The CARE model helps salespeople add value to their relationships with customers.
The steps of self-improvement include setting goal, engaging in visualization, using
positive self-talk, and rewarding your progress.
In most situations, the involvement of technical experts on a sales team lengthens the
selling cycle.
In the information age, building and maintaining relationships has little to no impact on
sales success.
Probing questions help you to uncover and clarify the prospect’s buying problem and
the circumstances surrounding the problem.
According to Tony Allesandra, failure of a purchased product to perform as expected
can be described as the “moment of truth.”
When tension builds, your most effective reaction is to choose whether to use the
“fight” or the “flight” response.
A designer releases her fall line of handbags, including one that retails for $6,000. This
bag is a limited edition; only 500 will be produced, and orders will only be accepted
from clients who have previously purchased a handbag from the designer. Customers
will be put on a waitlist in the order in which the handbag orders are received.
How is this handbag being positioned and differentiated from other handbags similar in
manufacturing and look?
A) The handbag is being positioned on price.
B) The handbag is being positioned on exclusivity.
C) The handbag is being positioned on convenience.
D) The handbag is being positioned on design.
E) The handbag is being positioned on versatility.
Which term refers to a salesperson’s brief, cold call opener that summarizes the
salesperson’s product and company?
A) elevator presentation
B) sales dashboard
C) pipeline speech
D) qualifying remarks
E) sales blog
Nordic Fox Heavy Equipment imports heavy machinery used in regions of Europe and
North America where heavy snowfall is an issue. This machinery is used by
municipalities to clear roads during snowstorms. John Alexander is the senior regional
sales manager for New England.
John goes into a meeting with the sanitation director of a large city that got slammed by
a snowstorm a month previously. During the cleanup, operators of the city’s plows
destroyed a significant amount of city and personal property, which triggered public
inquiry into the competence of the sanitation staff and director.
Of the following, what is the first thing John should do after hearing about the recent
situation?
A) Choose equipment for the city that will solve the sanitation director’s problem.
B) Ask questions to find out what the sanitation director’s needs are.
C) Persuade the sanitation director to purchase the equipment.
D) Confirm the sale with the sanitation director.
E) Create value for the sanitation director by servicing the sale.
The quadrant model of communication styles assumes that most people:
A) understand the quadrant model well enough to choose their point on the quadrant
B) fit into four discrete, unchanging categories and can be easily assessed in that
category by others
C) change from quadrant to quadrant somewhat regularly
D) are aware of their communication style and can alter it depending on the situation
E) have a relatively consistent point on both the dominance and sociability continuums
Julio Melara, top seller and motivational speaker, feels that growth and success are
facilitated by having:
A) plenty of luck, and the ability to act on it
B) strong mentors who spend time with you
C) natural talent, and the discipline to maximize it
D) written goals, both personal and professional
E) a strong organization in which to grow
Which one of the following people would LEAST likely be considered a “knowledge
worker”?
A) someone who performs research to discover new information
B) someone who takes current research and uses it to facilitate a task
C) someone who relays information from one party to another without changing it
D) someone who puts information in a format that allows others to access it
E) someone who uses information to solve a problem
Which of the following best describes a misunderstanding?
A) a failure to ask enough probing questions to identify a problem
B) a failure to agree even when both sides understand each other
C) a failure to accurately understand the other person’s point
D) an inability to reach a win-win agreement
E) an inability to negotiate across cultures
Which of the following statements is most likely true about conducting business in
China?
A) Take the initiative and move quickly to close deals.
B) Bow slightly and shake hands when greeting others.
C) Making a toast during a banquet is considered bad luck.
D) The lowest ranking person in a room should be introduced first.
E) Handkerchiefs and clocks are appropriate gifts that suggest good luck.
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.
The selling team should most likely be prepared to:
A) deal with buyers that have well-developed negotiation skills
B) give concessions quickly to show good will to the buyers
C) settle most of the points of contention right away
D) revalue the microscope to make the sale
E) stick to the most important consideration: price
If you have a preferred communication style, you will most likely:
A) use that style exclusively
B) change that style as you grow older
C) display other communication styles at times
D) be unable to understand people with other styles
E) need to maintain that habitual style in all contexts
Alana Pierce is the director of Membership Programs for the Tammerline Zoo. She
develops the programs and sells them to zoo visitors. The programs are tiered and
include discounts and special perks for members.
Which of the following would most likely help Gail prevent post-sale problems?
A) sending e-mails to other university groups referred to her by the client
B) scheduling regular account reviews to assess the client’s satisfaction
C) asking the client to call her assistant with any questions
D) submitting bills quickly to insure quick payment
E) re-defining her service and product strategy