A salesperson asks a prospect, “Who will be the primary user for the camera?” The
salesperson is using a direct question.
According to the Golden Rule of Selling, salespeople should begin their sales
presentation knowing the key customer benefits that will be discussed.
A buying signal refers to anything the prospect says or does to indicate a readiness to
buy.
The problem-solution sales presentation rarely requires multiple calls.
It is impractical to get information about a prospective buyer through personal contacts
with the company.
In the referral approach, a salesperson mentions the name of a mutual acquaintance.
The initial task of a salesperson when first meeting a potential customer is to
differentiate between important buying needs and needs of lesser or no importance.
Presentation is a continuation of the sales approach.
A salesperson using the SPIN approach should regularly mention the product during
the discussion.
A transaction is a trade of values between two parties.
People with strong economic needs will consider only price in a purchase situation.
Which term refers to gathering information and uncovering customer needs by using
one or more questions?
A. Channeling
B. Probing
C. Signaling
D. Empathizing
E. Interrogating
Ford is offering customers $1,000 cash back if they purchase a Ford Focus in the
month of December. Which component of the marketing mix is most likely illustrated
by Ford’s tactic?
A. Destination
B. Presentation
C. Product
D. Distribution
E. Price
Your new boss gives very detailed instructions and closely watches your progress. This
shows your boss’s:
A. motivation mix.
B. qualitative performance factor.
C. task behavior.
D. participative leadership style.
E. relationship behavior.
Which of the following purchases would most likely involve extensive decision
making?
A. Scheduling an annual dentist appointment
B. Buying a new towel rack for your bath
C. Purchasing a birthday gift for a friend
D. Renewing a magazine subscription
E. Purchasing a condominium
Effective territory management most likely requires salespeople to:
A. engage in strategic management opportunities.
B. build integrated marketing communications systems.
C. avoid nonselling activities due to cost overruns.
D. provide employers with market information.
E. sell exclusively to overseas, corporate clients.
Which of the following would most likely trigger an ethical dilemma?
A. Excessively codified ethical standards
B. Culturally different business practices
C. Long-term organizational loyalties
D. Productivity-based bonuses
E. Detail sales representatives
The _____ style of leadership is characterized by low task behavior and low
relationship behavior.
A. telling
B. persuading
C. participating
D. complying
E. delegating
Even though the prospect had not yet agreed to buy, the salesperson said, “I’ll make
sure the carpeting is delivered to your house this Saturday.” What type of close has the
salesperson used?
A. Assumptive
B. Standing-room-only
C. Alternative-choice
D. Summary
E. Continuous-agreement
The questions in the continuous-yes close should be:
A. open-ended to assess the prospect’s needs.
B. designed to generate negative responses.
C. included in a brief product questionnaire.
D. based on the weakness of the competition.
E. based on benefits of the specific product.
When a salesperson is promoted to sales manager, that individual goes through the
transition from thinking and acting like a subordinate to thinking and acting like a
supervisor. Which of the following is one of the phases involved in that transition?
A. Incompetence
B. Defiance
C. Depression
D. Inquisition
E. Externalization
Innovative Installers
Innovative Installers provides a variety of services related to office space and
relocations including installation services. Innovative Installers is owned and operated
by Mierzett Evans and his sister Glenda Heldris. The company uses a variety of
marketing methods including a Web site, cold calls, and direct mail. Evans and Heldris
believe the company could better communicate with potential customers who may not
know of the company’s existence.
The siblings use the corporate Web site to inform potential customers about the services
their company offers. The Web address is included in all of the company’s advertising.
In other words, Evans and Heldris are using:
A. e-prospecting.
B. direct communication.
C. direct sales.
D. Internet dialoguing.
E. cold sales.
Which of the following is defined as comparing actual performance to planned
performance and determining whether corrective action is needed?
A. Training
B. Organizing
C. Performance forecast
D. Directing
E. Evaluating
Posh Pets is a small retailer of decorative pet-related merchandise. The price charged
by its suppliers after allowance for all discounts is the _____ price.
A. discretionary
B. zone
C. list
D. net
E. marginal
What is a drawback of personal interviews?
A. Highly expensive
B. Potentially subjective
C. Too time consuming
D. Overly fact-based
E. Frequently discriminatory
A(n) _____ would tell Quinton that he should return unauthorized competitive
information to its owner without examining it, even though the information would more
than likely result in a large commission for Quinton.
A. fixed point of reference
B. employee rights clause
C. mandatory cooling off period
D. preconventional moral maturity
E. directional code of ethics
_____ marketing is based on the idea that important customers require constant
attention.
A. Transaction
B. Relationship
C. Quality
D. Transformational
E. Partnership
Which of the following statements about misrepresentation is most likely true?
A. When salespeople loosely describe their product or service in glowing terms, those
statements can be relied upon by the potential buyer.
B. Generally, the more knowledgeable the customer, the greater the chances the court
will interpret an incorrect statement by a salesperson as an actionable
misrepresentation.
C. When a salesperson makes claims of a “factual nature” regarding a service’s inherent
capabilities, the law does not treat these comments as statements of fact and warranties.
D. A salesperson’s opinion about the quality of the product being sold is known as sales
puffery and is legally actionable.
E. Even if the salesperson misrepresentation statement is made innocently, many courts
will award damages to the customer.
The _____ plan is a complete incentive compensation plan.
A. structured commission
B. salary and commission
C. straight commission
D. straight salary
E. salary and bonus
List the four basic objectives of marketers.
According to the text, when setting sales call objectives, the salesperson should think
SMART. What do the letters in this acronym advice the salesperson to do?
What is the leaking bucket customer concept? What are its implications for
salespeople?
What is the difference between organizational design and organizational structure?
What are the three general categories of approach techniques? What is the relationship
between the approach technique and the sales presentation method?
Discuss the various phases of negotiation.