The “KISS” philosophy reminds a salesperson to keep the sales presentation simple.
It is important for the salesperson using familiar terminology and buzzwords to speak
in a formal tone to convey its importance.
Personal selling refers to the personal communication of information to unselfishly
persuade a prospective customer to buy something that satisfies that individual’s needs.
“I can defer the billing until the end of the month instead of a discount. Would you be
happy with this arrangement?” This is an example of a negotiation close.
The training usage phases progress from natural to awkward to conscious.
To forestall means to discuss objections as soon as they are raised.
Salespeople should always give a benefit summary at the conclusion of a group sales
presentation.
According to the text, the most important ingredient in building a lasting friendship is
perseverance.
In terms of the 10-step productive retail sales call developed by SmithKline Beecham
Products, the presentation step includes answering questions and handling objections.
Demonstration openings are effective because the prospect is encouraged to participate
in the discussion with the salesperson.
A manager’s salary is usually related to the number of salespeople being supervised.
Today, the typical sales call focuses on a specific product and is tightly controlled by
the salesperson.
The opinion approach challenges a potential buyer’s expertise by spouting a memorized
pitch.
Which of the following statements about problem questions in the multiple-question
approach is true?
A. The questions seek to identify general problems.
B. The goal is for the prospect to admit having a problem.
C. The problem questions are asked first in the sequence.
D. It is unnecessary to separate unimportant problems from important problems.
E. The salesperson moves directly to the presentation after identifying a specific
problem.
The salesperson should decide which element(s) of the presentation mix to emphasize
in a particular presentation based primarily on:
A. sales call objective, customer profile, and customer benefit plan.
B. product newness, number of customers, and inventory levels.
C. competitor activity, current inventory levels, and bonus plans.
D. persuasive communication, competitor activity, and financial objectives.
E. financial objectives, marketing plan, and diversification strategy.
An insurance salesperson would most likely join a sales lead club to:
A. meet other insurance salespeople.
B. avoid making parallel referral sales.
C. share leads and prospecting tips.
D. practice new sales presentations.
E. evaluate sales procedures.
Avi sells paint to shops that repair wrecked vehicles. When Avi called on Elwood Body
Shop, he wanted to sell the body shop owner six cases of his company’s base coating
paint. In terms of the acronym SMART, Avi’s objective:
A. could not be measured.
B. was not readily achievable.
C. did not have a valid order size.
D. was missing the time component.
E. met all call objective requirements.
_____ marketing is the creation of customer loyalty.
A. Transaction
B. Relationship
C. Value-added
D. Continuous
E. Covenant
Smith-Lockwood, a gift store, ran a half-page newspaper advertisement for Howard
Miller brand clocks. Smith-Lockwood’s Howard Miller supplier reimbursed the store’s
owner for the media cost. What type of advertising has most likely been used?
A. Industrial
B. National
C. Trade
D. Institutional
E. Co-op
The “heart” of the eight work characteristics for sales success is:
A. sales knowledge.
B. cultural sensitivity.
C. love of selling.
D. communication ability.
E. stamina for the job.
The process by which prospective buyers “internalize” or consider the information
presented by the salesperson is referred to as a black box because:
A. sales actions lead to buyer reactions.
B. salespeople cannot read a buyer’s mind.
C. psychological needs outweigh social wants.
D. for every stimulus, there must be a response.
E. salespeople seem untrustworthy to most buyers.
The “Feel-Felt-Found” technique for meeting an objection is a variation of the _____
method.
A. rephrasing
B. boomerang
C. compensation
D. forestalling
E. direct denial
Which of the following provides a list of all the customers a salesperson meets in the
course of conducting business?
A. Contact management software
B. Sales force automation system
C. Electronic mail system
D. Worksheet information system
E. Global positioning system
Alex sells veterinarian supplies. He has developed a close relationship with his
customers. Which type of objection is Alex LEAST likely to hear when he tries to get
one of his veterinarian customers to purchase a new type of flea and tick shampoo?
A. No-need
B. Money
C. Source
D. Stalling
E. Product
Which of the following is most likely to be a bona fide occupational qualification for a
job which involves moving heavy furniture?
A. Ethnic background
B. Religious affiliation
C. Physical ability
D. Educational background
E. National origin
Salespeople should immediately stop the planned presentation and quickly adjust to the
situation when they receive _____ signals.
A. caution
B. warning
C. territorial
D. watchfulness
E. disagreement
Sean is a salesperson with exceptional cognitive and technical skills and limited
human skills. As a result, he most likely excels in all of the following areas EXCEPT:
A. creating organized sales presentations.
B. solving product problems and issues.
C. knowing how a product fits into a customer’s business.
D. using creative techniques for selling products.
E. working patiently with customers.
Stephen, a senior salesperson of a software firm, is calling on an acquaintance, the
CEO of a manufacturing firm. During the sales call, Stephen should most likely avoid:
A. mentioning his family life.
B. summarizing the CEOs comments.
C. making eye contact with the CEO.
D. invalidating the CEO’s opinions.
E. exhibiting knowledge of his product.
Kia Lang’s pay plan reduces her commission as her sales increase. She receives a 10
percent commission on the first $250,000 and 6 percent on sales over that amount. For
sales of $500,000, she would receive 5 percent. This is an example of a _____ plan.
A. linear
B. integrated
C. conservative
D. reinforcement
E. regressive
If a salesperson for a security company were to walk into a prospect’s office and say,
“According to a recent FBI study, 10 percent of your employees have stolen something
tangible from your company,” she would be using the _____ approach.
A. curiosity
B. testimonial
C. shock
D. proof statement
E. scare-tactic
Eli is excited because a prospect has just signed a purchasing agreement for the
biggest sale Eli has made in his two-year sales career. Eli is obviously happy as he sits
across the desk from his newest customer. What should Elli do now?
A. Discuss the buyer’s expectations concerning a delivery schedule of the product
B. Stop talking about the product ordered and leave the customer’s office
C. Discuss the buyer’s expectations for the product
D. Discuss his company’s payment expectations
E. Invite the prospect out for a meal
As a customer, a government is best described as an organization that:
A. provides goods and services to households and firms.
B. produces goods for profit and global redistribution.
C. sells products at wholesale prices to other nations.
D. promotes local and national businesses.
E. manages the exchange process.
Which of the following statements about progressive commission plan is most likely
true?
A. Salespeople are given an increased number of territories based on annual
performance.
B. A salesperson must call on more accounts each week until saturation is reached.
C. A salesperson’s commission rate increases as total sales increase.
D. Salespeople earn a fixed salary plus additional annual bonuses.
E. A salesperson is rewarded for increasing nonselling activities.
A newly appointed sales manager goes through a series of phases in learning to think
and act like a boss. The last phase in such a process is called:
A. image reversal.
B. search for meanings.
C. mobilization.
D. internalization.
E. reciprocity.
The person behind the counter at McDonald’s who enters your order, takes your money,
and hands you your food is a(n):
A. retail salesperson.
B. sales executive.
C. order-getter.
D. direct salesperson.
E. account representative.
The four components of sales call planning, in their correct order, are:
A. customer profile, sales call objective, sales presentation, sales benefit.
B. sales call objective, customer profile, customer benefit plan, and sales presentation.
C. customer profile, sales call objective, customer benefit plan, and sales presentation.
D. sales call objective, customer benefit plan, customer profile, and sales presentation.
E. customer preapproach, customer profile, customer sales call objective, and sales
presentation.