A guideline provided in the text states that a good sales process involves 40 percent
follow-up, 20 percent preparation, and 40 percent presentation.
Purpose is a list of plans, goals, or objectives that differ from one sales call to another.
A market with homogeneous needs and characteristics would best be suited for an
undifferentiated market approach.
Technology has advanced so rapidly that it has become a burden to sales managers and
sales representatives in certain industries.
Trade shows are rarely worth the salesperson’s time since there are only a few minutes
to qualify leads and get the information necessary to conduct a sales call later.
Although salespeople sell different products in different ways, the elements of the sales
presentation mix should be used in an equal proportion.
If you find your prospect is in a bad or hostile mood, it is usually a good idea to avoid
trying to close.
One of the basic factors to consider in territory-time allocation is non-selling time.
On-the-job training includes observation and curbside counseling by the sales manager.
Thus, the salesperson gets immediate feedback.
The letter of application should be based on the sound psychological principle of
reinforcement, that is, it should contain most of the information presented in the resume
without providing any additional information.
Knowledge of selling is gained only through formal classes, which is why firms invest
so heavily in employee training programs.
In office settings, a salesperson should not use speakerphones unless it is required for a
meeting.
A suggested purchase order should accompany your business proposition and
marketing plan.
_____ involves activities or materials used to create sales for goods and services, such
as coupons and sales contests.
A. Direct selling
B. Public relations
C. Customer service
D. Sales promotion
E. Advertising
If a salesperson sincerely wants to establish a caring relationship with a potential key
account, the salesperson should:
A. view the selling process as continuous.
B. engage in transaction selling activities.
C. assume the selling process has an end.
D. internalize the buyer’s organizational culture.
E. engage in relationship transformation selling.
In your position as an electronics salesperson, one of your retailers tells you to take
back some unsalable goods. You are not sure if the customer’s claim is honest or not.
You do not want to make the retailer unhappy as he brings you good business. How do
you tackle this situation?
A. Ask the customer to avoid being dishonest.
B. Apologize to the customer and inform him that you are not sure of his claim.
C. Give the benefit of doubt to the customer and return the goods.
D. Never return the goods if you are not sure that the customer’s claim is true.
E. Return half the merchandise if the customer is correct.
The most inexperienced negotiators use the _____ mode of negotiating.
A. cooperative
B. attitudinal
C. competitive
D. organizational
E. personal
A marketing plan for a retailer should most likely include how to:
A. identify benefits.
B. utilize the SELL sequence.
C. promote a specific product.
D. evaluate return on investment.
E. present a customer needs analysis.
Which among the following is the best example of a money objection?
A. “I cannot really afford to purchase a new car right now because I just moved.’
B. “I only buy from veteran salespeople who can carry through on their promises.”
C. “I really like these figurines, but I can’t stock them in this store without consulting
the owner.”
D. “I’m sorry, but we have plenty of cleaning supplies and won’t be ordering any more
until the first of the year.”
E. “I’m satisfied with the brand of pet products we are stocking now.”
(p. 12) In which of the following industries are you most likely to find a sales engineer
being used?
A. Apparel
B. Heavy equipment
C. Pharmaceuticals
D. Pet supplies
E. Health food
Christine has just answered a prospect’s question about some negative publicity her
product received. To find out if her prospect has any more objections with which she
should deal, Christine should:
A. hand her catalog to the prospect.
B. use the questions approach.
C. begin her demonstration.
D. implement a trial close.
E. lead into a benefit.
In order to cultivate a network, a salesperson should:
A. focus on meeting center-of-influence people.
B. use contact management software.
C. create a customer MAD file.
D. request on-the-job training.
E. use the KISS principle.
Which of the following correctly represent the discussion sequence in a sales
presentation?
A. Product discussion, presentation of marketing plan, explanation of business
proposal, purchase suggestion, trial close, close, follow up.
B. Approach, product discussion, marketing plan presentation, meeting objections,
purchase suggestion.
C. Approach, product discussion, marketing plan presentation, explain business
proposal, meeting objections, purchase suggestion.
D. Product discussion, presentation of marketing plan, explanation of business
proposal, close.
E. Attention, interest, desire, conviction, action.
When Monty asked the prospect for her order, she responded, “I’ve listened to your
presentation, and I’m still not convinced your brand of paint is superior to the one we
currently use. Thanks but no thanks.” Monty should use a _____ question to point the
prospect back to the areas of the sales presentation when the prospect agreed with his
statements.
A. direct
B. nondirective
C. redirect
D. directional
E. rephrasing
According to the text, a salesperson can make sales presentations more persuasive
through all of the following methods EXCEPT:
A. personalizing customer relationships.
B. making the sales presentation fun.
C. building trust through honesty.
D. controlling the sales presentation.
E. referring often to the competition.
Which sales manager function involves dealing positively and persuasively with people
from a leadership position?
A. Training
B. Organizing
C. Staffing
D. Directing
E. Evaluating
Manufacturers are LEAST likely to use premiums for:
A. getting prospects to request further information.
B. boosting the future sales of fast moving products.
C. getting customers to come into the retail store.
D. persuading prospects to sample the product.
E. introducing a new product.
All of the following are involved in the majority of sales people’s ethical issues
EXCEPT:
A. co-workers.
B. managers.
C. customers.
D. friends.
E. employers.
To capitalize on the benefits and minimize the costs of a diverse work force,
organizations should most likely strive to become:
A. matrix structures.
B. team-driven.
C. parallel organizations.
D. participative units.
E. multicultural.
A territory’s break-even point can be computed in terms of dollars by dividing the
_____ with gross profit percentage.
A. salesperson’s sales revenue
B. gross sales
C. total sales
D. salesperson’s fixed costs
E. salesperson’s total work hours
When talking to a prospect, a salesperson says, “I’m not sure if we have any more of
those tires to fit your car. Would you want them if we have some in stock?” The
salesperson is using a(n) _____ close.
A. probability
B. assumptive
C. minor-points
D. standing-room-only
E. balance-sheet
If a prospect responds negatively to a need-payoff question in the SPIN approach, the
salesperson should:
A. ask direct questions.
B. go directly into the presentation.
C. use a trial close to gather feedback.
D. begin demonstration of the product.
E. start over with problem, implication, and need-payoff questions.
Which of the following products would most likely require a problem-solution sales
presentation?
A. Automobiles
B. Cosmetics
C. Corporate insurance
D. Personal computers
E. Home sound system
The _____ can be used to move prospects from mild interest to strong desire for a
product.
A. interactive method
B. SELL sequence
C. business proposition
D. FAB formula
E. action enhancement method
Which of the following statements is most likely true about territorial evaluation?
A. In territorial evaluation, actual performance is evaluated separately from goals.
B. Territorial evaluation monitors the time interval between multiple sales calls.
C. Qualitative quotas and performance are not considered in territorial evaluation.
D. Territorial evaluation establishes performance standards in the form of quotas or
goals.
E. During the evaluation, managers reports are considered instead of individual
salespeople’s reports.
There are six common mistakes that prevent a salesperson from making a successful
sales call. Which of the following is NOT one of those mistakes?
A. Asking too many questions; making the prospect do too much talking.
B. Over controlling the call; asking too many closed-end questions.
C. Not responding to customer needs with benefits.
D. Not recognizing needs; giving benefits prematurely.
E. Making weak closing statements; not recognizing when or how to close.