Research indicates that when two people communicate, verbal messages convey much
more impact than nonverbal messages.
A benefit is whatever provides the customer with personal advantage or gain.
The sales manager who makes decisions promptly and firmly is displaying the
dimension of leadership described as ‘structure.”
If you believe in your product and understand its unique features, then preparing for
price resistance is unnecessary.
Value-added selling can be defined as a series of creative improvements within the sales
process that enhance the customer experience.
Joe Girard’s “Ferris Wheel” concept illustrates how many calls it takes to close a sale.
The question, “Do you use spreadsheet software?” is an example of a probing question.
Born salespeople have an advantage over people who learn selling skills through
training.
Firms that hire professionals such as accountants and engineers always hire separate
sales staff so the professionals do not have to sell.
The close is a good time to deal with controversial areas and problems.
The role of the salesperson is to diagnose buyer need and determine how to extract
value from the situation.
It is a good idea to field test compensation plans before full implementation.
Which type of sales presentation would most likely occur after a sale to ensure that
current customers are aware of a firm’s services and additional product offerings?
A) persuasive
B) reminder
C) informative
D) interactive
E) canned
Of the following, a prospect will be most likely to buy products from Angie if:
A) Angie emphasizes that she needs to earn her commission
B) Angie gives the prospect a gift bag with a minimum purchase
C) the prospect has seen a famous model advertising the brand
D) the prospect can trust safety research about product ingredients
E) the products make the prospect feel good about her appearance
The highest form of partnering is the:
A) marketing alliance
B) value-added alliance
C) partnering alliance
D) customer partnership alliance
E) strategic selling alliance
The term social network most likely refers to a salesperson’s:
A) direct and indirect contacts
B) co-workers and managers
C) closest clients
D) industry affiliation groups
E) alumni organization
A salesperson who says, “If you will sign the order today, I can guarantee delivery
within five days,” is using which of the following closing methods?
A) direct appeal
B) assumption
C) limited choice
D) summary-of-benefits
E) combination
Which style flexing technique is most appropriate for a salesperson to use in the
presence of an emotive customer?
A) Cite research and statistics.
B) Avoid an open display of enthusiasm.
C) Avoid wasting time on rapport-building.
D) Take a slow, business-like, and formal approach.
E) Provide support for the customer’s opinions and ideas.
Some top-performing salespeople earn more than their managers. This compensation is
most likely made up of:
A) bonuses only
B) base salary, commissions, bonuses, and incentives
C) commissions and charge-backs
D) bonuses and dividends
E) IPOs and base salary
Which of the following is a point of view that has most likely eroded character in
business?
A) Innovation and aggressive development of markets should be rewarded.
B) Respect must be earned, not mandated.
C) Corporations exist to maximize shareholder value.
D) Integrity may not show immediate results but will eventually return to you.
E) Teamwork is a core value of successful companies.
Sales territories should, in most cases, be established on the basis of:
A) seniority of salespeople
B) prospects for new accounts
C) mature product lines
D) number of customers
E) sales potential
Which of the following is most likely true of sales letters?
A) Sales letters should use the same format as an email.
B) Sales letters should minimize the use of white space.
C) Most sales letters include not more than two paragraphs.
D) Because a sales letter is an introduction, formal language is unnecessary.
E) The use of the personal pronoun “I” should be minimized as much as possible.
The customer service representatives employed by the company for after-sales support
are likely to need:
A) training to learn to speak standard American English and lose accents they have
B) to be instructed in basic telephone manners and standards of politeness
C) mileage allowances for the time they will spend visiting client sites to physically
install the software
D) special sales skills that allow them to close particularly difficult sales
E) specialized technical skills to assist customer companies in installing and
implementing the software