According to the social style matrix, people with an expressive social style focus on the
future, directing their time and effort toward achieving their vision.
One outcome of supplier relationship management (SRM) is the ability to consolidate
purchases and negotiate better terms.
In the context of professional selling, relationship marketing refers to creating the type
of relationship that best suits the needs of the selling firm.
If salespeople want to sell effectively, they have to recognize that the buyer has needs
that are met not only by the product but also by the selling process itself.
Automatic replenishment is a form of supplier relationship management (SRM).
When using video as a presentation tool, a salesperson should make sure the video is
long and provides detailed product information.
The process of obtaining commitment always occurs at the end of a sales call.
The ultimate goal of just-in-time (JIT) inventory control is to eventually eliminate all
inventory except products in production and transit.
Complex charts and diagrams, even if they are helpful, should not be included in the
handouts because these can confuse a prospect.
Inventory turnover is measured by dividing the average retail price of the inventory on
hand by the annual sales.
Because salespeople are highly proactive in finding areas for improvement in their
partners’ organizations, positioning a change may determine who is involved in the
decision.
The first step in the self-management process is to allocate resources and determine
strategies to achieve goals.
Price objections are best handled by lowering the price until the prospect is happy.
Creeping commitment means that a customer becomes increasingly committed to a
particular course of action while going through the steps in the buying process.
Salespeople should do everything they can to encourage buyers to voice concerns or
questions.
Using the multiattribute model, salespeople decide how to alter the content of their
presentation based on customer beliefs and needs.
Salespeople can help customer service by setting very high expectations for product
performance with customers so that the customer service representatives receive
extended service calls.
Generally, salespeople spend more than 50 percent of their time on-site in face-to-face
meetings with customers and prospects.
The only way to resolve a customer complaint is by sending an unsatisfactory product
to the factory for a decision.
To have the greatest impact, salespeople should wait until a user has trouble with a
product before pointing out remedies.
The goal of selling is merely to promote the product or service.
A seller must expect less objections and interruptions in a group setting compared to
selling to an individual.
The greatest evidence of sincerity comes from a salesperson’s words.
Assertive salespeople control the sales interaction but often do not gain commitment
because they prejudge the customer’s needs and fail to probe for information.
Ethical behavior not only applies to how salespeople treat customers, but it also applies
to how employers treat salespeople.
The administration department of a company acts as the eyes and ears of marketing.
In a performance evaluation, no single product will perform best on all characteristics.
When selling internally, salespeople should use arguments that adequately address the
internal customer’s needs.
The muscles around the eyes reveal whether a smile is real or polite.
An inside salesperson who is an account manager has the same responsibilities and
duties as a field salesperson, except that all business is conducted over the phone.
Intelligence, ability, personality, and interest tests have become void in the recruiting
process because they do not yield any useful information.
Regardless of the type of interview, you should send a thank-you note shortly afterward.
The best negotiation situation is when there is a distinct difference in power.
A product’s value must be established before time is spent discussing price.
Spotters are individuals who provide leads to a salesperson for a fee.
The indirect denial method is also called the feel-felt-found method.
The Ben Franklin method of closing a sale is used to list only the advantages of a
product or service and not the disadvantages.
Personal selling is the most effective marketing communication medium because it
allows salespeople to manipulate customers.
Salespeople use seminars and online webinars to finalize deals.
Viveca asked the supermarket manager, “How many dollars’ worth of frozen food do
you buy each month?” In the context of the SPIN technique, this question would be
categorized as a(n) _____ question.
A. situation
B. problem
C. implication
D. open
E. indication
“Mr. Smock, here are copies of letters from three owners of flower shops in the area
who consistently buy cut flowers from our company. As you can see, they are extremely
pleased with our quick delivery and product freshness.” The letters this sales
representative is showing Mr. Smock are examples of:
A. propositions.
B. demonstrations.
C. illustrations.
D. attestations.
E. testimonials.
“Ms. Hallgren, thank you for seeing me today. My name is Daniel Mundt, and I’m with
ServiceMaster.” This is an example of a(n) _____ opening.
A. compliment
B. curiosity
C. product
D. introduction
E. referral
Which of the following occurs in the expansion stage of developing partnerships?
A. Developing new products jointly
B. Designating the vendor as a preferred supplier
C. Sharing proprietary information with the vendor
D. Securing complete commitment from the client
E. Generating reorders from the customer
Vince, a part-time caterer, negotiates a catering contract with Kevin for the annual
corporate Memorial Day picnic. Vince does not want to concede to Kevin’s demands for
unlimited seconds on fried chicken without any increase in what the company pays.
However, he accepts the contract without any counter-balancing concession from
Kevin. Vince resolves the conflict in the negotiation in a(n) _____ mode.
A. competing
B. collaborating
C. contending
D. accommodating
E. compromising
In a buying center, a screen can take on the role of a(n) _____.
A. seller
B. decider
C. user
D. influencer
E. gatekeeper
Goals relating to outcomes are _____ goals.
A. performance
B. consequence
C. activity
D. transformation
E. conversion
In general _____ status means the vendor is assured of a large percentage of the buyer’s
business and will get the first opportunity to earn new business.
A. reseller
B. retailer
C. service provider
D. preferred supplier
E. relationship manager
Which of the following statements about a buyer’s attention and understanding is
FALSE?
A. Vividly communicated features help buyers remember a seller’s claims.
B. Salespeople should use humor to gain a prospect’s attention during a presentation.
C. To strengthen impact, appeals should focus on only one of a prospect’s five senses.
D. A buyer’s attention span is affected by his or her personality.
E. Many buyers have difficulty forming clear images from a written or spoken word.
The first step in the activities planning process is to:
A. determine the priority of each activity to be performed.
B. estimate time needed to complete each activity.
C. list the activities that need to be performed.
D. develop a time schedule for performing activities.
E. spend more time on low-priority activities.
Sheena, a salesperson for Myra Designer Wear, works closely with a client who retails
her products in many major malls and stores. During the expansion phase of the
partnering process with this retailer, she should try to maximize her selling
opportunities by:
A. generating more reorders.
B. getting acquainted with the client’s needs.
C. using the strategy of bulldozing.
D. engaging in full-price selling.
E. all of the above.
Handell has established a small company that manufactures decorative items for homes.
One of the company’s latest items is a line of thermometers reproduced from ones that
were given away for free before World War II. Since quality is essential to the
company’s success, it spent a great deal of time and effort locating the best suppliers for
the metal, wood, paint, and mercury that went into its first round of production. The
purchase of these components would be an example of a _____ buying situation.
A. new-task
B. straight-rebuy
C. derived-demand
D. value-added
E. modified-rebuy
Which of the following is NOT one of the tips for management to encourage effective
cross-selling?
A. Avoid setting cross-selling goals
B. Cross-selling often involves additional training
C. Know all of your company’s products
D. Provide incentives for cross-selling
E. Track results of cross-selling efforts
_____ are the long-term business relationships in which the partners make significant
investments to improve the profitability of both parties in the relationship.
A. Strategic partnerships
B. Win-lose partnerships
C. Functional relationships
D. Personal selling partnerships
E. Solo exchange alliances
Marissa designs customized jewelry and wants to sell her products through Gaia, a
chain of boutiques retailing women’s accessories. During her first meeting with the
owner of Gaia, even before they settle down to talk, Marissa opens cases of rings,
pendants, and earrings that she has designed and asks her prospect to try some samples
on. Marissa is using the _____ opening method in this scenario.
A. implication
B. referral
C. compliment
D. product
E. positioning
Fiona, a manager of a retail store, wants to know whether she is maximizing her return
on space investment. She will have to calculate the _____ for the area of the store.
A. sales per square foot
B. cost-benefit ratio
C. return on investment
D. QR correlation coefficient
E. sales per employee
During her presentation to a prospective customer, Lea informed him about the new
wallboard’s superiority. She also brought a sample so that the building contractor could
see and feel the superiority of the product she was selling. Lea used a _____ to improve
the buyer’s understanding of her product.
A. multiple-sense appeal
B. standardized approach
C. collaborative approach
D. style flexing appeal
E. composite appeal
Salespeople should vary the loudness of their speech:
A. to produce recognizable images.
B. according to the gatekeeper’s instructions.
C. to determine their constant inflection point.
D. to avoid monotony.
E. all of the above.
Which of the following statements is the best example of a buyer offering their own
benefit statement?
A. Our computer specialist must confirm that this new inventory system will work with
our accounts receivable program.
B. Oh good, that cherry color matches the decor in our waiting room.
C. We need a guarantee that your company will be able to provide weekly deliveries.
D. We cannot order from your company unless you guarantee that we will receive a
cash discount for orders larger than 20 units.
E. None of the above is an example of a benefit statement.
When a department store clerk tells Hilda that the coffee brewed by one particular
coffee maker will make her think she has died and has gone to Starbucks heaven, the
clerk is using:
A. puffery.
B. a spiff.
C. reciprocity.
D. sales misrepresentation.
E. collusion.
_____ occurs when the salesperson is not sure what actions are required.
A. Ambiguous control
B. Subliminal stress
C. Directional incoherence
D. Role ambiguity
E. Indecisive implementation
In Canada, where puffery is more closely monitored than in the United States, a
salesperson told a customer a particular oven would cook meat better than any other
oven in the market. The salesperson might be guilty of violating the:
A. conspiracy and collusion agreement.
B. competitive comparison law.
C. tying agreement.
D. caveat emptor law.
E. credulous person standard.
If a salesperson uses the postpone method of responding to an objection and the
prospect obstinately insists on an answer right at the time, the salesperson should:
A. answer the objection.
B. repeat the request for permission to postpone the objection.
C. directly refuse and continue with the original presentation plan.
D. attempt to change the subject.
E. ask to reschedule the appointment to a better time.
Which of the following is NOT a conflict-handling mode?
A. Competing
B. Accommodating
C. Avoiding
D. Agitating
E. Compromising
As Warren concluded his meeting with Christina he said, “Congratulations, I know
you’re going to be glad you decided to use our service. There is no finer service
available in New York City. Now let us make sure we get off to a great start! I will be
here next Thursday to begin delivering your system.” The immediate purpose of this
dialogue was to:
A. have Christina agree to a larger order before he leaves.
B. get the names of several other prospects from Christina.
C. reduce postpurchase dissonance.
D. avoid an awkward silence while Warren gathered his things so he could leave.
E. enhance his ability to manipulate Christina in the future.
The human resource director at a commercial laundry is having trouble providing the
labor needed for the business. In a trade journal, he read about a VAC Soil Counting
System that is a computerized system for sorting and counting incoming soiled clothes.
The system can reduce labor costs by up to 50 percent. He called the toll-free number in
the ad and spoke to the salesperson. The VAC salesperson had been trying to get an
appointment with the owner of the laundry for over a year, so he was pleased when the
HR director showed interest in the product and expressed willingness to take the
information to the owner. In terms of the buying center, the HR director is acting as
a(n):
A. initiator.
B. buyer.
C. user.
D. decider.
E. gatekeeper.
Sandra’s marketing strategy is a go-to-market strategy. She relies heavily on salespeople
for marketing her products. Sandra’s organization is a(n) _____.
A. public relations organization
B. organization that focuses exclusively on customer value
C. sales force-intensive organization
D. organization with a missionary strategy
E. all of the above
For every case of fragrance that Jill sells, she earns $10. This amount is her _____.
A. commission
B. sales quota
C. salary
D. gratuity
E. activity quota
Calvin sells hospital supplies. When his company did not make it to the approved list of
suppliers developed during a vendor analysis by a chain of nursing homes, he went
against the purchasing department’s policy and contacted nurses and other staff directly
to persuade them to get the purchasing department to place his company on its
approved list of suppliers. Calvin engaged in:
A. backdoor selling.
B. expanded prospecting.
C. sales prospecting.
D. a lateral attack.
E. bypass selling.
As a result of failing to plan her sales call, Glenda is likely to do all of the following
EXCEPT:
A. cover material in which the prospect has no interest.
B. obtain the prospect’s commitment.
C. engage in seeding.
D. make a customized sales presentation.
E. seek referrals from the prospect.
The buyer announces, “I will never buy that brand of knitting machine because it
always knots my thread.” The salesperson responds, “I’m sorry you have had such a bad
experience with our older model. Many of our other customers expressed similar
frustrations, but I can assure you that the knotting problems do not exist on our latest
model.” The knitting machine salesperson is using the _____ method for dealing with
objections.
A. acknowledge
B. indirect denial
C. revisit
D. forestall
E. compensation
_____ require a prospect to go beyond a simple yes/no response and share a great deal
of useful information.
A. Question openings
B. Introduction openings
C. Closed questions
D. Double-barreled questions
E. Open questions
What do salespeople usually do to determine if their leads meet the criteria of a
prospect?
What is a tickler file? Explain, with examples, how the tickler file helps salespeople in
time resource and management?
How can a salesperson use the product opening effectively?
What are merchandise markets?
What is the term used to describe the actions of a negotiation team member who tries to
begin the negotiation during the preliminaries when the other party is not expecting it?
Imagine that you sell display units and store fixtures to retailers. You are getting ready
to call on a toy store retailer, and you want to use the SPIN technique. Prepare one of
each type of question that would be appropriate for you to use in this sales presentation.
ANS: Students’ answers may vary. It is important that the students have a question to
represent each of the four types of questions. The following is an example of a good
Why is it important for the person being interviewed for a job to know if his or her
interviewer is a sales manager or a personnel manager?
What strategy for dealing with objections is appropriate when a buyer is venting
frustration?
How is being customer-centric different from the stereotype image of salespeople?
When will the dissolution phase most likely occur in a partnering relationship?
Imagine that you are trying to sell a new selling textbook to your marketing professor.
Create two statements, each describing a feature and a benefit of your textbook.
In communications, what are the four distance zones used for?
How is organizational structure and culture important to selling?
On average, salespeople spend less than 50 percent of their time on face-to-face
meetings with customers and prospects. What are they doing with the rest of their time?
Describe the features of the exploration stage in buyer-seller partnerships.
Who are end users?
Lily wants to make sure that her customers remember all the benefits of using her
company’s water reclamation system long after the meeting is over. Which type of
visual aid should she use for this purpose?
What is generally meant by the use of the term preferred supplier?
The Interface carpet salesperson knew his prospect would be skeptical whether the
carpet made from corn could be as soft and pliable as carpet made from nylon, so he
brings both types of carpet to the sale and lets the buyer examine them closely. What
was the carpet salesperson doing when he invited the buyer to look at the carpet before
actually beginning his sales presentation?