The consumer buying decision process begins with buyers recognizing a need and ends
with buyers collecting product information.
Sales force staffing is the process of matching the right people to the right jobs and
placing them in the right sales territory.
To be viewed as professionals and respected by customers, salespeople should join
worthwhile organizations such as the Lions Club or the Chamber of Commerce.
According to the typical sales personnel career path, the first managerial level job that
a salesperson can expect to earn is that of regional sales manager.
While using a nondirective question as an approach method, the salesperson should
begin the discussion with an open-ended question.
The evaluative listener tries to hear what another person says but makes little effort to
understand the purpose of the message.
Even the most successful salespeople are not exempted from sales training.
The steps involved in developing a friendship are self-appraisal, acknowledgement,
attending, and talking.
The customer benefit plan contains the nucleus of the information used in a
salesperson’s sales presentation.
The three major categories of premiums are sales force premiums, consumer
premiums, and dealer premiums.
Economic needs refer to the buyer’s need to purchase the least expensive product
available.
Achievement awards are special financial incentives used to motivate salespeople.
Preapproach is the first step in the selling process.
Marketing’s main customer contacts are buyers.
For making a favorable first impression, the salesperson should apologize for taking
the prospect’s time.
As a business consultant, the salesperson gives advice and service to the customer.
What is a characteristic of the delegating leadership style?
A. Clear direction
B. Constant support
C. Frequent feedback
D. One-way communication
E. Minimal personal contact
Which of the following statements holds true of e-prospecting?
A. E-prospecting is less efficient than trade shows for finding prospects.
B. E-prospecting is heavily dependent on qualified referrals.
C. E-prospecting should only be used to sell nontechnical products.
D. E-prospecting requires no monetary investment by salespeople.
E. E-prospecting is a fast and easy way to find information.
Daniella sells furniture. After demonstrating her product and answering the customer’s
questions, Daniella asked the customer how many chairs he thought he could sell. The
customer responded with, “Three dozen. How soon can you deliver?” Which mental
step has the customer reached?
A. Awareness
B. Desire
C. Attention
D. Action
E. Interest
According to the text, there are several questions you should ask yourself as you
decide whether a career in sales is appropriate for you. Which one of the following is
LEAST relevant to determining whether a career in sales is best for you?
A. How much freedom do I want in a job?
B. Do I have the personality characteristics for the job?
C. Am I willing to transfer to another city?
D. Do I mind traveling for work?
E. How much money do I want to earn?
A(n) _____ is an article of merchandise offered as an incentive to the user to take some
action.
A. premium
B. POP display
C. earned discount
D. value adding product
E. quantity discount allowance
According to the text, a(n) _____ organization lacks prejudice and discrimination, and
it creates an environment in which all members can contribute to their maximum
potential.
A. natural
B. green
C. multicultural
D. individualistic
E. flexible
Robin, a pharmaceutical sales representative, was recently given a key account. She is
excited about the challenging assignment. Robin’s sales manager is most likely
motivating Robin with a:
A. nonfinancial reward.
B. achievement award.
C. salary increase.
D. commission.
E. fringe benefit.
The salesperson was using _____ in her sales presentation when she said, “I was so
sorry to hear about the break-in at your warehouse. Is there any way that I can help you
deal with this problem?”
A. persuasion
B. decoding
C. a trial close
D. signaling
E. empathy
In a sales training program, new recruits were asked to sell insurance to a hypothetical
prospect. Which basic training method was most likely being used?
A. Case extrapolation
B. On-the-job training
C. Role playing
D. Discussion
E. Classroom counseling
Controlling space arrangement and using it as a defensive barrier allows the prospect to
control much of the conversation and to remain safe from:
A. space threats.
B. territorial assailants.
C. space invasions.
D. territorial intruders.
E. trespassers.
You are creating the preparatory notes and slides for a sales presentation. This is a part
of the _____ element in the basic communication model.
A. encoding
B. message
C. receiver
D. decoding
E. feedback
In what order are the feature, advantage, and benefit presented in the following
statement? “This fishing trawler has a 10 percent greater capacity than boats of a similar
size. It will save you at least $100 per fishing trip because it can carry more fish than
other boats on the market.”
A. Advantage, feature, and benefit
B. Feature, advantage, and benefit
C. Advantage, benefit, and feature
D. Feature, benefit, and advantage
E. Benefit, advantage, and feature
Which of the following is identified by the text as a conceptual skill?
A. Using technology
B. Thinking strategically
C. Using persuasive speech
D. Mastering sales techniques
E. Working with other people
A veterinarian ran a local newspaper advertisement announcing it was the exclusive
distributor of Hill brand gourmet pet food. The Hill salesperson reimbursed the
veterinarian for the media cost. This is most likely an example of _____ advertising.
A. industrial
B. national
C. trade
D. dual
E. co-op
Briefly describe the FAB selling technique. Show how a salesperson could use the
FAB technique to sell a can of regular cola.
The owner of a catering company recently bought a new heavy-duty electric mixer.
She had high expectations for the new mixer and paid “top dollar” to get the accessories
on her mixer that she considered important. After owning the machine for two weeks,
the caterer feels she has received even more benefits from the purchase of this mixer
than she expected. Because of this result, the product can be said to have caused:
A. prepurchase behavior.
B. purchase satisfaction.
C. service dissatisfaction.
D. purchase dissonance.
E. prepurchase evaluation.
_____ skills refer to the seller’s understanding and proficiency in the performance of
specific tasks.
A. Conceptual
B. Operational
C. Automated
D. Transactional
E. Technical