After closing the sale, it would be proper to say, “Do you know anyone else who might
be interested in this product?”
The four major strategies that form the strategic/consultative selling model are
independent of one another.
Team selling is ideally suited to organizations that sell complex and/or customized
products and services.
The three types of consumer buying situations are habitual buying decisions, complex
buying decisions, and modified buying decisions.
An informative presentation is a type of need-satisfaction presentation.
Pricing decisions are made primarily during the introductory stage of the product life
cycle and rarely change.
The growth rate for service companies continues to be much higher than the growth rate
for companies that are product-led.
Subcultures typically share value systems based on similar life experiences and
situations.
Business firms vary in terms of how strongly they support the marketing concept.
Knowledge workers are people who succeed by adding value to information.
It is almost impossible for management to develop guidelines for sales personnel
regarding the giving of gifts to customers.
Rehearsal of a sales presentation is not important if the presentation is well planned.
Product disparagement constitutes a type of business defamation.
When a customer service problem requires an apology, a salesperson should most
likely:
A) delegate the task to a customer service representative
B) write and send a thoughtful, hand-written letter
C) send a prompt e-mail to the customer
D) send a text message to the customer
E) call the customer personally
A training and education initiative with specific requirements delivered by an industry
oversight organization to salespeople in that industry is an example of a(n):
A) university sales methods class
B) corporate-sponsored training class
C) Internet-based training program
D) certification program
E) college concentration
Charles Lin has just been hired by Frederick Company to replace a sales representative
who is retiring after 40 years with the company. The older representative is training
Charles on procedures and customers in his territory for three weeks before he retires,
and Charles knows this is a huge opportunity to learn about the prospect base. When
Charles asks which CRM system the company uses, the older representative says,
“Everyone else here uses some computer program called Salesforce, but I won’t touch
it. I know my customers like the back of my hand! I never needed to write anything
down.”
Charles is concerned. He used Salesforce in college and knows how vital it is to have
customer information, sales records, preferences, and conversations recorded. He talks
to the sales manager, who tells him the representative’s sales were decent, and all his
invoices came in, so they left him alone and never forced him to use the CRM system.
How does the retiring representative’s decision to not use a CRM system most likely
affect Frederick Company?
A) Customer knowledge is lost rather than passed on to the rest of the company.
B) The sales representative’s territory is not maximized because of poor strategy.
C) The entire company’s pipeline forecasts cannot be maintained or calculated.
D) Organizational culture is damaged because of a lack of team spirit.
E) Hiring practices are hindered because of poor mentoring methods.
Action Selling claims that there is a higher rate of successfully closing a sale when a
salesperson can:
A) introduce the product within the first five minutes of conversation
B) persuade the customer to buy an unnecessary product
C) uncover two or more needs during questioning
D) summarize the technical details of installation
E) customize product offerings at a low cost
The best way to overcome a sincere need objection by a business prospect is to:
A) explain how the prospect should engage in comparison shopping
B) make the price the major selling point of the sales presentation
C) prove that the product will improve the prospect’s profits
D) compare the product to others on the market
E) reiterate all the features of the product
Which of the following statements is most likely true?
A) Following a tight script will help facilitate a sale in consultative selling.
B) Team selling is effective when firms sell complex or customized products.
C) Salespeople should concentrate on a single objective for each sales call.
D) The salesperson should only meet with the decision maker.
E) A receptionist is most likely to be the true decision maker.
The Platinum Rule is:
A) Do Unto Others As You Would Have Them Do To You
B) Do Unto Others As They Want Done Unto Them
C) Do Unto Others As You Know You Should
D) Ask Others To Do To You As You Would Do To Them
E) Ask Others To Do To You As They Would Do To Themselves
The scale designed to measure the amount of control we exert over our emotional
expressiveness is the:
A) communication bias
B) emotional index
C) sensitivity scale
D) excess zone
E) sociability continuum
The marketing mix consists of product, promotion, place, and:
A) personnel
B) principle
C) perfection
D) pride
E) price
A salesperson from Company A discovers that salespeople from Company B have been
telling customers that Company A’s safety records are falsified. The most ethical action
a sales manager from Company A can take to remedy the situation is:
A) have Company A’s safety records audited and publish the results of the audit on their
website, and ask Company A’s salespeople to direct customers to them
B) tell Company A’s salespeople to match the actions of Company B’s salespeople by
implying that Company B’s safety records may be falsified
C) file an anonymous complaint with the Attorney General in the state in which both
companies operate
D) pay a visit to the corporate offices of Company B and threaten Company B’s sales
managers with a pricing war unless Company B’s sales reps stop spreading false rumors
E) create a website detailing the safety records of all the companies in the industry so
consumers can compare easily
Alana Pierce is the director of Membership Programs for the Tammerline Zoo. She
develops the programs and sells them to zoo visitors. The programs are tiered and
include discounts and special perks for members.
Which of the following actions by Alana would most likely provide a moment of magic
for new members of the zoo?
A) sending an electronic receipt for payment
B) providing a plastic membership card
C) giving away zoo t-shirts to new members
D) printing a schedule of zoo hours and events
E) seeking donations for the zoo’s outreach program
The best selling tool is most often:
A) the product
B) a photograph or illustration
C) testimonials of satisfied customers
D) videocassette recordings
E) a referral
Maintaining accurate sales records can help a salesperson by putting current sales into:
A) arrears
B) escrow
C) danger
D) territories
E) perspective
Kelly Addison is a designer clothing buyer for a chain of department stores. She has
gone through several negotiation certification programs and is considered an expert
negotiator by her peers.
Kelly often tells sellers that her budget will not allow her to pay the price they are
asking. What is the most effective way a seller could counter that claim?
A) offering to reduce the price through unbundling
B) telling her to request a larger budget from her manager
C) offering her the product for what she says she can spend
D) asking to see proof of the limit of her budget
E) convincing her of the benefits of the product
When prospects participate in a sales presentation, they most likely:
A) bond with the salesperson
B) ask more summative questions
C) understand the product better
D) use more nonverbal communication
E) talk more often than the salesperson