The main evaluator of a salesperson should be the salesperson’s immediate supervisor.
A bonus is a financial reward given in addition to what is usually earned over an
extended period of time.
The process of applying and designing selling strategies equally to different accounts is
known as a differentiated selling approach.
A salesperson is likely to harm sales by personalizing relationships with customers.
The world views and belief systems of employees from the same country are typically
identical.
A desk is commonly used to maintain both personal space and social space between
buyers and sellers.
Carla Piretti is a manager of a plant that processes recycled plastic and sells it to other
companies. She recently saw an advertisement for a machine that would help her
company reduce the cost of reclaiming the recycled plastic by 20 percent. This ad is an
example of trade advertising.
One excellent way for a salesperson to obtain an appointment with a prospect is to
have a customer make the appointment for the salesperson.
Salespeople should concentrate more on nonverbal cues that are part of a cluster or
pattern rather than isolated gestures.
The acronym ABCS represents the tools needed for creating a successful marketing
mix.
Price is the primary objection to postpone if you have not had the opportunity to
discuss product benefits.
The buyer projects caution signals with a body angle that leans toward the salesperson.
A cooling-off law gives the buyer three weeks to cancel the contract, return any
merchandise, and obtain a full refund.
“Household” refers to a decision-making unit buying for personal use.
Assume that a salesperson asks a prospect to buy, and surprisingly, the prospect agrees.
What should the salesperson do now?
A. Discuss additional benefits
B. Be totally silent and remain still
C. Leave the office as soon as possible
D. Ask the customer for a future order
E. Use a trial close to seek additional sales
Lowell is anticipating an objection from his prospect concerning the quality of the
adhesives his company sells. He plans to weave into the early part of his presentation
information about the product’s recent “best buy” rating from a consumer information
magazine before the prospect can bring up the quality issue. Which of the following
methods is used by Lowell for meeting this objection?
A. Indirect denial
B. Postponing
C. Objection preemption
D. Forestalling
E. Objection dodging
Innovative Installers
Innovative Installers provides a variety of services related to office space and
relocations including installation services. Innovative Installers is owned and operated
by Mierzett Evans and his sister Glenda Heldris. The company uses a variety of
marketing methods including a Web site, cold calls, and direct mail. Evans and Heldris
believe the company could better communicate with potential customers who may not
know of the company’s existence.
To use direct mail successfully as a means of locating potential customers, the company
must:
A. have low postage costs.
B. mail only to people who have MAD.
C. have a large database of possible customers.
D. have an in-house operation for printing and mailing.
E. prequalify recipients before sending out advertisements.
Which method aids a salesperson to turn an objection into a reason to buy?
A. Boomerang
B. Postpone
C. Deny
D. Compensation
E. Forestall
The two general approaches to _____ for salespeople are undifferentiated selling and
account segmentation.
A. customer sales planning
B. route reporting
C. territory-time allocation
D. quota regression analysis
E. account analysis
After the pharmaceutical salesperson asks for the order, the very next thing he should
do is to:
A. describe the options from which the buyer may choose.
B. place his order pad on the counter and open it to a new page.
C. remain silent and wait for the prospect to respond.
D. offer the prospect an extra inducement to buy now.
E. confirm the size of his commission.
_____ objections relate loyalty to a present supplier or salesperson.
A. Source
B. Distribution
C. Reseller
D. Channel
E. No-need
A salesperson calls one of his regular customers and says, “I’ll call your order in this
afternoon.” This is an example of the _____ close.
A. compliment
B. alternative-choice
C. minor-points
D. assumptive
E. standing-room-only
Selling requires three Fs. What are they?
A. FAB, fluctuations, and forecasts
B. Forecasts, FAB, and finances
C. Faith, focus, and follow-through
D. Fundamentals, features, and follow-up
E. Fundamentals, forecasts, and focus
During the approach, a Golden Rule salesperson should:
A. implement creative imagery.
B. use the showmanship approach.
C. eliminate distractions for the prospect.
D. focus on the needs of the prospect.
E. ask the prospect direct questions.
In the position of an account representative, an employee is most likely to:
A. concentrate on performing promotional activities and introducing new products.
B. sell products that call for an ability to discuss technical aspects of the product.
C. sell tangible, highly complex products to industrial buyers and manufacturers.
D. call on a large number of already established customers and ask for orders.
E. sell the benefits of intangible or nonphysical products such as financial services.
The two best sources of future sales are:
A. customers and customer referrals.
B. colleagues and centers of influence.
C. customers and e-prospects.
D. sales lead clubs and referrals.
E. orphaned customers and current customers.
In the role of business consultant, the consultative salesperson:
A. works alone to prepare a financial strategy for global clients.
B. is a persuasive peddler focused on convincing customers to buy products.
C. serves as a primary contact between the CEOs of the selling and buying firms.
D. expects the customer to provide technical support and advice for all e-sales calls.
E. uses internal and external resources to understand a customer’s business and
marketplace.
_____ enables a salesperson to acquire job-related concepts, rules, and skills that will
improve sales performance.
A. Orientation
B. Job analysis
C. Sales training
D. Diversity training
E. Environmental assessment
Which of the following statements is most likely true?
A. Products are tangible but not intangible.
B. Products contain many value-added features.
C. Salespeople sell goods and services but not products.
D. Product is a term that refers to both goods and services.
E. Three general types of products exist: consumer, industrial, and global.
Which of these statements about formula presentations is true?
A. The formula presentation is based on the SPIN procedure of developing and giving
the sales presentation.
B. New-task buying situations are a good time to use the formula presentation method.
C. An advantage of the formula presentation is that it is most adaptable to complex
selling situations.
D. Customers get the greatest amount of talking time at the beginning of the formula
sales presentation.
E. To successfully use the formula sales presentation method, the salesperson must have
previously identified the prospect’s needs and wants.
Barry sells mailing lists for a direct marketing company. He is interested in selling a
mailing list to the publisher of a magazine devoted to new electronic products. Barry
has learned he will not be able to close the sale until he has met the publisher’s
circulation vice president. This sort of information would be found in the _____ Barry
created.
A. sales call objective
B. marketing plan
C. competitive portfolio
D. customer profile sheet
E. strategic business proposition
During a sales call, you realize that the customer is greedy. Which of the following
closing techniques is best suited to handle this customer?
A. Standing-room-only
B. Assumptive
C. Minor points
D. Alternative close
E. Summary
Which of the following typically links salespeople to the rest of the company?
A. HR manager
B. Regional sales manager
C. District manager
D. Technical manager
E. National sales manager
Relationship marketing is based on the idea that:
A. important customers need continuous attention.
B. a salesperson can never really know too many people.
C. the burden of quality rests with the seller of the product.
D. a salesperson is only as successful as the product being sold.
E. friends and referrals are the key to long-term sales performance.
Which of the following statements about the price/value formula is true?
A. The price/value formula is used to deal with product objections.
B. Value within the price/value formula does not change.
C. Price refers to the total package of benefits.
D. Price divided by value equals cost.
E. The buyer is concerned only with price.
According to the text, what are the three essential steps within the sales presentation, in
the correct order?
A. Price, marketing plan, and FAB
B. FAB, business proposition, and marketing plan
C. Marketing plan, FAB, and business proposition
D. Business proposition, FAB, and marketing plan
E. FAB, marketing plan, and business proposition
If you, the job applicant, are invited for a second interview, it is safe to assume that:
A. you are virtually guaranteed a job.
B. the employer seeks a diverse staff.
C. you met the minimum job qualifications.
D. your resume lacked enough information.
E. the interviewers are doubtful about hiring you.
A salesperson’s prospects go through several mental steps in deciding whether to buy
or not to buy the product. Select these steps in their correct order.
A. Interest, attention, desire, purchase, action.
B. Interest, desire, attention, conviction, purchase.
C. Attention, interest, desire, conviction, purchase.
D. Desire, attention, interest, conviction, purchase, action.
E. Attention, conviction, interest, desire, action, purchase.
What are the four steps of sales call planning?
Christopher Wright, a salesman of 3S Computers, is preparing for a very important
sales call and needs to be prepared for customer objections. What are the general
guidelines that Christopher should review regarding how to handle objections?
How do experienced salespeople guide the customer in the direction of a preplanned
outcome? Provide examples of statements or questions that might accomplish this goal.
What are the ‘seven deadly sins” of selling?
What are the benefits of making an appointment?
What is the sales process? What are the steps in the selling process?
List any six visual aids commonly used in sales presentations.
What is the relationship between the ELMS system and the 80/20 principle?
What are the two types of rewards that salespeople can earn? Give an example of
each.
What are caution signals? What are some examples of caution signals? Why is it
important for a salesperson to recognize and adjust a presentation when a buyer is
showing caution signals?