The sales manager should not change the compensation plan, even if conditions in the
marketplace warrant a change.
Before teaming up with another company, the strategic alliance buyer should learn
about the firm the salesperson represents.
A sales representative for Dell who is selling a new form of sophisticated
routing-to-server software would probably be classified as a sales engineer.
The value-added product exists when salespeople meet the customer’s expectation.
In the field of personal selling, customers represent an important source of product
information.
Value creation during the transactional sale is considerable.
Overstructured sales presentations may cause a customer to feel like a number.
E-commerce has contributed to the decline in popularity of transactional selling.
Peter Kumar has developed a software application that will reduce costs and increase
server speed for corporations of all sizes. Even with this useful application, Peter still
needs to develop personal selling skills in order to:
A) understand and write a business plan for his company
B) explain his application to potential buyers
C) apply for a patent on his application
D) maintain the discipline and stamina required to develop such a complicated piece of
software
E) ensure that only corporate users buy his application
A full, deep grip in a handshake most likely communicates:
A) fearfulness
B) discomfort
C) dominance
D) friendship
E) antagonism
Communication-style bias is most likely to occur when a salesperson:
A) has a different communication style than a customer
B) is unable to understand a customer’s regional accent
C) fails to use standard terms when describing products
D) lacks a grasp of social customs in the customer’s culture
E) talks too quickly during most sales presentations
How could the sales representative use CRM technology to pinpoint companies that
might have more untapped buyers?
A) Compare the names of the contacts for each company in the CRM to the names on
the invoices paid by the companies.
B) Run a pipeline report to see how many potential sales could close within the next 60
days.
C) Run a pipeline report for this year and then one for the same month a year ago to
compare numbers of prospects at each stage in the pipeline.
D) Look at the task list to see if there are prospects to be called that salespeople have
missed.
E) Analyze sales reports in terms of company populations to find sales that are too
small to be the entire company and may just be one department.
A key concept in networking is to:
A) follow up with every person you make contact with
B) select who you will follow up with based on their usefulness
C) send an email to every contact on a regular basis
D) follow up on all emails with a phone call three days later
E) offer a business card to select individuals
Situational leadership occurs when:
A) the leader passes the character test
B) good performance is properly rewarded
C) the leader’s style matches the situation
D) the coach helps the salesperson recognize the need for performance improvement
E) the leader guides the team through a changing situation
CRM software can most likely help a salesperson to:
A) develop better presentation skills
B) negotiate long-term contracts
C) fulfill commitments to customers
D) increase transactional sales
E) implement the marketing mix
An approach that gets the prospect thinking about a problem the salesperson can solve
is the:
A) referral approach
B) question approach
C) product demonstration approach
D) survey approach
E) premium approach
Which method of quantifying a solution involves calculating savings as a percentage of
the original investment?
A) SWOT analysis
B) cost-benefit analysis
C) value-savings calculation
D) return on investment
E) customer lifetime benefit
The ability to visualize an object, concept, or action not actually present is referred to
as:
A) audio-visual aids
B) concentration
C) visualization
D) imaging
E) mental imagery
One danger of relying too heavily on a technical presentation is:
A) bringing along heavy equipment
B) missing the opportunity to create a relationship with the customer
C) impressing the customer with your technical savvy
D) failing to convey product knowledge
E) using unnecessarily expensive devices
How can a salesperson add value to the transaction for a retail outlet buying the
organizers to resell to customers?
A) by giving the outlet the same price rival calendars charge
B) by helping the outlet place the order for the organizers
C) by providing a free display stand and benefits list to outlets to help them sell
D) by delivering the organizers to the outlets
E) by penalizing outlets that do not sell many organizers with a smaller discount off
retail price
Which of the following is true of eye contact during a sales call?
A) Looking at papers in your briefcase indicates to the customer that you are listening.
B) Nodding constantly indicates sincere interest in a customer.
C) Eye contact is one of the best ways to say “I’m listening.”
D) A fleeting glance at notes is insulting to the prospect.
E) A prolonged, direct stare is reassuring.
While making a sales presentation to the head of a local company, Jenny discovers that
the head is routinely stopped and delayed at airport security because of a joint
replacement that sets off alarms but doesn’t show up easily in the x-ray machines. This
adds another 3-4 hours to some trips, and has caused him to miss 10 flights in the
previous year. This conversation is:
A) need identification
B) relationship building
C) price negotiation
D) qualifying the prospect
E) post-sales service