Which of the following is the best example of a benefit opening?
A. “Mr. Jackson at FS Tools thought you would appreciate the multitasking flexibility
of my company’s machine center.”
B. “Good afternoon, Ms. King. My name is Harry Tillot, and I sell the world’s finest
veneers.”
C. “Hello, Dr. Allen. Do you need an easier way to place insurance claims for your
patients?”
D. “Mr. Tanner, I believe our laminating machine will significantly increase your
product’s quality.”
E. “Hello, Ms. Dwight. My name is Darla, and I am selling Girl Scout cookies.”
When applying the problem/solution selling model, _____ is the term used for the
problems of the client that the salesperson is partially aware of.
A. features
B. issues
C. situations
D. benefits
E. business model
Connor, the owner of a startup company, has studied his competitor’s offerings, the
value delivered by his company’s products, and the cost of providing the product to
customers. Based on this research, he has set prices for his products. Therefore, Connor
should:
A. never apologize for the price he quotes.
B. focus solely on price throughout his presentation.
C. remember that price is the only concern for customers.
D. aggressively discount list prices to ensure customer satisfaction.
E. not hesitate in overcharging his customers.
On the third Wednesday of every month, LuEllen’s Barbecue Shack orders four pick-up
truckloads of hickory for slow-cooking meat. LuEllen always orders the hickory from
Samson Wood Products Company because they deliver on time and she likes the quality
of the wood. Moreover, she has a high level of trust in them. The buyer-seller
relationship between LuEllen and Elaine is an example of a:
A. functional relationship.
B. relational partnership.
C. utilitarian relationship.
D. strategic relationship.
E. solo exchange.
Candace was distressed to discover her company had paid several bribes to get a major
contract. When she voiced her concerns to the management, she was told to keep her
mouth shut if she wanted to keep her job. After several other attempts to stop the
unethical practices, Candace gave the evidence she had of the corporation paying bribes
to a local television station. This action of Candace is called:
A. data mining.
B. direct denial.
C. blowing the whistle.
D. cross-selling.
E. rejecting the open-door policy.
Which of the following statements about the probing method of obtaining commitment
is FALSE?
A. The salesperson should begin by asking directly for a commitment.
B. The rep asks a series of questions designed to discover the reason for hesitation.
C. The method is especially effective with Japanese and Arab business prospects.
D. This method attempts to bring all pertinent issues into the open.
E. After successfully dealing with the prospect’s concerns, the sales rep should seek
commitment.
Robina received a memo with the name of a person who wrote to her company
inquiring about the firm’s radiology equipment. The person who made the inquiry is
best classified as a:
A. qualified prospect.
B. client.
C. lead.
D. prospect.
E. customer.
To avoid _____, salespeople should regularly audit their own customer service.
A. expansion
B. synergy
C. complacency
D. dependability
E. resistance to change
The _____ of an investment is the net value today of future cash inflows minus the
investment.
A. net opportunity cost
B. return on investment
C. customer lifetime value
D. net present value
E. adjusted opportunity cost
Corina almost always shops at Gas-N-Go. She finds the store easily accessible from the
highway, likes the service, and receives special discounts as a frequent customer. Corina
is less likely to shop around for her next purchase because Gas-N-Go satisfies Corina
thereby:
A. reducing the gas station’s profit margin.
B. maximizing Corina’s solo exchange profit.
C. reducing Corina’s attitudinal loyalty.
D. reinforcing a functional relationship.
E. producing a partnering relationship.
In El Salvador, a manufacturer of household insecticide told Dempko Chemical Co.
salesperson Nelson Viquez that the company wanted a substitute for the kerosene it had
always used in making aerosol household insecticide. Viquez worked extensively with
the manufacturer to create a pilot plant and test its pesticides with the addition of
Dempko Chemical’s Demosol Da substitute for kerosene. Dempko Chemical and the
manufacturer spent a year and a half running laboratory and field tests on the new
product, which has been extremely successful in Central America. Viquez acted as a(n):
A. change agent.
B. influential adversary.
C. spotter.
D. gatekeeper.
E. idea champion.
Which of the following is an example of a kickback?
A. Barry slips the receptionist $20 so he can get an interview with her boss.
B. Lori buys the purchasing agent of Lincoln Electrical Company an extravagant lunch
to cement their friendship.
C. Payton shares industrial secrets with one of his competitors.
D. Chantal pays a department store buyer five percent of all the orders placed by the
store.
E. Andrew pays a government official $200 to speed up the licensing process.
A farm machinery salesperson has spent the last three weeks gathering information
about a prospective customer. He has researched the customer’s existing machinery and
buying potential. However, he delays the actual meeting with the customer because he
feels that he requires a couple of weeks more to gather enough information to make the
sales call. In this scenario, the salesperson is experiencing a(n):
A. acute shortage of data about the customer.
B. phenomenon called analysis paralysis.
C. problem in meeting the client directly because of the existence of a screen.
D. obstacle in finalizing the deal because of an influential adversary.
E. problem in contacting the focus of power in the farm because of the gatekeepers.
_____ work for a manufacturer and promote the manufacturer’s products to other firms
that buy the products from distributors or other manufacturers, not directly from the
salesperson’s firm.
A. Distributor reps
B. Industrial salespeople
C. Missionary salespeople
D. Trade partners
E. Retail salespeople
Sabrina needs to refrain from speaking after asking a prospect a difficult question.
Tolerating silence is often important to allow the customer:
A. time to think.
B. an opportunity to end the meeting.
C. to shift from the intimate to the social zone.
D. to reveal underlying tension.
E. to show his or her anxiety.
Ron Hurley purchased all the material he needed to make snow cones for $11,600 at the
start of the summer. By the end of the season, he made a net profit of $6,000 by making
and selling snow cones at a local amusement park. Calculate Hurley’s return on
investment (ROI).
A. 11.6 percent
B. 17 percent
C. 19.3 percent
D. 51.7 percent
E. 60 percent
A safety equipment salesperson calling on a prospect for the first time should try to
schedule an appointment with the focus of _____, a person who will listen to the
salesperson and provide valuable information about the types of equipment that the
company needs.
A. receptivity
B. authority
C. power
D. expertise
E. dissatisfaction
A _____ plan typically pays a certain amount per sale, and the plan includes a base and
a rate but does not include a salary.
A. fixed pay
B. bonus
C. straight commission
D. straight salary
E. quota
In the buying center, the person who can approve, prevent, and/or influence action is
called the _____.
A. focus of receptivity
B. focus of dissatisfaction
C. focus of power
D. driver
E. gatekeeper
A salesperson who uses the _____ mode tries to reach an agreement that does not
completely satisfy either of the parties.
A. competing
B. accommodating
C. avoiding
D. collaborating
E. compromising
The first paragraph of a sales letter should:
A. explain why the reader should buy a product.
B. grab the reader’s attention.
C. ask the reader to take a specific action.
D. point out a deadline for action.
E. all of the above.
Which of the following statements about obtaining precall information is FALSE?
A. At some point, the amount of time and effort required to collect additional
information exceeds its value.
B. Proper planning before making sales calls leads to better territory management.
C. Collecting the information about a particular prospect is usually a quick and easy
process.
D. The more information the salesperson has, the more likely the prospect’s needs will
be met.
E. A salesperson calling on a regular customer does not need to collect additional
information.
When a purchasing agent bought an order of sheet aluminum (used to make cans) from
a new supplier, the salesperson specified the details of the product’s quality. However,
when the purchasing agent received the order, he noticed that the aluminum sheets were
of inferior quality. The salesperson had violated the _____ that the salesperson had
made.
A. tying agreement
B. impressed guarantee
C. binding contract
D. expressed warranty
E. none of the above
The accounting of sales and costs of many new technology products has resulted in
many ethical and legal controversies. Often, the shelf life of a new product is difficult to
assess and therefore how to allocate sales and costs is debatable. A court decision
provides guidelines to address these issues. The court decision is an example of:
A. UCC codification.
B. administrative law.
C. common law.
D. statutory law.
E. all of the above.
“With your gardening background, Ms. Black, I am sure you can see the time and
energy you would save by investing in this new self-propelled tiller. Because you can
grow an even bigger vegetable garden with the same energy, and have more vegetables
to sell, you will be able to easily repay the initial investment after the first year, even
when we factor in an assumed rate of interest of 12.5 percent.” Based on the details
provided by the salesperson’s presentation here, Ms. Black most likely belongs to the
category of _____ in the social style matrix.
A. drivers
B. expressives
C. amiables
D. analyticals
E. avoiders
Which of the following is a reason why salespeople fail to obtain commitment?
A. Fear of asking
B. Displaying unwarranted excitement
C. Poor presentation
D. Speaking more than listening
E. All of the above
Which of the following is a feature of the relationship between a salesperson and a
customer in a strategic partnership?
A. Competition
B. Conflict
C. Short-term orientation
D. Low risk
E. Coordination
The translation of thoughts into words is called _____.
A. decoding
B. interpreting
C. encoding
D. deciphering
E. evaluating
Another name for a salary-plus-commission plan is:
A. compound plan.
B. activity quota plan.
C. straight salary plan.
D. combination plan.
E. straight commission plan.
Which of the following statements about obtaining commitment is FALSE?
A. To obtain commitment in a nonmanipulative manner, salespeople need to let the
customer set the pace.
B. Customers dislike salespeople who display confidence in themselves, their products,
and the company they represent.
C. Attempts to gain commitment must be geared to fit the varying reactions of each
buyer.
D. All prospects expect enough information from the salesperson to enable them to
evaluate the good or service properly.
E. Aggressive salespeople control the sales interaction but often fail to gain
commitment because they prejudge the customer’s needs.
A(n) _____ is an organized collection of evidence of one’s career. It can contain letters
of reference, a rsum, thank-you letters from customers, papers you have written, and
even a strategic plan you developed for class.
A. information packet
B. portfolio
C. personal scrapbook
D. individualized activity book
E. assessment support manual
Which negotiation mode do salespeople who are both assertive and cooperative and
who attempt to seek the satisfaction of both parties use?
Distinguish between cultural relativism and ethical imperialism.
What is an optimistic sales call objective?
Books You Demand bookstore received an invoice dated May 2 from a publisher that
read, “2/10, n/30” and informed the owner that she owed a total of $600. What
percentage of discount does she get if she pays on June 1?
What is business defamation?
In which situations would a selling firm institute a turnover?
What are the differences among standard memorized, outlined, and customized sales
presentations?
Who typically handles house accounts?
What sales situations require higher creativity?
What is a supplier relationship management?
Describe how a salesperson will use a competing mode of negotiation.
What is the difference between full-line selling and cross-selling?
What are the two methods that can be used when the buyer(s) is in one location and the
salesperson who is presenting a product demonstration is in another physical location?
What is the 80-20 listening rule?
Within a prospect’s company, who is likely to be a rich source of information?
What does it mean to say salespeople are account team managers?