Salespeople can motivate champions to participate fully in the decision process by
showing how a decision meets their needs as well as the overall needs of the company.
As a salesperson using adaptive selling, it is important to give all prospects and clients
the same standard presentation.
A salesperson can use catalogs and brochures during a presentation and then leave them
with the buyer as a reminder of the issues covered.
If you do not have the experience for a job you really want, you should contact the
company and ask its representative, “What companies should I pursue that will give me
experience in this field?”
Teddy has very strong opinions about whether his local senator should be re-elected in
the upcoming election, but he keeps them to himself. Because his opinions are so
strongly held, it is correct to describe him as assertive.
Not only does prime selling time vary from one industry to another, it may also vary
within the same industry as you move from one nation to another.
Negotiation is only done with new buyers.
In a selling situation, the seller’s profit is the benefits received minus the selling price.
The best way to establish a sales relationship is to be aware of what the customer
expects.
Seldom does one psychological moment govern the complete success or failure of a
sales presentation.
The 80-20 listening rule suggests salespeople should speak 80 percent of the time and
listen 20 percent of the time.
Relational partnerships are created explicitly for the purpose of uncovering and
exploiting joint opportunities.
Resellers consider two elements when making decisions about what products to sell:
customer profiles and targeted return.
During the commitment stage of the development of partnerships, it is still unlikely that
a customer will designate a supplier as a preferred supplier or partner.
The purpose of a credibility statement is to help prospects identify their needs.
Role ambiguity occurs when two partners demand incompatible actions of the
salesperson.
Generally, the goal of negotiation is to develop a short-term partnership with a buyer.
House accounts are handled by field sales managers in addition to their regular duties.
The salesperson’s job does not end when the customer places an order.
If Augusta does not build the value of her product in her prospect’s mind to the point
where it is greater than the price asked, there will be no sale.
Hand gestures presented at about the height of the navel help the salesperson come
across as truthful.
Understanding the needs of the credit department and assisting it in collecting payments
can better position a salesperson to help customers receive credit later.
Noncompeting salespeople are a good source of precall information.
Salespeople need product knowledge about competitors’ products as well as their own.
Prospects generally take the time to fill salespeople in on all the details of their
business.
Victims of sexual harassment should clearly indicate to their harasser that they (the
victim) are in control and will not be passive.
One of the things that makes cross-selling easier than getting an initial sale is that trust
already exists between the two parties.
If a salesperson makes a negative first impression when he meets a new buyer, he may
never overcome the damage that impression causes in their business relationship.
A salesperson should only give a gift to a purchasing agent if that gift will foster a
mutually beneficial, long-term relationship.
The first step in supplier relationship management is to determine the end-user
spending patterns.
For her sales presentation, Myra wants to design a chart which shows how much faster
wounds would heal when protected with SoloSite, a water-based ointment. To create the
most effective chart, she should:
A. avoid the use of pie charts or other graphical representation.
B. use complete sentences so the buyer does not have to wonder what words are
missing.
C. avoid the use of bullets as they arbitrarily differentiate the points in a presentation.
D. intermingle major and minor selling points.
E. none of the above.
During a sales presentation, why would a salesperson repeat word for word the negative
comment a customer made about his product’s service contract?
A. To engage in passive listening
B. To provide feedback to the customer
C. To avoid having any lulls in the conversation
D. To verify that he decoded the customer’s message correctly
E. To summarize the customer’s concerns
For which of the following transactions would a functional relationship between the
buyer and seller be LEAST appropriate?
A. An apartment complex owner’s procurement of 80 gallons of paint for the annual
repainting of all buildings in the complex
B. A dentist’s purchase of dentures, plates, and other apparatus from a dental lab where
they are made
C. A commuter’s purchase of a daily newspaper to read on his ride to work
D. A foreman’s purchase of lubricating oil for an assembly line
E. An interior decorators purchase of a cellular phone
The most frequently contacted references are _____.
A. church leaders
B. relatives
C. friends
D. former employers
E. coworkers
Jennifer wants to sell the Reiser Company billing department two top-of-the-line laser
printers from her company at the cost of $8,000. To convince the buyers, she shows
them that the new printers would print both the invoice form and the information about
a particular sale on plain paper at the same time. This would save the company $32,000
because preprinted forms would no longer have to be purchased and filled in using a
typewriter. “That’s a savings of 300 percent!” she said. She arrived at the figure of 300
percent savings by computing the:
A. cost-benefit analysis.
B. return on investment.
C. net present value.
D. payback percentage.
E. opportunity cost.
Buyer’s comments are often the best indication that he or she is considering
commitment. When the buyer says, “This is a great product you’re selling. I don’t know
why someone didn’t come up with this idea years ago,” the salesperson should
categorize this statement as a _____ statement.
A. closing
B. buffer
C. benefit
D. direct-request
E. synergistic
_____ salespeople control the sales interaction but often do not gain commitment
because they prejudge the customer’s needs and fail to probe for information.
A. Aggressive
B. Assertive
C. Empathetic
D. Confident
E. Determined
The booking agent for Moser Midway Rides walked into the management office for the
Ohio State Fair and said, “The average family of four will spend 5.5 hours at the fair
and spend between $60 and $70. How would you like to have that same family spend
between $90 and $100 at your fair?” Which of the following methods of opening was
the salesperson using in this scenario?
A. Question
B. Rapport
C. Product
D. Introduction
E. Referral
Which of the following statements about applicant information sources is FALSE?
A. An application form should include factual questions concerning the profile the
company established for the position.
B. Contacting references is a good way to validate information on the application form.
C. The most frequently contacted references are former professors.
D. Experienced sales managers expect to hear favorable comments when they contact
an applicant’s references.
E. One should choose a variety of references that can provide different information
about him/her.
A(n) _____ is an oral or written statement by the seller about how a product will
perform.
A. binding agreement
B. impressed guarantee
C. implied warranty
D. expressed warranty
E. tying agreement
A salesperson who wants to make effective use of handouts during his or her sales
presentation should:
A. avoid keeping any white space in the handout.
B. let the goal of the presentation determine what information should be included in the
handout.
C. discuss the contents of the handout while circulating copies among the buyers.
D. eliminate the use of graphics in the handout.
E. ensure that the content in the handout and the presentation are identical.
The owner of Molly’s Gift Shop ordered a brass sculpture from The Brass Baron, a
distributor of gardening equipment. The invoice she received from The Brass Baron
read, “2/15, n/30,” and arrived on March 19. If she pays the invoice on April 10:
A. she will get a two percent discount.
B. the price will increase by two percent.
C. she will get no discount.
D. she will get a 15 percent discount.
E. the price will be doubled.
_____ is the view that ethical standards in one’s home country should be applied to
one’s behavior across the world.
A. Ethical imperialism
B. Ethical ombudsmen
C. Ethical solidarity
D. Cultural relativism
E. Cultural solidarity
The reason information supplied through publicity is usually considered to be more
credible than information supplied by a salesperson is that:
A. salespeople are considered unethical.
B. the information supplied through publicity is perceived to be independent.
C. the general public has more information than the average salesperson.
D. publicity costs more than personal selling.
E. organizations have more control over when information is disseminated through
publicity.
Which of the following statements is true of customer lifetime value?
A. Salespeople lay more emphasis on a single sale, rather than the combined value of
future sales.
B. Customer lifetime value is only measured for transactions involving a solo exchange.
C. There is no way to estimate the sum of the future sales.
D. The customer lifetime value is a statement explaining how the salesperson’s products
will effectively solve the buyer’s business issue.
E. Customer lifetime value is expressed in terms of the combined total of all future
sales discounted back into current dollars.
Karen knew that the best salesperson in her company had a sales conversion ratio of 75
percent while hers was only 55 percent. Since one of Karen’s goals is to improve her
conversion ratio, she could use _____ and compare what she was doing with what the
best salesperson in the company was doing, to identify ways to improve her sales
conversion rate.
A. benchmarking
B. crowdsourcing
C. market analysis
D. groupthinking
E. social loafing
Neal works for Integrated Computer Systems Distributors (ICSD) as a field
salesperson. In his territory, he only calls on attorney’s offices and physician’s offices.
This specialization has allowed him to develop a high level of expertise at selecting just
the right combination of hardware and software to meet the unique needs of these
offices. From this information, it can be concluded that Neal is part of a sales force that
is organized according to:
A. account types.
B. sales volume.
C. geographic regions.
D. activity quota.
E. performance based criteria.
Melanie, a salesperson for printers and scanners, is sending a proposal for printers to
the home office of Helix Services in Cedartown. To convince the executives in
Cedartown that the local Vinson Mountain branch office needs the printers and copiers
she is selling, Melanie would most likely:
A. send just a product catalogue and let the buyer choose the final product.
B. skip the needs identification process since the needs of the home office and the local
office are different.
C. secure the support of the Vinson Mountain branch manager.
D. include a clause stipulating that no competitive bidding will take place for this deal.
E. do all of the above.
Which of the following acts may be considered sexual harassment?
A. Milton tells pornographic jokes to all the secretaries.
B. Nora repeatedly comments on her co-worker’s sexual reputation.
C. Sybil shows a set of obscene playing cards to her subordinates.
D. Manning makes lewd comments to his colleague.
E. All of the above.
Tayler pays careful attention to what Jack (her prospect) is saying and sorts out relevant
facts from all the statements. With eye contact and nods of her head, she tells Jack that
she’s interested in what Jack is saying. Tayler is engaged in:
A. focused learning.
B. presentation protocol.
C. active listening.
D. dynamic hearing.
E. passive listening.
A salesperson who receives a fixed amount of money for working a specified time
period is being compensated using the _____ method.
A. salary plus bonus
B. straight commission
C. salary plus commission
D. commission plus bonus
E. straight salary
(p.96-97) A salesperson says, “For the money, you will find no better water reclamation
system anywhere!” The customer thinks the salesperson has just told him that his
product is cheaply made and only fairly successful at cleaning the water so it can be
reused. Part of the miscommunication is caused by the customer’s secretary who comes
in during the presentation and asks the customer to sign a letter. In terms of the
communication process, the salesperson is ____, the customer is _____, and the
secretary creates ____.
A. decoding; encoding; feedback
B. decoding; creating feedback; noise
C. encoding; decoding; feedback
D. encoding; decoding; noise
E. decoding; encoding; noise
When a perfume manufacturer establishes a minimum price below which a retailer may
not sell its perfume, the manufacturer is engaged in:
A. a tying contract.
B. resale price maintenance.
C. price discrimination.
D. collusion.
E. reciprocity.
_____ involves paying large sums of money to higher-ranking officials to get them to
do something illegal or to ignore an illegal act.
A. Collusion
B. Subordination
C. Capitulation
D. Indemnification
E. Lubrication
Which of the following statements about the use of a postscript (PS) at the end of a
sales letter is true?
A. Postscripts right after the greeting are most effective.
B. Postscripts should be used to ask about the prospect’s family or some other element
of his or her personal life.
C. Postscripts should be used to emphasize an important selling point.
D. Postscripts should not be used to highlight the requested action because the customer
may resent feeling pressurized by the sales team.
E. Postscripts should ideally provide details of the sales representative to be contacted
for queries.
The salesperson for BM&M, a company manufacturing automated sawdust screens,
was giving a presentation to a buying agent. During the presentation, the salesperson
handed the buyer a letter from a pallet manufacturer in Georgia. The letter praised the
efficiency of the BM&M screen and was especially complementary of the fact that the
screen only has six moving parts. This letter is an example of a(n) _____.
A. demonstration
B. proposition
C. illustration
D. attestation
E. testimonial
Which of the following could be a problem area in the salesperson-company
relationship?
A. Switching jobs
B. Reporting work time information
C. Expense accounts
D. Reporting sales activities
E. All of the above
Lennie’s sales manager expects him to make at least 5 calls per day and give at least 15
full presentations per week. These expectations best exemplify:
A. activity quotas.
B. revenue quotas.
C. gross margin quotas.
D. sales commission rate.
E. sales quotas.
When using life-cycle costing as one of the criteria for evaluating and selecting a
supplier for a new oil well drilling platform, a purchasing agent should look at:
A. the initial cost of the platform.
B. the estimated maintenance cost for the platform over a ten-year period.
C. how soon the platform will need to be replaced.
D. the cost of installing the platform at a drilling site.
E. all of the above
When salespeople communicate in a high-technology environment, they should:
A. always deliver bad news via e-mail.
B. send daily e-mails to each customer.
C. use their own style and not try to mimic the style of their customers.
D. use e-mail to send duplicate messages to all customers.
E. none of the above.
Almac Aluminum is a large manufacturer of can sheets that are used to manufacture
drink cans. Its ability to sell to Pearl Brewing Company is directly related to how many
people buy Pearl beer. This is an example of:
A. derived demand.
B. a competitive advantage for the seller.
C. economies of scale in marketing.
D. just-in-time (JIT) inventory control.
E. a direct demand.
The stage of dissolution in the relationship development process:
A. occurs for all strategic partnerships.
B. occurs only during the middle phase of the relationship.
C. causes most damage when it occurs in the latter stages of the relationship.
D. results in greater exploration and commitment by both parties.
E. results only in the case of market exchanges.
A prospect said, “No shoe company can provide shoes for every member of my crew.
One of my crew members wears a size 5 narrow and another who is 6’4″ has extremely
huge feet. Hearing this, the salesperson responded, “I know different individuals can
have varying shoe size ranges and that’s exactly why you need to buy Red Wing shoes.
We have several styles of work boots in every size imaginable.” What method for
handling objections did the salesperson use?
Amy is given the name of a potential prospect. What general sources of information
should she consider checking before approaching the prospect?
What is the simplest method for classifying your accounts based on the ones that are the
most profitable, least profitable, and the ones in-between?
Who are OEM buyers?
James is a new salesperson. He is attending his first formal dinner party at the Chamber
of Commerce. He knows that he will meet a lot of people who can help him become a
successful salesperson, but he needs information on how to make the most of this
networking opportunity. What advice would you give him?
What are the benefits of using visual aids in a sales presentation?
What is encoding?
Based on the dimensions of assertiveness and cooperativeness, researchers have
identified five negotiation modes. List them.
Donna is attempting to close a sale. She takes out a piece of paper and outlines the
benefits of adopting her product versus the benefits of staying with the product the
prospect is currently using. What approach is Donna using?
Describe the two-way flow of information. How can communication break down?
List three kinds of outbound sales representatives.
Alphonso uses the FAB method when he sells optical scanning equipment to merchants.
What do the letters “FAB” represent in this context?
What is the most important step when planning a sales call?
How can salespeople improve their versatility in sales situations?
What is the best line of defense when you realize that you have spilled coffee on the
prospect’s briefcase during your presentation?
What are the three forms of nonverbal communication salespeople can use to convey
messages to their customers?