A salesperson with contact management software has a map file for routing each day’s
schedule.
Conditions and hopeless objections cannot be handled by negotiation.
A salesperson’s objective in dealing with a stall is to help prospects evaluate the
reasons for and against buying now.
After defining a sales problem during a role-playing activity, a sales trainee is asked to
establish the situation by describing the largest potential account and its buyer.
Nervousness is a normal component of giving sales presentations, and there is nothing
that can be done to reduce it.
A divisional sales manager has a higher ranking in most firms than a regional sales
manager.
Visuals integrated into sales presentations increase retention and reduce
misunderstandings.
According to the text, it is critical that sales managers be driven by integrity, trust, and
morality because they have a significant impact on the compensation and careers of
salespeople.
For salespeople, the approach refers to the time when they first see the buyer to when
they begin to discuss the product.
The main function of personal selling is to build relationships with customers.
Emotional self-control is difficult for many salespeople to develop because of personal
and financial investments in making sales to customers.
A salesperson gains wisdom by trusting others and learning from mistakes.
When planning a sales call, the customer profile should be developed first and then
based on the customer profile, the sales call objectives should be determined.
One method to obtain information on competitors is through advertisements.
Although it is difficult to administer the straight commission plan, many organizations
prefer to use this plan because selling costs are kept in proportion to sales.
Senior sales representatives and regional sales managers are the primary trainers of the
sales force.
Assume that you are a male salesperson. What advice does the text give you about the
length of your hair?
A. Wear your hair long to show an optimistic outlook on life.
B. Use hair styling products to maintain a stylish appearance.
C. Wear your hair short to suggest a conservative, professional, and business-like
approach.
D. Wear your hair at a medium length to avoid offending prospects that prefer long or
short hair.
E. Consider the types of customers you will be calling on and select your hairstyle
accordingly.
Showing the buyer how to properly use the product and making realistic claims about
the product are two ways to:
A. reduce the buyer’s product satisfaction.
B. lower the buyer’s dissonance level.
C. increase the buyer’s dissatisfaction.
D. reduce routine decision making.
E. discourage whistle-blowing.
Robert, a sales representative for JBR International, is giving a group sales
presentation. Robert has gone through the opening steps of establishing the credibility
of JBR. What should Robert most likely do next?
A. Provide an overview of the firm’s growth
B. Use visual aids to discuss proposal specifics
C. Discuss the price for implementing the proposal
D. Gather input about the criteria for making a purchase
E. Summarize the short-term and long-term benefits of the product
Advertising developed and paid for by manufacturers and directed toward wholesalers
is most likely _____ advertising.
A. industrial
B. national
C. trade
D. retail
E. co-op
Ethical behavior:
A. refers to following the rules and treating others fairly.
B. refers to a firm’s economic level of social responsibility.
C. assumes that the individual is operating at an unrestricted moral level.
D. assumes that human interactions are primarily reciprocal.
E. refers to the devotion to a generic religious or social principle.
When a seller works continually to improve customers’ operations, sales, and profits it
is known as ____.
A. benefit selling
B. alliance selling
C. partnering
D. relationship selling
E. transaction selling
“Eight of the top ten universities in the country are using this textbook.” This type of
suggestion is an example of a(n):
A. suggestive proposition.
B. direct suggestion.
C. prestige suggestion.
D. autosuggestion.
E. indirect suggestion.
“Would you prefer the 16-inch or the 20-inch hedge clippers?” This statement is an
example of _____ close.
A. T-account
B. Forestalling
C. Assumptive
D. Minor-points
E. Double-yes
Another name for a nondirective question is a(n) _____ question.
A. participative
B. open-ended
C. reciprocal
D. stimulus-response
E. problem-solution
The closest zone a stranger or business acquaintance is normally allowed to enter is
called an individual’s _____ space.
A. controlled
B. intimate
C. social
D. public
E. personal
_____ advertising is designed to reach all users of the products whether consumers or
industrial buyers.
A. Direct-mail
B. Industrial
C. Trade
D. National
E. Retail
The salesperson typically monopolizes the conversation during _____ and _____ sales
presentations.
A. memorized; formula
B. transactional; memorized
C. memorized; need-satisfaction
D. modified rebuy; straight rebuy
E. memorized; stimulus-response
The acronym SSUCCESS is used in selling to help you remember the eight:
A. most frequently listed characteristics needed to be successful in sales.
B. steps required to create a customer profile.
C. mental stages of the customer purchasing process.
D. types of knowledge a salesperson needs to succeed.
E. steps to creating an effective sales presentation.
The 80/20 principles can be used to explain why salespeople use:
A. the ELMS system to segment accounts in their sales territories.
B. trial closes a minimum of three times per sales call.
C. three different types of routing patterns.
D. waiting time for non-selling activities.
E. mobile offices and technological tools.
When Stuart sold a computer network to a Fortune 500 company, he often called on the
company’s purchasing department to see if employees were satisfied with the network
and to see if the company had any need for an upgrade or additional software. This is an
example of:
A. transformational selling.
B. aggressive selling.
C. relationship selling.
D. transaction selling.
E. sales promotion.
Surfing the Internet primarily refers to:
A. exploring sites found on the Web.
B. creating links between Web sites.
C. participating in online chat rooms.
D. accessing the Internet on a PDA.
E. purchasing a license for Internet access.
The major obstacle a salesperson faces when trying to get retailers to place new
products on store shelves is:
A. retailers’ resistance to change.
B. unclear product categories.
C. negative publicity.
D. poor self-regulation.
E. limited shelf space.
Julian is writing an application letter for a job as an IT specialist. What should Julian
mention in the first sentence of the letter?
A. The position he seeks
B. His major achievements
C. His desire for an interview
D. The college degree he holds
E. His interest in the company
The price/value formula teaches the professional salesperson to:
A. smoke out stalling objections.
B. meet a price objection by increasing the perceived value of a product.
C. to handle objections in a specific order from hidden to price objections.
D. equate price and cost to potential buyers.
E. overcome objections as they arise.
During sales presentations, Tyrone, a computer salesperson, asks prospects various
questions about previous experiences with other computers and their opinions about the
quality and price of the computers he sells. Tyrone uses _____, a good tool of the
successful salesperson.
A. selective questioning
B. problem solving
C. targeting
D. probing
E. empathy
To illustrate how fire-retardant his company’s children clothing was, the salesperson
took a pair of toddler-sized pajamas, placed them in the department store buyer’s
trashcan and set them on fire. Unfortunately, the buyer’s plastic trashcan was not
fire-resistant. The resulting fire damaged the buyer’s carpeting and desk. This explains:
A. why the curiosity approach should not be used except on rare occasions.
B. how the showmanship approach can be inappropriate or fail.
C. why question approaches are used with such frequency.
D. why pre-approaches are important to sales success.
E. why customer benefit approaches are complex.
Which of the following statements about the international side of ethics is most likely
true?
A. Agents but not distributors for U.S. firms operating in foreign countries are required
to comply with U.S. ethical standards.
B. Those parts of the world that do not conform to U.S. ethical standards are limited to
just three geographic areas.
C. The vast majority of international companies have low ethical standards.
D. Ethics related to employees operating overseas are typically clear and consistent.
E. Every employee of a U.S. company is subject to U.S. law regardless of the country in
which business is conducted.
Which of the following links customers and organizations?
A. Marketing group
B. Top management
C. Production department
D. Human resources department
E. Staff-level employees
Meredith Jacoby sells floral supplies. Her annual sales equal $450,000. Her total fixed
costs annually equal $75,000.The cost of goods sold annually is $335,000. Calculate
her gross profit percentage.
A. 11.9%
B. 20.3%
C. 25.6%
D. 34.3%
E. Cannot be determined from information given
Which of the following would most likely remind a salesperson to send a thank-you
letter to a sales prospect?
A. Geographic information system
B. Electronic Rolodex
C. Sales force automation system
D. Demographic information system
E. Global positioning system