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Lacey Abrams is the sales representative for the Brook Park Zoo. She sells events, such
as wedding receptions, corporate dinners, and fundraisers that are held on zoo grounds.
She has just finished negotiating all the details of Anne Mason's upcoming wedding
reception and is preparing to close the sale.
Why is it most likely important for Lacey to engage in the confirmation step after
closing a sale with Anne?
A) Establish a long-term strategic partnership with Anne.
B) Facilitate payment before Anne changes her mind.
C) Gather feedback from Anne about the sales process.
D) Prevent Anne from having buyer's remorse.
E) Ensure that Anne provides many referrals.
Value reinforcement means:
A) getting credit for the value you create for the customer
B) showing the customer the specific benefits of the product
C) using bridge statements to clarify product information
D) using the assumptive method to close a sale
E) reiterating the features included with the purchase price
To become a successful salesperson, Sanchez had to adopt a personal selling
philosophy. Which of the three prescriptions of that philosophy is not only a mindset
but a skill that he has practiced and honed to become successful?
A) adopt the marketing concept
B) value personal selling
C) assume the role of problem solver or partner in helping customers make informed
and intelligent buying decisions
D) focus on product knowledge and everything else will follow
E) develop the ability to create rapport with customers so they are buying from a friend
Need-satisfaction questions are designed to focus on:
A) emotional links with a product
B) benefits of a solution
C) bridge statements
D) persuasive words
E) product features
A partnership is beneficial for both parties because the successive sales are:
A) equal to the initial sales
B) greater than the initial or repeat sales
C) not necessarily guaranteed
D) a function of the price of the product
E) transactional in nature
Cold calling can be an effective technique for reaching:
A) decision makers
B) senior executives
C) potential prospects
D) buying centers
E) qualified leads
A customer who takes the social initiative in most cases and expresses feelings openly
is displaying characteristics of which of the following styles?
A) dominant
B) reflective
C) supportive
D) directive
E) emotive
Which of the following statements regarding audiovisual presentations is true?
A) Focus your presentation on the features that have the greatest "wow factor."
B) At the conclusion of the presentation, persuade the prospect to buy.
C) Show the entire presentation and then answer questions.
D) Be sure the prospect knows the purpose of the presentation.
E) Avoid previewing the material which ruins the surprise factor.
Grackin Corporation is expanding into a new territory in which they are not as
well-known as they are in their current territories. As part of this new push, the sales
director decides to use a strategy that involves making aggressive cold-calls and hosting
frequent educational seminars.
How does Grackin most likely benefit from hosting educational seminars?
A) engaging in socially responsible activities in the community
B) helping sales representatives with their presentation skills
C) providing shareholders with many educational benefits
D) highlighting product benefits to potential prospects
E) generating extra revenue from attendees
Ahmed ElShatif sells life and disability insurance to members of a large union in the
Willamette Valley region. His company is the only approved insurance vendor for the
union. Although he is not competing against other insurance agents, his prospects are
not required to buy any insurance coverage at all. He spends an average of 20 minutes
with each prospect, learning about their needs and explaining the various insurance
products, and choosing the right combination for each prospect.
Even if a prospect who does not buy from Ahmed now, Ahmed should most likely:
A) delete the prospect's record
B) mark the prospect's file "Sale Lost"
C) ask another sales representative at the firm to approach the prospect
D) call the prospect every week until the prospect buys the insurance
E) continue to make contact once a year with the prospect
Product positioning is largely a function of:
A) product expertise
B) pricing strategies
C) industry standards
D) market segmentation
E) product differentiation
Johan Yee has been a sales representative at a medium-sized textbook publishing house
for five years. He has just been promoted by the sales director of his company to sales
manager of a new territory. As sales manager, he is tasked with hiring and training three
new sales representatives for his team.
Johan needs to determine the personal character and ethics of candidates. Which of the
following interview questions would be LEAST relevant for this task?
A) "What are your three core values?"
B) "What does integrity mean to you?"
C) "How do you handle negotiations?"
D) "Who are your role models and why?"
E) "How would your previous manager describe you?"
ScranTone is a paper mill and supplier serving the Upper Midwest. Since the
commercial paper market is saturated, the only room for growth is to expand existing
accounts or to win over competitors' accounts. Kevin Salazar is a sales representative
who has gotten another meeting with the head of purchasing for the copy centers at a
large university system. The purchasing agent has been buying from ScranTone's main
competitor for three years. Kevin met with the purchasing again two months ago but
was unable to make a sale.
Why would Kevin Salazar most likely meet with purchasing agent again after being
denied a sale?
A) Kevin's sales manager requires that he use a canned presentation.
B) Kevin needs to meet a quota of sales presentations for the month.
C) The competition offers an inferior product to Kevin's company.
D) The previous presentation focused too much on customer needs.
E) Kevin wants to show a strong commitment to getting the buyer's business.
Victor Craig is sales director for a software company selling diagnostic software to
automotive repair shops all across the country. He has been with the company for 14
months and manages a staff of six sales representatives. Victor also covers a four-state
territory himself. On Monday the CEO of the company calls Victor into his office and
states that management is dissatisfied with Victor's performance as sales director. Victor
has 90 days to turn his performance around, or he will be fired.
The CEO suggests that Victor attend a training program for sales managers. If the
program is like most others, which of the following topics will most likely be covered?
A) motivating salespeople
B) forecasting short-term sales
C) managing sales territories
D) handling office politics
E) calculating ROI
Which service-quality dimension refers to the knowledge and courtesy of employees?
A) responsiveness
B) empathy
C) reliability
D) tangibles
E) assurance
Terrance Simpson is a sales representative for Swim-Tex, a swimming pool service and
supply company. Swim-Tex sells the chemicals needed for pool maintenance as well as
pool accessories like slides, ladders, and diving boards. Swim-Tex sells to both
consumers and businesses.
Managers at Swim-Tex have informed members of the purchasing department to
change straight rebuy situations to modified rebuys. What does this most likely mean
for members of the Swim-Tex purchasing department?
A) renegotiating prices with vendors
B) simplifying the buying process
C) building strategic alliances
D) forming a new value chain
E) focusing on a decision in the process that is not an issue for the customer
Which of the following is the last part of the Consultative Sales Presentation Guide?
A) selection of the solution
B) servicing the sale
C) need satisfaction
D) need discovery
E) strategic planning
A salesperson is required by his employer to use a script when making a sales
presentation. The script includes standard jokes and repeated attempts at
relationship-building, plus a rapid close to the sale. The salesperson recognizes that a
potential client has a reflective communication style and may be offended by some of
the elements in the script. What should the salesperson do?
A) The salesperson should omit the jokes and downplay the relationship-building
attempts, while drawing out the close to give the potential client longer to decide.
B) The salesperson should abandon the script without telling her manager and be blunt
and direct with the potential client.
C) The salesperson should double up on the research and facts she presents during the
presentation to appeal to the potential client's deliberate side.
D) The salesperson should ask her sales manager to come with her to the first sales call
so that the potential client knows the company is serious about winning the client's
business.
E) The salesperson should stick with the script and timing as written, as it's been tested
by her manager and has a high rate of success.
It is vital to treat secretaries, assistants, and receptionists with respect because:
A) they are a key part of the buying center
B) they usually have decision-making powers
C) they control your access to the decision makers
D) they have final sign-off on all purchases
E) they will be the end-users of your product
