Individuals with high levels of emotional intelligence rarely display the qualities needed
to be successful in sales because they appear untrustworthy.
Examples of industries in the service channel include convention centers, banking, and
advertising.
In the Six-Step Presentation Plan, the “Servicing the Sale” step includes recognizing
closing clues, expansion selling, and making follow-up calls.
The size of the firm should dictate the scope of the sales training program.
The direct-denial method of negotiating objections is a very common approach used in
the field of selling.
When doing business in most of Latin America, your business card should be translated
into Spanish.
In some cases, it is not practical to demonstrate the product itself.
Some of the most effective sales presentations combine telling, showing, and
involvement of the prospect.
Today, selecting effective salespeople is more of a science and less of an art.
Lack of self-confidence prevents some salespeople from asking for the order.
The primary focus of trust in transactional sales is trust in the person who sells the
product.
The straight commission plan encourages salespeople to engage in long-term customer
development.
Satisfied customers who make product recommendations to others act as a firm’s
“auxiliary” sales force.
Which of the following prescriptions is part of the presentation strategy?
A) Build a strong prospect base by analyzing qualified customers.
B) Prepare a presale presentation plan needed to meet objectives.
C) Assume a role of mentor and associate.
D) Project a positive sales image.
E) Focus on relationships.
The Ferrante Company sells custom music mixes to retail stores for the purpose of
creating a specific mood and increasing sales. Ferrante’s major innovation is the ability
to correlate sales activity, customer movement, and customer behavior to the songs
playing in the background.
Jeff Baliyut, a sales representative with Ferrante, is meeting with the merchandising
director of a major retail chain that sells kitchen accessories and specialty foods.
Which of the following is a survey question Jeff can ask the merchandising manager?
A) If I understand you, knowing only the song playing when the customer reaches the
register doesn’t take into account patterns of shopping, purchasing triggers, or waits in a
checkout line?
B) Do you have point-of-purchase software that allows you to track time and amount of
purchase?
C) How does your current music provider correlate songs and purchases?
D) Does knowing the song playing at the moment the customer gets to the register give
you the information you really need to create an effective mix?
E) Would it help you to track songs as customers browse and shop?
Which of the following statements about pricing policies is most likely true?
A) Very few companies maintain a pricing strategy that focuses on meeting
competition.
B) Pricing strategies often reflect the opinion of the research department on correct
pricing.
C) The ability to offer the lowest price is the most critical factor in the sale of products.
D) Price discounting is a competitive tool available to large numbers of salespeople.
E) Transactional sales rely primarily on personality alignment between buyers and
sellers.
What most likely leads a prospect to purchase one product instead of another?
A) product buying motives
B) patronage affiliations
C) buyer resolutions
D) group emotional needs
E) physiological concerns
One broad strategic area of the Strategic/Consultative Selling Model is:
A) marketing strategy
B) research strategy
C) customer strategy
D) service strategy
E) budget strategy
An unhappy customer is most likely to complain to:
A) the salesperson
B) the sales manager
C) government agencies
D) potential customers
E) competing firms
Statements, reports, testimonials, customer data, and photographs are all examples of:
A) proof devices
B) presentation software
C) PowerPoint slides
D) product literature
E) presentation strategies
Lacey Abrams is the sales representative for the Brook Park Zoo. She sells events, such
as wedding receptions, corporate dinners, and fundraisers that are held on zoo grounds.
She has just finished negotiating all the details of Anne Mason’s upcoming wedding
reception and is preparing to close the sale.
Anne is considerably interested in having her wedding at the zoo but seems to need help
envisioning the process and benefits. What type of close should Lacey most likely use?
A) summary of benefits
B) trial
C) direct appeal
D) assumptive
E) special options
Sales opportunities in the service sector are most likely expanding because:
A) service providers connect directly with consumers
B) the service industry has a higher growth rate than the product industry does
C) modern consumers need help with activities that they used to be able to do on their
own
D) the service industry is starting to saturate the market relative to the industrial and
product industries
E) the service industry provides a higher commission rate for salespeople than other
industries
John Bieland, the equipment buyer for Great Lakes Manufacturing, purchased two large
riveting machines from Hoseke Corporation’s sales representative, Lindell Ross.
Because of a clerical error, the machines shipped a day later than scheduled, which put
the delivery truck in the middle of a blizzard that shut down roads for several days. By
the time the machines were delivered by Hoseke Corporation, they were a full week
late. John Bieland sends an email to Lindell, cc’ing the CEOs of Great Lakes
Manufacturing and Hoseke Corporation, expressing his dissatisfaction.
What should Lindell offer to John to rectify the situation?
A) Lindell should send John two new machines.
B) Lindell should consult with John to find out what would help him regain trust in
Lindell and in Hoseke Corporation.
C) Lindell should refund John’s money.
D) Lindell should discount any further purchases by half.
E) Lindell should demote the head of the shipping department.
Coaching focuses on helping the salesperson recognize the need to improve his or her
performance and:
A) using specially-sequenced exercises
B) tracking performance improvements carefully
C) encouraging salespeople to focus on primary tasks
D) creating space for salespeople to develop professionally
E) developing the salesperson’s commitment to improve performance
Becoming familiar with a customer’s satisfactions is necessary for a salesperson to
move from:
A) transactional selling to product selling
B) solution selling to value-added selling
C) new buy selling to constructive selling
D) product selling to complimentary selling
E) product selling to solution selling