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113) Today's customers expect a salesperson to have extensive product knowledge, to be
efficient and reliable, and to provide ideas to improve the customer's operations. These demands
are forcing companies to make higher investments in ________.
A) sales training
B) internal selling
C) management controls
D) advertising
E) sales promotions
114) ________ questions ask about the consequences of the buyer's problems.
A) Situation
B) Problem
C) Implication
D) Need-payoff
E) Solution
115) Jackson, the sales representative of a European manufacturer of commercial heavy duty
washing machines, calls on the hotels in California. During a sales call, he asks the housekeeping
manager of a hotel "How many bed sheets do you wash in a day, on average?" This question can
be classified as a(n) ________ question.
A) situation
B) problem
C) implication
D) need-payoff
E) consequence
116) Which of the following is an example of a problem question?
A) What system are you using to invoice your customers?
B) How does this problem affect your people's productivity?
C) What parts of the system create errors?
D) How much would you save if our company could help reduce errors by 80 percent?
E) Which operating system have you installed in your personal computer?
117) Which of the following types of questions directly enquires about the value or usefulness of
a proposed solution?
A) situation questions
B) problem questions
C) implication questions
D) consequence questions
E) need-payoff questions
118) Which of the following is the first step in the process of personal selling?
A) prospecting and qualifying
B) sales preapproach
C) sales presentation
D) unearthing objections
E) demonstrating advantages
119) A salesperson who is contacting possible buyers by mail or phone to assess their level of
interest and financial capacity is in the ________ step of the selling process.
A) preapproach
B) prospecting
C) qualifying
D) following up
E) objection handling
120) "How does this problem affect your people's productivity?" is an example of a(n) ________
question.
A) situation
B) implication
C) problem
D) need-payoff
E) challenge
121) In which of the following stages of personal selling does a salesperson tell the product story
to the buyer?
A) preapproach
B) prospecting
C) presentation
D) closing
E) objection handling
122) Representatives who are taught the SPIN method to build long-term relationships may ask
each of the following types of questions EXCEPT ________.
A) situation
B) speculation
C) problem
D) need-payoff
E) implication
123) When Saul asks his client, "What system are you using to invoice your customers?" he is
asking a ________ question.
A) situation
B) speculation
C) problem
D) need-payoff
E) implication
124) When Shen asks his client, "How much would you save if our company could help you
reduce errors by 80 percent?" he is asking a ________ question.
A) situation
B) speculation
C) problem
D) need-payoff
E) implication
125) IBM uses the BANT acronym during which stage of the sales process?
A) prospecting and qualifying
B) sales preapproach
C) sales presentation
D) unearthing objections
E) demonstrating advantages
126) In IBM's BANT acronym, B stands for ________.
A) budget
B) background
C) baseline
D) benchmark
E) basic
127) In IBM's BANT acronym, A stands for ________.
A) action
B) authority
C) activate
D) austerity
E) autonomy
128) In IBM's BANT acronym, N stands for ________.
A) noticeable
B) necessary
C) need
D) necessity
E) notify
129) In IBM's BANT acronym, T stands for ________.
A) touch
B) tempt
C) team
D) timeline
E) turn over
130) Which company uses 150 different signals — including dozens of online data feeds — to
rate customer leads?
A) IBM
B) Avon
C) SAS
D) FABV
E) Infer
131) Which of the following questions is LEAST relevant during the preapproach stage of the
sales process?
A) How is the purchasing process conducted at the company?
B) How is the purchasing department structured?
C) How can I overcome psychological resistance?
D) Is purchasing centralized?
E) What is the best contact approach?
132) In the FABV approach, ________ describe the economic, technical, service, and social
pluses delivered.
A) features
B) advantages
C) benefits
D) value
E) macroenvironment
133) If Jose is describing chip processing speeds and memory capacity, he is describing the
________ of his firm's offering in the FABV approach.
A) features
B) advantages
C) benefits
D) value
E) macroenvironment
134) In the FABV approach, if the salesperson is discussing the monetary terms associated with
the offering, s/he is talking about ________.
A) features
B) advantages
C) benefits
D) value
E) macroenvironment
135) ________ includes resistance to interference and a neurotic attitude toward money.
A) Psychological resistance
B) Logical resistance
C) Price sensitivity
D) Relationship inertia
E) Reactance
136) If a prospective client does not want to buy from you because he has a preference for an
established supply source, you are facing an objection due to ________.
A) psychological resistance
B) logical resistance
C) price sensitivity
D) relationship inertia
E) reactance
137) ________ includes objections due to proposed contract completion time, quality of goods
and services offered, purchase volume, product safety, and responsibility for financing, risk
taking, promotion, and title.
A) Psychological resistance
B) Logical resistance
C) Price sensitivity
D) Relationship inertia
E) Reactance
138) If a prospective client does not want to buy from you because she feels the price is too high,
you are facing an objection due to ________.
A) psychological resistance
B) logical resistance
C) apathy
D) relationship inertia
E) reactance
139) Sales representatives who are paid mostly in commissions require more supervision than
other salespeople.
140) An employee who provides clerical backup for outside salespersons, runs credit checks,
follows up on deliveries, and answers customers' business-related questions is called a sales
assistant.
141) A manager is using feed-forward sales supervision when he communicates what the sales
reps should be doing and motivates them to do it.
142) Implication questions ask about the consequences of a buyer's problems, difficulties, or
dissatisfactions.
143) Situation questions focus on the problems, difficulties, and dissatisfaction a buyer might be
experiencing with the existing situation.
144) Closing signs from the buyer include physical actions, statements or comments, and
questions.
145) Most companies set annual quotas. Quotas can be on dollar sales, unit volume, margin,
selling effort, or activity and product type. Compensation is often tied to the degree of quota
attainment. What problems does the setting of quotas present to both the company and to the
sales representative?
146) What are the six steps in personal selling?
147) Which type of questions allow salespeople to understand facts or explore the buyer's
present state of affairs?
148) You work as a sales representative in a company that manufactures surgical equipment.
Before calling on an important prospect, you decide to search the Internet and find out details
about him. What step in the selling process is being carried out here? What is the importance of
this step?
