A habitual rebuy is characterized by perceived brand differences and high customer
involvement.
Note taking is necessary in every sales presentation because it demonstrates active
listening.
Need identification begins during the approach, if the salesperson uses a survey during
the initial contact with the customer.
When you build value into your sales process, you increase the odds that the customer
will give you a referral.
Effective sales managers set a good example and possess characteristics of both
structure and consideration.
The three prescriptions for developing a customer strategy focus on (1) the customer’s
buying process, (2) why customers buy, and (3) negotiating the transaction.
What should the salesperson most likely do to identify new prospects in the same
territory and industry?
A) Contact people in different departments of current client companies.
B) Use the firm’s Website to develop a global contact network.
C) Develop an elevator pitch for an educational seminar.
D) Write an article for a national trade publication.
E) Network with support staff at a competing firm.
At-a-glance visualizations that define, monitor, and analyze the relationships existing in
the pipeline or sales funnel are referred to as:
A) sales forecasts
B) pipeline analytics
C) pipeline dashboards
D) regression models
E) commission reports
A customer walks into a ShipNow location with four boxes and a document envelope,
all going to different destinations in different amounts of time with different security
and notification needs.
Sean, a ShipNow salesperson, has a meeting scheduled with Zippy Shoes, an online
shoe retailer that ships hundreds of packages each day. Sean expects that price will be a
significant barrier to closing the sale with Zippy Shoes. What should Sean most likely
do to prepare for price objections?
A) Base the Zippy Shoes deal on prices offered to smaller ShipNow customers.
B) Calculate the commission on the Zippy Shoes deal to ensure that it is fair and
equitable.
C) Refer all pricing questions to the ShipNow accounting department to ensure an
accurate ROI.
D) conduct a cost-benefit analysis to determine the savings Zippy Shoes should expect
by using ShipNow.
E) Ask a supervisor for the authorization to set a range of shipping prices for Zippy
Shoes that are based on industry standards.
According to the research of Neil Rackham, which stage of the sales process has the
most impact on a buyer’s decision to purchase a product?
A) pre-approach
B) solution selection
C) need discovery
D) sales presentation
E) product configuration
Which influence on buying decisions is defined as a set of characteristics and social
behaviors based on the expectations of others?
A) reference group
B) social class
C) role
D) culture
E) process
Which of the following is an effective way to manage stress?
A) Increase the focus on job tasks.
B) Work from home less frequently.
C) Maintain a realistic outlook to avoid disappointment.
D) Practice healthy emotional expression.
E) Fight or ignore most major problems.
In recent years, the “fax attack” model of car shopping has become popular. In a “fax
attack,” a customer sends a fax to every car dealership within a certain radius listing the
make and features of the car they would like, along with the price they are willing to
pay, and asks dealerships that will match that price to contact the customer. In essence,
the customers set both the features and the price for the car. McCall Automotive has
experienced a sharp increase in the number of fax attacks, and Phil, the sales manager,
is seeking methods for addressing the situation. Phil is also concerned about the
dealership€s positioning strategies and market share.
How could Phil best respond to a “fax attack” and differentiate McCall Automotive
positively from other dealerships?
A) Phil could respond to the fax with brief answers to all of the customer€s questions.
B) Phil could develop value-added solutions for the customer by building a relationship.
C) Phil could refer the customer to other dealerships that typically have lower car
prices.
D) Phil could steer the customer to more expensive cars that have better safety records.
E) Phil could refuse to match the fax attack price because quality cars demand high
prices.
Which of the following is an acceptable way to cope with the loyalty objection?
A) Work on recruiting internal champions to build more support for your message.
B) Point out, in specific terms, the weak points of the competing product.
C) Point out how dependence on just one supplier can be risky.
D) Encourage the prospect to quit the present supplier.
E) Undermine confidence in the current supplier by intimating that the company is
having financial troubles.
Salespeople should persist if the first effort to close is rejected, as this type of buyer
admires persistence. Which communication style does this buyer have?
A) directive
B) rational
C) supportive
D) emotive
E) reflective
Using the pronouns “you” and “your” in a sales letter:
A) assumes the customer will definitely buy
B) conveys an informal tone
C) keeps the focus on the customer
D) should be avoided if possible
E) follows standard business letter format
ScranTone is a paper mill and supplier serving the Upper Midwest. Since the
commercial paper market is saturated, the only room for growth is to expand existing
accounts or to win over competitors’ accounts. Kevin Salazar is a sales representative
who has gotten another meeting with the head of purchasing for the copy centers at a
large university system. The purchasing agent has been buying from ScranTone’s main
competitor for three years. Kevin met with the purchasing again two months ago but
was unable to make a sale.
If the head of purchasing does not respond to Kevin Salazar’s sales presentation by
placing an order, Kevin should most likely:
A) remove the buyer from the CRM system
B) send the purchasing agent a letter outlining the weaknesses of the competition
C) make contact with the purchasing agent again in six months
D) call the purchasing agent to ask for the order in two weeks
E) send the purchasing agent a bound paper presentation for further review
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.
Which of the following LEAST likely indicates that John is engaged in actively
listening to the sanitation director?
A) paraphrasing the director’s comments
B) asking the director various questions
C) nodding in agreement when appropriate
D) telling the director about product features
E) taking notes during the discussion
A(n) ________ is a carefully conceived plan that will result in maximum
responsiveness to customers.
________ income helps satisfy our need for recognition and security.
The process through which sensations are interpreted, using our knowledge and
experience is called ________.
________ is a four-dimensional process consisting of time management, territory
management, records management, and stress management.
A(n) ________ is the geographic area where prospects and customers reside.
Products are born, and then they grow up and become mature. In marketing, this
process is known as the ________.
“How do you feel about using a computer to keep your expense records?” is an example
of a(n) ________ question.
List and describe the three parts of the Product Solutions Selling Model.