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Which of the following is LEAST likely a characteristic of a person with a high level of
emotional intelligence?
A) self-confidence
B) professionalism
C) adaptability
D) optimism
E) empathy
Edward, a pharmaceutical sales representative, tends to focus primarily on highlighting
product features and making quick sales when interacting with customers. Sometimes,
Edward misleads customers about the benefits and side effects of certain medications.
Edward's sales manager has noticed that Edward's customer retention rate is very low
and is concerned about Edward's personal code of ethics. What is the best advice that
the sales manager could give to Edward?
A) View personal selling as transactional.
B) Develop strategic alliances for profitability.
C) Focus on tasks first and relationships second.
D) Build customer relationships based on honesty.
E) Behaviors are the foundation for values and attitudes.
Terri Milano, employed by a manufacturer of home electronics, offers assistance to
retailers in such areas as credit policies, pricing display and store layout. She also
collects information regarding acceptance of her firm's products. She is performing the
duties of a(n):
A) detail salesperson
B) retail salesperson
C) inside salesperson
D) field representative
E) manufacturer's representative
A sales presentation that emphasizes factual information often taken from technical
reports, company-prepared sales literature, or written testimonials from persons who
have used the product is known as a(n) ________ presentation.
A) technical
B) probing
C) informative
D) persuasive
E) reminder
A professional buyer says, "My final offer is $9,500, take it or leave it." The best way to
cope with this type of resistance is to:
A) lower your price, but make sure the sale still results in a profit for your company
B) confidently review the superior benefits of your product and attempt another close
C) make a counteroffer that is about 10 percent under your first price quote
D) review the unique features of the product or service
E) unbundle features of the product
According to sales trainer Tony Alessandra, there are three possible service outcomes.
Which one should salespeople strive for?
A) the moment of happiness
B) the moment of truth
C) the moment of misery
D) the moment of magic
E) the moment of expectation
The moment of ________ refers to a situation when customer expectations are not met.
A) dismay
B) magic
C) truth
D) reality
E) misery
It is important to record the facts of an interaction with a customer in CRM software but
not your conclusions, because:
A) it is never appropriate to make conclusions from data without consulting the
research department
B) recording conclusions is a breach of ethics
C) coworkers could use this information to sabotage your sales
D) this information could become available to the customer in the future
E) the competition has access to the same databases you do
In Maslow's theory, after physiological needs have been satisfied the next need level is
likely to be:
A) self-actualization
B) psychological awareness
C) freedom from danger
D) worthiness in the eyes of others
E) food and shelter
Which step in the presentation plan involves reviewing goals and making initial
contact?
A) approach
B) needs identification
C) presentation
D) negotiation
E) close
An agreement to keep the same price but reduce prices in the future is often a
successful response to which of the following tactics used by buyers?
A) budget limitation tactic
B) take-it-or-leave-it tactic
C) let-us-split-the-difference tactic
D) "if...then" tactic
E) 'sell low now, make profits later" tactic
A group of people who recommend customer-driven organizations to others could be
called:
A) disgruntled customers
B) auxiliary salespeople
C) a secondary salesforce
D) missionary salespeople
E) evangelist salespeople
A customer walks into a ShipNow location with four boxes and a document envelope,
all going to different destinations in different amounts of time with different security
and notification needs.
The ShipNow salesperson's job is most likely to:
A) convince the customer into shipping everything with ShipNow
B) provide a solution for the customer's complex shipping needs
C) explain the packaging features offered by ShipNow
D) describe the many services offered by ShipNow
E) build rapport with the customer
Well-trained salespeople can add value to the traditional retail shopping experience.
Selling for a retailer might involve which of the following products?
A) personal computers, automobiles and assembly line robotics equipment
B) photographic equipment, industrial specialties and recreational equipment
C) fashion apparel, personal computers and recreational vehicles
D) microchips, musical instruments and automobiles
E) software back-end integration services, jewelry, and motorcycles
What form of business defamation arises when an unfair and untrue oral statement is
made about a competitor?
A) business libel
B) reciprocity
C) bribery
D) puffery
E) business slander
What would be an easy way a company could discourage unethical behaviors by its
employees?
A) Have a zero tolerance policy so anyone suspected of unethical behavior would be
immediately terminated.
B) Require all potential hires to have completed a privately-conducted ethics course
before submitting their applications for employment.
C) Allow employees to unionize so their actions will be dictated by the union.
D) Change the Employee of the Month program to celebrate the employee with the
fewest ethical violations.
E) Write up their ethical code, refer to it as a company value in the employee handbook
and on the website, and ask management to adhere to it strictly to lead by example.
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.
Gail is always striving for the "moment of magic" with her clients. This means:
A) fulfilling the basic spirit of the sales contract
B) giving them what they paid for
C) giving them what they paid for with excellent execution
D) not only giving them what they paid for but creating a satisfying experience with
attentive customer service
E) not only giving them what they paid for but adding in free services and products
Practicing an approach before making initial contact is most likely beneficial because:
A) optimism is crucial to successful selling efforts
B) rehearsal reduces the chances of making a mistake
C) practicing ensures that transactional sales are profitable
D) anxiety is normal for both new and experienced salespeople
E) developing a deeper commitment to sales goals is important
Which of the following is NOT a service-quality dimension?
A) responsiveness
B) assurance
C) durability
D) reliability
E) empathy
