A technique called creative imagery allows salespeople to better cope with stress.
According to the text, more firms use incentive travel programs than merchandise
awards to motivate salespeople.
A buyer and seller who are at the first stage of business friendship are called
acquaintances.
In a sales situation, a prospect enters the conviction stage when he is convinced that the
product is not only the best but also that the salesperson who is promoting the product
is the best source to buy from.
Active listening is the easiest type of listening for a novice salesperson.
Salespeople under a straight commission plan are frequently reluctant to split territories
after building rapport with customers.
Closing is the process of helping people make decisions that will benefit them.
Companies that put partnering into practice find they increase conflicts of interest
between themselves and their clients.
Caring, joy, harmony, patience, kindness, moral ethics, faithful, fair, and
self-controlled are the nine characteristics of a Golden Rule salesperson.
Shelf facing refers to the number of individual products placed side-by-side on the
shelf.
A fixed point of reference refers to something that provides the correct action to take in
any situation and never gets tailored to fit an occasion.
Using too many closed-ended questions can result in an unsuccessful sales call.
“I would prefer to buy a used SUV rather than the new models you are selling.” This is
an example of product objection.
A salesperson can have a successful sales call without making a sale.
Wholesalers are in the distribution channels exclusively for industrial products,
whereas retailers deal with consumer products.
Physical tests and reference checks are examples of employee selection tools.
According to the text, wisdom and knowledge are synonyms.
A salesperson is using the SPIN approach. The prospect states a specific need after the
salesperson asks the problem question. The salesperson should move directly into the
presentation.
“Can you visualize how excited your family will be when you tell them you have
purchased this Disneyland vacation package?” The salesperson is making a(n):
A. autosuggestion.
B. prestige suggestion.
C. direct suggestion.
D. suggestive proposition.
E. empathetic suggestion.
Sharon, a salesperson for a greeting card company, is responsible for sales in the
northern part of California. Sharon’s manager has decided to change Sharon’s key
account in the territory to a house account. Why would Sharon most likely dislike this
decision?
A. Sharon will have to monitor the key account for less pay than she usually earns.
B. Sharon will be demoted from her position in the territory for losing the key account.
C. Sharon will have to share commissions from the key account with the home office.
D. Sharon will lose the commission for the key account.
E. Sharon will have to work from the firm’s home office.
Madison works for a weed killer manufacturing company. The products have only been
available in a concentrated liquid form, but now the firm is introducing a pre-mixed
version that should be easier for consumers to use. Madison will most likely increase
the frequency of sales calls because:
A. the available supply is limited and costly.
B. there is no competition within the sales territory.
C. demand is low for his company’s older products.
D. customers are less likely to buy products from the competition.
E. his company has increased the number of product lines available.
Which of the following closing techniques is LEAST preferred when calling on an
indecisive customer?
A. Summary-of-benefits
B. Probability
C. Negotiation
D. Assumptive
E. Standing-room-only
After losing a client to a competitor, a salesperson should most likely strive to:
A. call the customer every day to schedule a sales presentation.
B. criticize competitors during a meeting with the customer.
C. request an arbitrator to negotiate a new contract.
D. determine the reason for losing the account.
E. categorize the client as an orphan account.
Routine decision making is most likely involved when an individual purchases a
_____.
A. Gibson guitar
B. Honda sedan
C. Canon printer
D. People magazine
E. Golden Retriever puppy
When using questions in the selling process, a salesperson should most likely:
A. use primarily direct questions.
B. be assertive, forceful, and positive.
C. be able to anticipate the answers.
D. concentrate on a product’s advantages.
E. accept that most prospects expect discounts.
_____ attempts to have prospects imagine using the product themselves.
A. Suggestive proposition
B. Prestige suggestion
C. Empathetic suggestion
D. Autosuggestion
E. Countersuggestion
Assuming that you are a salesperson making a group sales presentation, which of these
statements is most likely true?
A. The larger the group, the less structured your presentation must be.
B. Avoid talking to any members of the group prior to the presentation.
C. Establish your credibility in the early stage of the presentation.
D. Prepare a written proposal document that includes prices.
E. Omit trial closes from your presentation.
Which of the following would be a good rule for salespeople to follow in handling
their paperwork?
A. Avoid paperwork so that more time is available for sales presentations.
B. Politely interrupt a sales interview to get paperwork finished.
C. Finish paperwork during non-selling times and evenings.
D. Manage paperwork on a once-a-month basis.
E. Handle paperwork throughout the day.
Petra Lamar approached her prospect with the following words, “Hello, Dr. Keeler,
Willa Fox with the County General Hospital suggested that I contact you concerning
our new MRI scanner.” What type of approach statement was Petra Lamar using?
A. Introductory
B. Referral
C. Premium
D. Complimentary
E. Product
Which of the following is one of the seven deadly sins of business selling?
A. Overplanning a sales call
B. Demonstrating the product too often
C. Promising more than can be delivered
D. Failing to provide the lowest prices in the industry
E. Exhibiting a lack of knowledge about the competition
Last month, Westover Chemical salespeople from across the country gathered at the
firm’s home office to receive training on the firm’s new line of slow-release weed
killers. The facility has numerous classrooms and sales laboratories. The meeting is
most likely an example of:
A. centralized training.
B. classroom counseling.
C. active socialization.
D. decentralized selling.
E. operational training
According to surveys, which of the following statements about how managers view
sales ethics is true?
A. Sales goals force managers to act even more ethically than they ordinarily would
B. Some sales managers lower their ethical standards to meet job goals
C. Few managers feel that they face ethical problems in the workplace
D. Most managers are unaware of any unethical behavior in their industry
E. Most managers feel that they and their employees are operating as ethically as
possible
Cassandra works for a manufacturer of cedar closet systems. As she negotiates with a
buyer for Home Depot, Cassandra says, “The recent drought in Maine may seriously
limit our ability to meet your needs for cedar products in the future.” Cassandra is using
a(n) _____ close.
A. probability
B. standing-room-only
C. minor-points
D. assumptive
E. balance-sheet
The salesperson was selling the couple a garden tub for their new bathroom. He said,
“The water jets, large capacity, and marble finish are wonderful features, wouldn’t you
agree?’ When this first close failed, he asked, “Will you want to use clear or white caulk
to install your new tub?” The couple did not answer this question. The salesperson then
began making a two-column list with reasons for and against buying. The salesperson
used a:
A. presumptive close.
B. dyadic close based on the SELL Sequence.
C. multiple distribution technique.
D. multiple-close sequence.
E. probability close.
Which of the following statements about a commission plan is most likely true?
A. Employee loyalty to the firm increases.
B. Selling costs are kept in proportion to sales.
C. Recruiting costs are significantly decreased.
D. Salespeople strive to complete nonselling tasks.
E. Team selling and territory splitting are encouraged.
Which of the following is the problem associated with using the formula sales
approach without knowing customers’ needs?
A. It will reduce the buyer-seller interaction and make the job difficult for the
salesperson.
B. The customer will raise objections only at the closing stage and complicate the sale.
C. The salesperson cannot implement any trial closes with confidence.
D. The customer may not respond to the salesperson’s questions.
E. Customer objections may arise early in the presentation.
Which statement about the formula sales presentation is INCORRECT?
A. The formula sales presentation is based on the AIDA procedure of developing and
giving the sales presentation.
B. Modified rebuy situations are a good time to use the formula sales presentation
method.
C. The formula sales presentation is the best method to use when the prospect allows a
few minutes for the presentation.
D. The customer has the largest amount of talking time during the latter half of the
presentation phase of the formula sales presentation.
E. To successfully use the formula sales presentation method, the salesperson must have
previously identified the prospect’s needs and wants.
Which of the following is an example of a problem question that might be used in the
SPIN approach?
A. “How many brands of cereal does your convenience store sell?”
B. “Has your business outgrown your current facility?’
C. “Do you eat out with your family very often?”
D. “Do you like to go to NASCAR races?”
E. “How many accountants do you employ?”
Stage Technologies
Stage Technologies is a London-based company that supplies engineering solutions for
the entertainment industry. The company installs winches, stage lifts, and other
equipment commonly used in stage productions. The equipment is designed so it can be
operated from a single console without awkward or heavy lifting. Both opera
companies and theaters see the benefit of such a system, but many are reluctant to buy
because of perceived costs. John Hastie and Mark Ager, the company’s best salespeople,
must design sales presentations that address these concerns.
Hastie and Ager would most likely use the formula presentation approach when:
A. working with a prospect who has limited time.
B. selling to a veteran stage production manager.
C. making a proposal to a committee.
D. dealing with a rebuy situation.
E. negotiating with a manager.
The primary purpose of asking a rephrasing question is to:
A. probe for the prospect’s objections.
B. identify the prospect’s concern.
C. encourage free discussion.
D. clarify the prospect’s meaning.
E. emphasize an area of agreement.
If a customer makes routine purchase decisions when buying products from a
salesperson, then it is especially important for the salesperson to:
A. offer product financing.
B. use product promotions.
C. attempt a pre-trial close.
D. keep the product in stock.
E. provide competitive data.
List and briefly explain the four components of promotion.
List the three fundamental beliefs that underlie the marketing concept as a business
philosophy.
What are the three essential steps of sales presentation?
Lawrence sells lockers like those found in airports, bus stations, exercise centers, and
schools. His fixed selling costs are $25,000 annually. His annual sales are $350,000 and
the annual cost of the lockers he sells equals $215,000. Calculate his gross profit in
percentage and his break-even point.
What are the characteristics of thinkers and feelers? How should a salesperson adapt a
presentation for each type of person?
How does a mobile office benefit a salesperson?
Give examples of practical and psychological objections.
What is the purpose of a trial close? What are the best times during a sales presentation
for a salesperson to use a trial close?
What are the differences between order-takers and order-getters? Which job do you
think would be more rewarding or difficult? Why?