“This refrigerator will preserve foods in the warmest weather.” This statement by a
home appliance salesperson is legally actionable.
The summary of benefits close is extremely useful if it targets a specific prospect’s
personality.
General rules for a successful handshake include extending your hand first and not
allowing the customer to initiate the gesture because it is a sign of salesperson
weakness.
The salesperson should postpone all of the prospect’s objections to the end of sales
presentation to maintain control of the presentation.
Control systems that monitor and penalize the ethical behavior of salespeople are a
useful tool in creating an ethical work environment.
Even if a salesperson fails to notice the feedback signals being sent by a prospect,
feedback has still occurred.
Social space, the area that is 2 to 3 feet around a person, is the area normally used for
sales presentations.
At the unconscious need level, people do not know why they buy a product’”only that
they do buy.
In the stimulus-response model of consumer behavior, information about why
consumers do or do not buy is hidden in the black box.
In transaction selling, the seller contacts customers after the purchase to determine if
they are satisfied and have future needs.
To reduce the amount of time that must be devoted to sales training, modern
companies do not teach their salespeople about the company’s history.
A formal route enables the organization to establish communication between
management and the sales force in terms of the location and activities of individual
salespeople.
The ability to work and contact people throughout the account, discussing your
products, is known as account penetration.
Paula considers herself to be a responsible person. She upholds moral and legal laws
and conforms to the expectations of others. Paula is functioning at what level of moral
development?
A. Unrestricted
B. Principled
C. Mature
D. Conventional
E. Preconventional
_____ involves the extent to which a leader listens, provides clarification, and gives
positive feedback.
A. Autonomous leadership
B. Task behavior
C. Centralization
D. Relationship behavior
E. Directive behavior
A bartering relationship, such as when Patricia agrees to take care of Timothy’s horses
and receives in return free riding lessons, is an example of:
A. an exchange.
B. top-to-top partnering.
C. relational marketing.
D. transactional partnering.
E. consultative selling.
Which of the following would most likely be used by a salesperson to make a sales
presentation that includes product video clips?
A. Outlook
B. Windows
C. Excel
D. PowerPoint
E. Internet Explorer
A salesperson would most likely use an iPod to:
A. develop product knowledge and selling skills.
B. search the Internet for a competitor’s product data.
C. integrate video clips into PowerPoint presentations.
D. organize client contact information.
E. schedule customer meetings.
Successful account penetration:
A. requires a salesperson to develop a third-level business friendship with members of
the buying center.
B. makes gatekeepers and influencers nonessential members of the buying center.
C. leads to greater chance of maximizing sales within the account.
D. can only occur with new-task buying.
E. relies on team selling.
Which of the following is NOT an example of what a pharmaceutical salesperson
should say immediately after dealing with a prospect’s objection?
A. “Shall I write up your order now?”
B. “Wasn’t that what you wanted to hear?”
C. “Have I adequately clarified our credit policies?”
D. “That solves that inventory problem, doesn’t it?”
E. “With that issue of product safety settled, don’t you think that we can go ahead?”
“The copier we have still makes great copies,” says your prospect. Which major
category of objection are you experiencing?
A. Stalling
B. Money
C. Hidden
D. Product
E. Source
Salespeople need to have selling knowledge for all of the following reasons EXCEPT:
A. increasing sales.
B. building relationships with their customers.
C. increasing the individual salesperson’s self-confidence.
D. building the buyer’s confidence in the individual salesperson.
E. increasing cognitive dissonance among customers and competitors.
Which selling approach would most likely involve a salesperson using the same selling
strategy for all customers?
A. Homogeneous selling
B. Heterogeneous selling
C. Account segmentation
D. TTM segmentation
E. Undifferentiated selling
People’s _____ result from a lack of something desirable like food or drink.
A. beliefs
B. perceptions
C. wants
D. attitudes
E. needs
A company’s structure is reflected in its:
A. routing map.
B. PERT chart.
C. organizational chart.
D. structural inventory.
E. SWOT matrix.
The four phases of negotiation are:
A. planning, meeting, studying, and proposing.
B. attention, interest, desire, and action.
C. interest, desire, conviction, and buying.
D. planning, proposing, reciprocating, and closing.
E. planning, studying, sampling, and closing.
What should a salesperson do after finishing the sales presentation?
A. Use a trial close to determine the prospect’s attitude
B. Wait for a positive response from the buyer
C. Ask the prospect for a purchase order
D. Request a summary from the prospect
E. Present multiple proof statements
As a salesperson for a restaurant equipment supplier, you have decided to call on
Frederick Hawkins, the owner of Fred’s House of Pancakes. If Frederick decides to
discuss your products then he is most likely in the ________ stage of the buying
decision.
A. attention
B. conviction
C. purchase
D. interest
E. desire
Which of the following best describes Western and Eastern European handshakes?
A. Reshake hands after a lunch or a short break
B. Bow slightly while shaking hands with women
C. Shake hands in a limp fashion for a longer duration
D. Shake hands in a light and lingering fashion
E. Shake hands with only the key person in a group
If the concept of ethics is so easy to understand, why do ethical dilemmas occur so
frequently?
Explain multivariable account segmentation.
What are three advantages of using a memorized sales presentation?
Briefly describe how a salesperson would use the boomerang method to handle a
prospect’s objections.
The text divides customers into three general categories. List and explain them.
A newly hired salesperson has been told to use the SELL Sequence. What does this
mean she should do?
What is a buying signal? Give two examples.
What is account penetration? What determines a salesperson’s level of account
penetration?
(p. 87-88) Imagine you sell automobiles. Develop a statement that is clearly an
example of puffery. Develop a statement that could be interpreted as misrepresentation.
What conditions would make this assignment easier?