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All of the following are reasons why a salesperson may suffer from call reluctance
EXCEPT:
A. a compulsive need to argue.
B. the need to meet a prospecting quota.
C. the concern about worst-case scenarios.
D. the concern about prospecting over the telephone.
E. the fear of losing friends.
In which of the following scenarios is a transaction occurring without the buyer and
seller having a relationship?
A. Beverly purchases a pair of sandals from a retail sales clerk.
B. Leon buys a vacuum cleaner from a door-to-door salesperson.
C. Art acquires a new Volvo from a car dealership.
D. Ursula hires a weekly diaper service.
E. None of the above occurs without a buyer-seller relationship.
Sunil was illustrating the ease with which his company's newly designed lawnmower
can be operated. However, during the presentation, the lawnmower stopped working.
What is the most appropriate way for Sunil to handle this situation?
A. Sunil should blame the production division of his company for this failure.
B. Sunil should try to convince the buyer that the lawnmower rarely fails.
C. Sunil should use humor and accept that such mistakes do happen.
D. Sunil should gain the buyer's sympathy by describing how badly he needs to close
the deal with the prospect.
E. Sunil should end the sales presentation and start afresh by taking another
appointment.
Judy is a local sales representative for an insurance company. The economy is stagnant
and very few new residents are moving into her territory. Consequently, Judy decides to
assess the potential for additional sales among her existing customers. Judy is planning
to use a(n) _____ strategy.
A. endless-chain
B. data mining
C. deep selling
D. cold-calling
E. seeding
When preparing a _____ rsum, begin by listing the qualities you have that you think
will help you get the job.
A. standard
B. academic
C. conventional
D. placement
E. functional
Which of the following is a good advice for the use of demonstrations as part of a sales
presentation?
A. If a prospect has seen a competitor's demonstration, it is advised to skip over parts of
the seller's demonstration that would be redundant.
B. Allowing satisfied customers to assist a seller during a demonstration is dangerous
and should be avoided.
C. Making a demonstration a separate, stand-alone activity is recommended
D. If a demonstration includes dead time, a salesperson should plan out how he or she
will keep the buyers engaged during that period.
E. All of the above.
Assuming company policies do not prohibit gift giving, which of the following gifts
would be most appropriate for a salesperson selling earthmoving equipment to give to a
potential customer?
A. A free vacation package for the customer's family
B. A software program worth over $300 that protects against computer viruses
C. Four Atlanta Braves baseball tickets and a parking pass
D. A coffee mug with the company name, logo, and telephone number imprinted on it
E. A fully-loaded sedan
In which of the following methods of prospecting is a salesperson likely to know the
LEAST about the prospects called on before meeting them?
A. Networking
B. Endless-chain method
C. Center-of-influence method
D. Cold calling
E. Seeding
Which of the following statements about complaints is FALSE?
A. The customer must perceive the settlement of the complaint as being fair.
B. The settlement that will be provided must be clearly communicated.
C. A salesperson settling a claim should educate the customer to forestall future claims.
D. A fair settlement made in the customer's favor helps to resell the company and its
products.
E. A salesperson who is convinced that a claim is dishonest should take action by filing
a case against the customer.
Which of the following statements about portfolios is true?
A. Because of cultural and language differences, portfolios should be avoided in
international selling situations.
B. A portfolio should not be placed, like a wall, between the salesperson and the buyer.
C. Items in a portfolio should be placed in an order in which they will be used to make
sure none is omitted.
D. Only insurance salespeople place their portfolios in a binder.
E. Every portfolio should include the tangible product itself.
Manufacturers' Representatives Inc. (MRI) is an independent company that employs
sales representatives to sell products from a number of producers. MRI's sales reps sell
the products to wholesalers and retailers. MRI receives a commission from the
producers for the products it sells. MRI is an example of a:
A. manufacturers' agent.
B. selling agent.
C. missionary sales agency.
D. partnership selling strategy.
E. production agent.
Customers constantly consult with Kathy, Hump & Pack's sales representative,
regarding installation problems, new product ideas, and other issues because she offers
unique, imaginative ideas. This shows that customers value Kathy's _____.
A. optimism
B. emotional intelligence
C. discreetness
D. creativity
E. behavioral intellect
Which of the following statements about positioning a change is true?
A. Positioning a change is not at all similar to positioning a product in the mass market.
B. Since the salesperson is acting as the change agent, any positioning of a change
should take place in the purchasing department.
C. Positioning a change is similar to positioning a product in mass marketing.
D. Positioning a change is a reactive way of dealing with an initial turndown by the
buying firm.
E. Salespeople have a limited role in the process of positioning a proposed change.
When Bobbi walked into the office of a lawyer she was trying to crack a deal with, she
said, "Everyone in town thinks highly of your ethical standards. Whenever the subject
of an ideal and committed lawyer comes up in conversation, only you come to mind."
Bobbi was using the _____ opening to sell software that researches and manages legal
precedents.
A. compliment
B. curiosity
C. product
D. introduction
E. referral
Which of the following statements is true about goals?
A. Goals should seldom be based on time.
B. The effort toward accomplishing a goal matters, not the actual results.
C. To continuously motivate a person, goals set should be challenging and unreachable.
D. Goals should be specific and measurable.
E. All of the above statements about goals are true.
Which of the following would be classified as an objection related to a product?
A. "My company has always used Troy Refrigeration to repair our freezer display
units."
B. "I don't understand how your company's system can remove water vapor from our
gas pipelines."
C. "I recently heard that your company has had to declare bankruptcy."
D. "I don't believe the money we would earn from using your company's subsea oil
production system would offset its costs."
E. "I don't have the time to look at your company's line of laparoscopic surgical
equipment today."
Charts are particularly useful when:
A. presenting copies of recent ads.
B. communicating large amounts of information.
C. attempting to summarize key points of a sales presentation.
D. performing a what-if analysis using information supplied by a prospect during a
presentation.
E. any of the above conditions occur.
Which of the following statements is the best example of a trial close for a salesperson
selling refrigerator units to supermarkets?
A. How does a savings of $30 per month on your refrigeration electricity bill sound?
B. Are you interested in how the oversized coil works to keep food cold and eliminate
defrosting?
C. How does the ease of mobility of this unit compare with other refrigeration units you
have seen?
D. Do you think you'd be interested in buying the optional illumination signage that
comes with our units?
E. All of the above are examples of trial closes that could be used by a salesperson
selling refrigerator units to obtain buyer commitment.
When dealing with objections, successful salespeople:
A. anticipate the objections and prepare helpful responses.
B. make sure the objection is not just an excuse.
C. relax and listen and never interrupt the buyer.
D. forestall known concerns before they arise.
E. need to do all of the above.
Money paid to a straight commission salesperson against future earnings, which
guarantees a stable cash flow is called a:
A. quota.
B. salary.
C. draw.
D. bonus.
E. commission base.
Which of the following is an appropriate situation for a sales representative to use a
DVD during a sales presentation?
A. Richard wants to show the prospect testimonials from satisfied customers.
B. Frank wants his prospect to see the new television commercials that his company
will begin airing next month.
C. Cleo desires to show this prospect how others are using the product she sells.
D. Allison wants to present how quality is built into her product at the factory.
E. All of the above.
As Karen studies her prospect for cues regarding his social style, she should:
A. rely entirely on her first impressions.
B. not let her own feelings cloud her judgment of the prospect's behavior.
C. assume that, if he is involved in a technical job, he must be an analytical.
D. base her assumptions on feelings and intuition rather than rational thought.
E. never doubt her assessment once she has made one.
_____ laws are established by local, state, or federal regulatory agencies.
A. Common
B. Administrative
C. Functional
D. Executive
E. Statutory
The use of a third-party testimonial letter strengthens the _____ method of responding
to a prospect's objections.
A. compensation
B. indirect denial
C. boomerang
D. referral
E. acknowledge
The most important step for a salesperson in planning a sales call is to:
A. design a flexible sales presentation.
B. discover personal information about a prospect.
C. plan an after-sales service package for a prospect.
D. set objectives for the call.
E. take an appointment with the prospect.
In the context of the social style matrix, the best social style for a salesperson is that of
a(n):
A. driver.
B. amiable.
C. analytical.
D. expressive.
E. None of the above
Hugh sells copying equipment to colleges and universities. He competes with Xerox,
Canon, and similar firms. Hugh's sales manager requires him to make an appointment
when he calls on a prospect for the first time. Which of the following is LEAST likely
to happen as a result of the appointment?
A. An increase in his chances of talking to the right person
B. An order on his first sales call
C. An increase in his dignity as a salesperson
D. A good start to the relationship by putting the prospect and Hugh on the same level
E. An increase in the probability of getting adequate uninterrupted time with the
prospect
Quinton is a sales representative for Hawk Eye Surveillance Solutions, and it is his job
to sell the closed circuit cameras his company manufactures. During a meeting with
Jimmy, the owner of a very popular bookstore, Quinton wants to introduce his product.
He asks Jimmy, "What is the result of having so many shoplifters at your store? Do you
have a lot of inventory shrinkage because of shoplifting?" In the context of the SPIN
technique, Quinton is using a(n) _____ question here.
A. rhetorical
B. problem
C. implication
D. necessary
E. indication
Which of the following statements about U.S. salespeople who sell to international
customers is true?
A. U.S. salespeople are subject only to the laws in the country in which they are selling.
B. U.S. salespeople are not allowed to make any lubrication payments.
C. U.S. salespeople are prohibited from engaging in activities that would adversely
affect the U.S. economy.
D. U.S. salespeople are expected to participate in all boycotts.
E. None of the above.
People who resolve conflict in negotiations in the _____ mode are often both
uncooperative and unassertive.
A. competing
B. accommodating
C. avoiding
D. collaborating
E. compromising
People who use the compromising mode to resolve conflicts:
A. attempt to find the best solution that will completely satisfy all parties.
B. generally give up more than an accommodator but less than a competing person.
C. pursue their own goals and objectives completely at the expense of the other party.
D. often find a solution that partially satisfies both parties.
E. are generally very cooperative and very unassertive.
In which of the following buying situations is creeping commitment most likely to
occur?
A. The purchase of a replacement hydraulic motor for a forklift
B. The purchase of a new goldfish to replace the dead one
C. The purchase of the annual Christmas tree from Farmer Gregson
D. The purchase of a case of paper towels for a service station
E. None of the above
The selling team from A.C. Doyle Food Service is planning a negotiation session with
New Bedford College. The team is hoping to acquire the contract to supply food to the
college for the next academic year for $1.4 million. At the start of the session, Doyle's
chief negotiator plans to quote $1.65 million, but later decides that they would accept
the contract for any amount above $1.3 million. Considering the chief negotiator's
decision, $1.65 million is Doyle's:
A. minimum position.
B. target position.
C. opening position.
D. fixed position.
E. average position.
Which of the following statements about salesperson relationships with customers and
prospects is true?
A. Selling to new prospects requires the same skills as selling to existing customers.
B. Salespeople responsible for existing customers place more emphasis on selling
products than on servicing and relationship building.
C. Rejection is an inevitable part of making initial contacts with potential customers.
D. To convince prospects to purchase a product they use regularly, salespeople need to
be especially self-confident and aggressive.
E. None of these.
Brenda calls one of her best customers and the first thing she hears is "Brenda, I have a
complaint." How should Brenda respond to the complaint?
When are straight salary compensation plans appropriate?
