Teresa Fallon sends a written proposal to a customer. In the proposal, she compares the
specifications of her product and a competing product. If the information about the
competing product is not true, she is using a form of defamation called:
A) business libel
B) business slander
C) product disparagement
D) puffery
E) bribery
An American company has been working on a business deal in a developing nation.
This deal will open an entirely new market to the American company, increase stability
in the local economy, and provide jobs to thousands of local workers. When the deal
reaches the final phases, the local government asks for a sizable bribe from the
American company to move forward with the proper permits to continue with the
project. Which of the following is the proper analysis of the situation?
A) Paying bribes violates U.S. laws, so the deal may fall through.
B) Reciprocity is illegal in most foreign countries but not necessarily in the U.S.
C) U.S. bribery laws are suspended in foreign countries, so paying the bribe is
acceptable.
D) According to U.S. laws, bribes are equivalent to gift giving, so they are an accepted
aspect of conducting business.
E) The U.S. firm must consult the International Uniform Code of Business to determine
the legality of the bribe.
Taking time to establish a proper rapport with customers will most likely lead to:
A) guaranteed sales
B) open communication
C) a faster sales cycle
D) a slower sales cycle
E) lower commissions
Low-involvement buyers care mostly about:
A) specifications
B) durability
C) loyalty
D) brand
E) price
Salespeople are most likely considered knowledge workers because they:
A) position and lay out information in a way that helps buyers understand it
B) gain knowledge of the product before they can sell it
C) repeat a script that they are given by their managers
D) develop an understanding of the best practices of sales
E) create products themselves before they sell them
Which stage of the consultative sales process most likely increases a salesperson’s
opportunities to build repeat business?
A) need discovery
B) solution selection
C) need satisfaction
D) sale servicing
E) approach
When a prospect has voiced an objection, it is most likely best for the salesperson to:
A) suggest postponing the negotiations
B) divert attention to a product feature
C) illustrate the product’s high quality
D) deny the accuracy of the objection
E) clarify the true nature of the problem
Which stage in the typical buying process occurs after a customer has evaluated
solutions but before a purchase is made?
A) resolution of problems
B) needs awareness
C) solution selling
D) pre-purchase
E) implementation
The four-style communication model described in the text is:
A) increasingly used in training programs
B) applicable only to salespeople in the U.S.
C) limited in its usefulness in the real world
D) the basis for developing customer strategies
E) based on research developed in the last decade
When you are working on a large, complex sale you should most likely try to achieve:
A) joint partnership
B) special concessions
C) immediate commitment
D) transactional synergy
E) incremental commitment
RealPlan sells a calendar/messaging/paperwork center that helps working parents
organize their families’ schedules and paperwork. The product has received positive
feedback from buyers, and it is priced comparably to normal planners even though it
offers more features and benefits. RealPlan has been selling various planning products
to consumers for 10 years, and managers at the firm see an opportunity to move into the
business market with a software version of the popular planner.
What should the sales director of RealPlan most likely do before sending salespeople
out to call on business buyers for the first time?
A) Make sure the salespeople have talked to businesspeople before.
B) Ask the salespeople to rehearse the standard customer presentation.
C) Adjust the sales forecast using the normal sales cycle for customers.
D) Build long-term strategic alliances by creating systems selling appeals.
E) Discuss the differences between consumer buyers and business buyers.