. opportunity cost
Which of the following would be classified as an objection related to the source?
A. “Isn’t your company new in this field? I’m not sure if I can take this risk.”
B. “How do I know you’ll meet that delivery schedule?”
C. “We can’t make a reasonable profit if we have to pay that much for merchandise.”
D. “Sorry, we’re all stocked up.”
E. “I was looking for a lighter shade of red.”
When the buyer-seller relationship has reached the _____ stage of partnership
development, there is a stated or implied pledge to continue the relationship.
A. culmination
B. pinnacle
C. commitment
D. expansion
E. covenant
A salesperson will find that he or she is called upon to use the greatest creativity when:
A. selling to new prospects rather than present customers.
B. selling office furniture rather than business insurance.
C. receiving customer orders in the firm’s telemarketing center rather than going to the
customer’s place of business.
D. selling repairs on a company’s existing photocopying machine rather than persuading
the firm to buy a new copier.
E. selling to consumers who are buying vegetables rather than a new home.
After a full day of taking tests and attending interviews, Candace and two other job
candidates from other universities were taken to a conference room by several
executives of Poly-Tex, Inc. Candace and the other candidates were further evaluated
here. This is an example of a _____ interview.
A. group
B. mass
C. panel
D. gang
E. batch
During her second interview with Poly-Tex, Inc., April was jointly interviewed by the
sales manager, the personnel manager, and a sales rep for Poly-Tex. They each had
several questions for April. This interview was a _____ interview.
A. group
B. stress
C. panel
D. tension
E. batch
Studies have shown that using customer relationship management systems:
A. hinder the ability of salespeople to provide a customized sales presentation.
B. have a positive impact on being adaptive while selling.
C. reduce the versatility of the salespeople.
D. provide complete access to all details of customers to all employees of a company.
E. help firms create automated relationship correspondence systems.
Ambush negotiating:
A. can occur during meetings prior to the negotiation meeting.
B. is also called a sneak attack.
C. can occur during installation of a new product.
D. is a win-lose tactic of beginning to negotiate.
E. is accurately described by all of the above.
Which of the following pairs of individuals are most receptive to small talk?
A. Amiables and expressives
B. Analyticals and drivers
C. Analyticals and amiables
D. Drivers and expressives
E. Amiables and drivers
Which of the following statements about the relationships between buyers and sellers is
true?
A. Both the buyer and the seller in a strategic partnership are primarily interested to
pursue their own self-interests.
B. Members of strategic partnerships make significant investments for the sake of the
relationship.
C. Market exchanges offer buyers and sellers very little flexibility but require a high
level of investment.
D. Concern for the other party is highest in a solo market exchange.
E. Trust is lowest in a strategic partnership.
A sales call allocation grid classifies accounts according to account opportunity and
strength of position. The account opportunity dimension indicates:
A. the value of resources the salesperson is able to focus on a customer.
B. how conveniently the sales rep is able to contact a customer and travel to the
customer’s location.
C. how much a customer needs the product and whether he/she is able to pay for the
product.
D. how strong the company and salesperson’s position are with a customer.
E. the distribution costs associated with serving a customer.
_____ is an extension of team selling in which members at various levels of the sales
organization call on their counterparts in the buying organization.
A. Network marketing
B. Viral marketing
C. Hierarchical selling
D. Direct selling
E. Multilevel selling
House accounts:
A. are invariably the same as key accounts.
B. have no “true” salesperson.
C. are not used by large retailers.
D. provide salespeople with a percentage-of-sales commission.
E. are typically handled by field salespeople.
“Mr. Rogers, if I could show you a way to increase sales in your bookstore by 20
percent per year, would you be interested?” probed Leesa. In this example, Leesa is
using the _____ opening.
A. referral
B. rapport
C. product
D. introduction
E. question
Which of the following statements about testimonials is true?
A. Progressive sales organizations rarely use testimonials.
B. To be valid, testimonials must be sworn before a notary in public.
C. Testimonials should be used only if they help to address a buyer’s needs or concerns.
D. The most effective testimonials are generic, which makes them usable with more
types of customers.
E. None of the above.