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Which of the following is NOT an example of performance data?
A) a list of product service centers available to customers
B) the AHAM certification seal
C) a label on a storm window that indicates the product's "R" value
D) a window sticker on an automobile that lists the EPA gas mileage figures
E) research sheets on server downtime and data transfer rates
AdVance Corporation is a company that formulates and manufactures fertilizers for the
farming industry. The company produces several standardized formulas that can be
purchased directly through the retail arms of the company, but it also formulates custom
fertilizers for farms.
Which of the following is the best use of a CRM system for an AdVance salesperson in
terms of relationship strategy?
A) remembering customers' birthdays to send them cards to maintain a personal
connection and request referrals
B) sending regular emails to customers to check on the performance of a previously
purchased AdVance fertilizer
C) sending emails reminding prospects that AdVance can mix custom fertilizer
formulations
D) tracking the salesperson's activities and sales on a weekly and monthly basis
E) determining what information is still needed to complete the customer's file
A customer will tend to screen out or modify stimuli. This process is known as:
A) conscious input
B) selective attention
C) discrimination
D) selectivity
E) sensation
Balance of power is most likely the issue a salesperson must consider when responding
to a ________ tactic.
A) budget limitation
B) feel-felt-found
C) let-us-split-the-difference
D) "if...then"
E) 'sell low now, make profits later"
Which of the following statements concerning selling in England is true?
A) The British consider it rude to discuss business after the business day.
B) You should expect a quick decision on the part of the client.
C) The British appreciate very informal introductions.
D) Critiquing the competition's offering is acceptable.
E) The British tend to be very expressive and casual.
The responsibility for entering customer information and contact records into the CRM
database usually belongs to the:
A) customer
B) office manager
C) data entry clerk
D) sales manager
E) salesperson
What is a primary reason for requiring sales reports?
A) monitor personal selling
B) facilitate customer service
C) reimburse travel expenditures
D) evaluate a salesperson's close
E) analyze a salesperson's performance
Karyn Fleishman is the lead sales representative on a team selling super-powered
microscopes to research laboratories and other research institutions. She and her team
just made a presentation to the buying team of a large lab, and they are about to enter
the negotiation process to work toward closing a deal.
During the negotiations, it became apparent that the buyer had not understood the
delivery schedule correctly. This most likely made the situation:
A) more difficult, as the sales team clearly cannot communicate details effectively
B) more difficult, as the sales team must start the whole negotiating process again
C) more difficult, as the buyer was not capable of agreeing to the complex terms
D) easier, as the buyer gave in to the seller with an apology for misunderstanding
E) easier, as the sales team needed to clarify details instead of renegotiate
Alana Pierce is the director of Membership Programs for the Tammerline Zoo. She
develops the programs and sells them to zoo visitors. The programs are tiered and
include discounts and special perks for members.
Alana has seen research showing that members who are contacted "meaningfully" at
least once a month are more likely to renew their memberships. What form of contact
would zoo members be most likely to find meaningful each month?
A) an automated phone call thanking them for their zoo membership
B) an email invitation to an upcoming special event for zoo members
C) a refrigerator magnet with a picture of a zoo animal on it
D) a phone call from another zoo member requesting donations
E) a postcard with reminders of the zoo's hours of operation
Which of the following statements would NOT be an application of the marketing
concept?
A) Let's speed up production and get these products to customers faster by eliminating
the field test.
B) Let's show these product designs to some prospective buyers for their reactions.
C) Let's examine our points of distribution to see if we're reaching the market
effectively.
D) Let's do some research to see which colors the consumers prefer.
E) Let's ask customers which products they used most heavily.
According to the text, ________ influence ________, which then influence ________.
A) attitudes; behaviors; values
B) behaviors; attitudes; values
C) values; attitudes; behaviors
D) attitudes; values; morals
E) morals; attitudes; values
Salespeople are most likely similar to entrepreneurs in that both of them must practice:
A) long-term financial planning
B) effective recruiting abilities
C) multiplatform operations
D) presentation skills
E) self-management
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.
Which of the following should Clyde most likely emphasize when developing
marketing materials for Quick-Clean?
A) environmental impact of Quick-Clean and E-Z Clean washing machines
B) negative aspects of E-Z Clean services in comparison to Quick-Clean
C) benefits to customers of using Quick-Clean
D) statistical data about Quick-Clean sales
E) features offered by Quick-Clean
Which of the following characteristics of a sales manager provides evidence of
structure?
A) Policies and procedures are clearly defined.
B) Each salesperson is treated as an individual.
C) Efficient communication is given a high priority.
D) Members of the sales force receive regular recognition.
E) Salespeople are encouraged to solve their own problems
The process of planning, implementing, and controlling the personal selling function is
called:
A) leadership
B) sales management
C) comptrolling
D) organizational strategy
E) motivation
CRM software is used to manage information about:
A) research and development
B) competitors
C) prospects and customers
D) strategy
E) market trends
Which of the following is true regarding doing business in Germany?
A) Germany has been described as a "high context" culture.
B) Dinner is the most common meal for business meetings.
C) Flashy brochures have more impact than statistic-filled ones.
D) There is a strong emphasis on punctuality in Germany.
E) Non-verbal communication is more important than the words used to communicate.
A successful sales presentation is:
A) the result of careful script-writing
B) conducted the same way each time
C) a model of good two-way communication
D) more about the salesperson than the customer
E) one that ends in a close
The sales director of a medium-sized company selling chemicals to the lumber industry
has analyzed sales and found serious problems with the closing rate of sales
representatives relative to the number of prospects. The sales director commissioned a
research company to analyze the numbers in the CRM system and conduct interviews
with prospects who became customers as well as with prospects who did not buy from
the company. He also hired a sales training consultant to analyze the sales
representatives and the training they receive.
To increase the sales representatives' product knowledge, the sales director arranges for
each of them to rotate through the product development department for a month to
understand the way the chemicals are developed. What is another department they
should rotate through to gain more product knowledge that will help them configure the
right mix of products for customers?
A) customer service, so that they can learn how the chemicals are implemented and
used by the customer
B) logistics, so that they can understand how the products are delivered
C) billing, so that they understand the problems that arise when customers do not pay
promptly
D) warehousing, so they can understand exactly how much room the chemicals take up
in storage
E) human resources, so they can understand what characteristics a successful
salesperson should have
Research in the field of communications most likely reveals that:
A) verbal messages carry more influence than nonverbal gestures
B) nonverbal behaviors seldom reinforce verbal messages
C) the meaning attached to words depends little on visual data
D) nonverbal behaviors rarely contradict verbal messages
E) words play a small role in the communications process
