Which term refers to the arousal, intensity, direction, and persistence of effort directed
toward job tasks over time?
A. Enrichment
B. Direction
C. Motivation
D. Influence
E. Simulative response
Demonstrations, dramatics, and visual aids in sales presentation are most likely used
for all of the following reasons EXCEPT:
A. comparing competitor’s products.
B. creating two-way communication.
C. engaging the prospect through participation.
D. capturing the prospect’s attention and interest.
E. allowing the prospect to set the stage for closing the sale.
To have an effective demonstration in a sales presentation, you, as the salesperson,
should:
A. conduct unrehearsed and natural demonstrations.
B. develop an all-purpose demonstration for most selling situations.
C. encourage prospect participation in the demonstration.
D. require the prospect to perform a complex task.
E. attempt trial closes before the demonstration.
Which of the following occurs when the right or wrong decision cannot be clearly
identified?
A. Ethical standardization
B. Immoral behavior
C. Sales pressure
D. Ethical dilemma
E. Social responsibility
“Shouldn’t you go ahead and buy now before the price increases next month?” is an
example of a(n):
A. autosuggestion.
B. countersuggestion.
C. suggestive proposition.
D. indirect suggestion.
E. prestige suggestion.
Which of the following is the LEAST likely communication method for building
long-term relationships based on the Golden Rule of Selling?
A. Asking questions periodically
B. Assessing body language
C. Listening carefully to others
D. Making comments when needed
E. Becoming multi-lingual
Companies most likely give their salespeople strict formal route plans in order to:
A. increase the flexibility of operations.
B. improve territory coverage.
C. promote the individual’s planning experience.
D. minimize the size of each territory.
E. ensure that salespeople use the straight-line routing pattern.
A photocopier salesperson is trying to determine how often he should call on a new
account in order to provide proper service. He most likely has to consider all of the
following EXCEPT:
A. present and potential sales.
B. servicing needs of purchased products.
C. number of product lines sold to the account.
D. number of orders expected annually from the account.
E. the necessity and cost of overnight travel to visit the account.
Which of the following is an example of a situation question that might be used in the
SPIN approach?
A. “Does your computer seem really slow when compared to the one your neighbor
owns?”
B. “Are you happy with how your present oven prepares your food?”
C. “How many children under the age of 10 live in your apartment building?”
D. “Have your secretaries ever complained about the speed of your copier machine?”
E. “What was your first reaction when your son was diagnosed with asthma?”
“You’re saying that automobile quality and service are less important to you than
price?” is an example a _____ question.
A. direct
B. rephrasing
C. redirect
D. nondirective
E. product-specific
In any type of sales, salespeople should most likely remember to:
A. avoid seeking customers because customers find sellers.
B. use highly structured, memorized sales presentations.
C. ask people during approach to buy their products.
D. spend all their time helping existing customers.
E. provide follow-up and service after the sale.
Aaron enjoys spending time with customers, often makes spontaneous sales calls, and
has a tendency to postpone writing reports. His desk is full of pictures of his many
children and grandchildren. What personality type is Aaron?
A. Senser
B. Engineer
C. Intuitor
D. Feeler
E. Thinker
The appliance salesperson asked the prospect, “What do you like best about the
competitor’s washing machines?” “Do you think you have ever paid too much for a new
washer?” “Are you happy with how well your current washer cleans your clothes?” The
salesperson, in this case, has used:
A. probing.
B. channeling.
C. targeting.
D. detail selling.
E. empathizing.
The undifferentiated selling approach is used when the:
A. target market is homogeneous.
B. company is selling only in the home market.
C. company has a complex product line.
D. salespeople are highly experienced and skilled.
E. company is a new entrant in the market.
According to the text, why do most employees in organizations succumb to
questionable ethical standards or only follow formal policies?
A. Most people are in the conventional and principled levels of moral development.
B. Few organizations develop and enforce very stringent codes of ethics.
C. Most people are in the preconventional and conventional levels of moral
development.
D. Few people in an organization are considered stakeholders or stockholders.
E. Most people exhibit behavior that is close to the principled level of moral
development.
Companies advertise their products for all of the following reasons EXCEPT to:
A. increase intermediary cooperation.
B. educate potential customers about products.
C. reduce buyers’ cognitive dissonance about a purchase.
D. develop leads for salespeople through mail-ins.
E. presell products even before a salesperson’s call.
The salesperson is using a need-satisfaction presentation. During the _____ phase, the
salesperson will show how the product being sold will satisfy mutual needs.
A. need-fulfillment
B. need-awareness
C. need-utilization
D. need-development
E. need-diffusion
According to the text, many people do not make it in sales because they are unable to:
A. identify a customer’s needs very quickly.
B. place someone’s interests before their own.
C. predict the long-term sales outcome.
D. ensure future sales from a customer.
E. obtain loyal customers.