Web-Star makes Web conferencing software with features that integrate directly into
users’ back-end systems such as inventory, order processing, shipping, tracking, CRM,
and tech support. Using this software, companies can hold internal meetings as well as
give sales presentations that allow them to check inventory in real-time and place
customer orders during the presentation. Quite often, Web-Star salespeople make sales
presentations to prospects using the Web-Star product to show off its capabilities.
In the morning, the Web-Star salesperson will give a sales presentation to a current
client, and in the afternoon, the salesperson will give a sales presentation to a new
prospect. How is pre-call planning different for the two presentations?
A) It is more important for new clients, as current clients have the same needs they did
when they originally purchased the product, but new clients’ needs are unknown.
B) It is more important for new clients, as the salesperson must have a more polished,
smoother manner with new clients to earn their trust.
C) It is useful to do pre-call planning with both old and new clients if you have the
time, but a good salesperson can conduct an effective sales call without prior
preparation.
D) It is equally important for both types of clients, as current clients’ needs may have
changed since the original purchase.
E) It is more important for current clients, as the stakes are higher that they will reject a
proposal once they have used the product.
The best action to take to resolve a customer complaint is to:
A) schedule a meeting with the customer
B) pacify the customer by listening
C) exceed customer expectations
D) provide the customer with training
E) encourage the customer to join a loyalty program
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.
When giving a sales presentation to new customers, Terrance strives to convey that he
is highly ethical and trustworthy and that Swim-Tex products are safe and will perform
as expected. Terrance is most likely addressing which aspect of Maslow’s hierarchy of
needs?
A) security needs
B) social needs
C) esteem needs
D) general needs
E) physiological needs
By creating a spreadsheet that will allow the buyer to enter current fuel costs and see
recalculations of fuel costs that would occur from using Kaygo tires, the sales
representative is creating:
A) an airtight argument against other tire vendors
B) a way to involve the buyer in the presentation
C) a program that should be created by the IT department
D) an experience so elementary that it will patronize the buyer
E) an ROI statement the buyer can take as a guarantee of savings
Aspen Stewart is one of five sales managers at a sports equipment company. She and
the other sales managers are under pressure from management to keep their teams of
sales representatives motivated and hitting their sales quotas. Because of that, Aspen
has studied psychology and motivation, and is always looking for better ways to
motivate her team.
The biggest factor in motivation for sales representatives is enjoying sales as a career.
This means that the best way for Aspen to build a motivated sales team is to:
A) teach employees to cold-call more efficiently
B) implement a straight commission compensation plan
C) offer cash bonuses for the top sellers each month
D) provide all employees with the same benefits
E) provide a mix of external and internal rewards
If a customer needs a solution the salesperson does not have available, recommending a
competing company’s solution will most likely:
A) increase the customer’s trust in the salesperson
B) destroy the customer’s relationship with the salesperson
C) lead to a joint partnership between the two firms
D) persuade the customer to buy the salesperson’s solution
E) reinforce the need to engage in more transactional sales
Roni Harris, a college student in the business department of her local university,
originally planned to major in accounting. However, she discovered an interest in
product marketing and sales and is taking courses in these areas.
During an interview for part-time sales position with Compu-Tex, a firm that sells
software subscriptions, Roni is asked to discuss a time that she partnered with another
person or group to achieve the other party’s goal. Which example should Roni most
likely describe?
A) Roni sold her used textbooks to a friend who was taking a course Roni had taken the
previous semester.
B) Roni audited the books of the Investment Club to make sure she had calculated
earnings and fees correctly.
C) Roni spoke Mandarin to the server at her favorite Chinese restaurant so the server
could understand her more easily.
D) Roni watched and analyzed the gait of a track teammate so the teammate could
choose the best shoes for her stride.
E) Roni organized the volunteer schedule for the art therapy program to ensure a proper
balance between her school and volunteer obligations.
Bradley Wholesale Foods purchased a new computer system for the personnel
department. All of the equipment was delivered on time, installed properly, and the
employees at Bradley were given effective systems training. The new equipment and
the post-sale service surpassed the customer’s expectations. The staff at Bradley
Wholesale Foods has most likely experienced a:
A) moment of magic
B) moment of truth
C) moment of misery
D) remorseful moment
E) cross-selling moment
A customer who displays the reflective communication style can accurately be
described as:
A) reserved
B) sensitive
C) frank
D) sociable
E) malleable
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 will the sales cycle in this new territory most likely compare in length to the cycle
in the established territories of Grackin Corporation?
A) It will be shorter, because the salespeople will be calling prospects to introduce the
company.
B) It will be shorter, because Grackin Corporation will not have to overcome false
impressions.
C) It will be longer, because the salespeople will have to introduce the company in cold
calls instead of getting name recognition from prospects.
D) It will be longer, because consumers in the new territory have not expressed a need
for Grackin Corporation’s products before.
E) It will be the same, because sales presentations are independent of sales cycles.
Web-Star makes Web conferencing software with features that integrate directly into
users’ back-end systems such as inventory, order processing, shipping, tracking, CRM,
and tech support. Using this software, companies can hold internal meetings as well as
give sales presentations that allow them to check inventory in real-time and place
customer orders during the presentation. Quite often, Web-Star salespeople make sales
presentations to prospects using the Web-Star product to show off its capabilities.
Why is understanding the Web-Star product absolutely essential for a salesperson who
uses adaptive selling to sell the teleconferencing software?
A) The salesperson must know the product completely to be able to persuade prospects
to purchase it.
B) The salesperson must know the pricing schedule for all products and volumes of
sales to give a quote instantly to an interested prospect on the phone.
C) The salesperson must understand the ins and outs of the product to be able to quickly
reevaluate the best configuration for a prospect based on new information from the
prospect.
D) The salesperson must know the product to be able to point out the flaws in
competitor’s teleconferencing software to prospects.
E) The salesperson must know all about the product to be able to explain all the features
during a presentation.