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Performance and conversion goals are the basis for _____ goals.
A. activity
B. transformation
C. consequence
D. terminal
E. collaborative
The _____ Act requires written notification to customers regarding privacy policies.
A. Robinson-Patman
B. Gramm-Leach-Bliley
C. Sarbanes-Oxley
D. FOB notification
E. Federal Do-Not-Call Registry
All of the following are generally recognized as advantages of planning sales calls
EXCEPT:
A. it increases the customer's confidence.
B. it saves the customer's time.
C. it guarantees that a deal will be finalized.
D. it gives the salesperson more time for tasks associated with managing his or her
territory.
E. it helps the salesperson to deliver a sales presentation based on specific objectives.
_____ is what happens when the role demands more than the person can perform.
A. Ambiguous control
B. Subliminal stress
C. Role conflict
D. Role ambiguity
E. Role overload
Which of the following statements is good advice for salespeople concerned about
proper use of hand gestures in the United States?
A. Avoid dropping your hands down by your sides while presenting and keeping them
there.
B. Do not expose your palm to your prospect because that gesture sends negative or
'stop" signals.
C. When making a presentation before a group, keep hand gestures to a minimum so
you'll appear confident about your topic.
D. Using the hand in a slicing motion signals the other person to cut their comments
short.
E. All of the above.
"We would love to buy three of the Poly-Tex floral fixtures. It would provide us with
much more space to display our plants. Your product matches our needs except for one
thing. We have only allocated $700 for expansion, and your shelves are priced at $800."
The buyer is:
A. using a budget bogey.
B. low balling.
C. nibbling.
D. browbeating.
E. using the trial balloons technique.
Bianca has just completed her degree in advertising and selling. She is interviewing for
her first sales position. She has to convince the interviewer about her KSAs which refer
to her:
A. kinetics, salesmanship, and authority.
B. kanban, strategy, and agility.
C. kaizen, sincerity, and accuracy.
D. knowledge, skills, and abilities.
E. none of the above.
According to UCC, a sale is made:
A. when the salesperson makes an offer.
B. when the client accepts the offer and agrees to buy.
C. before the title exchanges hands.
D. when the contract is completed and the title exchanges hands.
E. when the contract is signed.
The sales rep from the medical supply company began writing an initial order for
Karen's nursing home while he was enquiring about the required supplies they would
need. This sales rep appears to be using the _____ traditional closing method.
A. direct request
B. minor point
C. direct action
D. standing-room-only
E. assumptive
While making a presentation to the owner of Harold's Dress Shop about a window
display, Scott began to pick up nonverbal cues that this was not what the owner wanted.
Scott asked, "Would you be interested in a window with less clutter that showcased
some of your more expensive items?" When the owner replied, "Yes," then Scott
modified his existing sales strategy to incorporate his ideas for the showcase window. In
this scenario, Scott was seen to be practicing _____ selling
A. standardized
B. fixed
C. outlined
D. adaptive
E. methodological
Which of the following statements about the use of computers by salespeople is true?
A. Salespeople use collateral management systems to archive, catalog, and retrieve
digital media and text.
B. Computers are generally not able to offer excellent visuals and graphics.
C. It is difficult to perform what-if analyses on computers.
D. A computer can store only a small amount of information.
E. Information in computers is more difficult to retrieve than in larger computers.
For a customer, _____ is the critical issue in a market exchange.
A. price
B. inventory
C. profit
D. promotion
E. distribution
A(n) _____ is how a specific feature will help a particular buyer and is tied directly to
the buying motives of a prospect.
A. agreement
B. need
C. benefit
D. characteristic
E. highlight
To salespeople the benefit of zoning is:
A. minimizing travel time between customers.
B. forming creative combinations within routing.
C. avoiding routine sales call patterns.
D. dividing accounts into groups according to its profitability.
E. scattering sales across a wide geographic area.
After important decisions, buyers may feel a little insecure about whether the choice
was a wise one. This insecurity is called:
A. post-purchase dissonance.
B. regret at leisure.
C. prisoner's dilemma.
D. buyer's apology.
E. conspicuous consumption.
According to the communication process, when a salesperson develops a sales
presentation, he or she is actively involved in:
A. encoding.
B. affective stimulation.
C. perceptualization.
D. decoding.
E. selling.
April, a sales rep for Beta-Z Equipments, was recently assigned to work with Leapheart
construction. Typically, Leapheart purchases about $15,000 worth of materials per
quarter from Beta-Z, but since April took over as the sales rep to work with Leapheart,
the volume has dropped drastically. Sam, the inventory manager at Leapheart, often
ends April's sales calls saying something like, "Look, little lady, I don't need someone
like you in here telling me how to build houses. Why don't you just run along and bake
some cookies or something." April has been professional in every way, but now her
manager believes that the client should be assigned to Wayne. This change is called a:
A. pressure transfer.
B. conversion.
C. turnover.
D. clean sweep.
E. territory waiver.
A salesperson for refrigerant leak monitors began her presentation to the Kroger buying
agent as follows: "Our system will prevent your employees from being exposed to
dangerous CFC emissions." At that point in her sales presentation, she was describing
a(n):
A. skill.
B. attribute.
C. benefit.
D. feature.
E. need.
Mac is the house manager for his campus chapter of Sigma Chi, a social fraternity. He
is negotiating with Hemphill Hauling for trash pick-up services at the fraternity house.
He prefers a three-days-per-week trash pick-up schedule, but he is also willing to accept
a two-days-per-week arrangement. While negotiating with the company, he asks for
daily trash pick-up service. The two-day trash pick-up schedule is Mac's:
A. minimum position.
B. target position.
C. opening position.
D. maximum position.
E. average position.
Wallace represents a manufacturer of hearing aids. Lisa, an audiologist to whom
Wallace sold one of his company's new Max-Ear 2001, is so pleased with its
performance, that she has written a testimonial and listed some other audiologists who
Wallace may approach. This is an example of the _____ method used in prospecting.
A. endless-chain
B. spotter
C. insight selling
D. cold call
E. data mining
The set of people and organizations responsible for the flow of products and services
from producer to ultimate consumer is called a firm's:
A. selling function.
B. advertising force.
C. marketing organization.
D. distribution channel.
E. sales team.
Which of the following is an example of an inside salesperson?
A. A salesperson who calls on farmers' cooperative groups
B. A distributor who visits a customer's home to sell cosmetics
C. A retail clerk at a local hardware store
D. A pharmaceutical salesperson who regularly calls on physicians
E. A salesperson who trains a customer's employees on how to use the new copier he
just sold them
Andrew, a sales representative for AirCon, has to call on the owner of a chain of
automobile showrooms to sell his company's new line of air conditioners. His primary
objective for the first sales call is to crack an exclusive deal with the owner. This would
enable him to install his company's air conditioners across all the showrooms his
prospect has. Which of the following is a drawback of this primary call objective?
A. It is too qualitative.
B. It is not realistic.
C. It is not challenging enough.
D. It is incomplete because it does not specify the after sales service.
E. It is not measurable in monetary terms.
Kendall is the new owner of a catering company. She receives an invoice for a new
walk-in refrigerator which mentions "2/10, n/30." Which of the following statements
best explains this?
A. She can earn a ten percent discount if she pays within two days of receiving the bill;
otherwise it is due at the end of the month.
B. She can earn a twenty percent discount if she pays within ten days of receiving the
bill; otherwise it is due at the end of the month.
C. She can earn a two percent discount if she pays within ten days of the invoice date;
otherwise the full amount is due in thirty days.
D. She can earn a thirty percent discount if she pays within two days of receiving the
bill, or a ten percent discount if she pays by the end of the month.
E. She can earn a ten percent discount if she pays within two days of receiving the bill;
she will pay a ten percent penalty if it is not paid within thirty days.
Which of the following statements about prospecting is true?
A. The value of all qualified leads is identical.
B. Not all leads will qualify to be prospects.
C. It is unethical to use friends or relatives as sources for leads.
D. Personal observation cannot be used to find qualified leads.
E. The process of qualifying leads usually results in an increase in the number of leads.
Your buyer has just said, "Your machines break down more often than most of your
major competitors' machines." You decide to reply using the indirect denial method to
handle this objection. Which of the following statements is the best example of this
method?
A. "That's true. However, they are 30% less expensive. So they're still a better deal for
you."
B. "That simply is not true. Studies show that our machines break down no more than
our major competitors'."
C. "That may have been true at one time. In fact, before we introduced our new quality
control management system that statement would have been right on target. However,
things have changed."
D. "I can see how you feel that way, but on the other side, we do have very good service
centers where you could get the machine fixed."
E. "You know, I think everyone should be as concerned about quality as you are."
Martin was trying to sell pumps for circulating water in goldfish ponds when he
realized that the reason he was not able to sell many pumps was the weight of the model
he was trying to sell. He approached the firm with the idea to replace every possible
metal part of the pump with a hard plastic substitute. After working on his feedback, the
pumps became lightweight and were able to meet customers' requirements better. As the
_____, Martin saw the project from its conception to the development of a lighter
model pump.
A. change agent
B. gatekeeper
C. driver
D. spotter
E. champion
Which of the following is a likely reason for a customer complaint?
A. The salesperson set the buyer's expectations too high.
B. The terms of the sales contract were not met by the salesperson.
C. The product required extensive technical expertise to operate.
D. The product was used improperly by the customer.
E. All of the above.
Which of the following is an example of a field salesperson?
A. A retail clerk at a large department store
B. A telemarketer
C. A worker who takes food orders through a drive-through window
D. A pharmaceutical sales representative who visits doctors' offices to sell drugs
E. All of the above
If the terms of the contract specify FOB (free on board) destination, then:
A. any loss or damage incurred during transportation is the responsibility of the seller.
B. the buyer is responsible for any loss during transportation.
C. the buyer assumes the responsibility and risk for the merchandise as soon it leaves
the factory.
D. the buyer gets the title to the goods as soon as the invoice is made by the seller.
E. the goods are being sold on consignment.
Which of the following statements about forecasting in global markets is true?
A. The same forecasting techniques that work in the United States work around the
world.
B. Salespeople are especially important to the forecasting process when the executive is
attempting to forecast international sales.
C. For international marketing forecasts, the top executives rather than the salespeople
can provide the most accurate numbers.
D. In the bottom-up forecasting method used in international sales, little input from the
salespeople is taken.
E. Computer simulations produce the most reliable sales forecasts for selling in
international marketing.
