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120) Exchanging business cards in Asia must be done with respect, according to the customs and
norms of the country or region. This protocol is considered important during which stage of the
personal selling process?
A) presentation
B) follow-up
C) preapproach
D) close
E) approach
121) At the ________ stage in the personal selling process, a salesperson begins converting a
prospect into a customer by creating a desire for the product or service he or she is selling.
A) preapproach
B) approach
C) presentation
D) close
E) follow-up
122) The objective at the ________ stage of the personal selling process is to convert a prospect
into a customer by creating a desire for the product or service.
A) presentation
B) approach
C) follow-up
D) preapproach
E) close
123) Which of the following is one of three major presentation formats used in the personal
selling process?
A) cold calling format
B) need-satisfaction format
C) formula-response format
D) stimulus-selling format
E) persuasive sales format
124) All of the following are sales presentation formats except which?
A) cold calling format
B) canned sales format
C) formula selling format
D) need-satisfaction format
E) adaptive selling format
125) A selling format that assumes that given the appropriate prompts by a salesperson, the
prospect will buy is referred to as a
A) formula selling presentation.
B) stimulus-response presentation.
C) stimulus-satisfaction presentation.
D) stimulus-selling presentation.
E) persuasive sales presentation.
126) A stimulus-response presentation refers to a format that
A) focuses on problem identification, where the salesperson serves as an expert on problem
recognition and resolution.
B) consists of information that must be provided in an accurate, thorough, and step-by-step
manner to inform the prospect.
C) assumes that given the appropriate appeal by a salesperson, the prospect will buy.
D) involves adjusting the presentation to fit the selling situation, such as knowing when to offer
solutions and when to ask for more information.
E) emphasizes probing and listening by the salesperson to identify needs and interests of
prospective buyers.
127) In a ________, the salesperson tries one appeal after another, hoping to "hit the right
button."
A) formula selling presentation
B) persuasive sales presentation
C) categorical-satisfaction presentation
D) stimulus-response presentation
E) progressive-selling presentation
128) A salesclerk at L. L. Bean uses ________ when he asks a customer if she also needs a pair
of hiking socks with the purchase of her mountaineering boots.
A) a stimulus-response presentation
B) a transactional sales presentation
C) need-satisfaction selling
D) consultative selling
E) formula selling
129) Suggestive selling is a form of
A) formula selling presentation.
B) stimulus-response presentation.
C) needs-satisfaction presentation.
D) hard sell presentation.
E) formalized sales presentation.
130) A waitress at a TGI Friday's restaurant uses ________ when she asks a party if they would
like another round of drinks.
A) inquiry selling
B) formula selling
C) suggestive selling
D) method selling
E) a canned sales presentation
131) Harry goes to the local Staples store to purchase a laptop. He asks many questions of the
salesclerk, compares various models on display, and decides on the Sony Vaio. The salesperson
then recommends to Harry that he should purchase an extended warranty service contract for the
computer. This is an example of
A) inquiry selling.
B) formula selling.
C) method selling.
D) suggestive selling.
E) need-satisfaction selling.
132) A selling format that consists of information that must be provided in an accurate, thorough,
and step-by-step manner to inform the prospect is referred to as a
A) traditional hard sell.
B) formula selling presentation.
C) stimulus-response presentation.
D) needs-satisfaction presentation.
E) straight rebuy sales pitch.
133) A formula selling presentation is a format that
A) emphasizes probing and listening by the salesperson to identify needs and interests of
prospective buyers.
B) focuses on problem identification, where the salesperson serves as an expert on problem
recognition and resolution.
C) consists of information that must be provided in an accurate, thorough, and step-by-step
manner to inform the prospect.
D) assumes that given the appropriate stimulus by a salesperson, the prospect will buy.
E) relies on exhibits at trade shows, professional meetings, and conferences.
134) When Tracy went to work as a new sales rep for Paradise Candles, she was told to use the
following speech in her sales presentations: "Hello, Mr./Ms. (customer name). My name is (your
name here). I'm calling on behalf of Paradise Candles. We carry the best wax-burning
mechanical candles available in the commercial decorating industry...." Paradise Candles
instructed Tracy to use
A) a formula selling presentation.
B) a stimulus-response presentation.
C) a needs-satisfaction presentation.
D) suggestive selling.
E) consultative selling.
135) A memorized, standardized message conveyed to every prospect is referred to as a
A) stimulus-response presentation.
B) canned sales presentation.
C) directed selling presentation.
D) mnemonic sales format.
E) standardized sales format.
136) Which type of sales presentation would be best suited for an inexperienced, less
knowledgeable salesperson?
A) need-satisfaction presentation
B) stimulus-response presentation
C) cold canvassing
D) canned sales presentation
E) directed selling presentation
137) Which of the following statements describes a major drawback associated with a canned
sales presentation?
A) A canned sales presentation provides too little information to prospects.
B) A canned sales presentation is difficult for inexperienced salespeople to use.
C) A canned sales presentation allows little room for feedback from prospective customers.
D) A canned sales presentation is too expensive and time-consuming.
E) A canned sales presentation lacks consistency.
138) The ________ is a selling format that emphasizes probing and listening by the salesperson
to identify needs and interests of prospective buyers.
A) formula selling presentation
B) stimulus-response presentation
C) marketing concept presentation
D) relationship selling presentation
E) need-satisfaction presentation
139) A need-satisfaction presentation is a format that
A) uses computer, information, communication, and Internet technologies to make the sales
presentation more effectively and efficiently.
B) consists of information that must be provided in an accurate, thorough, and step-by-step
manner to inform the prospect.
C) assumes that given the appropriate stimulus by a salesperson, the prospect will buy.
D) emphasizes probing and listening by the salesperson to identify needs and interests of
prospective buyers.
E) builds ties to customers based on a salesperson's attention and commitment to customer needs.
140) The ________ format, which emphasizes problem solving and customer solutions, is the
most consistent with the marketing concept and relationship building.
A) canned sales
B) formula selling
C) persuasive selling
D) need-satisfaction
E) stimulus-response
141) Two selling styles associated with the need-satisfaction presentation format are
A) adaptive selling and confrontational selling.
B) adaptive selling and consultative selling.
C) suggestive selling and canned selling.
D) adaptive selling and suggestive selling.
E) suggestive selling and consultative selling.
142) The car salesman asked you a few questions when you first arrived to the lot: "What type of
driving do you do?" and "How many people will you usually have riding in your car?" and then
suggested, "Maybe you should look at crossovers instead of sedans." Here, the car salesman was
using a
A) stimulus-response presentation.
B) formula selling presentation.
C) need-satisfaction presentation.
D) persuasive selling presentation.
E) canned sales presentation.
143) Davidson-Uphoff & Co. sells ironware accessories for home and garden to retailers. The
salespeople for this company are trained to ask probing questions such as, "What are the
decorating trends in this region?" and "What are you doing to take advantage of this trend?"
Once key ideas have been uncovered, the salesperson is taught to tailor his or her sales
presentation so that the retailer can see why he or she should carry Davidson-Uphoff products.
Davidson-Uphoff's salespeople are learning the ________ selling format.
A) need-satisfaction
B) formula
C) stimulus-response
D) creative
E) problem resolution
144) A need-satisfaction presentation format that involves adjusting the presentation to fit the
selling situation, such as knowing when to offer solutions and when to ask for more information,
is referred to as
A) relationship selling.
B) adaptive selling.
C) consultative selling.
D) proactive selling.
E) cooperative selling.
145) Adaptive selling is a presentation format that
A) emphasizes probing and listening by the salesperson to identify needs and interests of
prospective buyers.
B) focuses on problem identification, where the salesperson serves as an expert on problem
recognition and resolution.
C) consists of information that must be provided in an accurate, thorough, and step-by-step
manner to inform the prospect.
D) assumes that given the appropriate stimulus by a salesperson, the prospect will buy.
E) involves adjusting the presentation to fit the selling situation, such as knowing when to offer
solutions and when to ask for more information.
146) Sales research and practice show that knowledge of the customer and sales situation are key
ingredients for
A) progressive selling.
B) team selling.
C) formula selling.
D) adaptive selling.
E) missionary selling.
147) As a salesperson asks questions about a prospect's transportation system, the prospect says,
"What I really want is reliable transportation at the lowest price I can get." The salesperson stops
asking questions and pulls out a comparative price list that shows her company's transportation is
the lowest priced and most reliable on the market. The salesperson has engaged in
A) adaptive selling.
B) suggestive selling.
C) formula selling.
D) consultative selling.
E) relationship selling.
148) Consultative selling is a presentation format that
A) emphasizes probing and listening by the salesperson to identify needs and interests of
prospective buyers.
B) focuses on problem identification, where the salesperson serves as an expert on problem
recognition and resolution.
C) consists of information that must be provided in an accurate, thorough, and step-by-step
manner to inform the prospect.
D) assumes that given the appropriate stimulus by a salesperson, the prospect will buy.
E) involves adjusting the presentation to fit the selling situation, such as knowing when to offer
solutions and when to ask for more information.
149) A need-satisfaction presentation format that focuses on problem identification, where the
salesperson serves as an expert on problem recognition and resolution, is referred to as
A) adaptive selling.
B) suggestive selling.
C) formula selling.
D) consultative selling.
E) relationship selling.
150) With ________, problem solutions are not simply a matter of choosing from an array of
existing products or services. Rather, novel solutions often arise, thereby creating unique value
for the customer.
A) adaptive selling
B) formula selling
C) consultative selling
D) suggestive selling
E) relationship selling
151) Consultative selling is very prominent in
A) business-to-business marketing.
B) business-to-government marketing.
C) consumer-to-consumer marketing.
D) consumer-to-business marketing.
E) consumer-to-government marketing.
152) Recently, Gartner Research and 1To1 Media recognized Microsoft Dynamics Customer
Relationship Management (CRM) and its xRM framework for delivering increased productivity
and cost savings for customers worldwide. Microsoft experts work individually with customers
to flesh out what issues they have and adapt their enterprise software to meet the unique needs of
that customer. The Microsoft expert is most likely engaged in
A) relationship selling.
B) formula selling.
C) suggestive selling.
D) adaptive selling.
E) consultative selling.
153) Which two forms of selling are possible when a salesperson is viewed as an expert on
problem recognition and resolution?
A) adaptive selling and upselling
B) formula selling and adaptive selling
C) formula selling and suggestive selling
D) suggestive selling and formula selling
E) upselling and cross-selling
154) The practice of introducing a higher-end product solution than the one in question during
the sales process is referred to as
A) adaptive selling.
B) cross-selling.
C) formula selling.
D) upselling.
E) relationship selling.
155) The practice of proposing related or complementary products and services during the sales
process is referred to as
A) adaptive selling.
B) cross-selling.
C) formula selling.
D) upselling.
E) relationship selling.
156) Sellers view a solution as a customized and integrated combination of products and services
for meeting a customer's business needs. Buyers think of a solution to a business problem as one
that meets their requirements, is designed to uniquely solve their problem, can be implemented,
and
A) ensures follow-up.
B) can be evaluated.
C) is financially equitable.
D) is ethical.
E) is sustainable.
157) There are three key reasons for putting the customer into customer solutions in selling: (1)
considerable time and effort is necessary to fully understand a specific customer's requirements;
(2) effective customer solutions are based on relationships among sellers and buyers; and (3)
A) it is ultimately the customer who converts a lead into a sale.
B) only the customer knows how much it is willing to pay for any given solution.
C) consultative selling is central to providing novel solutions for customers, thereby creating
value for them.
D) only the salesperson knows when the solution has finally been found.
E) customers are better able to articulate their problems and solutions than sellers.
158) In the context of the personal selling process, excuses for not making a purchase
commitment or decision are referred to as
A) rationalizations.
B) equivocations.
C) refusals.
D) objections.
E) qualifications.
159) There are six commonly used techniques to deal with objections, one of which is to
A) redirect the conversation.
B) defer to a supervisor.
C) probe by asking additional questions.
D) distract by identifying competitor shortcomings.
E) postpone.
