160) When handling ________ in sales, the professional approach can vary depending on the
situation, from acknowledging and converting them to ignoring them when they seem to be a
stalling tactic.
A) rationalizations
B) counteroffers
C) refusals
D) objections
E) qualifications
161) Which of the following statements should a salesperson use to acknowledge and convert the
prospect’s objection into a reason for buying?
A) “I think I might be able to explain that better to you after showing you this diagram.”
B) “Yes, you’re right, it is lighter but that is done intentionally to make your work easier.”
C) “That’s true. It does have a shorter shelf life, but that really hasn’t been a problem. It is so
popular it never stays on the shelf that long anyway.”
D) “Where did you hear that? Your source must have erroneous information.”
E) “As I was saying …”
162) Doug Ames sells Mercedes-Benz automobiles. While making his sales presentation to a
newly qualified prospect, the prospect said, “Doug, I would really like to buy the car, but you
know, the price of the automobile is just too high.” In order to answer the prospect’s objection,
Ames responded, “Sir, you are correct. The price of the Mercedes-Benz automobile is high
because of what you are getting for that price.” Ames then proceeded to describe the quality of
the materials used in the car, the high resale value of the car, and the dependability and prestige
associated with the Mercedes-Benz brand. What technique did Ames use to handle the prospect’s
objection?
A) the postpone technique
B) the agree and neutralize technique
C) the denial technique
D) the accept the objection technique
E) the acknowledge and convert technique
163) Which of the following statements should a salesperson use to postpone a prospect’s
objection?
A) “I think I might be able to explain that better to you by showing you a diagram after we have
looked at these specs.”
B) “Yes, you’re right, it is lighter but that is done intentionally to make your work easier.”
C) “That’s true. It does have a shorter shelf life, but that really hasn’t been a problem. It is so
popular it never stays on the shelf that long anyway.”
D) “Where did you hear that? Your source must have erroneous information.”
E) “As I was saying …”
164) During the sales presentation, the prospect interrupted the salesperson’s presentation and
said, “Wait a minute. This looks like it’s going to cost too much.” The salesperson responded, “I
think you’ll be delighted with how relatively inexpensive this program is. I’ll address the subject
of price in just a moment.” Which objection-handling technique has the salesperson used?
A) acknowledge and convert the objection
B) postpone
C) agree and neutralize
D) denial
E) ignore the objection
165) Which of the following statements should a salesperson use to agree with and neutralize an
objection?
A) “I think I might be able to explain that better to you after showing you this diagram.”
B) “Yes, you’re right, it is lighter but that is done intentionally to make your work easier.”
C) “That’s true. It does have a shorter shelf life, but that really hasn’t been a problem. It is so
popular it never stays on the shelf that long anyway.”
D) “Where did you hear that? Your source must have erroneous information.”
E) “As I was saying …”
166) During a sales call, you respond to a customer’s issue by saying courteously, “You’re
absolutely right, and I am going to make it my business to be sure that never happens again.”
Which method have you used to handle the objection?
A) postpone
B) denial
C) agree and neutralize
D) ignore
E) convert
167) Which of the following statements should a salesperson use to accept the objection?
A) “I think I might be able to explain that better to you after showing you this diagram.”
B) “Yes, you’re right, it is lighter. Customers haven’t mentioned that as a problem—why do you
think it might be?”
C) “That’s true. It does have a shorter shelf life, but that really hasn’t been a problem. It is so
popular it never stays on the shelf that long anyway.”
D) “Where did you hear that? Your source must have erroneous information.”
E) “As I was saying …”
168) Which of the following statements should a salesperson use as a denial response to a
prospect’s objection?
A) “I think I might be able to explain that better to you after showing you this diagram.”
B) “Yes, you’re right, it is lighter but that is done intentionally to make your work easier.”
C) “That’s true. It does have a shorter shelf life, but that really hasn’t been a problem. It is so
popular it never stays on the shelf that long anyway.”
D) “Where did you hear that? Your source must have erroneous information.”
E) “As I was saying …”
169) At which stage of the personal selling process would a salesperson obtain a purchase
commitment from the prospect?
A) approach
B) presentation
C) closing
D) follow-up
E) sale
170) The closing stage in the selling process includes identifying telltale signals indicating a
readiness to buy including
A) body language, statements, and questions.
B) questions, financial negotiation, and counteroffers.
C) negotiations, questions, and requests for assurance.
D) eye contact, body language, and requests for assurance.
E) questions, statements, and financial negotiations.
171) Three closing techniques are used when a salesperson believes a buyer is about ready to
make a purchase. They are ________ closes.
A) assumptive, trial, and presumptive
B) trial, assumptive, and urgency
C) presumptive, trial, and final
D) trial, final, and urgency
E) assumptive, presumptive, and final
172) In personal selling, a trial close refers to
A) asking the prospect to make a decision on some aspect of the purchase.
B) allowing the prospect to use or lease the item on a limited, temporary basis before making a
final commitment of purchase.
C) committing the prospect quickly by making references to the time limits of the purchase.
D) making an exchange of money or other unit of value.
E) asking the prospect to make choices concerning delivery, warranty, or financing terms.
173) Asking the prospect to make a decision on some aspect of the purchase is referred to as
________ close.
A) an urgency
B) a preemptory
C) a presumptive
D) a trial
E) a final
174) An assumptive close refers to
A) demanding the prospect to make a decision on some aspect of the purchase.
B) allowing the prospect to use or lease the item on a limited temporary basis before making a
final commitment of purchase.
C) committing the prospect quickly by making references to the time limits of the purchase.
D) making an exchange of money or other unit of value.
E) asking the prospect to make choices concerning delivery, warranty, or financing terms.
175) At the end of her sales presentation, the salesperson asks, “Do you want to make monthly
payments of $75 with a 10 percent down payment or would you prefer to write a check for the
full amount today?” She has just made
A) an assumptive close.
B) a consultative close.
C) a proactive close.
D) an urgency close.
E) an adaptive close.
176) An urgency close refers to
A) asking the prospect to make a decision on some aspect of the purchase.
B) allowing the prospect to use or lease the item on a limited temporary basis before making a
final commitment of purchase.
C) making an exchange of money or other unit of value.
D) quickly committing the prospect by making references to the time limits of the purchase.
E) asking the prospect to make choices concerning delivery, warranty, or financing terms.
177) Davidson-Uphoff & Co. sells ironware accessories for home and garden to retailers. When
its salesperson told the prospect, “For this week only, we will pay all the shipping costs for new
customers,” the salesperson was using
A) a reactive close.
B) an assumptive close.
C) an urgency close.
D) a consultative close.
E) a definitive close.
178) When a salesperson in the Apple store asks, “Will that be charge or cash?” he has executed
which stage of the personal selling process?
A) closing
B) approach
C) presentation
D) handling objections
E) follow-up
179) Russ Berry Co. sells stuffed animals and holiday gifts. When its salesperson asks a retailer,
“Do you want to order the two dozen assorted bears or two dozen white-only bears?” he has
executed which stage of the selling process?
A) approach
B) presentation
C) handling objections
D) closing
E) follow-up
180) The final stage in the personal selling process is referred to as
A) presentation.
B) assumptive close.
C) decision confirmation.
D) urgency close.
E) follow-up.
181) In the personal selling process, the stage that includes making certain the customer’s
purchase has been properly delivered and installed and difficulties experienced with the use of
the item are addressed is referred to as the ________ stage.
A) urgency close
B) follow-up
C) assumptive close
D) presentation
E) postpurchase evaluation
182) At which stage in the personal selling process would a salesperson ask the customer
whether he or she is satisfied with the product?
A) assumptive close
B) final close
C) urgency close
D) follow-up
E) postpurchase evaluation
183) One reason follow-up is so important is that research shows that the cost and effort to
obtain repeat sales from a satisfied customer is roughly ________ that necessary to gain a sale
from a new customer.
A) one quarter of
B) one half of
C) the same as
D) twice
E) triple
184) A representative from AT&T called Dr. Michaels after he switched to its new U-verse
telephone system. The firm wanted to make certain he was satisfied and asked if he had any
questions concerning his new service. This is an example of ________ call.
A) an assumptive
B) a preemptive
C) a follow-up
D) a prospecting
E) a courtesy
185) Sales management consists of three interrelated functions: ________, sales plan
implementation, and sales force evaluation.
A) sales force identification
B) sales plan formulation
C) sales force communication
D) sales force size determination
E) sales force training
Figure 18-3
186) Figure 18-3 above depicts the sales management process that involves three interrelated
functions. B refers to
A) sales plan implementation.
B) sales force evaluation.
C) sales force determination.
D) sales force communication.
E) sales plan formulation.
187) Figure 18-3 above depicts the sales management process that involves three interrelated
functions. Box A refers to
A) sales plan implementation.
B) sales force determination.
C) sales force communication.
D) sales plan formulation.
E) sales force evaluation.
188) Figure 18-3 above depicts the sales management process that involves three interrelated
functions. C refers to
A) sales plan formulation.
B) sales force evaluation.
C) sales force determination.
D) sales force communication.
E) sales plan implementation.
189) ________ involves three tasks: setting objectives, organizing the sales force, and
developing account management policies.
A) Sales plan analysis
B) Sales plan formulation
C) Sales plan introduction
D) Sales plan evaluation
E) Sales plan implementation
190) A sales plan is a
A) method of determining a fair and equitable compensation plan.
B) method of identifying the target markets that most closely meet the special skills of the sales
force.
C) method for determining the size of a sales force that integrates the number of customers
served, call frequency, call length, and available selling time to arrive at a sales force size figure.
D) statement describing what is to be achieved and where and how the selling effort of
salespeople is to be deployed.
E) method that specifies times and places for direct communications between salespeople and
their supervisor.
191) A statement describing what is to be achieved and where and how the selling effort of
salespeople is to be deployed is known as a
A) sales plan.
B) sales force framework.
C) sales protocol.
D) selling work order.
E) sales assessment.
192) Formulating the sales plan involves three tasks: setting objectives, organizing the sales
force, and
A) hiring sales reps.
B) developing the marketing plan.
C) establishing the budget.
D) developing account management policies.
E) identifying qualified leads.
193) Which of the following tasks are involved in the sales plan formulation stage of the sales
management process?
A) Recruit and select the sales force, train the sales force, and compensate the sales force.
B) Develop account management policies, implement the account management policies, and
evaluate the account management policies.
C) Set objectives, organize the sales force, and develop account management policies.
D) Organize the sales force, establish quantitative assessment, and implement follow-up.
E) Organize the sales force, set motivational sales quotas, and evaluate the individual members
of the sales force.
194) Selling objectives can be ________ and focus on dollar or unit sales volume, number of
new customers added, and profit. Alternatively, they can be ________ and emphasize the
number of sales calls and selling expenses.
A) input-related; output-related
B) financially related; accounting-related
C) customer-related; salesperson-related
D) short-term; long-term
E) output-related; input-related
195) The sales manager told the salesperson, “Your goal is to increase units sold for the second
quarter 5 percent compared to the same period last year.” The sales manager voiced ________
sales objective.
A) an output-related
B) an input-related
C) a behaviorally related
D) a cold-call related
E) a market-related
196) All of the following are output-related sales objectives except which?
A) unit sales
B) profit
C) number of new customers
D) number of sales calls
E) dollar sales
197) The sales manager instructed the salesperson to “make at least 500 customer contacts
between January 1 and July 1.” The sales manager voiced ________ sales objective.
A) an output-related
B) an input-related
C) a behaviorally related
D) a comprehensive-related
E) a market-related
198) One type of sales objective is ________, which is typically specific for each salesperson
and includes his or her product knowledge, customer service, and selling and communication
skills.
A) output-related
B) input-related
C) profit-related
D) expertise-related
E) behaviorally related