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The customer profile of a firm should tell a salesperson which competitors successfully
do business with the firm.
The FAB formula helps a salesperson increase a prospect's desire for a product.
The customer benefit approach begins with a question that implies the product will
help the prospect.
According to the Golden Rule of Selling, the salesperson should always leave
immediately when a prospect says "No, I do not need your product."
According to the text, nothing destroys a relationship with a customer faster than not
following through on promises.
The indirect denial begins with an agreement or an acknowledgment of the prospect's
position.
Logical reasoning involves a presentation constructed around three parts: an overview,
a major premise, and a trial close.
Break-even volume per hour = Cost per hour/Gross profit percentage
The three basic routing patterns used by salespeople are straight-line, cloverleaf, and
major-city.
With a regressive commission plan, commission rates decrease as total sales increase.
According to the text, salespeople who are product experts develop ethical, long-term
relationships with customers.
The product delivery phase most likely represents the end of a relationship with a client
if continued service is unnecessary.
All companies segment their markets into sales territories.
Successful use of the telephone in appointment scheduling requires a chatty message
that hints of a desire to establish a long-term relationship with the prospect.
Nonfinancial rewards given by the company are referred to as commissions.
The center of influence prospecting method involves finding influential people who are
willing to help a salesperson identify prospects.
To be effective, the participants in a sales club should sell competing products.
The ability of a salesperson to provide a 'standard" solution for all customers is critical
today.
A joint sales call is best described as a:
A. coaching technique.
B. form of cold calling.
C. component of team selling.
D. tool for dividing sales territories.
E. technique used to share commissions.
Why is it best to exclude price from a proposal document created for a group
presentation?
A. Fees and charges will create group confusion.
B. Prices charged by competitors are hard to obtain.
C. Fluctuations in the economy prevent pricing accuracy.
D. Shipping and handling fees are difficult to estimate.
E. Price rather than the document will become the focus.
Which of the following statements about sales training is most likely true?
A. Sales training ends when the salesperson actually begins the selling job.
B. An understanding of sales training is only gained through the company's formal
training program.
C. Sales training is irrelevant once a salesperson receives the designation of "master
sales representative."
D. Sales knowledge gained from sales training benefits not only the salesperson and the
company but also the customer.
E. Periodic sales training is intended to keep salespeople humble and aware of their
shortcomings.
The _____ checks the pulse or attitude of your prospect toward the sales presentation.
A. FAB demonstration
B. response to the stimulus
C. trial close
D. post-approach
E. black box
Which of the following is a quantity discount that involves a one-time reduction in
price?
A. Cash discount
B. Noncumulative quantity discount
C. Trade discount
D. Cumulative quantity discount
E. Consumer discount
Which of the following is most likely true about a trial close?
A. A thwarted trial close means a sale will not occur.
B. Use a trial close during but not after a presentation.
C. Attempt a trial close after overcoming each objection.
D. A trial close is unnecessary when strong buying signals are given.
E. A trial close asks for a smaller quantity order compared to the real close.
_____ is the activity, set of institutions, and processes for creating, communicating,
delivering, and exchanging offerings that have value for customers, clients, partners,
and society at large.
A. Consumerism
B. Profit maximization
C. Marketing
D. Salesmanship
E. Professional selling
"You like the rotating handles, blade length, and weight of these pruning shears, right?"
The salesperson is using the _____ close.
A. compliment
B. alternative-choice
C. minor-points
D. summary-of-benefits
E. assumptive
Dividing accounts on the basis of the types of accounts and sales volume would be an
example of:
A. multivariable account segmentation.
B. market integration.
C. parallel account management.
D. territory-aggregate management.
E. double positioning.
Which of the following statements about small businesses is false?
A. Almost half of all U.S. firms are small businesses.
B. Small firms are a vital component of the U.S. economy.
C. Small businesses can be both incorporated and unincorporated.
D. Most large firms began as small businesses.
E. Many small businesses struggle to compete with large firms.
The real estate agent asked the young parents, "Do you really want to live so close to
an elementary school?" This is an example of a(n):
A. suggestive proposition.
B. prestige suggestion.
C. direct suggestion.
D. autosuggestion.
E. countersuggestion.
Which of the following is the best example of the standing-room-only close?
A. "I have made 5 packets for you and I will ship them soon?"
B. "Will you want the merchandise delivered on Friday or Monday?"
C. "We have only one more digital camera in stock, and we won't be receiving more
until next month."
D. "The color of that suit looks beautiful with your skin tone, and the way it is cut really
shows off your figure."
E. "These specific features make this computer monitor an absolute necessity for you."
What is the LEAST likely purpose of a management control system?
A. establishing performance goals.
B. implementing new technologies.
C. comparing goals to accomplishments.
D. providing rewards based on achievements.
E. determining penalties for inadequate performance.
The three basic forms of training are:
A. brainstorming, role playing, and focus groups.
B. discussion, role playing, and on-the-job training.
C. case studies, curbside counseling, and discussion groups.
D. discussion groups, on-the-job training, and lectures.
E. videotaping, lectures, and case studies.
A marketing plan created for an end-user most likely addresses:
A. the business proposition.
B. forecasted profit and ROI.
C. how the product can be used.
D. how a reseller will sell the product once purchased.
E. the promotional options available for selling the product.
Gina asked the customer, "Do you need a purse to go with these new shoes you just
bought?" This is an example of a _____ question.
A. nondirective
B. redirect
C. participative
D. direct
E. rephrasing
A salesperson should most likely refuse to handle a complaint if the:
A. customer is wrong.
B. customer is being dishonest.
C. customer complaint is about discounts.
D. customer says that the product delivered is unsalable.
E. customer complains that the quality of the product is low.
What is the purpose of the presentation?
What should the Golden Rule salesperson do when it is obvious that a product is not
what the buyer really needs?
According to the text, what are the primary goals and the purpose of business?
Give as many suggestions as you can for making a good first impression.
What are some common ethical situations that occur between salespeople and
customers? What control systems can an employer implement to create an ethical sales
climate?
The roles of a salesperson centers around what customers want from him/her. Explain
the roles of a consultative salesperson.
What is the difference between hearing and listening? Why is it important for
salespeople to do both? How can salespeople encourage buyers to listen?
Differentiate between similes, metaphors, analogies, and parables. How do salespeople
use these communication tools?
List the five broad classes of factors in the motivation mix.
What should a salesperson do if a prospect decides to not purchase a product or
service?
