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In some cases the statement, "I don't need your product," is a conditioned response.
The goal of strategic selling alliances is to achieve a marketplace advantage by teaming
up with another company whose products fit well with your own.
Using a combination of approaches tends to confuse prospects and rarely results in
identifying customer needs.
In most cases, the same sales strategy is used to sell a new and emerging product as a
mature, well-established product.
According to the text, if you fail the character test, you fail as a sales manager.
Keeping a time log is an ineffective method of time management.
Many banks, accounting firms, and consulting companies use seminars to generate new
prospects.
Laptop computers and PDAs enable salespeople to organize information, track
expenses, and maintain customer contact information.
According to the text, you usually get what you deserve, no matter how you negotiate.
The salesperson should personally inspect all equipment and products before a sales
presentation to ensure everything is working properly.
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.
Because cold calling does not immediately result in a high level of closed sales, some
companies feel that it is worthless. However, when done correctly€by researching the
prospect and keeping the call bright and focused€it can be a(n):
A) tool for making a quick transactional sale
B) strategy for qualifying prospects with an elevator pitch
C) way to introduce the prospect to the sales representative
D) risk-free way to build rapport with a new prospect
E) method of closing sales that have been pending
The iceberg metaphor shows that many customers try to negotiate on price because:
A) price is often inflated to attempt to maximize profits for the company
B) price is the most easily quantifiable characteristic of any product
C) they were trained to negotiate on price and price alone
D) they feel that they are not fulfilling their duties as buyers if they do not attempt to
get lower prices
E) they do not realize that other factors, such as service and terms, can be more
important to long-term satisfaction
The development of a personal selling philosophy most likely involves:
A) a full acceptance of the limits of the marketing concept
B) a full appreciation of the tenets of the free enterprise system
C) a desire to sell internationally
D) assuming the role of a problem-solver in helping customers make complex buying
decisions
E) assuming the role of a competitor for customers' business
One of the most common buyer concerns in the field of selling is:
A) lack of need recognition for the product
B) personality conflict with the salesperson
C) loyalty to another firm
D) resistance to price
E) customer service
Research indicates that when two people communicate, nonverbal messages convey:
A) much less impact than verbal messages
B) slightly less impact than verbal messages
C) slightly more impact than verbal messages
D) much more impact than verbal messages
E) the same impact as verbal messages
Which of the following would most likely help a salesperson to position and
differentiate a product as better than other products in the market?
A) cost-benefit analysis worksheet
B) ROI calculator
C) competitive analysis worksheet
D) analysis regression
E) statistical model
A front desk clerk at a ReView Hotel receives a call from a ReView Gold Rewards
Member guest complaining that the wireless Internet in her room is fading in and out.
Without Internet access, she won't be able to make her deadline for this business trip.
Why is it most likely important to maintain this guest's satisfaction with the hotel and
the front desk clerk?
A) The guest is visiting the ReView Hotel during the off season and is paying a below
average rate for the room.
B) The guest is already satisfied with the wireless service, so her cluster of satisfactions
will be maintained if she is also satisfied with the hotel and the front desk clerk.
C) The guest's membership in the hotel's rewards club indicates a previous level of
satisfaction that should be maintained by the front desk clerk to ensure customer
loyalty.
D) The hotel maintains exclusivity through various pricing levels and room features.
E) The clerk is the only employee of the hotel with whom the guest will have contact.
Which step in the presentation plan involves determining needs and selecting a product
solution?
A) approach
B) needs identification
C) presentation
D) negotiation
E) close
Which of the following is a current development in customer service?
A) Salespeople are spending less time monitoring customer satisfaction.
B) Incentives are used by salespeople to personalize customer relationships.
C) The personal follow-up visit has proven to be the only effective follow-up method.
D) Extranets enhance customer service by placing regular, automated calls to
customers.
E) Salespeople criticize competitors for the purpose of creating magical moments with
customers.
Which of the following statements regarding communications-style bias is most likely
true?
A) Communication-style bias is quite rare.
B) Communication-style bias can manifest as a general feeling of discomfort with
another person.
C) Communication-style bias is commonly understood in our society
D) Communication-style bias will not surface between two people with the same
communication style.
E) Communication-style bias will make a consulting sales relationship impossible.
The effort to sell better-quality products is known as ________.
List and describe the five strategic steps of the Strategic Consultative/ Selling Model.
Professional buyers often learn to use specific tactics in dealing with salespeople. List
three tactics that were identified in Homer Smith's book, Selling Through Negotiation.
________ questions are intended to discover basic facts about a prospect's problem and
existing situation.
A first-time purchase of a product or service by a business-to-business customer is a(n)
________ buy.
The ________ close offers the buyer something extra for acting immediately.
________ are the connectors between your messages and the internal emotions of the
prospect.
The first step in establishing a product price is to determine the firm's pricing
________.
List the four sources of sales training.
Respond to the following idea: "Ethics are not a matter of law alone. A salesperson's
ethical sense must extend beyond the legal definition of what is right or wrong."
