Yukie, a salesperson for a North American car manufacturer, told one of her prospects
that Honda was being investigated in Japan for unfair labor practices. Although she had
heard the rumor from someone else, she was confident it was false. Yukie is guilty of:
A) libel
B) product disparagement
C) reciprocity
D) false advertising
E) slander
A salesperson who is having trouble determining his own communication style most
likely falls into:
A) the Excess Zone
B) Zone One
C) Zone Two
D) the Flex Zone
E) the Bias Zone
Which of the following is an example of a relationship strategy salespeople for
XFormation could use?
A) Use mirroring and other subtle methods to create rapport and a good relationship
with the customer so the customer ultimately buys.
B) Understand all the training products they sell and how to customize a package for
the customer.
C) Examine how they can add value for customers so the customers will continue to
contract with XFormation on a long-term basis.
D) Give a presentation to the customer after planning out the objectives carefully ahead
of time.
E) Understand the customer’s needs and what and how they need to buy.
To close a sale more effectively, it helps to look at the value proposition:
A) from the customer’s point of view
B) from the competition’s point of view
C) as a made-up concept
D) as the objective to reach for
E) to determine which type of close to use
Which of the following would be most helpful to salespeople in dealing with bribery?
A) a well-established corporate policy on bribing
B) knowing that bribery is sometimes illegal
C) knowing that bribery is often unethical
D) a sales manager who has given bribes in the past
E) college coursework on bribery
The stereotype of salespeople is that they are all Emotives: good at talking and
influencing people into buying the product they are selling. It would most likely be
harmful to the sales process to have an emotive sales representative if the:
A) customer is low on the sociability continuum
B) customer is high on the sociability continuum
C) product being sold is viewed as costly by the customer
D) product being sold is in the mature stage of the product life cycle
E) salesperson engages in style flexing to accommodate the customer’s needs
A grain supplier to cattle farmers has developed a new grain mixture, Green Grain, with
nutritional additives that approximate the nutrient mixture in grass. Farmers who feed
their cattle this enriched grain can sell beef and milk that taste similar to grass-fed beef
and have many of the nutritional benefits to humans of grass-fed beef or dairy at a
significantly lower production cost than actual grass-fed beef or dairy.
Which product-selling strategy would most likely be LEAST effective for selling Green
Grain?
A) focusing on creating new markets
B) developing new expectation levels
C) establishing new standards
D) stressing brand superiority
E) changing habits
Putting pressure on a buyer with a(n) ________ communication style will most likely
make the buyer more indecisive.
A) directive
B) rational
C) supportive
D) emotive
E) reflective
Some organizations are using ability or aptitude assessment instruments to determine
future performance in certain types of sales jobs. Experts in the field of employment
testing say that test scores:
A) can be very misleading to the employer, so they should not be used
B) should not be considered because of possible legal problems
C) are not helpful for most firms because of validity issues
D) can be helpful when used in conjunction with other criteria
E) are excellent measures to determine future performance
Which of the following is an important limitation of the buyer resolution theory?
A) Salespeople find the theory too complex.
B) Customers already know what they should buy.
C) Few customers ask the question, “What is a fair price?”
D) Knowing which decisions are difficult for buyers is difficult.
E) Answers provide little insight into customer buying strategies.
The sales manager most likely uses information from the routing and scheduling plan to
develop a:
A) to-do list
B) weekly sales report
C) sales call plan
D) customer contact card
E) call record
An aroused need, drive, or desire is referred to as a(n):
A) buying motive
B) undifferentiated motive
C) compelling motive
D) rational motive
E) personal motive
The sales director of a food supply house to restaurants has been analyzing sales for the
past two years and has discovered that sales representatives have been losing sales,
giving larger discounts than they should, and giving away too many “freebies” to
clients.
What area of the sales process are the sales representatives weak in, according to the
results of the sales director’s analysis?
A) price calculations
B) negotiation skills
C) presentation skills
D) rapport building
E) showmanship
Which of the following statements about culture is most likely FALSE?
A) Indirect communication is preferred in Africa.
B) Harmony is highly valued in Asian countries.
C) Gift giving is considered unethical in China.
D) Americans value promptness for business meetings.
E) Tactfulness is important when doing business in Arab countries.
AdVance Corporation is a company that formulates and manufactures fertilizers for the
farming industry. The company produces several standardized formulas that can be
purchased directly through the retail arms of the company, but it also formulates custom
fertilizers for farms.
John Collins has been a sales rep for AdVance for 18 years. When he began his career
with AdVance he followed the money and sold to any customer he could convince to
buy. In the last 5 years, however, he has been focusing on acting with integrity in every
selling situation. As a result, he has discovered that his immediate close rate on sales
has gone down, but that he has developed a highly profitable group of long-term
customers. What principle does this most likely demonstrate?
A) Transactional sales are built on lower prices.
B) Acting with integrity can be counterproductive to a salesperson.
C) No amount of professional success is worth sacrificing integrity.
D) A sales rep can have a long career even with low sales and few referrals.
E) Honesty and sincerity build long-term partnering relationships with customers.
There is a pay gap between men and women in the field of sales, with men earning
more than women do. Despite this, sales represents an excellent financial opportunity
for women for which of the following reasons?
A) The pay gap in sales is less than the pay gap in the workforce overall.
B) The pay gap varies from company to company.
C) The pay gap is only an issue in certain industries.
D) The psychic income from sales is equivalent to the value of the pay gap.
E) The psychic income from sales cannot be quantified.