An emotional response that can take various forms such as feelings of regret, fear, or
anxiety is:
A) Saturday-morning syndrome
B) buyer’s high
C) buyer’s remorse
D) closing reluctance
E) closing reserve
Which of the following should Angie most likely focus on during her presentation?
A) the sleek packaging of CosMetRx products
B) the history of the CosMetRx company
C) the brightening facial effects of the product on the prospect
D) the discounts the prospect can receive if she purchases now
E) the toxin-free ingredients of CosMetRx products
Which of the following is the main goal for XFormation salespeople in terms of product
strategy?
A) Create products that customers really want to buy instead of products that the
company wants to sell.
B) Understand all the training products they sell and how to customize a package for
the customer.
C) Examine how they can add value for customers so the customers will continue to
contract with XFormation on a long-term basis.
D) Give a presentation to the customer after planning out the objectives carefully ahead
of time.
E) Understand the customer’s needs and what and how they need to buy.
Roni Harris, a college student in the business department of her local university,
originally planned to major in accounting. However, she discovered an interest in
product marketing and sales and is taking courses in these areas.
Roni, who lacks sales experience, has been assigned a mentor, Mark, who has been in
the Compu-Tex sales department for ten years. Mark tells Roni that he believes the best
way to build long-term relationships with customers is to follow the CARE model.
What should Roni most likely do if she takes Mark’s advice?
A) Emulate Mark’s speech and gestures when he gives sales presentations to clients.
B) Ask Mark for a list of qualified prospects to improve her chances of closing a sale.
C) Use CRM systems to ensure that clients receive software updates.
D) Follow through on customer service commitments.
E) Use positive self-talk to build her self-esteem.
Just Candles, a supply house for scented and unscented tapers and other ceremonial
candles to houses of worship, restaurants, and other establishments, has experienced a
downturn in business in the last two years. Upon investigation, the owner of Just
Candles learns that the same candles that they sell are available from online retailers for
at least 10% less. The firm will not be able to survive if customers continue purchasing
from competing e-retailers. Just Candles maintains a storefront for selling candles but
does not provide other services or products.
Which of the following would most likely be a value-added strategy that could boost
sales for Just Candles?
A) eliminating most candle sizes to focus on only tapers
B) visiting commercial customers to give them product brochures
C) offering classes for new customers on decorating with candles
D) lowering prices on all taper candles to compete with e-retailers
E) selling to customers in the local area using a mass marketing campaign
Kelly Addison is a designer clothing buyer for a chain of department stores. She has
gone through several negotiation certification programs and is considered an expert
negotiator by her peers.
Because Kelly is a tough negotiator, salespeople must be aware of how much flexibility
they have in terms of price, specifications, and delivery schedules. Which of the
following best helps a salesperson with determining the walk-away point when dealing
with Kelly?
A) SWOT
B) ZOPA
C) ROI
D) PLC
E) CRM
Which of the following is a buyer benefit that could be used by a person selling
automobile tires?
A) steel belted
B) service in all fifty states
C) 30,000-mile rating
D) manufactured in the U.S.A.
E) greater driving safety
The effort to sell better-quality products is called:
A) upselling
B) cross-selling
C) full-line selling
D) logrolling
E) leveraging
Which of the following is the customer strategy that XFormation salespeople should
use?
A) Understand all the training products they sell and how to customize a package for
the customer.
B) Examine how they can add value for customers so the customers will continue to
contract with XFormation on a long-term basis.
C) Give a presentation to the customer after planning out the objectives carefully ahead
of time.
D) Spend enough time with the customer that the salesperson lives and breathes the
customer’s business.
E) Understand the customer’s needs and what and how they need to buy.
Because this product looks similar to other products and only differentiates itself when
a customer uses it, customers might be more influenced to buy it because of:
A) advertising on websites geared to women
B) marketing campaigns in non-traditional outlets
C) word of mouth endorsements from other mothers
D) teacher recommendations
E) telephone marketing campaigns
Which of the following is a characteristic of technical communication?
A) influence-driven
B) benefit emphasis
C) emotional
D) subjective
E) objective
For each person, one of the four styles is usually:
A) dominant but hidden
B) dominant and easily detectable
C) dominant and problematic
D) recessive and easily detectable
E) recessive and transitional
A buyer with a(n) ________ communication style is influenced by emotion and should
not be pressured to make a quick decision.
A) directive
B) rational
C) supportive
D) emotive
E) reflective
Which of the following sectors would NOT be considered to be part the service
industry?
A) hotel
B) insurance
C) banking
D) real estate
E) chemicals
On average, an experienced, high-performing salesperson will find the highest
compensation opportunities with which approach?
A) feature/benefit
B) transactional
C) value-added
D) solution
E) directed
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.
Which of the following is a simple tool that would most likely ensure that Tammerline
Zoo provides excellent customer service?
A) blog
B) extranet
C) call report
D) customer survey
E) expansion selling
What is the most likely drawback of using too many technical terms during a sales
presentation?
A) a salesperson making a misstatement
B) the customer being too intimidated to purchase
C) the customer knowing more about the product than the salesperson
D) the customer wanting a product with fewer capabilities and benefits
E) the customer asking the salesperson difficult questions that cannot be answered
Which publication would most likely provide a salesperson with detailed information
on the citizens of a specific community?
A) Middle Market Directory
B) Thomas Register of American Manufacturers
C) Polk City Directory
D) Standard and Poor’s Corporation Records Service
E) Encyclopedia of Associations