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Developing a long-term relationship that focuses on solving the customer's buying
problems is referred to as:
A) executing
B) consulting
C) selling
D) transitioning
E) partnering
Creating a value proposition is a way of:
A) choosing prices for products
B) scaling prices to different markets
C) positioning your product in the marketplace
D) keeping your product on the same level as others in the market
E) choosing sales objectives that align with the firm's long-term goals
Throughout the sales presentation, it is usually best to:
A) describe the weakness of competing products frequently
B) discuss competing products even if you are unfamiliar with them
C) avoid shifting attention away from your product to competing products
D) refuse to answer any questions about competing products
E) be proactive about discussing competing products
Johan Yee has been a sales representative at a medium-sized textbook publishing house
for five years. He has just been promoted by the sales director of his company to sales
manager of a new territory. As sales manager, he is tasked with hiring and training three
new sales representatives for his team.
During the interviewing process, Johan needs to determine if candidates have certain
qualities that are necessary for sales success. Which of the following characteristics is
most important for a sales job?
A) spatial skills
B) physical stamina
C) compliance
D) self-motivation
E) cognitive ability
The speed rating assigned to a motorcycle tire is an example of product:
A) qualities
B) applications
C) features
D) benefits
E) design
Diligence, an essential service behavior, combines responsiveness and:
A) knowledge
B) technical skill
C) reliability
D) persuasiveness
E) precision
Daniel Santiago has just taken a job as a sales rep with a family-owned company that
uses its ethics as part of its marketing campaign with the slogan, "Without integrity,
service means nothing." After calling on several clients, however, he discovers that the
sales rep who previously had his territory was giving kickbacks to customers in
exchange for exclusive contracts with the company. Daniel is fairly certain that his sales
manager is not aware of this arrangement. What should Daniel most likely do?
A) Daniel should say nothing and continue the kickback plan his predecessor started
because it seems to be the norm in this industry.
B) Daniel should avoid causing waves with his sales manager and go along with the
kickbacks for now, but tell his clients that he will not be able to continue them in the
future.
C) Daniel should meet with his sales manager immediately to discuss the situation and
ask for guidance in how to tell the clients that he cannot continue the kickbacks.
D) Daniel should tell the clients that he cannot continue the kickbacks and say nothing
to the sales manager if he loses clients that his predecessor worked to develop.
E) Daniel should leave the company and look for a position in a firm that does not have
a mechanism for giving kickbacks.
A purchase based more on feelings than on logic is a(n):
A) product buying motive
B) patronage buying motive
C) rational buying motive
D) emotional buying motive
E) group buying motive
Cross-selling is most effective in those situations in which the:
A) purchase is product-based
B) sales type is transactional
C) products are similarly designed
D) relationship with the customer is new
E) salesperson and customer have an established relationship
The fight or flight response is a typical response to:
A) pessimism
B) physical pain
C) stress
D) organizational culture
E) office politics
A(n) ________ question most likely helps the salesperson discover facts about the
buyer's existing situation and is often the first step in the partnership-building process.
A) confirmation
B) closed
C) open
D) general survey
E) probing
The portfolio model of classifying prospects involves:
A) assigning each prospect a rating
B) using multiple factors to classify prospects
C) determining where a prospect is in the sales process
D) using a sales forecast to predict which prospects will buy
E) using external industry research to identify and qualify prospects
The sales director of a food supply house to restaurants has been analyzing sales for the
past two years and has discovered that sales representatives have been losing sales,
giving larger discounts than they should, and giving away too many "freebies" to
clients.
The sales director could most likely help the sales representatives to understand the
firm's financial objectives by clarifying:
A) cold calling methods
B) trial close techniques
C) reservation values
D) logrolling rules
E) unbundling tools
If the customer's problem is not solved by any of the products or services the
salesperson sells, then it is most appropriate for the salesperson to:
A) recommend another source
B) ask more summary questions
C) request a second meeting in the future
D) repeat the need-satisfaction presentation
E) conduct a team-selling presentation to persuade the customer
Shane Chadwick is a sales representative for the Metropolitan Commuter Rail Service,
selling ad space inside commuter rail train cars and stations. He has presented and
negotiated to a representative from new church trying to attract members by advertising
their philosophy and service times.
Shane and the church representative spend time talking about ways to structure the deal
to make it possible for the church to buy the ads. Shane offers to discount the ad space
if the church pays for the printing costs. This discussion is part of:
A) an extended close
B) negotiations
C) rebuilding rapport
D) logrolling
E) partnering
Preparing presale objectives, developing a presale presentation plan, and providing
outstanding customer service are the three parts of:
A) the customer alliance
B) the presale approach
C) the presentation plan
D) the presentation strategy
E) the follow up
Accu-Tech, a small company in a tightly-contested market, discovers that sales reps of
the firm's main competitor, Compu-World, have been making untrue and unfair oral
statements about Accu-Tech products and services. Which term best describes the
actions of Compu-World sales reps?
A) business libel
B) business slander
C) product liability
D) product disparagement
E) organizational reciprocity
Which of the following is a guideline for presenting in front of a group?
A) Identify and present primarily to the main decision-maker.
B) Identify the titles and roles of the people who will attend.
C) Arrive exactly in time for the presentation.
D) Be sure your presentation is characterized by technical depth and detail.
E) Be ready to "wing it" on questions the audience might ask.
A salesperson should most likely review the benefits of the product before making price
concessions to a buyer who engages in ________ tactics.
A) budget limitation
B) take-it-or-leave-it
C) let-us-split-the-difference
D) "if...then"
E) 'sell low now, make profits later"
