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The telephone has proven to be a good method of making appointments, keeping
customers informed, and expressing appreciation, but it is an ineffective tool for
building customer goodwill.
CRM software cannot be used to track the likelihood that a sale will close.
Sales positions can be a good track for promotion to supervisory-management
positions.
The starting point for effective time management is forming a new attitude toward time
conservation.
Salespeople who can develop a sales proposal that contains specific information about
the return on investment are more likely to get a favorable response from key decision
makers.
The Uniform Commercial Code is a legal guide that strives to reduce the number of
telemarketing calls.
With full-line selling, it is beneficial to use demonstration or sales tools to build
customer interest in the suggested item.
A well-rehearsed approach should be avoided because it will sound too impersonal.
With fewer products being introduced in the marketplace today, it is easier for
customers to decide what to buy and who to buy it from.
According to research, engaging in two-way communication and striking a balance
between open and closed questions are effective methods for improving sales success.
Traditional selling principles stressed that the "we versus they" and the "win-win" were
similar concepts for negotiating sales resistance.
Communication-style bias can cause a feeling that we simply do not like another
person, without knowing exactly why.
A well-prepared salesperson will not find it necessary to recommend that a prospect
purchase a product from another source.
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.
One sales representative complains that she never knows where she stands with Victor
because he rarely provides feedback. The sales representative also indicates that Victor
fails to communicate his expectations to sales team members. Victor most likely needs
to work on the leadership dimension of:
A) mentoring
B) motivation
C) organization
D) structure
E) consideration
In negotiations, the walk-away point that represents the lowest offer a party would be
willing to accept is known as the ________.
A) reservation value
B) best alternative
C) peak price point
D) price objection
E) zone of possible agreement
When we move into the excess zone, which of the following usually happens?
A) Stress levels decrease.
B) Style flexing decreases.
C) Style flexing increases.
D) Speech becomes more cautious.
E) Speech becomes erratic and slurred.
Successful sales presentations convert product features into:
A) closed sales
B) buyer benefits
C) product applications
D) selling appeals
E) research statistics
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.
What should Johan do first to begin the process of hiring new team members?
A) Place job ads on Internet job search sites like Monster.com.
B) Write a detailed description of job duties and requirements.
C) Engage an employment agency to find qualified candidates.
D) Draft a training schedule of what skills employees need.
E) Sort through resumes to decide who should be interviewed first.
A balanced funnel involves:
A) aggressively eliminating non-productive leads
B) combining technical sales with product sales
C) entering prospects from an even balance of industries
D) entering the "Ferris wheel" simultaneously
E) having prospects at different stages of the sales cycle
Raymundo is trying to develop a presentation strategy. One of the prescriptions he
should follow is:
A) prepare objectives
B) become a product expert
C) configure value-added solutions
D) discover customer needs
E) recognize closing cues
In consultative selling, the customer is seen as:
A) a person to be served
B) a prospect to be sold
C) a point on the funnel
D) progress toward a quota
E) a challenge to be overcome
When drawing up a daily "to do" list, a salesperson should most likely:
A) refer to the previous day's log for unaccomplished activities
B) avoid listing more than five items for one day
C) record more tasks than can be completed
D) list activities in priority order
E) rank items alphabetically
Which need-satisfaction strategy does Angie most likely use?
A) reminder
B) canned
C) persuasion
D) adaptive
E) informative
The confirmation step is most likely important because it:
A) assures that the customer cannot back out of the purchase
B) reassures buyers that they made the right decision
C) means that the salesperson can collect a commission
D) leads into the service step of the process
E) signals an end to buyer's remorse
Which of the following is a factor that would motivate a rational buyer?
A) prestige
B) nostalgia
C) celebrity endorsement
D) durability
E) branding
