The step in the Presentation Plan involving anticipating buyer concerns and using the
win-win method is the:
A) approach
B) needs identification
C) presentation
D) negotiation
E) close
A customer who combines low dominance and high sociability displays which of the
following styles?
A) emotive
B) supportive
C) directive
D) reflective
E) communicative
The Ferrante Company sells custom music mixes to retail stores for the purpose of
creating a specific mood and increasing sales. Ferrante’s major innovation is the ability
to correlate sales activity, customer movement, and customer behavior to the songs
playing in the background.
Jeff Baliyut, a sales representative with Ferrante, is meeting with the merchandising
director of a major retail chain that sells kitchen accessories and specialty foods.
Which of the following is a confirmation question Jeff can ask the merchandising
manager?
A) If I understand you, knowing only the song playing when the customer reaches the
register doesn’t take into account patterns of shopping, purchasing triggers, or waits in a
checkout line?
B) Do you have point-of-purchase software that allows you to track time and amount of
purchase?
C) How does your current music provider track the correlation between songs and
purchases?
D) Would it help you to be able to track songs as customers browse and shop, as well as
tracking mixes that lead to the actual purchase?
E) Does knowing the song playing at the moment the customer gets to the register give
you the information you really need to create an effective mix?
Determining your BATNA and ZOPA will help you in negotiations because:
A) the process will be delayed and you may be able to wear the buyer down
B) you will have a leg up on buyers, who are restricted from performing these
assessments
C) you will only make the sale if your BATNA determination matches your buyer’s
exactly
D) they determine the best fair price for a product based on economies of scale in
production
E) they tell you what you will be willing to accept before you walk away from the
negotiation
Which of the following should LEAST likely influence clothing decisions for
salespeople?
A) color
B) brand name
C) quality and fit
D) visual consistency
E) appropriateness to the setting
The proof device Angie is most likely to use is:
A) FDA safety ratings for the ingredients used in the products
B) the makeover itself
C) testimonials by the other CosMetRx sales representatives at the counter
D) survey results of satisfied CosMetRx users
E) a tour of the manufacturing facilities
Managers who use rewards as external motivators for salespeople should most likely:
A) set goals that are realistic
B) set goals based only on final sales numbers
C) give rewards at regular intervals
D) give primarily financial rewards
E) give the same rewards to all salespeople
When products are indistinguishable or there is a prior relationship between customer
and vendor, a purchase is most likely based on a(n):
A) product buying motive
B) patronage buying motive
C) rational buying motive
D) emotional buying motive
E) group buying motive
Which of the following is considered an element of nonverbal communication?
A) rate of speech
B) active listening phrases
C) word choice
D) e-mail signature
E) posture
Which term refers to a cross-functional team of decision makers who often represent
several departments in a company?
A) value chain
B) task force
C) reference group
D) buying center
E) virtual group
In recent years, the “fax attack” model of car shopping has become popular. In a “fax
attack,” a customer sends a fax to every car dealership within a certain radius listing the
make and features of the car they would like, along with the price they are willing to
pay, and asks dealerships that will match that price to contact the customer. In essence,
the customers set both the features and the price for the car. McCall Automotive has
experienced a sharp increase in the number of fax attacks, and Phil, the sales manager,
is seeking methods for addressing the situation. Phil is also concerned about the
dealership€s positioning strategies and market share.
Phil believes that the dealership should lower car prices to capture a higher share of the
market. Which statement best supports Phil€s argument?
A) Short-term profits will not be affected by lower prices if a firm is an e-retailer.
B) Competitors will lower prices to gain market share, and a price war will ensue.
C) Firms with large market shares are publicly owned but less strictly monitored.
D) A temporary reduction in profits could lead to long-term future profits because of
greater market share.
E) A company with the largest share of the market can cut costs and raise prices without
the public noticing or switching to competitors.