A salesperson should attempt a close only once. To do otherwise makes the prospect
think the salesperson is pushy.
A “product” is a bundle of tangible attributes, while intangible attributes are called a
‘service.”
Prospects seldom use the no-need objection because it is rude.
Service quality is not determined by customer expectations but on organizational
metrics.
A salesperson using the product approach would hand his/her product to the prospect
and ask, “What do you think of that?”
Premiums are used solely to encourage customers to come into the retailer store.
A Golden Rule Salesperson is helpful and honest with customers unless that means
losing sales.
Role-playing typically involves analyzing a sales situation rather than acting out selling
situations.
Acts such as building rapport, uncovering needs, and designing sales presentation
strategies are collectively referred to as prospecting.
A marketing plan explains what the customer will receive in return for buying the
product or service.
The ethical behavior of an employee is influenced by managers, co-workers, and the
organization.
Value analysis is an example of a business proposition for an industrial product.
Salespeople should familiarize themselves with the company’s price, discount, and
credit policies so that they can use them as a competitive advantage.
When selling to a group, it is necessary to modify the ten step selling process by
omitting the trial close step.
Planning can greatly reduce a salesperson’s nervousness before a sales presentation.
A proof statement can be used when letting a third party respond to an objection.
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.
I magine Hastie walked into a prospect’s office and asked, “How would you like to
increase rehearsal time and ensure long-term cost savings?” From this opening line, you
can assume that Hastie is most likely using a ____ presentation.
A. persuasive selling
B. logical reasoning
C. need-satisfaction
D. price/value
E. formula
Erin has just walked into a local appliance store and told the salesperson, “I’d like to
buy a side-by-side, stainless steel Whirlpool refrigerator. It needs to be at least 24 cubic
feet and should have an exterior ice and water dispenser. What can you show me?” At
what level of need awareness is Erin?
A. Conscious
B. Preconscious
C. Postconscious
D. Unconscious
E. Subconscious
All of the following would most likely eliminate the need for additional laws
governing right and wrong in business settings EXCEPT:
A. stringent codes of ethics.
B. moral organizational cultures.
C. ethical examples from top management.
D. standardization of fixed points of reference.
E. support for corporate social responsibility programs.
Which of the following is an appropriate guideline to follow when communicating with
a cell phone?
A. Remember the person you are with should be the most important person for you to
be communicating with
B. Speak louder into a cell phone than you would in other types of phones
C. Never ignore a cell phone call
D. Avoid text messaging in public areas
E. Always keep your phone in message mode
For most salespeople, which of the following provides the greatest motivation?
A. Sales achievement awards
B. Co-worker recognition
C. National sales meetings
D. Positive evaluations
E. Financial rewards
In most cases, which of the following receives the highest percentage of a firm’s
promotional budget?
A. Commercials
B. Sales force
C. Human resources
D. Public relations
E. Print advertising
Bo Hardigan is a salesperson at Caesar’s Boating Extravaganza. He uses his free time
in the store to telephone people who have purchased equipment from him recently to
determine if they are satisfied and have future needs. This is an example of _____
selling.
A. benefit
B. relationship
C. partnership
D. transformational
E. transaction
When a company determines that one of its sales staff has an addiction which affects
his work, it would be most ethical for the company to:
A. terminate the employee to convey a message to other employees.
B. punish the employee with a salary cut and demotion.
C. encourage the employee to seek professional help.
D. encourage the employee to take a leave of absence.
E. file a lawsuit against the employee to cover the liability.
If a salesperson sells to customers and does not contact them again, the salesperson is
involved in:
A. transaction selling.
B. transformational selling.
C. relationship selling.
D. partnering.
E. solution selling.
Which of the following is most likely true regarding the summary-of-benefits close?
A. It is infrequently used by salespeople.
B. It aims at a specific prospect’s personality.
C. It cannot be used easily as it involves a complex process.
D. The SELL sequence and FAB statements can be utilized.
E. It is not a straightforward method to close an industrial sale.
In a SMART sales call objective, the “A” and “M” refer to the fact that the objective
should be:
A. accurate and maximized.
B. achievable and minimum possible.
C. actionable and motivating.
D. achievable and measurable.
E. accurate and motivating.
Annette sells store fixtures such as clothing racks, wall shelving, and storage units. In
developing her _____ for a prospect, Annette uses the square footage of the prospect’s
retail store to predict profit as well as return on investment if her fixtures are
purchased.
A. sales call objective
B. marketing call
C. customer profile
D. FAB
E. business proposition
When compared to the T-account close, the modified T-account close:
A. uses debits and credits columns.
B. is similar to the continuous-yes close.
C. deals with the reasons for not buying.
D. can only be created by the prospect.
E. is similar to the summary-of-benefits close.
_____ refers to the salesperson discussing an objection before a prospect has the
opportunity to ask about it.
A. Anticipating
B. Obstructing
C. Dodging
D. Forestalling
E. Negotiation
Knight’s Catering Service receives a May 19th invoice for $150 with terms of 3/10 net
30. If Knight’s pays the invoice on May 28, how much is due?
A. $120.00
B. $145.50
C. $147.00
D. $150.00
E. $153.00
When is a customer most likely to make a complaint?
A. The product has been backordered.
B. The product has more features than expected.
C. The customer received a larger discount than expected.
D. The product quality is better than expected.
E. The product arrived on the date specified in the contract.
Salespeople must sell the product, plus sell the prospect on providing referrals. This is
known as the:
A. endless chain method.
B. canvassing method.
C. parallel referral sale.
D. cyclical method of referral.
E. referral qualification.
As she listens to her customer, Denise refrains from evaluating the message and
considers the customer’s point of view. Denise is engaged in _____ listening.
A. dynamic
B. participative
C. non-routine
D. active
E. responsive
Which of the following statements about the use of demonstrations in sales
presentations is true?
A. Rehearsed demonstrations bore prospects.
B. Industrial product presentations require demonstrations.
C. Demonstrations should be appropriate and appear natural.
D. Demonstrations do not backfire when a product is well-made.
E. Effective demonstrations involve complex products for end users.
According to the text, which closing technique is effective in all situations?
A. Assumptive
B. Probability
C. Continuous-yes
D. Minor-points
E. Standing-room-only
Which of the following statements about the alternative-choice close is most likely
true?
A. The alternative-choice close does not give the customer the opportunity to have a
preference.
B. The alternative-choice close provides a choice between something and nothing.
C. The alternative-choice close assumes that the customer does not have a desire to buy.
D. The alternative-choice close assumes that the customer will only buy if tricked into
believing a need exists for the product.
E. The alternative-choice close does not give the prospect a choice of buying or not
buying.