In a participating leadership style, the sales manager makes all decisions for the
salesperson.
“Will you need one box of nails or two to go with those roofing shingles?” is an
example of an alternative-choice close.
Claudia recently purchased a Toyota Camry and is concerned that she may have
overpaid for the car. Claudia is experiencing emotional dissonance.
The main purpose of a sales presentation is to overcome objections.
The trend in relationship marketing today is away from creating customers for
tomorrow to selling well to customers today.
An organization’s salespeople are experiencing declining sales due to the introduction
of a competitor’s new product. Participative leadership is best suited in this situation.
The formula sales presentation is based on the assumption that similar prospects in
similar situations can be approached with similar presentations.
After asking a prospect a question, a salesperson should remain silent and wait for an
answer.
A T-account close is based on the process that people use when they make a decision
by weighing the pros against the cons.
The customer does most of the talking in the approach and presentation stages of the
need- satisfaction method.
“MAD” in prospecting is money, authority, and determination.
To keep from creating a sales bias, a customer profile typically contains no information
about a prospect’s buying history.
Self-concept theory asserts that buyers have four images: real self, self-image, ideal
self, and looking-glass self.
Multicultural organizations typically suffer from higher levels of prejudice,
discrimination, and intergroup conflict than organizations that follow cultural
consistency.
Demonstrations are appropriate for every sales presentation.
Soon after World War II, most firms focused on training salespeople in effective selling
techniques and developing products to meet the needs of customers.
Logical reasoning is an effective persuasive technique especially when selling
complicated proposals.
Which of the following occurs before the sales presentation?
A. Trial close
B. Determining objections
C. Preapproach
D. Follow-up
E. Meeting objections
A salesperson has the greatest opportunity to influence a prospect:
A. when prospecting.
B. in the trial close.
C. in the approach phase.
D. when determining objections.
E. during the presentation.
A salesperson engaged in sales call planning should:
A. create flexible sales call objectives.
B. develop a customer benefit plan.
C. conduct vendor analyses.
D. join a sales lead club.
E. use e-prospecting.
For a salesperson, time and territory management:
A. is the process of defining homogeneous customer segments.
B. is most relevant during periods of economic recession.
C. is useful only when selling homogeneous products.
D. is a continuous process of planning, executing, and evaluating sales.
E. requires an efficient and effective customer service manager.
Sam Utley drives to a local convenience store to purchase milk. The store that sells
milk to Utley most likely engages in_____ selling.
A. benefit
B. relationship
C. partnership
D. transformational
E. transaction
A(n) _____ type of suggestion implies that the prospect should act immediately.
A. suggestive proposition
B. countersuggestion
C. autosuggestion
D. prestige suggestion
E. indirect suggestion
Which of the following statements about using the telephone for territory coverage is
most likely TRUE?
A. The telephone is inappropriate for handling complaints.
B. Prospecting over the telephone is ineffective and time consuming.
C. Large accounts should primarily be handled and serviced by telephone.
D. Phone calls can replace some personal visits to geographically distant accounts.
E. Telephone sales have replaced personal selling efforts because of time and cost
savings.
If a prospect chooses not to purchase a salesperson’s product, the salesperson should
most likely:
A. leave quickly.
B. ask the reasons why.
C. attempt to re-negotiate.
D. revise the marketing plan.
E. request additional referrals.
Louise Hunt receives $250 per week in anticipation of the commissions she is expected
to earn in the coming week. This payment is called a(n) ____.
A. draw against commission
B. award advancing
C. judgmental incentive
D. progressive payment
E. regressive payment
To show the strength of a plastic pallet, the salesperson asked a group of prospects to
step into the parking lot and watch as he drove his car across a pallet. He then got out of
the car and asked a prospect to examine the pallet for cracks or breaks. This theatrical
presentation of a product’s feature is called:
A. dramatization.
B. analogy marketing.
C. countersuggestion.
D. prestige proof statement.
E. autosuggestion.
A salesperson told one of his prospects, “Many of the Fortune 500 manufacturers are
using our products. This elite group of manufacturers finds that the equipment helps
increase their profits, sales, and market share.” This is an example of a(n):
A. ideal-self suggestion.
B. prestige suggestion.
C. direct suggestion.
D. autosuggestion.
E. suggestive proposition.
Praise and recognition are part of the _____ element of a sales manager’s motivation
mix.
A. basic compensation plan
B. special financial incentives
C. synergistic techniques
D. nonfinancial rewards
E. management control procedures
When the salesperson for Thymes Unlimited walked into the office of the department
store buyer, she laid a sample of the company’s newest line of hand-blown glass
candleholders in front of the buyer and said nothing as she waited for the buyer to
comment on the candleholder. This salesperson used the _____ approach.
A. showmanship
B. silent benefit
C. shock
D. product
E. curiosity
A car salesperson was selling a used car to Larry Travis when Larry said, “I really like
this car, but I am not going to buy any car without knowing its history.” The salesperson
went to his computer, visited a Website called Car Fax and handed Travis a printout of
the car’s history. This incident best exemplifies how:
A. point-of-purchase displays attract attention.
B. technological changes have enhanced sales.
C. transactional selling methods are utilized.
D. long-term partnering relationships are formed.
E. contact management software benefits salespeople.
The four main elements of the marketing mix are:
A. product, packaging, people, and price.
B. price, process, prestige, and product.
C. promotion, product, prestige, and price.
D. product, price, place, and promotion.
E. place, production, packaging, and promotion.
In an effort to overcome the problems typically associated with the straight salary
compensation plans, many companies:
A. ask salespeople to resort to high-pressure selling tactics.
B. reduce the number of accounts assigned to salespeople.
C. employ only college graduates as sales representatives.
D. increase the number of sales managers.
E. eliminate all commissions.
Identify the area that is normally used for a sales presentation.
A. Communal space
B. Intimate space
C. Social space
D. Personal space
E. Public space
Clearwater Hampers
Clearwater Hampers is a small British company that sells luxury food and drink gifts in
various combinations in picnic hampers. Corporate customers, both in the United
Kingdom and abroad, are important to the business. Clearwater has had several orders
for more than a quarter of a million dollars. According to the company’s leading
salesperson, Peter Austin, “We have lots of repeat corporate customers as a result of the
importance we place on getting the hampers out on time and filled with the right
products.”
In planning a preapproach for a multinational corporation, Peter Austin should first:
A. consider the types of gifts used in the industry in which the prospect operates.
B. develop customer features, advantages, and benefits.
C. determine a sales call objective.
D. conduct a vendor analysis.
E. identify the buying center.
A _____ refers to something that provides the correct action to take in any situation
and never gets tailored to fit an occasion.
A. conventional moral maturity
B. point of convenient reference
C. directional code of ethics
D. fixed point of reference
E. frame of conventionality
If your experience as a salesperson is typical, your close will most often take place:
A. directly after the presentation.
B. directly after the follow-up.
C. soon before the preapproach.
D. soon after the preapproach.
E. soon after buying signals have been eliminated.
The Internet is best described as a:
A. worldwide radio-navigation system.
B. global positioning system.
C. global network of computers.
D. global network of satellites.
E. geographic information system.