Emmanuelle Djubo is a sales representative for a firm that makes textiles using a
traditional dyeing process. The firm exports its products to companies in the fashion
and home decorating industries internationally. Emmanuelle is at a trade show and runs
into Suzanne, one of the buyers for the largest home decor retailer in Australia.
Emmanuelle calls Suzanne and arranges a meeting to discuss both organizations. Before
Emmanuelle goes to the meeting, what should she most likely do?
A) Perform some visualization activities to help focus on winning the sale.
B) Break the ice with Suzanne by mentioning a mutual acquaintance.
C) Prepare a PowerPoint presentation about her firm’s history and products.
D) Send Suzanne an email outlining the features of the textiles.
E) Research Suzanne’s firm on the Internet to get basic information.
The words “aloof” and ‘stuffy” describe which side of which of the following styles?
A) the immature side of the supportive style
B) the mature side of the supportive style
C) the immature side of the reflective style
D) the mature side of the reflective style
E) the mature side of the directive style
Paolo Rodrigues is a sales rep employed by Montano Travel Services. He is preparing
to demonstrate a very complex computerized reservation system at a meeting with a
corporate client. Which of the following guidelines would be most helpful as Paolo
conducts the demonstration?
A) Use showmanship to build product interest.
B) Use a portfolio to organize the key sales goals.
C) Offer one idea at a time with an appropriate amount of detail.
D) Be sure the sales demonstration gives the prospect a temporary feeling of ownership.
E) Use the customer’s own computer and equipment to demonstrate the product’s
features.
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.
Gail ensures that all the meals served on the flights for the Orthodox Jewish client
group are Kosher certified. This is most likely an example of which of the following?
A) an inducement to strengthen the customer relationship
B) an upsell that encourages larger contracts
C) reliability in providing updated communication
D) flexible credit options for client payments
E) sportsmanship in fulfilling the terms of the sale
Cost represents the:
A) relationship between price and amortization
B) initial amount the buyer pays for the product
C) amount the buyer pays for a product as it is used over a period of time
D) true value of the product in non-financial terms
E) buyer’s contribution to the negotiations
Joelle Williams is a personal coach who works primarily with sales representatives at
the Colotel Corporation, a company that manufactures and sells copiers and peripherals.
Joelle works on manners, nonverbal cues, and personal goal setting with the Colotel
sales reps. Colotel prides itself on hiring locally and using regional ties to advance
relationships with customers.
Joelle works with sales reps on visualization, or guided imagery, and positive self-talk.
What step is necessary first to be able to use these techniques effectively?
A) setting personal goals
B) creating a mental picture
C) rewarding progress
D) using affirmations
E) controlling mannerisms
________ is an interpersonal process between the sales manager and the salesperson in
which the manager helps the salesperson improve performance in a specific area.
John Bieland, the equipment buyer for Great Lakes Manufacturing, purchased two large
riveting machines from Hoseke Corporation’s sales representative, Lindell Ross.
Because of a clerical error, the machines shipped a day later than scheduled, which put
the delivery truck in the middle of a blizzard that shut down roads for several days. By
the time the machines were delivered by Hoseke Corporation, they were a full week
late. John Bieland sends an email to Lindell, cc’ing the CEOs of Great Lakes
Manufacturing and Hoseke Corporation, expressing his dissatisfaction.
After this crisis is resolved, what should Lindell do?
A) Make a plan with Hoseke Corporation’s customer service department to make extra
service calls to John to ensure that he feels taken care of.
B) Ask John to buy another machine.
C) Talk to his CEO about the faults of the shipping department.
D) Rework his call schedule so he calls on fewer prospects and closes fewer sales until
spring.
E) Ask John for a recommendation to other manufacturers he knows.
Lacey Abrams is the sales representative for the Brook Park Zoo. She sells events, such
as wedding receptions, corporate dinners, and fundraisers that are held on zoo grounds.
She has just finished negotiating all the details of Anne Mason’s upcoming wedding
reception and is preparing to close the sale.
Anne seems to be experiencing buying anxiety, so Lacey creates a two-column chart.
One column is titled “Reasons for Buying Now” and another column is titled “Reasons
for Not Buying Now.” Lacey is most likely engaging in a(n) ________ close.
A) multiple option
B) combination
C) impending event
D) management
E) balance sheet
The stages a product goes through from the time it is first introduced to the market until
it is discontinued is called the:
A) natural evolution
B) amortization
C) position
D) product life cycle
E) specific feature
A collection of beliefs, behaviors and work patterns held in common by people
employed by a specific firm is a(n):
A) organizational value
B) organizational culture
C) mission statement
D) strategic philosophy
E) corporate vision
Which of the following is a good way to remember a customer’s name?
A) introduce yourself in return
B) repeat the name immediately
C) ask the customer about his or her favorite hobbies
D) ask if the person enjoys his or her job
E) relate the name to another customer’s name
Which term refers to the process by which a salesperson uncovers and clarifies a
customer’s problem, works with the customer to create a vision of how things could be
better, and then develops a plan for implementing the vision?
A) product development
B) quality control
C) field testing
D) solution selling
E) product configuration
A customer walks into a ShipNow location with four boxes and a document envelope,
all going to different destinations in different amounts of time with different security
and notification needs.
ShipNow requires every new store salesperson to ride along on deliveries with drivers
for two weeks before beginning the sales course necessary to be able to have contact
with customers. What is the most likely purpose of the ride-alongs?
A) to enable the salesperson to empathize with drivers
B) to assign a mentor to provide support to the salesperson
C) to help the driver with deliveries during the rushed holiday season
D) to give the salesperson in-depth knowledge of the delivery process
E) to provide a trial period to determine if the salesperson will be a good employee
Shane Chadwick is a sales representative for the Metropolitan Commuter Rail Service,
selling ad space inside commuter rail train cars and stations. He has presented and
negotiated to a representative from new church trying to attract members by advertising
their philosophy and service times.
Despite the discount Shane offers, the church representative walks away from the deal.
What can Shane most likely learn from this experience?
A) Show less confidence at closing.
B) Engage in longer selling cycles.
C) Focus on individual buying motives.
D) Strive for incremental commitment.
E) Avoid surprises at the close.
The components of a typical presentation worksheet are the features to be
demonstrated, proof device to be used, what you will say, and:
A) when to ask for the close
B) when you will involve the prospect
C) when you will show and tell
D) what the customer is likely to say
E) what you or the customer will do
RealPlan sells a calendar/messaging/paperwork center that helps working parents
organize their families’ schedules and paperwork. The product has received positive
feedback from buyers, and it is priced comparably to normal planners even though it
offers more features and benefits. RealPlan has been selling various planning products
to consumers for 10 years, and managers at the firm see an opportunity to move into the
business market with a software version of the popular planner.
Sarah, a RealPlan sales representative, recently sold a software package to Mario, the
owner of a small business. How can Sarah most likely create value for Mario now that
the sale is complete?
A) sending Mario product brochures
B) becoming personal friends with Mario
C) continuing to contact Mario to ask for referrals
D) providing additional software training to Mario
E) explaining the many software benefits to Mario