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The need to belong is really just an urge, not a basic human social need.
The use of friends and acquaintances is not an acceptable way to build a prospect base.
In a selling situation, the reflective customer wants plenty of facts presented as rapidly
as possible.
Most prospects are willing and eager to participate in a presentation held off premises.
Getting enough quality sleep is one of the most effective strategies for managing the
negative aspects of stress.
The major outcome of a business agreement based on reciprocity is a mutual exchange
of benefits.
Many business organizations, professional associations and certification agencies have
established written codes of ethics.
The zones in the communication-style model might be thought of as "intensity zones."
Cold calls should not be used to introduce a new product or service.
Transactional selling is a strategically developed, high-quality, long-term relationship
that focuses on solving the customer's buying problems.
Tom Reilly, author of Value-Added Selling, says, "Value-added salespeople sell three
things: the product, the company, and themselves."
In British business settings, a hard sell is the best approach
Web-Star makes Web conferencing software with features that integrate directly into
users' back-end systems such as inventory, order processing, shipping, tracking, CRM,
and tech support. Using this software, companies can hold internal meetings as well as
give sales presentations that allow them to check inventory in real-time and place
customer orders during the presentation. Quite often, Web-Star salespeople make sales
presentations to prospects using the Web-Star product to show off its capabilities.
A Web-Star salesperson is preparing a sales presentation for a British firm that is
interested in purchasing Web conferencing software. What is the best advice for the
salesperson?
A) Use aggressive sales techniques because British business people appreciate
aggressiveness.
B) Remind the prospect of the disadvantages of competing Web conferencing products.
C) Immediately use first names with the prospect because British business people are
informal.
D) Focus on objective facts about the Web conferencing product during the sales
presentation.
E) Call the prospect frequently after the sales presentation to determine if a decision has
been made.
The sales director of a food supply house to restaurants has been analyzing sales for the
past two years and has discovered that sales representatives have been losing sales,
giving larger discounts than they should, and giving away too many "freebies" to
clients.
As part of negotiation skills training, the sales representatives learn about handling
customer objections. A common customer objection regards the quality of produce and
meat. How should a sales representative most likely address this objection?
A) Emphasize the firm's commitment to customer service after a sale.
B) Offer a specific delivery time so restaurants know when to expect products.
C) Engage in transactional selling methods to develop a strategic relationship.
D) Offer a discount on the first years' orders to gain the buyer's trust.
E) Deny that a quality problem exists by showing certifications from local farmers.
Satisfactions can come from:
A) research studies done on the product
B) the board of directors of the company
C) any company that makes a competing product
D) the customer who buys the product
E) the salesperson who sells the product
Of the following, which would be the most effective proof device to demonstrate the
benefits of Kaygo tires?
A) a detailed PowerPoint presentation
B) a test-drive in which the buyer can feel the difference in tires
C) a testimonial from another buyer about the excellent post-sale service
D) a research report showing decreased fuel costs from using the tires
E) a series of questions designed to discover what the buyer needs
RealPlan sells a calendar/messaging/paperwork center that helps working parents
organize their families' schedules and paperwork. The product has received positive
feedback from buyers, and it is priced comparably to normal planners even though it
offers more features and benefits. RealPlan has been selling various planning products
to consumers for 10 years, and managers at the firm see an opportunity to move into the
business market with a software version of the popular planner.
The sales director of RealPlan has observed that during the selling process the sales
team primarily focuses on promoting product features and benefits to customers.
Although the sales team has a high closure rate of initial sales, the team has a low rate
of repeat business. Which stage of the typical buying process should RealPlan
salespeople most likely focus on to improve customer retention rates?
A) needs awareness
B) building rapport
C) presentation skills
D) purchase procedures
E) self-actualization
Which term refers to qualifications that must be available or fulfilled before a sale can
be closed?
A) purchasing goals
B) product configurations
C) sales satisficers
D) value components
E) buying conditions
Which of the following is true regarding prospecting at trade shows?
A) It is difficult to identify good prospects at trade shows.
B) It is easier to identify good prospects and close sales at a trade show.
C) Trade shows are too crowded to conduct presentations and close sales.
D) It requires over five sales calls to close a sale from a trade show prospect.
E) Trade show prospects are less motivated to buy than are other prospects.
Which of the following is most likely a true statement regarding prospecting?
A) Personal observation is an unlikely prospecting technique.
B) Cold call prospecting is a systematic approach to identifying prospects.
C) The response rate for e-mails is high, so they are a valid source of prospects.
D) A salesperson cannot afford to spend time calling on persons who are not legitimate
prospects.
E) Networking should be avoided as a source of prospects because it is unprofessional
to mix business and friendship.
The statement, "This product is convenient, priced right, and ready to use," is an
example of which of the following approaches?
A) premium
B) survey
C) product
D) benefit
E) systems
The supervisor who holds monthly sales force meetings to explain specific goals for the
future and changes in policy and procedure is exhibiting:
A) consideration
B) structure
C) performance analysis
D) recognition
E) strategy
At a party, Jenny talks to a flight attendant who mentions the passenger she had in first
class who needed a second seat for his oxygen and other medical equipment. Jenny
realizes that modifying buses for medical needs instead of luxury could open a whole
new market. This is an example of:
A) product strategy
B) transactional selling
C) the persuader stage
D) the marketing mix
E) the marketing concept
A newly-hired salesperson, Jun-Hee Kim, is taking over the sales territory of Arvin
Vasquez, a salesperson for her company who is moving out of the area. Arvin left
detailed notes on the clients he'd made contact within the CRM system, so Jun-Hee is
reviewing these notes. Jun-Hee reads the following about Bob Costello:
"Bob is super-friendly and outgoing. He loves to deep-sea fish and goes on three trips a
year to fish in the Caribbean. His wife is Carol and his kids are Taylor (4th grade) and
Jordan (6th grade) (both girls). Bob's buying focus is durability and price, and he
expects a relationship with a trustworthy sales rep. Bob can be impatient and doesn't
like to waste time during meetings. He tends to maintain control and set the agenda."
Based on this summary, what communications style does Bob Costello most likely
have?
A) sociable
B) directive
C) emotive
D) supportive
E) reflective
Working to reach an agreement that is mutually satisfactory to both buyer and seller is
also called:
A) negotiation
B) agreement
C) practice theory
D) tactics
E) strategy
Which one of the following is a guideline for effective networking?
A) Limit the number of people you meet in a given setting.
B) When you meet someone, tell the person what you do.
C) Follow up on every contact you meet.
D) Always conduct business while networking.
E) Only offer a business card if the other person asks for it.
The combination of high dominance and low sociability defines a style known as:
A) communicative
B) reflective
C) supportive
D) emotive
E) directive
Braeden Innovations is a company that sells database systems and software integration
packages to schools and universities. Victoria Canning is an inside sales representative
with Braeden Innovations. As an inside sales representative, she makes sales
presentations via webinar and contacts clients and prospects by phone, email, and
instant messaging, all from her home office. She says the best thing about her job is
having a fulfilling professional career but never having to commute to an office.
Which of the following would answer the phone for Victoria when she is having a
conference with a client?
A) fax machine
B) electronic mail
C) voice mail system
D) audiovisual equipment
E) personal digital assistant
A sales manager runs what she calls "an all-out blitz" with her department to focus on
closing sales in the last month of the third quarter. Her department exceeded its quota
by 20%. The strategy involved a focus on closing as many pending sales as possible and
moving customers in the evaluation stage to the buying stage.
During the fourth quarter, the team closed fewer sales than in the third quarter and only
generated 50% of the amount that was made in the third quarter.
What is the most likely explanation for this difference?
A) The prospects the team worked with in the fourth quarter had maximized their
budgets.
B) The manager didn't adequately train the team in how to conduct fourth-quarter sales.
C) Pending sales are the only sales that were tallied in the final figures for each quarter.
D) The team neglected the pipeline and prospect development.
E) The team failed to align the selling and buying process.
When developing a product strategy, the salesperson must:
A) review information on consumer motivation
B) adopt the marketing concept
C) adopt the sure-win philosophy
D) consider price above other aspects of the product
E) use feature-benefit analysis
