Sales force automation addresses three broad areas of functionality: personal
productivity, communications, and order processing and customer service.
According to the text, closing the sale should be the hardest part of the presentation.
Segmenting the market into territories can be very effective in industries like insurance
and retail.
Benefit statements are useful in situations where you do not know the prospect’s
critical needs and when you have sufficient time to make a presentation.
Building rapport quickly with new customers is facilitated through the steps of
creative imagery.
A disadvantage of the formula sales presentation is that its format often prevents
information from being logically presented.
The sales process refers to a sequential series of actions by the salesperson that leads
toward the customer taking a desired action and ends with a follow-up to ensure
purchase satisfaction.
Integrity, trust, and character are the building blocks of a Golden Rule salesperson’s
values.
The memorized presentation is also called the persuasive selling presentation.
Telephone prospecting is more expensive than the use of canvassing sales force for
contacting a large number of prospects.
According to the text, empathy and kindness are the primary bridges between buyer
and seller.
An individual in the pre-conventional stage of morality asks, ‘œWhat can I get away
with?’
The situation question used in the SPIN approach must always be asked last.
A retail salesperson sells goods or services to consumers for personal and business
use.
It is wise to use the account segmentation approach in a market with heterogeneous
needs.
Sales training is the effort put forth by an employer to provide the opportunity for the
salesperson to receive job-related skills and knowledge that improve sales success.
Disagreement signals should alert the salesperson that the prospect is either neutral to
or skeptical of what is being said in the sales presentation.
A detail salesperson concentrates on directly soliciting orders.
After a sale has been made, there is no need for the salesperson to maintain relations
with the customer.
According to Megatrends 2010 by Patricia Aburdene, the greatest megatrend in the
U.S. is:
A. business communication.
B. excessive consumerism.
C. global environmentalism.
D. spirituality in business.
E. personal growth.
Aaron is nervous about going on his first sales call. Which of the following would be
the best advice to give Aaron?
A. “Ignore customer objections.”
B. “Focus only on the competition.”
C. “Carefully plan and rehearse the sales call.”
D. “Encourage the customer to buy the product even if it’s not needed.’
E. “Schedule the length of each sales call to be no more than 30 minutes.”
A sales manager who uses the persuading leadership style most likely:
A. shares all decision-making authority.
B. makes decisions without discussion.
C. makes and discusses most decisions.
D. seeks mutually created decisions.
E. offers no decision-making direction.
Which of the following is NOT part of the acronym SSUCCESS?
A. Use of the Golden Rule
B. Stamina for the job
C. Personal characteristics
D. Strategic thinking
E. Cultural sensitivity
Sheila Dunn is the author of a children’s book. A retail bookstore chain has agreed to
advertise Sheila’s book aggressively with lots of countertop literature racks, posters,
banners, and life-size images of the characters from her book. All of these are examples
of:
A. trade sales promotion efforts.
B. point-of-purchase displays.
C. shelf positioning tools.
D. shelf facing tactics.
E. retailer premiums.
Which compensation plan most likely discourages the use of high-pressure selling
techniques?
A. Straight commission
B. Salary and commission
C. Structured commission
D. Straight salary
E. Salary and bonus
Which of the following is illustrated if a contract requires that a wholesaler purchase
products from one manufacturer?
A. Reciprocity
B. Exclusive dealership
C. Product discrimination
D. Deceptive slotting
E. Price discrimination
All of the following hold true of the customer relationship model EXCEPT:
A. it requires consultative selling.
B. a buyer’s strategic needs are linked to a salesperson’s creative solutions.
C. the relationship is expected to be short-term.
D. the relationship must be mutually beneficial for the buyer and the seller.
E. both customers and sellers accomplish their goals.
Which term refers to the value or worth of a product that attracts the buyer to exchange
money or something of value for the product?
A. Price
B. Promotion
C. Depreciation
D. Premium
E. Gross margin
According to the text, the development of a strong relationship between the salesperson
and the prospect begins:
A. with the follow-up.
B. when the salesperson analyzes the customer’s needs.
C. when the first order is placed.
D. when all objections have been handled.
E. when the customer is presented with product benefits.
_____ refers to a salesperson’s ability to work and contact people throughout an
account, to discuss a product.
A. Order taking
B. Sales power
C. Account accessibility
D. Customer satisfaction
E. Account penetration
The compliment close is most effective when the prospect is:
A. a previous customer.
B. a friend or relative.
C. greedy.
D. nervous.
E. hostile.
According to the Golden Rule of Selling, referrals are gained by:
A. encouraging customers to hear to what you are saying.
B. demonstrating how much you want to succeed.
C. demonstrating integrity with customers.
D. following the 80/20 principle of selling.
E. making sure every sale results in a purchase.
Margaret is unhappy about her experience with All-Brand Appliance Store. When she
purchased a new refrigerator on Monday, she explained that her old one had stopped
functioning and that speedy delivery of the new one was vital because she was trying to
keep her food fresh in an ice chest. It is late Thursday afternoon and her refrigerator has
not yet arrived. Margaret is unhappy with All-Brand’s:
A. social responsibility.
B. ethical ombudsmanship.
C. marketing strategy.
D. sales quotas.
E. service quality.
Which of the following is the most likely reason that salespeople plan their sales calls?
A. Shortening the sales presentation
B. Overcoming customer objections
C. Establishing professionalism
D. Utilizing new technologies
E. Training new employees
When communicating via e-mail messages, a salesperson should never:
A. use friendly closings.
B. write concisely.
C. use salutations.
D. use all capital letters.
E. include subject headings.
Janette Hue sells vending machines. Her goal when dealing with a stalling objection is
to:
A. outline disadvantages of the competition’s product or service.
B. help the prospect examine reasons for and against buying now.
C. provide the prospect with helpful visual aids and brochures.
D. make the prospect mad enough to take some kind of action.
E. prevent the prospect from making a hasty decision.
A salesperson who used a(n) _____ would be able to track customer buying patterns.
A. hashtag
B. computerized atlas
C. management information system
D. shared worksheet platform
E. geographic information system
Territorial evaluation is the establishment of _____ for the individual territory in the
form of qualitative and quantitative quotas or goals.
A. ELMS standards
B. break-even point
C. time limits
D. key accounts
E. performance standards
Clearwater Hampers
Clearwater Hampers is a small British company that sells luxury food and drink in
various combinations in picnic hampers. Food and wine are seen as classic, fail-safe
gifts in a market where present-buying is increasingly tricky. Corporate customers, both
in the United Kingdom and abroad, are important to the business. Clearwater has had
several orders for more than a quarter of a million dollars. The company’s leading
salesperson, Peter Austin, is preparing the approach he will use during his first sales call
on the CEO of Diamonite, a company that specializes in designing, manufacturing, and
installing aircraft interiors for executives and heads of state.
To use questions effectively in his approach, Austin most likely needs to:
A. create reciprocity.
B. steer clear of any preconceived answers.
C. anticipate the answers of the questions.
D. remove all distractions from the immediate environment.
E. agree to everything the prospect says.
It is important to emphasize benefits in a sales presentation to a prospective buyer
because benefits:
A. focus on the psychological reasons of a purchase.
B. fulfill the buyer’s needs and motives.
C. fulfill the buyer’s economic wants.
D. focus on rational reasons of a purchase.
E. focus on emotional reasons for a purchase.
The formula presentation is often referred to as the _____ presentation.
A. modified rebuy
B. memorized
C. persuasive selling
D. transactional
E. need-development
Briefly distinguish between the Internet and the World Wide Web.
What is the gap between sellers and buyers? How can the gap be bridged?
What does the acronym SSUCCESS signify? Explain briefly.
Comment on the following statement: “Today’s salespeople need to be creative
problem-solvers.”
How does the modified T-account close differ from the T-account close?
Several methods are used to uncover the prospect’s needs. These methods create the
acronym L-O-C-A-T-E. Explain this acronym and how salespeople use it.