A florist agrees to purchase a new $640 refrigeration display cabinet for fresh-flower
arrangements. After delivering the cabinet, the salesperson says to the florist, “Did I
mention that there is a $100 delivery fee in addition to the price of the unit?” The
win-lose strategy that the salesperson uses is:
A. intimidation.
B. browbeating.
C. countertrade.
D. flanking movement.
E. low balling.
_____ salespeople are self-confident and positive, and they maintain the proper
perspective by being responsive to customer needs.
A. Impersonal
B. Apathetic
C. Submissive
D. Assertive
E. Aggressive
Sarah is a lead negotiator for her company, which wants to sell its products to Target
department store. Sarah explains to the managers at Target how both her company and
Target can improve their profits. Which of the following philosophies of negotiation is
Sarah exemplifying?
A. Win-win
B. Zero-sum
C. Distributive
D. Positional
E. Hard-bargaining
Which of the following is a desirable course of action when a salesperson finds out that
a buyer will not be able to meet at the appointed time?
A. Making use of the waiting time by completing other tasks
B. Leaving the buyer’s office immediately
C. Trying to go over the barrier by directly meeting the buyer
D. Asking the receptionist to immediately contact the buyer asking for an explanation
E. Waiting for hours to meet the buyer
Which of the following statements about functional relationships is true?
A. Buyers and sellers are both primarily concerned about the welfare of the other party.
B. Price is of little concern for both buyers and sellers in functional relationships.
C. Functional relationships are examples of win-win partnerships.
D. Functional relationships continue as long as the customer is satisfied.
E. In functional relationships, both buyers and sellers have a high degree of concern for
the other party.
The leader of the selling team says to the members of the buying team, “Who are you
trying to kid? You need my company’s filtration systems to maintain your product
quality. You’re going to have to pay an extra $20 per system and just cut costs
somewhere else.” Another member of the selling team responds by saying, “Now wait a
minute. These are our friends you’re talking to. How about we only charge $10 extra per
system and split the shipping charges with you? Doesn’t that sound fair?” Which
method of win-lose negotiation is this scenario most likely to exemplify?
A. Lowballing
B. Negotiation jujitsu
C. Good guy-bad guy routine
D. Browbeating
E. Emotional outbursts
Brandi, a sales trainee, watched as her sales supervisor chatted with a prospect’s
secretary in a very friendly manner. Brandi felt that such behavior was inappropriate in
a business situation and she did not understand why her supervisor was asking the
secretary about what sports the prospect follows closely. Brandi is unable to understand
her supervisor’s actions. Which of the following statements would help her understand
the functional value of such interactions in a sales situation?
A. Brandi’s supervisor has found a meaningless way to pass the time while waiting for
the appointment.
B. The prospect will see Brandi and her supervisor more quickly if they prevent the
secretary from getting any work done.
C. Secretaries are a rich source of information about a prospect and are important for
successful sales calls.
D. Salespeople should talk to secretaries in order to appear to be working.
E. Secretaries are poor sources of information about the prospect.
A manufacturer of aquariums for consumers’ homes is most likely to go through all
eight steps of the buying process when she is:
A. renewing subscriptions to trade journals.
B. purchasing a new computerized inventory system.
C. ordering glass sheets from the firm’s usual supplier.
D. restocking the glue needed to make the tanks leak-proof.
E. buying cleaning supplies from the list left by the maintenance staff.
As you enter a prospect’s office, you see _____ and become fairly certain that you are
dealing with a prospect who would be categorized as an amiable according to the social
style matrix. Which of the following most likely gave you this impression?
A. annual sales awards on the wall
B. a prominently displayed calendar
C. pictures of the prospect’s family on the desk
D. a graph of the projected sales for the quarter
E. numerous sales charts
The Foreign Corrupt Practices Act (FCPA) made it legal for U.S. companies to engage
in conspiracy.
When Marty met with his supervisor, the supervisor congratulated him for achieving 4
out of his 6 sales call objectives for the quarter and told him to try harder to achieve all
of his sales call objectives in the next quarter. He then asked him to send in the next
salesperson for her evaluation. Marty had hoped his supervisor would provide him with
some help in figuring out why he had been unable to achieve all of his objectives.
Marty wanted _____ feedback, but his supervisor gave him _____ feedback.
A. intrinsic; extrinsic
B. diagnostic; performance
C. evaluative; primary
D. performance; corrective
E. positive; negative
A manufacturer of cast iron skillets wants to place its skillets for sale in a major retail
store. Which of the following would be a negotiable item?
A. Prices and pricing allowances for volume purchases
B. Inventory levels the retail store should maintain
C. Retail pricing points
D. Location of shelf positioning
E. All of the above
Full-line selling is the sale of those goods and services which are:
A. required as a part of the initial order a new customer places.
B. purchased by manufacturers and not retailers.
C. designed as a line of associated products.
D. sold as additional products that are not directly associated with the initial products.
E. compulsorily more advanced and more expensive than the initial products.
Which of the following statements about functional relationships is true?
A. The sole benefit of functional relationships is short-term profit.
B. Functional relationships are a type of partnering relationships.
C. The relationship between a buyer and a salesperson in a functional relationship is
described as cooperative.
D. The typical time horizon in a functional relationship is short term because previous
purchases do not exert a significant impact on the next purchase.
E. All of the above.
Pyro Electronics is the only supplier of Torin auto headlamps and both companies
wanted to do more business together. Pyro Electronics worked on its total quality
management system and acquired more business, while Torin developed a just-in-time
inventory management system to deliver goods timely to Pyro Electronics. Pyro
Electronics and Torin have developed a _____.
A. relational partnership
B. market exchange alliance
C. strategic partnership
D. functional relationship
E. hierarchical relationship
The first thing a salesperson should do in dealing with a customer’s complaint is:
A. offer a satisfactory solution.
B. emphasize that another member of the selling firm is at fault.
C. determine whether the buying or selling firm is at fault.
D. represent the customer’s position to the selling firm’s personnel.
E. encourage the customer to tell his or her whole story.
Quentin and ten other students work three hours per day calling people on various lists
Harold, their employer, provides them. Their job is to determine if those individuals are
interested in buying vinyl siding for their homes and whether they qualify for a visit by
one of Harold’s field representatives. Quentin is engaged in _____.
A. inbound telemarketing
B. bounce-back telemarketing
C. outbound telemarketing
D. seminar marketing
E. convention marketing
If Betty agrees to purchase a new CT scan device for her hospital under the terms FOB
origin, which of the following is most likely to happen?
A. The device will be loaded, shipped, and installed for free by the company selling it.
B. The device will be loaded onto transportation but after that it is Betty’s responsibility.
C. The company will ship the device for free but not install it.
D. The company will install the device for free and charge for shipping.
E. Betty will pay half of the shipping and installation price.
Tom, an experienced salesperson for road construction equipment, has been hired as the
sales representative for Caterpillar Tractor Corporation in the state of Ohio. Tom is
aware that his company makes products of high quality but is fairly new in the market.
Which of the following objectives for Tom’s first sales call on Faulkner Paving, a key
prospect, meets the criteria of being realistic?
A. To get an appointment for a second call
B. To persuade Faulkner to switch to Caterpillar’s equipment next season
C. To convince Faulkner to buy one of Caterpillar’s large bulldozers for a trial run
D. To get Faulkner to watch a two-hour videotape that shows the superiority of the
construction of Caterpillar’s products
E. All of the above
Which of the following statements is true about the financial terms and conditions of a
sale?
A. Price is often the last question asked.
B. FOB installed indicates that title and responsibility are transferred before the
equipment is installed and operating properly.
C. Not having the cash can only delay a sale, but not prohibit it.
D. Factors that affect price are the use of quantity and other discounts, as well as credit
and shipping terms.
E. FOB origin means the buyer will take responsibility for the goods once they reach
the buyer’s location, and the seller will pay the freight.
Eva classifies her customers into three groups to aid her in allocating her time and other
resources appropriately. Group 1 constitutes her best accounts, Group 2 consists of
accounts of moderate value, and Group 3 is comprised of noncustomers and very low
value accounts. Eva is using:
A. triple play grouping.
B. CPM method.
C. triangular analysis.
D. ABC analysis.
E. good-better-best grouping.
According to UCC, orders become contracts to sell when:
A. the salesperson quotes the specific terms involved in the purchase.
B. goods are transferred from the seller to the buyer for a consideration known as price.
C. they are signed by an authorized representative of the salesperson’s company.
D. money changes hands.
E. the title for the product is exchanged.
A real estate agent told a prospective home buyer, “You seem to really like that last
house we looked at, which is why I am informing you that one of the other agents in our
office is scheduled to bring another couple out to take a second look at it this afternoon.
I think you better go ahead and make an offer on it before it’s too late.” Which of the
following traditional closing methods does the real estate agent appear to be using?
A. Emotional
B. Minor point
C. Direct action
D. Standing-room-only
E. Assumptive
Ed works for Lanier Business Products as a sales representative. He receives a straight
commission. In weeks when his earned commission is less than $600, the company
loans him enough money against future commissions to allow him to receive $600. In
future weeks, when Ed earns more than $600, the extra is used for repaying the
previous loan. For Ed the guaranteed $600 is his:
A. sales quota.
B. activity quota.
C. draw.
D. bonus.
E. straight salary.
How does a sale differ from a contract to sell?
A. Cash must change hands for a contract to sell to exist, but not for a sale.
B. The UCC defines a sale and a contract to sell as synonymous.
C. A sale is made when the salesperson makes an offer and receives unqualified
acceptance, while a contract to sell exists only when the title passes from the seller to
the buyer.
D. A contract to sell exists anytime a salesperson makes an offer and receives
unqualified acceptance from the customer, while a sale is made only when the title
passes from the seller to the buyer.
E. A sale is made as soon as a buyer agrees to a price, while a contract to sell exists as
soon as a seller gives an offer.
The 80-20 _____ suggests that salespeople should listen 80 percent of the time and talk
no more than 20 percent of the time.
A. talking model
B. personal-interpersonal differential
C. body language agreement model
D. listening rule
E. word picture-loudness zone
The saying, “In times of change, the learners inherit the earth, while the learned find
themselves beautifully equipped to handle a world that no longer exists” refers to the
need for salespeople to:
A. constantly improve their knowledge, skills, and abilities.
B. always scope out the competition first.
C. have a degree in selling as a prerequisite for any position.
D. do their job the way they learned it in college.
E. do all of the above.
The first stage of the self-management process is:
A. setting goals.
B. implementing a time management strategy.
C. allocating resources.
D. designing a time management strategy.
E. evaluating performance.
Which of the following questions should one ask oneself to determine whether a sales
behavior or activity is unethical?
A. Would my supervisor disapprove of this behavior?
B. Am I concerned about the possible consequences of this behavior?
C. Would society be worse off if everyone engaged in this behavior or activity?
D. Would I be embarrassed if a customer found out about this behavior?
E. All of the above.
Which of the following is an example of an outbound salesperson?
A. LaVerne responds to a customer who called with a billing complaint.
B. Anet uses her telephone to solicit new business from a list of prospects.
C. Orlando calls a company’s toll-free number to complain about his malfunctioning
lawnmower.
D. Millie, as the CEO of her company, handles two house accounts.
E. Morris takes a telephone order for a medium pizza.
Statutory laws:
A. include regulations developed by the Federal Trade Commission.
B. grow out of court decisions.
C. include regulations developed by the Better Business Bureau.
D. are based on legislation passed either by state legislatures or by Congress.
E. are established by local, state, and federal regulatory agencies.
Which of the following statements about ethics is true?
A. Ethics do not change with time.
B. There is no need for personal codes of ethics.
C. Ethical principles establish appropriate behavior.
D. What is ethical in the Middle East is also ethical in the United States.
E. If an act is unethical, it is also illegal.
Which of the following statements is true of obtaining commitment from a buyer?
A. Even without a buyer’s commitment, a sale can take place.
B. Obtaining commitment deals only with securing an order.
C. The process of obtaining commitment occurs only toward the end of any sales call.
D. If obtaining commitment fails for any reason, the salesperson should argue or show
his disappointment to the prospect.
E. Salespeople gain commitment repeatedly, for instance, when checking to see whether
the customer’s entire needs have been identified.
Brad frequently adjusts his sales presentation to meet the needs of different customers.
What quality does Brad possess that helps him be a successful salesperson?
What is the postponement method of responding to objections? What are its
disadvantages?
How do salespeople engage in active listening?
What can salespeople do to minimize the impact of paperwork on their prime selling
time?
Telephones are an excellent tool for prospecting, but salespeople may be disappointed
at the results due to certain limitations inherent in telephone communication. Discuss
these limitations.
What is the difference between performance feedback and diagnostic feedback?
Michael has just been hired as sales manager for Blackbeard, a new software company
selling customized accounting systems for non-profit organizations. He is trying to
anticipate objections customers will have toward his company’s products. Explain the
five major types of objections he should anticipate?
Compare personal selling with other marketing communication methods in terms of
control, flexibility, credibility, and cost.
Differentiate between focus of receptivity, focus of dissatisfaction, and focus of power.
What is the right place for a salesperson to meet a prospect?
Bob is a 3MT Co. salesperson who deals with companies that clean up hazardous waste.
A fertilizer company purchased 10 cases of respirators from 3MT. Bob explained to the
company’s owner that the company would also benefit from the 3MT cleanup training
package that includes one 15-minute video, 25 study guides, a 10-step spill response
poster, 75 wallet cards, and 25 certification of completion. What is Bob trying to do in
this scenario?
A sales team from Goodway Inc. enters negotiations with a large poultry processing
company. Its objective is to sell the company 40 pressure washers with a 5 percent
quantity discount and a sharing of all shipping costs. But, it will walk away from the
negotiation table satisfied if it can convince the company to buy 20 washers with only a
2 percent discount. What other type of objective does it need to develop?
What is decoding?
Discuss the following statement, “A satisfied customer is a salesperson’s most profitable
resource.”
Respond to the following statement: “Effective listening is a passive activity.”