As you discuss your proposition with your potential buyer, you notice that she is
leaning away from you and staring mostly at the paperweight she is fidgeting with. You
are receiving _____ signals.
A. rejection
B. disagreement
C. caution
D. intimidation
E. withdrawal
What is most needed when working with a prospect at the unconscious need level?
A. Perceptive observations of the customer’s social class
B. Skillful questioning to determine the customer’ needs
C. Self-awareness modification to gain customer trust
D. Highly detailed feature descriptions
E. Multiple attempts at a trial closing
Which of the following statements is most likely true about the changes that occur
when a person is promoted from a salesperson to a manager?
A. The time spent on actual sales and customer work increases dramatically.
B. The salesperson’s primary concern becomes meeting the organization’s goals.
C. Personal satisfaction comes from the work rather than watching others succeed.
D. Developing additional technical skills for complex accounts becomes time
consuming.
E. Attracting global accounts and developing greater proficiency in selling are new
tasks.
What is the key to being a strong negotiator?
A. Service
B. Preparation
C. Extroversion
D. Good product features
E. Oral communication skills
In an organization, the salespeople and the sales manager decide things together. Which
of the following leadership styles is being used here?
A. Telling
B. Persuading
C. Participating
D. Complying
E. Delegating
Elias does home repairs. On Sunday afternoons, he often drives in the community in
which he lives looking for homes that need minor repairs and/or painting. Monday
morning he calls those homeowners and offers his services. Elias is using the _____
method of prospecting.
A. observation
B. preapproach
C. networking
D. endless chain
E. center of influence
The KISS rule advises a salesperson to:
A. ask questions to generate feedback.
B. maintain a simple presentation style.
C. remember how important empathy is.
D. offer persuasive and innovative solutions.
E. listen closely to the buyer’s initial responses.
The most critical factor to be considered when setting up a sales route is:
A. number of miles traveled.
B. traffic signals in the route.
C. fuel consumption.
D. sales experience.
E. travel time.
Technology helps salespeople to:
A. rely on fewer environmental signals.
B. identify customer personality styles.
C. implement frequent trial closes.
D. view customers as decision makers.
E. serve customers faster and better.
Which of the following types of approaches is most likely to be misinterpreted as
high-pressure selling?
A. Opinion
B. Referral
C. Introductory
D. Complimentary
E. Shock
Clearwater Hampers
Clearwater Hampers is a small British company that sells luxury food and drink gifts in
various combinations in picnic hampers. 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. According to the company’s leading
salesperson, Peter Austin, “We have lots of repeat corporate customers as a result of the
importance we place on getting the hampers out on time and filled with the right
products.”
Corporations in the _____ stage of the buying process would most likely have a strong
belief that no other company provides better gifts than Clearwater Hampers.
A. interest
B. closing
C. conviction
D. benefit
E. attention
An effective way to respond to some objections is to use someone else’s experience as
proof. This technique is called the:
A. jury of executive opinion method.
B. outside reference technique.
C. third-party answer technique.
D. boomerang method.
E. counterbalance method.
Which of the following factors has the LEAST influence on an individual’s core belief
system?
A. Physical appearance
B. Religious background
C. Family upbringing
D. Life experiences
E. Personality
_____ refers to the formal, coordinated process of communication, authority, and
responsibility for sales groups and individuals.
A. Functional organization
B. Organizational acculturation
C. Formal organization
D. Organizational design
E. Organizational structure
To become a truly professional salesperson, you must be able to close under fire. The
expression “close under fire” means to:
A. shift the burden of obtaining proof to the prospect.
B. ignore the prospect’s objections and ask for the order anyway.
C. sell to customers before they reach the conviction stage of buying.
D. ask for the order even when the prospect is hostile or in a bad mood.
E. ask the prospect to increase an order even when additional products are unnecessary.
Stephen started a new company which manufactures vacuum cleaners. He hired four
salespeople and decided to use the door-to-door selling technique to sell his products.
Which selling approach will most likely be used by the salespeople?
A. Account segmentation
B. Undifferentiated
C. Customized
D. Specific
E. Unstructured
Peter is a salesman of Turner Associates, a machine tool manufacturer. During his
routine visit to a customer’s house, Peter finds out that the customer has a fresh
requirement for two lathe machines. According to the text, Peter should move back to
the _____ stage in relationship selling for the new machines.
A. approach
B. presentation
C. trial close
D. close
E. preapproach
“Do you know why you should be using synthetic motor oil in your new Lexus?” the
service manager asked Henri Wilton when he brought his new car to the Lexus
dealership for a routine servicing. What type of approach is the service manager using?
A. Product
B. Opinion
C. Curiosity
D. SPIN
E. Customer benefit
Which type of selling would most likely be used when a firm sells low-priced products
to customers who are geographically dispersed?
A. Benefit selling
B. Relationship selling
C. Partnering
D. Team-based
E. Transaction selling
A prospect tells a salesperson, ‘œI’m not interested in the type of products that you sell.’
The salesperson responds with, ‘œWhy?’ The salesperson has used the ________
approach for meeting objections.
A. pass up
B. dodge
C. denial
D. postpone
E. boomerang