The alternative-choice close allows prospects to choose between buying and not
buying the product from the salesperson.
The introductory approach involves distributing free samples and novelty items.
When a prospect receives a personal phone call during a sales presentation, the
salesperson should offer to leave the room.
E-selling is limited to sales made through the use of Web sites.
Jobs such as inside retail sales and outside delivery are typically performed by
order-getters.
The attainment of sales force goals in an effective manner is called sales management.
Before making a sales call, the salesperson should first qualify an account, which
means the account should meet the firm’s credit standards.
The success of cold canvass prospecting method relies solely on volume of calls made.
If a salesperson sells to customers and does not contact them again, it is known as
relationship selling.
The three levels of customer relationship selling are transformation selling, relationship
selling, and partnering.
Prospect pools generally include referrals and orphaned customers.
A salesperson can help buyers be satisfied with a product by continually reinforcing
buyers’ decisions and reminding buyers how well the product actually fulfills their
needs.
The compensation method of handling objections is also known as the boomerang
method.
Cooperative advertising is paid for by retailers and designed to reach industrial buyers.
In most cases, an individual’s moral development becomes increasingly mature.
Security, comfort, self-preservation, and personal pleasure are common psychological
needs of buyers.
Price refers to the value of a product that attracts the buyer to exchange something of
value for the product.
Marginal listening is the most complex and final level of listening that involves high
levels of concentration.
In order to build long-term relationships with customers, salespeople need to present
adequate information to buyers and apply enough pressure to ensure quick sales.
Which component of a customer benefit plan most likely includes price, percent
markup, and ROI?
A. Customized marketing plan
B. Business proposition
C. Sales call objective
D. Customer profile
E. Purchase order
Salespeople using the _____ approach recognize their territories contain accounts with
heterogeneous needs and differing characteristics that require different selling
strategies.
A. account segmentation
B. market diversification
C. undifferentiated selling approach
D. territorial development
E. market penetration
Persuasion is defined as:
A. a means of creating an immediate erosion of territorial space.
B. a coercive motivational tool used to change public interests.
C. the ability to change a person’s belief, position, or course of action.
D. an unethical tool for handling legitimate objections.
E. the ability to create supply and demand.
Which of the following is the best example of a stalling objection?
A. “Your price is too high for the quality.”
B. “Your competitor makes a more efficient refrigeration unit.”
C. “You’ve got to do better than that with the price and financing.”
D. “Sounds good! I’ll need to clear it with my boss before I can make a purchase.”
E. “I think you have a great product, but at this moment we don’t need a new security
system.”
“Which do you want’”the flexible goggles or the rubber frame goggles?” This is an
example of a(n) _____ close?
A. Assumptive
B. Standing-room-only
C. Alternative-choice
D. Technology
E. Continuous-agreement
According to the text, the two skills needed to be an effective sales communicator are:
A. requesting and receiving persuasive signals.
B. asking and answering open-ended questions.
C. organizing and summarizing statistics.
D. preparing and presenting information.
E. encoding and decoding messages.
Amanda is a B2B salesperson. She believes that the modified balance sheet close is
best suited to sell her products. Amanda would most likely avoid:
A. openly listing the benefits of her products to prospects.
B. reminding the prospect of negative product attributes.
C. using technological aids for her presentations.
D. group presentations involving multiple buyers.
E. describing technical specifications of products.
Perceived purchase satisfaction is:
A. the salesperson’s product perception.
B. a positive feeling towards the product.
C. based on actual product performance and customer service.
D. the difference between product expectation and actual experience.
E. the expected satisfaction level of a product at a particular design stage.
The Clayton Act prohibits actions that would:
A. prevent union formation.
B. void product warranties.
C. misrepresent product features.
D. substantially lessen competition.
E. limit the right to work.
What is the meaning of Elmer Wheeler’s statement, ‘œSell the sizzle, not the steak’?
A. People buy for unknown emotional reasons.
B. Most purchases are made habitually.
C. People buy for economic benefit.
D. Direct marketing is ineffective.
E. Features outweigh advantages.
Billy Marshall sells blank aluminum cans for soda manufacturers to fill. Billy would be
best classified as a(n):
A. detail salesperson.
B. account representative.
C. sales engineer.
D. direct salesperson.
E. industrial products salesperson.
Roy loves cooking and recently quit his job as an engineer to open a restaurant in a
small, rural town. Roy serves the most exquisite cuisine in an elegant atmosphere.
Nevertheless, sales have been so slow that Roy may have to close the restaurant. Roy’s
only competitor is a very successful café that serves your choice of one meat, three
vegetables, and dessert cooked “country style” with tea or coffee for under $6.00 per
person. Roy’s business is most likely struggling because Roy has a _____ orientation.
A. customer
B. selling
C. marketing
D. production
E. promotion
Stage Technologies
Stage Technologies is a London-based company that supplies engineering solutions for
the entertainment industry. The company installs winches, stage lifts, and other
equipment commonly used in stage productions. The equipment is designed so it can be
operated from a single console without awkward or heavy lifting. Both opera
companies and theaters see the benefit of such a system, but many are reluctant to buy
because of perceived costs. John Hastie and Mark Ager, the company’s best salespeople,
must design sales presentations that address these concerns.
Ager and Hastie are presenting a proposal to a theater group. People in attendance
include various accountants, actors, and producers. The sales presentation should
include all of the following EXCEPT a(n):
A. statement regarding the firm’s guarantees.
B. list of theaters the company has equipped.
C. history of the company and its mission.
D. list of the firm’s safety credentials.
E. price list for basic systems.
You are calling the purchase manager of a hotel to sell a hydro seeder for their garden.
The buyer tells you, “I know that your spray arms get rusted easily.” You know that the
spray arms are made up of stainless steel and will not get rusted easily. Which technique
is best suited in handling this objection?
A. Dodging
B. Boomerang
C. Questioning
D. Direct denial
E. Indirect Denial
All of the following are the appropriate times for a salesperson to use a trial close
EXCEPT:
A. after making a strong selling point in the presentation.
B. immediately before moving to close the sale.
C. immediately after closing the sale.
D. after answering an objection.
E. after the presentation.
Anderson is a used cars salesperson, and he believes in the Golden Rule of Personal
Selling. He would most likely believe that:
A. profit maximization is the ultimate goal of business.
B. an action is acceptable if it is legally correct.
C. salespeople should be driven by pride and achievements.
D. money and long-term customer loyalty are essential.
E. positive sales results are to be attributed to other people.
Since it is essential to build a long-term relationship with buyers, the salesperson’s job
is to:
A. persuade the customer to perform the desired action without much delay.
B. coerce the customer to make a decision in favor of the company as early as possible.
C. present necessary information for the buyer to make an educated decision.
D. influence the customer-decision making process by manipulating available
information.
E. make sales presentations that are favorable to the company and its products.
_____ is the process of determining if a suspect is to become a prospect.
A. Scheduling
B. Networking
C. Qualifying
D. Routing
E. Funneling
Which of the following is the main goal of a sales manager?
A. Achieving desired level of sales volume, profits, and growth
B. Engaging in long-term strategic demand forecasting
C. Recruiting the best people available for sales jobs
D. Developing job descriptions for filling positions
E. Identifying high-volume sales organizations
What is the main similarity between the minor-points close and the alternate-choice
close?
A. Buyers are hostile.
B. Risk factors are high.
C. Buyers are typically decisive.
D. Features and benefits are summarized.
E. Buyers must decide between two options.
If Cary left her pharmaceutical sales job to take a management position in another
company, her customers would become:
A. suspects
B. prospects.
C. segments.
D. orphans
E. referrals.
Beth, an experienced salesperson, has recently been given a key account. Beth is
motivated to perform a good job but is having trouble effectively carrying out her
responsibilities. Beth is having a meeting with her sales manager to address the issue.
Which leadership style should Beth’s manager most likely use?
A. Persuading
B. Telling
C. Consulting
D. Delegating
E. Participating
Which of the following is an example of a guideline to follow when using visual aids,
dramatics, and demonstrations?
A. Let the presentation come naturally; do not rehearse.
B. Avoid trial closes during a demonstration.
C. Make your sales objectives simple, clear, and straightforward.
D. Maintain control by discouraging prospect participation.
E. Use a memorized sales presentation to ensure that no FAB is omitted.
Sheridan decides to buy his first car. The car salesperson promises to arrange a car
loan for him if he also purchases the auto insurance. This is a classic example of:
A. misrepresentation.
B. reciprocal selling.
C. a Green River dealership.
D. discriminatory selling.
E. a tie-in sale.
The most important activity for ensuring repeat sales is:
A. understanding the prospect’s product line.
B. prospecting on a regular basis.
C. getting multiple referrals.
D. expanding the sales territory.
E. providing follow-up and service.
How can you show your appreciation to customers?
Distinguish between shelf positioning and shelf facings.
What sort of knowledge should you have about your resellers?
Briefly describe the various leadership styles.
You have decided to open your sales presentation with either a demonstration or a
statement. List what three basic objectives you should hope to accomplish with the
technique you choose.
What is a parallel referral sale? How can a salesperson facilitate a parallel referral
sale?
What is an acceptance signal? Provide a few examples of actions that could be
acceptance signals.