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In a situation in which the customer may not be fully aware of a problem, the
salesperson will most likely need to:
A) recommend another source
B) ask more probing questions
C) end the sales call and ask for another meeting
D) recommend a configured solution immediately
E) define the problem and recommend the solution
Joelle Williams is a personal coach who works primarily with sales representatives at
the Colotel Corporation, a company that manufactures and sells copiers and peripherals.
Joelle works on manners, nonverbal cues, and personal goal setting with the Colotel
sales reps. Colotel prides itself on hiring locally and using regional ties to advance
relationships with customers.
What is the best advice Joelle can give to sales representatives regarding punctuality for
appointments?
A) Lateness only matters if the prospect is on time and notices that the sales rep is late.
B) Lateness is relative, and prospects in certain areas will expect a sales rep to be late.
C) Lateness shows familiarity with the prospect, so it is a way to establish rapport.
D) Lateness is viewed as disrespectful to most prospects, so always arrive early.
E) Lateness can be overcome by offering excellent products at low cost.
Which of the following is most important when selecting a wardrobe for sales work?
A) fabric content
B) appropriateness
C) current fashion
D) comfort
E) cost
As a presentation strategy, which of the following makes the most sense for
XFormation sales representatives to follow?
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) Rehearse the standardized presentation so extensively that it is smooth and flawless,
and any prospect would buy from the salesperson.
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.
Juan Alcobar is junior sales representative for a large equipment manufacturer. Sarah
Gittins, a senior sales representative, has requested that Juan help her to prepare a sales
presentation for a new prospect.
Juan and Sarah make a second call on the client to present the proposal. After thanking
the prospect for agreeing to a meeting, Sarah says, "I would like to accomplish three
goals during the time you've given us today." Which approach is Sarah most likely
using?
A) customer benefit
B) referral
C) premium
D) agenda
E) survey
A typical company will lose approximately what percent of its customers every year?
A) 5 to 10
B) 15 to 20
C) 25 to 30
D) 35 to 40
E) 45 to 50
All of the following are recommended guidelines for effectively making social contacts
EXCEPT:
A) responding to the customer's comments
B) making nonverbal gestures of listening
C) discussing your personal experiences
D) maintaining appropriate eye contact
E) initiating the social contact
A grain supplier to cattle farmers has developed a new grain mixture, Green Grain, with
nutritional additives that approximate the nutrient mixture in grass. Farmers who feed
their cattle this enriched grain can sell beef and milk that taste similar to grass-fed beef
and have many of the nutritional benefits to humans of grass-fed beef or dairy at a
significantly lower production cost than actual grass-fed beef or dairy.
Green Grain marketers have established a positioning plan that stresses low price.
Salespeople are expected to use transactional selling tactics and offer discounts and
allowances to farmers as needed. Which type of discount would most likely be given to
a farmer who agrees to put the Green Grain logo on the side of his barn and Green
Grain signs along the road near his farm?
A) dealer allowance
B) trade discount
C) seasonal discount
D) promotional allowance
E) functional discount
The dimensions of need discovery usually begin with:
A) asking appropriate questions
B) configuring a solution
C) listening to customer response
D) establishing a buying motive
E) acknowledging customer response
A best practice by which salespeople can use technology to strengthen relationships
with customers is by:
A) allowing customers to cancel orders without having to talk to a person
B) sending email confirmations of appointments or agreements
C) sending form letters with business cards through the mail
D) placing automated prerecorded phone calls to customers on a programmed schedule
E) faxing large numbers of sales letters to potential leads
What is the best motivation suggestion for sales managers?
A) Use external motivation methods exclusively because of their success.
B) Recognize that internal motives are consistent throughout a sales career.
C) Recognize that external motivation has almost no impact on performance.
D) Attempt to motivate with a mix of external rewards and internal satisfaction.
E) Employees who do not respond to external motivation will never perform well.
The positioning process:
A) must be continually modified to match customer wants and needs
B) is a fixed value-added process conducted by the salesperson
C) involves isolation from the competition
D) is performed by the customer in the buying cycle
E) should be performed every five years
Joelle Williams is a personal coach who works primarily with sales representatives at
the Colotel Corporation, a company that manufactures and sells copiers and peripherals.
Joelle works on manners, nonverbal cues, and personal goal setting with the Colotel
sales reps. Colotel prides itself on hiring locally and using regional ties to advance
relationships with customers.
Joelle most likely advises sales representatives to:
A) speak more quickly during sales presentations to encourage fast sales
B) maintain the same speech rate during all conversations with customers
C) correct grammar problems to ensure that communication is clear and precise
D) use technical terms and youthful phrases to convey an energetic personality
E) employ the local accent, even if they are not from that area, to bond with local
buyers
A salesperson with sales intelligence will most likely be able to create value for a
prospect by having an understanding of the:
A) software analytics of the firm
B) product or service being sold
C) culture and vision of the prospect's firm
D) social and business background of the prospect
E) special discounts available from the prospect's firm
Ahmed ElShatif sells life and disability insurance to members of a large union in the
Willamette Valley region. His company is the only approved insurance vendor for the
union. Although he is not competing against other insurance agents, his prospects are
not required to buy any insurance coverage at all. He spends an average of 20 minutes
with each prospect, learning about their needs and explaining the various insurance
products, and choosing the right combination for each prospect.
Which statement from a prospect is best categorized as a requirement clue?
A) "I don't understand the purpose of disability insurance."
B) "When is the first payment due?"
C) "My entire family will need dental coverage."
D) "Will this insurance cover hospitalization?"
E) "I have coverage through my wife's job."
A good way to determine a customer's satisfactions is to:
A) ask the customer questions about their needs
B) find out what competitors are doing
C) utilize a research database
D) run statistical modeling
E) conduct training sessions
Jeremiah knows that it is possible to prepare a sales demonstration that is so structured
and mechanical that the prospect feels like a number. Marketing people refer to this as
what effect of the selling-buying process?
A) depersonalization
B) personalization
C) focalization
D) massification
E) concentration
As part of the marketing mix, the makers of the calendar will be running an advertising
campaign directed at working mothers. Another part of the marketing mix is sending
salespeople to sell:
A) calendars to retail outlets
B) calendars to working mothers
C) organizational skills to working mothers
D) nostalgia to organizers
E) organizational skills to online reviewers
