If you are not breaking the law, then you are acting in an ethical manner.
A ‘strategy” can be best described as a collection of techniques, practices, or methods
you use when you are face to face with a customer.
In most cases, firms profit from the first two sales made to customers, and their profits
drop significantly on additional sales.
Customer service provides little opportunity to add value.
Direct denial may be appropriate when a customer’s objection is based on
misinformation.
According to the text, one of the “half-truths” that has influenced the erosion of
character in business is that: “Corporations exist to maximize shareholder value.”
“When should I buy?” is a consideration in the buyer resolution theory of personal
selling.
Full-line selling, sometimes called suggestion selling, should be spontaneous and
unplanned in order to achieve naturalness in the selling situation.
There is a close relationship between increased sales volume and spending more time in
face-to-face selling situations.
Typical salespeople spend about 30 percent of their time in actual face-to-face selling
situations.
From the base of prospects Andrew makes at the trade show, he closes twice as many
sales as normal, and he cuts his sales cycle in half. What most likely explains this?
A) The prospects at the trade show were both qualified and interested in the product.
B) The prospects at the trade show had more money to spend than most customers.
C) The prospects at the trade show developed a high degree of trust in Andrew and his
firm.
D) The trade show only attracted prospects that had been referred to Andrew and his
firm.
E) The trade show required exhibiting companies to offer discounts to all attendees.
Alana Pierce is the director of Membership Programs for the Tammerline Zoo. She
develops the programs and sells them to zoo visitors. The programs are tiered and
include discounts and special perks for members.
After the first flight, Gail would most likely build a long-term relationship with the new
client by:
A) e-mailing a new flight schedule
B) sending an online customer service survey
C) calling the client to ensure satisfaction with the flight
D) requesting referrals from the client to engage in upselling
E) checking with the billing department to make sure the client was invoiced
Tyler realizes that the trucking company can purchase tires from other tire companies.
With this in mind, Tyler should most likely:
A) promote Kaygo as the industry leader even if this is untrue
B) ignore the features and benefits of the lowest-priced competitor
C) point out quality problems with the firm’s current tire provider
D) highlight the drop in prices of Kaygo tires in the last five years
E) focus on favorable differences between Kaygo tires and the next-best alternative
Which step in the presentation plan involves showing the product to the customer?
A) approach
B) needs identification
C) presentation
D) negotiation
E) close
As part of the preparation for the presentation, Tyler should most likely:
A) research the trucking company’s operations and needs
B) memorize the standardized presentation script
C) install web conferencing software on the buyer’s computer
D) come up with a persuasive argument for the buyer
E) include as many audio visual aids as possible in the presentation
Sanchez’s success is due largely to the fact that:
A) he was born with the personality of a successful salesperson and capitalized on that
B) he understood the key factors involved in becoming an excellent salesperson and
worked to develop skills to support those factors
C) he has unlimited energy and makes more cold calls than any other salesperson at his
level in the company
D) he knows how to persuade prospects to buy the products he is selling
E) men tend to be more successful at selling industrial products than women do
A prospect list from a CRM database is likely to include which kinds of information?
A) amount, date, and likelihood that a sale will close
B) salesperson bonus information on closed sales
C) dates of sales competitors have made to the prospect
D) salesperson’s conclusions on any calls made to the prospect
E) which salespeople earned the highest commissions, in descending order
Which of the following trends in sales has led to an increase in both the education and
skills a salesperson needs?
A) an increase in commission per sale
B) an increase in the time spent on personal relationships
C) an increase in web-based selling channels
D) a shift from in-person to telephone sales
E) a shift from ‘selling” to “consulting”
Shane Chadwick is a sales representative for the Metropolitan Commuter Rail Service,
selling ad space inside commuter rail train cars and stations. He has presented and
negotiated to a representative from new church trying to attract members by advertising
their philosophy and service times.
When it is time for the church representative to sign the contract, Shane mentions that
printing costs are not included in the price he quoted during the presentation. The
church representative feels deliberately misled by Shane and finds that the printing
costs put the ads over the church’s budget. At what point should Shane have discussed
the price breakdown?
A) during the close
B) during the pre-approach
C) while building rapport
D) during the presentation
E) while servicing the sale
The combination of low dominance and low sociability defines a communication style
known as:
A) mature
B) supportive
C) emotive
D) reflective
E) directive
Relative to Americans, Canadians are more likely to be:
A) passive and stiff
B) happy and casual
C) sociable and casual
D) educated and informal
E) bilingual and formal
When using graphs and charts, the salesperson should most likely:
A) assume the customer will understand them
B) move past them quickly
C) interpret them for the customer
D) assume the customer will read them after the presentation
E) bring only one or two hard copies, even when presenting for a group
The four broad strategic areas of the Strategic/Consultative Selling Model are:
A) connected to each other
B) in conflict with each other
C) independent of each other
D) not independent of each other
E) identical to each other
Which of the following is an example of a probing question?
A) “How much time do you currently spend on the telephone?”
B) “What type of security system do you currently use?”
C) “Would you like me to write up the order to ensure quick delivery?”
D) “How does upper management feel about the employee turnover rate?”
E) “May I show you how our product works with your current offerings?”
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 giving a sales presentation to a buying committee. What
should the Web-Star salesperson most likely do in this situation?
A) Focus only on the technically knowledgeable members of the group.
B) State the adaptive selling objective for each group member.
C) Use technical specifics when speaking to silent members.
D) Utilize an elevator speech to develop rapport quickly.
E) Identify the primary decision makers in the group.
Which of the following statements is most likely true about products and product
knowledge?
A) Knowledge of a company’s history is essential to selling that company’s product.
B) Product knowledge is not as important as selling technique for a professional
salesperson.
C) Knowledge of one’s product or service is not important in all areas of professional
selling.
D) The extensive variety of available products in the market complicates the buying
process.
E) Salespeople who learn and impart too much product knowledge hinder the buying
process.
Which of the following is most likely true about our individual communication style?
A) It is formed in utero, before we are born.
B) It is formed during the first year of our life.
C) It is formed before we enter elementary school.
D) It is constantly changing throughout life.
E) It is based on environmental factors, not heredity.
Nordic Fox Heavy Equipment imports heavy machinery used in regions of Europe and
North America where heavy snowfall is an issue. This machinery is used by
municipalities to clear roads during snowstorms. John Alexander is the senior regional
sales manager for New England.
John goes into a meeting with the sanitation director of a large city that got slammed by
a snowstorm a month previously. During the cleanup, operators of the city’s plows
destroyed a significant amount of city and personal property, which triggered public
inquiry into the competence of the sanitation staff and director.
Which part of the need-satisfaction model is John performing when he explains to the
sanitation director why the equipment he has selected will fulfill his needs?
A) Part 1: Need Discovery
B) Part 2: Selecting a Solution
C) Part 3: Need Satisfaction
D) Part 4: Servicing the Sale
E) Part 5: Leveraging Referrals
Which of the following is a general guideline that serves as a foundation for a personal
code of business ethics?
A) Personal selling is a stepping stone to more legitimate careers.
B) Be honest with yourself and with others.
C) Tasks come first, relationships second.
D) Your values should not be in conflict with those of your employer.
E) Selling is about controlling the interaction and managing the relationship.
________ selling can be defined as a series of creative improvements within the sales
process that enhance the customer experience.
________ is an emotional response that can take various forms such as feelings of
regret, fear, or anxiety.
________ questions require a prospect to go beyond a simple yes/no response.
________ has no value until it is communicated effectively.
________ can be defined as the tendency to control or prevail over others.
List the steps in the typical buying process.
A(n) ________ is a carefully conceived plan that will result in maximum customer
responsiveness.
________ is the bundle of facts, opinions, beliefs, and perceptions about yourself that
are present in your life every moment of every day.
List the four parts of the marketing mix.