A salesperson leaves early from home and drives to the far end of her territory before
making the first call. Then she works her way back so that she ends up near home at the
end of the day. This is called the straight-line method of routing sales calls.
The task behavioral form of leadership is characterized by two-way communication.
A new manager will be heavily supported by his subordinates and other managers to
make the initial adjustments to his new role.
The five mental steps of buying in order are attention, interest, desire, conviction, and
purchase.
Immediate supervisors typically establish procedures for who will do the evaluation
and how it will be done.
In the need-satisfaction sales presentation, the first 50 to 60 percent of the conversation
time is referred to as the need awareness phase.
Pictures, models, videotapes, films, or slides are the best alternatives if a demonstration
is not feasible.
Customers tend to become less price-sensitive when they become accustomed to
dealing with a salesperson.
Relationship marketing and the marketing concept both emphasize sales volume and
product features.
Examples of proofs include past sales figures, independent research results, and
testimonials.
Radio commercials are the best idea development tool for the dramatization of a
product.
When a salesperson receives disagreement signals, he should immediately stop his
planned presentation and quickly adjust to the unplanned situation.
Rachel, an experienced sales representative, was told by her sales manager how to
develop a sales presentation. Rachel’s manager is most likely following a _____
leadership style.
A. telling
B. persuading
C. participating
D. complying
E. delegating
A survey of purchasing agents shows that they believe it is most important for
salespeople to:
A. refuse to accept “no” as an answer.
B. conduct regular service calls.
C. make unplanned cold calls.
D. avoid dramatics in sales presentations.
E. keep customers informed about competitors.
An individual operating in the _____ level of moral development would disobey
orders, laws, and consequences to follow personal ethics and values.
A. voluntary
B. principled
C. conventional
D. habitual
E. preconventional
Sonia Taylor has a collection of hand-tied fishing flies left to her by her
great-grandfather. She has learned the fishing flies are valuable and would like to sell
them. Sonia has used the Web to locate dealers of antique fishing gear who might be
interested in purchasing the collection. Sonia has engaged in:
A. data mining.
B. e-prospecting.
C. direct marketing.
D. direct selling.
E. networking.
In order to be effective, a fixed point of reference must:
A. change rules based on the situation.
B. be identical to personal beliefs.
C. use one’s own conscience.
D. relate to objects rather than people.
E. be separate from the individual.
_____ is a process by which the sales manager uses both task and relationship
behaviors to influence the activities of salespeople.
A. Motivation
B. Engagement
C. Enrichment
D. Leadership
E. Evaluation
When the prospect’s objection is valid, it calls for:
A. the boomerang method.
B. the compensation method.
C. the direct denial method.
D. the indirect denial method.
E. rephrasing of the objection.
Which of the following would most likely include a trial sample or request consumers
to complete a questionnaire to receive a free product sample?
A. Trade advertising
B. Industrial advertising
C. Cooperative advertising
D. Retail advertising
E. Direct-mail advertising
To become a successful professional salesperson, you should do all of the following
EXCEPT:
A. asking questions to gather information.
B. recognizing how the benefits of the product satisfy the customer’s needs.
C. establishing a balanced dialogue with customers.
D. using a benefit summary and action plan requiring commitment when closing.
E. trying to maximize profits and benefits only for your company.
In a communication process, the information conveyed by the salesperson to the
prospect in a sales presentation is known as the:
A. source.
B. message.
C. transcription.
D. source credibility.
E. channel feedback tool.
What should the salesperson do if the prospect angrily challenges the veracity of the
claims made about the product?
A. Provide a countersuggestion quickly
B. Stop the presentation immediately
C. Defend the claims aggressively
D. Correct the prospect politely
E. Act diplomatically
When choosing a sales manager to serve as a sales trainer, a firm should most likely
seek an individual with a successful sales record and:
A. an ability to manipulate situations.
B. sufficient knowledge of marketing.
C. a business and finance background.
D. effective teaching skills.
E. a relevant college degree.
Norman, the owner of CompuTex, recently installed computers at Harding Industries.
Norman recommended that the Harding Industries office manager contact Computer
Services, Inc. to schedule a computer training class for Harding’s employees. This is an
example of the _____ method of prospecting.
A. observation
B. preapproach
C. endless chain
D. center of influence
E. networking
The purpose of the negotiation close is to:
A. overcome a prospect’s objections that you are unable to answer directly.
B. make the prospect think haggling has led to the lowest price available.
C. determine who gets the better end of the deal.
D. get the prospect to reveal hidden objections.
E. find ways for both parties to have a fair deal.
Which of the following is an example of a quantitative performance criterion used to
evaluate a salesperson’s performance?
A. Listening skills
B. Use of time
C. Product knowledge
D. Quality orientation
E. New customers obtained
Within a salesperson’s prospect pool, which group is the most important prospect for
future sales?
A. Leads
B. Referrals
C. Centers of influence
D. Salesperson’s customers
E. Orphans
When you call on a prospect, your words, visual materials, and body language are all
used to communicate with your prospect. With reference to the communication process,
these are collectively known as:
A. feedback generation
B. encoding.
C. the medium.
D. decoding.
E. the message.
A salesperson should consider _____ when determining how often to call on an
account.
A. present and potential sales to the account
B. the gender and age of the customer
C. number of employees in the organization
D. the account’s mission statement
E. the company’s revenue figures for the previous year
What is marketing? Describe the evolution of the consumer-oriented attitude.
Why would a salesperson use an opinion approach?
What is a sales territory? What are the major reasons for forming sales territories?
Define communication in a sales context and list the major elements in a basic
communication model.
What are the six major reasons for choosing a sales career? Why would you consider a
career in sales?
Briefly describe the purpose and steps of the exit technique.