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Troy is a telemarketer who works directly with Nadine, a sales rep who works on site.
Together they develop strategies for handling accounts and address customer concerns.
Troy is an example of:
A. a missionary salesperson.
B. a product specialist.
C. a field support representative.
D. an outside salesperson.
E. none of the above options.
Drew believes his sales manager has instructed him to do something unethical, and
discusses his concerns with the manager. However, even after discussing the matter
with the manager, he was asked to carry out the original instructions. Drew's company
encourages him to take his concerns straight to upper management because it has a(n)
_____.
A. straight salary system
B. bottom-up forecasting system
C. anti-whistleblowing policy
D. straight commission system
E. open-door policy
Zero Zone, Inc. manufactures and sells display refrigeration and freezer units to
supermarkets. When a supermarket manager called Nathan, one of Zero Zone's
salespeople, to inform him that his Zero Zone rear load refrigeration display unit
needed to be defrosted about three times more than was normal, Nathan responded
immediately. He cancelled his other appointments and drove to the supermarket. Nathan
worked for two hours installing a new oversized coil to fix the problem. Which of the
following factors needed for the development of mutual trust is typically illustrated in
this example?
A. Morality
B. Honesty
C. Marketability
D. Customer orientation
E. Likability
When preparing for an initial sales call, social networking sites can be a valuable source
of information about _____.
A. a prospect's interests and background
B. corporate ethics policies of a company
C. current demographic trends in the industry
D. prices competitors charge currently
E. inventory allowances
Which of the following tactics helps sellers deal with browbeating?
A. Low balling
B. Negotiation jujitsu
C. Good guy-bad guy routine
D. Trial balloons
E. Emotional outbursts
Material requirements planning (MRP) systems:
A. are an important element in JIT programs.
B. can be used to forecast sales.
C. can be used to develop production schedules.
D. minimize costs by scheduling delivery dates that minimize the amount of inventory
needed.
E. all of the above
As Thomas described his firm's landscape maintenance program to a buyer for
Allentown Medical Center, the buyer interrupted, "Your program sounds like a winner,
but I'm not interested in doing business because start-up landscaping firms go in and out
of business in just a few months." Thomas responded with, "I'm sorry but that simply is
not true of our firm. We have been in the business for over 15 years." Thomas's
response illustrates the _____ method of responding to objections.
A. compensation
B. boomerang
C. direct denial
D. referral
E. postpone
Clara has to meet Sandy, her prospect, for a business presentation. Sandy suggests that
they meet at a caf near her office. As soon as the meeting begins, the caf gets very
crowded and noisy. They are unable to concentrate on their discussion. Which of the
following should Clara do in order to prevent a communication breakdown with the
prospect?
A. Continue with the presentation at the caf as it has been suggested by the prospect
B. Suggest to the prospect that they move to a quieter place
C. Speak loudly so that her voice can be heard
D. Focus on the use of nonverbal communication to make her presentation
E. None of the above
As the first step in setting sales call objectives, a salesperson should:
A. review the steps of the selling process.
B. review the customer's marketing goals.
C. determine his or her progress toward meeting the sales targets.
D. review what has been learned from the precall information gathered.
E. review the available inventory in his or her own company.
Salespeople can strengthen their presentations by showing the prospect the cost of the
proposal is offset by added value; this process is called:
A. magnifying the benefit.
B. market analysis.
C. multiple-sense appeal.
D. value analysis.
E. content analysis.
Using the life-cycle costing approach, salespeople can demonstrate that:
A. a product in the decline stage of its product life cycle will have little, if any, service.
B. a product with a higher initial cost will have lower overall costs.
C. operational costs do not change over the life time of capital equipment.
D. a product in the introductory stage of its product life cycle will have more problems
than one in a later stage.
Which of the following statements is true of shipping costs?
A. FOB installed indicates that the title and responsibility are transferred before the
equipment is installed and used for operation.
B. FOB origin is also referred to as FOB installed.
C. The terms and conditions of a sale exclude shipping costs involved in transporting
the goods.
D. Shipping costs are solely borne by the seller.
E. FOB destination means the buyer will take responsibility for the goods once they
reach the buyer's location, and the seller will pay the freight.
Which of the following recommendations should be followed by salespeople when
using stories in a sales presentation?
A. Use vivid word pictures in the stories.
B. Try to use stories from one's own experiences.
C. Make sure that there is a reason for telling the story.
D. Use the hook of the story to tie back directly into the presentation.
E. All of the above.
Which of the following is a suggestion for active listening?
A. Echo what the prospect has said.
B. Summarize the conversation.
C. Be quiet while the prospect thinks.
D. Concentrate on ideas rather than just words.
E. All of the above.
Advance Machine Company makes industrial strength floor cleaning equipment. In
support of its sales force, it ran ads in trade journals aimed at supermarkets,
entertainment venues, educational institutions, and other places that have a lot of foot
traffic. It created an Internet website for customers to preview its products. It set up a
toll-free number for clients to call and created a direct marketing piece that offered
discounts and rebates on orders. Advance Machine Company used:
A. dyadic communication to reach its potential customers.
B. feedback to qualify leads.
C. integrated marketing communications.
D. a decentralized promotions organization.
E. any means possible to circumvent its sales force.
_____ classifies accounts on the basis of the company's competitive position with an
account along with the account's sales potential.
A. ABC analysis
B. Product differentiation
C. Cloverleaf analysis
D. The sales call allocation grid
E. Market basket analysis
Inez is best described as a very emotional, people-oriented person who has an animated
way of talking. She also has a take-charge attitude, an ability to take initiative, and has
been called a risk taker. Into which quadrant of the social style matrix would you place
Inez based on this information?
A. Drivers
B. Expressives
C. Amiables
D. Analyticals
E. Motivators
_____ selling is defined as selling the entire line of associated products.
A. Full-line
B. Cross
C. Insight
D. Rebate
E. Full-price
Which of the following is the best example of a conversion goal?
A. Increasing the amount of commission checks by 15 percent
B. Increasing the number of telephone sales calls by 12 percent
C. Improving sales presentation skills
D. Improving the average sales generated relative to the number of calls made
E. Decreasing the number of customer complaints by 5 percent
As you seek a job in sales, it is important that you understand your own needs. Which
of the following questions is one you should ask yourself to help you determine your
need for structure?
A. Do I prefer to set my own deadlines, or do I need deadlines set by others?
B. What propels me, financial incentives, personal recognition, or the satisfaction of
just getting a task completed?
C. Am I a risk taker, or do I prefer more secure activities?
D. Do I prefer mechanical and technical topics, or am I more disposed to art, fashion,
and merchandising?
E. What should I do when faced with rejection?
Which of the following is NOT one of the forms of nonverbal communication?
A. Body language
B. Appearance
C. Inflection
D. Space
E. Body angle
Jimmy sells encyclopedias. Every time he knocks on a door, he begins by asking, "Are
there any small children in the house?" From there, he asks about their age, and if the
parent has considered preparing for their children's future. If the customer does not
refuse to listen to him right away, he begins to list the benefits of owning a set of
encyclopedias. He always lists the benefits in the same way and always ends his
presentation by saying, "You need to buy your child a set of these books to protect his
or her future." Because Jimmy makes no adjustments as he talks to a prospect, it can be
said that Jimmy is using a(n) _____ presentation.
A. customized
B. adaptive
C. standard memorized
D. outlined
E. cause and effect
There are three types of goals that a salesperson should set to achieve the highest
possible levels of success. Which of the following types of goal should be set first?
A. Transformation
B. Consequence
C. Activity
D. Performance
E. Conversion
Mariah is a stock broker. She knows that to increase her number of clients she must do
a lot of prospecting since only about 1 out 30 prospects she works with will become
profitable clients. She believes by doing a better job qualifying her prospects she will be
able to persuade 1 out of 25 next month. This goal is an example of a(n) _____ goal.
A. transformation
B. consequence
C. activity
D. performance
E. conversion
Which of the following is the best example of a solo market exchange?
A. Jimmy buys a new suit from a tailor who visits his office every quarter.
B. Mariah purchases a box of cookies from a store while on vacation.
C. Tommy buys the same brand of toothpaste because he likes the way it tastes.
D. Sunil signs a service contract from a cleaning company.
E. Fred purchases an apartment from his friend who owns a construction company.
Integrated marketing communications is a program to coordinate all of the following
marketing efforts EXCEPT:
A. personal selling.
B. advertising.
C. sales promotion.
D. word-of-mouth.
E. production.
The nonverbal probing technique called FSQS stands for:
A. frequent situational questioning satire.
B. forestalling situational question sequence.
C. feasible selective queue silence.
D. friendly silent questioning stare.
E. favorite singular question set.
Caesar salad dressing when made correctly contains raw eggs, but fear of salmonella
poisoning has forced many restaurants to use an inferior tasting bottled dressing in their
Caesar salads. Davidson from Food Tech, a company developing preservatives and food
additives, has developed a process for pasteurizing eggs on a large-scale basis. The
pasteurization of eggs is a complicated process that took years to perfect. Because Food
Techn developed the process and will share it with poultry farmers, the company would
be classified as a:
A. competitive partner.
B. deep seller.
C. lead user.
D. spotter.
E. driver.
If a salesperson does not know the basics about a prospect's company, then the:
A. prospect will not meet the salesperson at all.
B. prospect's receptionist will prevent the salesperson from meeting the prospect.
C. prospect may justifiably refuse to take the deal forward.
D. salesperson may begin to experience a phenomenon called analysis paralysis.
E. salesperson should make "getting the deal" the formal objective of the first sales call.
To use the sales call allocation grid, Spence must classify each of his accounts in terms
of their need and ability to pay for his product and:
A. his company's competitive position with that customer.
B. the account-opportunity.
C. who the decision maker is.
D. the company's geographic location relative to the customer's location.
E. the company's geographic location relative to his company's nearest distribution
center.
When a salesperson can only sell to prospects located within a certain geographical
location, the salesperson is said to be managing sales for a(n) _____.
A. deep seller
B. exclusive sales territory
C. star client
D. national account
E. system integrator
