Before developing a sales presentation, a salesperson should consider what
psychological factors may influence the buyer’s decision.
U.S. salespeople competing in foreign countries are required to comply with the laws
of the foreign country rather than U.S. laws, which are not applicable overseas.
The key to selling and negotiating is to always seek a win-win solution in which both
buyer and seller are happy.
Most objections can be easily rephrased into questions.
Probing questions are intended to assess the buyer’s attitude about a sales presentation.
Territory time allocation is the time spent by the salesperson calling on accounts
excluding the traveling time.
Organizational structure refers to the varying relationships among jobs within the
organization.
A salesperson should never dodge an objection.
Under the straight salary compensation plan, management is able to project
compensation expenses several years in advance.
Personal computers improve the number and quality of sales calls.
By focusing on meeting center-of-influence people, a salesperson can cultivate a
network and increase referral business.
The Quaker Oats salesperson should most likely be ready for the stalling type of
objection when selling a new cereal to retail buyers.
In most cases, the technology close confuses and bores prospects. .
A prospect that becomes increasingly anxious during a sales presentation is sending a
buying signal.
A drawback of the straight salary compensation plan is the lack of direct monetary
incentive.
It is unwise and unethical to develop friends in the client’s firm for the purpose of
making a sale.
A sales account refers to a limited geographical area assigned to a salesperson.
The Golden Rule of Selling requires people whose personal character is at level 2.
Which of the following is a major problem commonly experienced by salespeople who
are promoted to management positions?
A. Lack of sales knowledge
B. Too much peer support
C. Lack of enthusiasm
D. Conflicts due to sales knowledge
E. Expectation to perform immediately
Even though Tristan and Adela had not placed their order, the salesperson asked the
couple, “Would you prefer delivery of this dishwasher Thursday or Saturday?” This
type of question is an example of a(n) _____ close.
A. compliment
B. assumptive
C. minor-points
D. alternative-choice
E. modified T-account
Which of the following compensation plans is considered the simplest?
A. Straight commission
B. Structured combination
C. Straight salary
D. Drawing account
E. Performance bonus
When determining how frequently to call a customer, a salesperson should primarily
base the decision on the relationship between sales volume and sales calls, which is
known as the:
A. prospecting component.
B. sales investment factor.
C. account penetration.
D. response function.
E. opportunity cost.
The concept of _____ space refers to the area around the self into which a person will
not allow another person without consent.
A. territorial
B. adjacent
C. secured
D. private
E. controlled
Stage Technologies
Stage Technologies is a London-based company that supplies engineering solutions for
the entertainment industry. It has helped the boy-band Westlife make a flying entrance
onto stage and provided stage-rigging packages for the Princess cruise line. The
company was established in 1994 after a couple of production designers decided that
the automation of theater productions could be done more safely and more efficiently
by using modular production rather than the old “build-as-needed” formula. The
company installs wenches, stage lifts, and other equipment commonly used in stage
productions. The equipment is designed so it can be operated from a single console
without heavy lifting. Both opera companies and theaters see the benefit of such a
system, but many are reluctant to buy because of perceived costs.
Joseph Harris is the company’s best salesperson. Harris is making a sales call on the
manager of a theater that is planning to perform three plays this season that include
complicated lifting, flying, and a working trapdoor. The manager is aware of the time,
labor, and monetary costs involved in staging these productions and wishes there was
an easier way to produce the three plays.
During the sales presentation, which of the following should most likely be emphasized
to the theater manager?
A. Benefits of the Stage Technologies system
B. Safety features of the Stage Technologies wench
C. Stage Technologies’ service record
D. Uses for the Stage Technologies equipment
E. Leasing arrangements of Stage Technologies
In the beginning of a group sales presentation, a salesperson should:
A. explain how the FAB formula will be used in the presentation.
B. provide every member of the group with a customer profile.
C. give quality assurances and qualifications.
D. ignore the group’s behavioral style.
E. summarize the marketing plan.
The salesperson says, “Would you be willing to accept a limited 2-year warranty that
only covers parts and not labor?” This is likely to be a _____ close.
A. negotiation
B. continuous-yes
C. summary-of-benefits
D. T-account
E. technology
After the prospect indicates that she likes the product, the salesperson asks, “You like
the fit, the color, and how these glasses darken, right? I think you should buy a few of
these.” This is an example of the _____ close.
A. summary-of-benefits
B. alternative-choice
C. minor-points
D. assumptive
E. assertive
Last night while he was eating dinner, Leo got a phone call from a salesperson who
wanted to know if he would be interested in subscribing to the local newspaper. The
salesperson would best be described as a:
A. endless chain prospect.
B. center of influence.
C. telemarketer.
D. prospect.
E. referral.
Clearwater Hampers
Clearwater Hampers is a small British company that sells luxury food and drink in
various combinations in picnic hampers. Food and wine are seen as classic, fail-safe
gifts in a market where present-buying is increasingly tricky. Corporate customers, both
in the United Kingdom and abroad, are important to the business. Clearwater has had
several orders for more than a quarter of a million dollars. The company’s leading
salesperson, Peter Austin, is preparing the approach he will use during his first sales call
on the CEO of Diamonite, a company that specializes in designing, manufacturing, and
installing aircraft interiors for executives and heads of state.
“Hi, I’m Peter Austin from Clearwater Hampers. How would you like to give your
clients a unique gift that will clearly demonstrate your gratitude for their business?”
Austin’s question suggests that he is using the _____ approach.
A. interrogatory
B. showmanship
C. premium
D. customer benefit
E. FAB
As a part of providing service to customers, a professional salesperson would be
expected to do all of the following EXCEPT:
A. return damaged merchandise.
B. handle customer complaints.
C. develop promotional ideas.
D. suggest business opportunities.
E. provide information to competitors.
Which of the following is a common mistake that prevents a salesperson from making
a successful sales call?
A. Expecting the prospect to take an active role in the presentation
B. Making overly assertive closing statements
C. Not recognizing when or how to close
D. Asking too many open-ended questions
E. Being too accommodating to the prospect
Kenton is a busy insurance salesperson, yet twice a month he writes a column for the
local newspaper in which he addresses issues concerning financial security. The most
logical reason for such activity is to:
A. motivate other insurance salespeople.
B. protect his financial investments.
C. support new stakeholders.
D. create prospects.
E. qualify prospects.
Which of the following is an example of a source objection that a salesperson for a
small publishing company might hear from a bookstore owner?
A. “I only deal with large, well-established publishing companies.”
B. “Your books are priced too high.”
C. “I don’t take risks with books by new authors.”
D. “I am satisfied with the amount of stock I currently have.’
E. “I’m too busy to talk to you now.”
Why is it important for firms to build partnerships with customers? How does each
party benefit?
What are the three stages of the need-satisfaction sales presentation? Explain each
stage.
Opening a presentation with questions is common among salespeople. Briefly describe
three questioning approaches.
What are the three levels of need awareness? Define them.
What are the mental steps that lead to a purchase decision from a prospect? As a
salesperson, which one do you think would be the most difficult and which one would
be the easiest? Why?
Why is knowledge about their company, buyer, and market important to salespeople?