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The product was developed by gathering focus groups of mothers and asking them what
they need and what they wish normal planners offered them. This method of product
development most likely:
A) is costly and inefficient
B) is performed by the marketing department
C) subscribes to the marketing concept
D) reduces the barriers to purchasing
E) is a method developed in the last decade
The goal of selling strategies for new and emerging products is to:
A) encourage current customers to rebuy
B) build desire for the product
C) create customer relationships
D) sell more units at a lower price
E) maintain consumer buying habits
The ultimate goal of the "marketing concept" is:
A) product diversification
B) customer satisfaction
C) brand loyalty
D) rising profit margins
E) efficiency of production
Reducing the price by unbundling some items is an effective technique a salesperson
can use with a buyer who uses which of the following tactics?
A) budget limitation tactic
B) take-it-or-leave-it tactic
C) let-us-split-the-difference tactic
D) "if...then" tactic
E) 'sell low now, make profits later" tactic
Juan Alcobar is junior sales representative for a large equipment manufacturer. Sarah
Gittins, a senior sales representative, has requested that Juan help her to prepare a sales
presentation for a new prospect.
Sarah has already made a brief call on the prospect. Which of the following objectives
has she most likely achieved?
A) developed trust and presented solutions
B) established rapport and asked basic needs discovery questions
C) asked basic needs discovery questions and negotiated pricing
D) negotiated pricing and closed the sale
E) closed the sale and agreed on shipping terms
Which is the first step in creating a presentation objective?
A) Obtain personal and business information to establish the customer's file.
B) Exchange personal information with the customer to break the ice.
C) Learn about the competition's most popular products.
D) Focus on networking in social situations.
E) Acquire information needed for a routing plan.
On a customer satisfaction survey, which answer most likely suggests that RealPlan
salespeople should focus on needs awareness?
A) "The product was not as sturdy as the salesperson said it would be."
B) "The product did not solve my primary problems."
C) "The product is not a good value for the money."
D) "The product arrived torn in the box."
E) "The product had a strange color."
Which of the following most likely has the LEAST influence on a salesperson's ethical
behaviors?
A) sales manager's actions
B) company policies and practices
C) salesperson's personal values
D) consumer group statements
E) behaviors of top management
Joelle Williams is a personal coach who works primarily with sales representatives at
the Colotel Corporation, a company that manufactures and sells copiers and peripherals.
Joelle works on manners, nonverbal cues, and personal goal setting with the Colotel
sales reps. Colotel prides itself on hiring locally and using regional ties to advance
relationships with customers.
One of Joelle's challenges when coaching salespeople in listening skills is overcoming
the misperception that salespeople need to be better at talking than at listening so that
they can persuade customers to buy. Which of the following statements best identifies
the benefits of listening?
A) Customers reject salespeople who do not display signs of active listening, like
nodding the head and making encouraging sounds.
B) Customers are dubious of the signs of active listening, but are put off even more by a
salesperson who does nothing but talk.
C) Salespeople should develop listening skills as part of an overall plan of personal
development, and use visualization to help solidify their listening skills.
D) Salespeople who are good listeners develop better rapport with customers so they
can more easily persuade them to buy.
E) Salespeople who are good listeners understand customer needs better to present a
product configuration that solves customer problems.
Which type of selling appeals to buyers who prefer to purchase a packaged solution to a
problem from a single seller, thus avoiding all the separate decisions involved in a
complex buying situation?
A) modified selling
B) bundled-option selling
C) straight selling
D) transactional selling
E) systems selling
Karyn Fleishman is the lead sales representative on a team selling super-powered
microscopes to research laboratories and other research institutions. She and her team
just made a presentation to the buying team of a large lab, and they are about to enter
the negotiation process to work toward closing a deal.
Karyn's team has already uncovered the lab's needs during the consultative questioning
stage of the presentation. Which of the following is most likely true?
A) The team should practice debating features and benefits before the negotiation.
B) The team should continue to gather as much information on the lab and the lab's
buying team as possible before the negotiation.
C) The team has already missed their best window of opportunity for negotiations.
D) The team should be more aggressive about offering discounts to achieve a fast close.
E) The team is more prepared than they need to be for the negotiation process.
Ahmed ElShatif sells life and disability insurance to members of a large union in the
Willamette Valley region. His company is the only approved insurance vendor for the
union. Although he is not competing against other insurance agents, his prospects are
not required to buy any insurance coverage at all. He spends an average of 20 minutes
with each prospect, learning about their needs and explaining the various insurance
products, and choosing the right combination for each prospect.
Which of the following statements most likely illustrates a trial close?
A) "How close are we to completing this sale?"
B) "Since we have all the information, let's place the order."
C) "Would you prefer paying on the first or the fifteenth every month?"
D) "You can pay the premium in full or monthly. Which do you prefer?"
E) "May I have you sign this information release form to complete the process?"
Which of the following is true of doing business in Italy?
A) Businesspeople tend to be quite informal in terms of introductions and dress.
B) Entertaining clients at your home is considered better than doing so in a restaurant.
C) Gifts are considered bribes and will insult the recipients.
D) Most Italian businesspeople are in a hurry, so quick decision making is important.
E) Professional titles are used quite often in business dealings.
A salesperson would most likely use a CRM system to:
A) categorize commission rates
B) qualify potential sales leads
C) file corporate bank records
D) monitor competitors' customers
E) send product information to customers
