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Which of the following statements regarding product benefits is most likely true?
A) People do not buy benefits, they buy features.
B) A benefit provides the customer with a personal advantage.
C) Prospects usually display equal interest in features and benefits.
D) Product features and benefits are the same but presented differently to consumers.
E) Salespeople should avoid describing features and focus exclusively on product
benefits.
The best closing method is:
A) the one the sales manager prefers
B) the one that is appropriate to the customer
C) the one the salesperson has rehearsed most often
D) either the assumptive or the summary-of-benefits close
E) the multiple options close
Clyde, the owner of Quick-Clean, a laundromat, notices that the laundromat across the
street, E-Z Clean, offers free pick-up and delivery of laundry from Monday to Friday,
9-5. Clyde has observed that many Quick-Clean customers seem frazzled and
overburdened both when they drop clothing off before work in the morning and when
they pick up their clean laundry after work.
The other laundromat, E-Z Clean, offers free pick-up and delivery during a narrow time
frame, which is most likely an example of:
A) a product based on a company's resources, not customers' needs
B) a product based on industry information, not company resources
C) a product developed after trial and error
D) a customer-facing sales staff
E) a customer loyalty program
When a prospect simply cannot imagine how a product can be used, a salesperson's best
strategy is to:
A) use a product demonstration
B) convert features to benefits
C) cover one idea at a time
D) appeal to more than one sense
E) use more technical terms
The training programs of both small and large marketing firms should incorporate three
dimensions. One of them is knowledge of the product line, company marketing
strategies, territory information, and business trends. What are the other two?
A) knowledge of personal selling skills; in-field sales training with supervision
B) knowledge of personal selling skills; knowledge of self and others
C) knowledge of company policies, procedures and benefits; stress management
D) explanation of compensation methods; in-field sales training with supervision
E) attitudes toward the company, its products, and its customers; application of personal
selling principles and practices
Active listening involves:
A) indicating that you are paying attention to the speaker by giving verbal and
nonverbal feedback
B) saying "yes" and "I hear you" in response to the speaker
C) nodding your head in rapid succession to indicate agreement with the speaker
D) agreeing with what the speaker is telling you
E) thinking of follow-up questions while the speaker is talking
What is the first step in developing an effective sales training program?
A) measuring sales training interest levels
B) conducting a training needs assessment
C) establishing a sales training budget
D) setting sales training goals
E) selecting a training provider
An approach that goes directly to showing the product to the prospect is the:
A) referral approach
B) question approach
C) product demonstration approach
D) survey approach
E) premium approach
Clyde, the owner of Quick-Clean, a laundromat, notices that the laundromat across the
street, E-Z Clean, offers free pick-up and delivery of laundry from Monday to Friday,
9-5. Clyde has observed that many Quick-Clean customers seem frazzled and
overburdened both when they drop clothing off before work in the morning and when
they pick up their clean laundry after work.
What service could Clyde most likely offer to eliminate stress for his customers that his
competitor does not offer?
A) free fabric softener on any drop-off order
B) free pick-up and delivery Monday to Friday from 9 am to 5 pm
C) free pick-up and delivery seven days a week from 6 am to 11 pm
D) drop-off and pick-up of laundry only on weekends, when customers are not as
stressed
E) keeping the laundromat open 24 hours a day
Grackin Corporation is expanding into a new territory in which they are not as
well-known as they are in their current territories. As part of this new push, the sales
director decides to use a strategy that involves making aggressive cold-calls and hosting
frequent educational seminars.
After an educational seminar, Grackin sales representatives are excited because they
experience a major increase in the number of potential prospects. However, Anita, the
Grackin sales manager, makes the following statement to the sales team: €The sheer
number of prospects a sales representative cultivates does not necessarily indicate the
quality of the sales representative's pipeline.€ What does Anita most likely mean?
A) A sales representative's pipeline is considered high quality when it contains
prospects in multiple industries.
B) Prospects are only valuable if they are qualified, so a few qualified prospects are
better than many unqualified ones.
C) Of all the prospects in a sales representative's pipeline, the only ones of value are the
ones that make referrals to other buyers.
D) Prospects are more valuable at different points in the pipeline, so it is impossible to
determine the value of a sales representative's pipeline.
E) A sales representative who works harder to convince prospects to buy will have a
more valuable pipeline than one who simply tries to fill prospects' needs.
Newly hired salespeople are more likely to become productive staff members if they
participate in a job orientation and a(n):
A) training program
B) college recruitment session
C) tour of the production facilities
D) introduction to corporate personnel
E) induction ceremony
When a teenage girl asks her best friends for their opinions on a career opportunity, she
is most likely seeking support from which of the following groups?
A) culture
B) subculture
C) social class
D) reference
E) mastery
A well-thought-out plan for establishing, building, and maintaining quality relationships
is a:
A) relationship strategy
B) customer strategy
C) product strategy
D) presentation strategy
E) personal selling philosophy
A buyer with a(n) ________ communication style most likely needs support and social
acceptance from a salesperson.
A) directive
B) rational
C) supportive
D) emotive
E) reflective
