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Some prospects view the continuous-yes close as an insult to their intelligence.
Respect, trust, time, and friendship are key elements in any salesperson's success.
The receiver is the person for whom communication is intended.
The problem-solution method is best suited for selling insurance and similar financial
products.
A retail salesman explains the features of a television. After listening to the salesman,
the prospect asks, "How much is it?" This question is clearly an objection.
Salespeople should deal with sensers in a factual manner using graphs, models, and
samples.
Successful people have a tendency to make, implement, and evaluate plans.
The problem-solution sales presentation consists of six steps. It begins when the
salesperson and the prospect agree on the problems that the buyer wants solved.
Eldon Hensley is a sales representative at Amass Innovations, a firm that manufactures
tankless water heating systems. He gives travel certificates and gifts to purchasing
executives who buy numerous products from him. This is an example of bribing.
Multiple world religions adhere to the Golden Rule.
Salespeople should receive evaluations at the end of every performance cycle.
National advertising is sometimes limited to the top 100 markets in order to provide
more punch per ad dollar.
Sales contests serve as incentives to achieve long-term sales goals, but they typically
lead to high levels of absenteeism and turnover.
When a salesperson says, "This glue will form a stronger bond than any other glue on
the market," the salesperson is providing a product feature.
Salespeople act as business managers for their territories.
Acquaintances experience low levels of wisdom and trust.
Opposition or resistance to the information provided by a salesperson is called a sales
objection.
Success in selling requires minimal preparation before sales calls but a significant
degree of work during calls.
With reference to sales promotion, POP stands for price-on-purchase.
It is appropriate to use a trial close after discussing information relative to overcoming
the objection.
Before the Great Depression of the 1930s, companies were primarily focused on:
A. production.
B. bartering.
C. customer service.
D. relationship marketing.
E. social responsibility.
Which term refers to maintaining contact with a customer in order to evaluate the
effectiveness of the product and the satisfaction of the customer?
A. Internalization
B. Resale
C. Follow-up
D. Sales penetration
E. Transaction selling
The _____ objection is used widely because it politely gets rid of the salesperson.
A. hidden
B. product
C. no-need
D. stalling
E. money
Which of the following is LEAST likely an ethical issue faced by most sales
managers?
A. Employee rights
B. Sales territories
C. Sales pressure
D. Benefits flexibility
E. Personnel substance abuse
Which of the following statements about products, goods, and services is true?
A. Products are a bundle of purely intangible attributes.
B. Services are tangible products.
C. Goods are physical objects that can be purchased.
D. Salespeople never or rarely sell services.
E. Products only refer to physical objects.
"You ought to buy that scarf. It is just like the one I saw actress Julia Roberts wearing
when she visited the Metropolitan Museum." The salesperson is making a(n):
A. ideal-self suggestion.
B. autosuggestion.
C. countersuggestion.
D. prestige suggestion.
E. direct suggestion.
Garth sells spray booths for repainting vehicles to shops that repair wrecked vehicles.
The spray booths are used for painting cars and trucks and come in a variety of sizes.
The spray booths are used to contain the paint and to protect the car surface while the
paint is drying. When Garth called on Elwood Body Shop, his _____ was to sell the
body shop owner one of his company's taller spray booths designed for trucks.
A. selling proposition
B. marketing plan
C. sales call objective
D. FAB plan
E. customer profile goal
The city manager has to buy a replacement traffic signal with the same specifications
as the other signals currently in use in the city. The manufacturer from which he
purchased the last 12 signals has gone out of business and a new supplier has to be
selected from a group of three possible companies. To make this purchase, the city
manager will have to use _____ decision making.
A. routine
B. intensive
C. limited
D. extensive
E. selective
Which of the following is NOT a feature associated with electronic calendar
management?
A. Links scheduled events with accounts
B. Assigns relative priorities to items listed
C. Automatically checks for scheduling conflicts
D. Reduces time management errors
E. Includes product order history
A flower distributor asked the Fresh Farms sales representative if the company had any
red roses in stock. The sales representative listed six varieties of red roses and 27
varieties of reddish-pink roses that Fresh Farms had available. The sales representative
most likely forgot to follow the:
A. L-O-C-A-T-E rule.
B. SELL sequence.
C. Golden Rule.
D. SWOT analysis.
E. KISS rule.
LeAnn, a salesperson for a Honda dealer, has spent the last 20 minutes with a
customer who came to the showroom. LeAnn listened carefully to the customer and
asked questions about the customer's needs and interests. LeAnn has determined that
the customer most likely needs a Honda Civic. What should LeAnn do next?
A. Show the customer both a Honda Civic and a Honda Accord
B. Discuss the number of Honda Civics on the road
C. Share the history of Honda Civics
D. Discuss the benefits of the Honda Civic
E. Determine monthly costs for buying a Honda Civic
_____ refers to the activities and programs provided by the seller to make the
relationship satisfying for the customer.
A. Customer service
B. Skimming
C. Transaction selling
D. Customized marketing
E. Direct marketing
Which of the following would most likely occur in the approach phase of a sales
presentation?
A. Describing features, advantages, and benefits
B. Asking for the prospect's business
C. Explaining product usage
D. Building rapport
E. Reselling
An ethics ombudsperson:
A. is also called a whistle-blower.
B. writes the company's code of ethics.
C. interacts with stakeholders on a daily basis.
D. handles all negative publicity for an organization.
E. officially assumes the role of corporate conscience.
_____ is defined as the recruitment and selection of applicants for sales jobs.
A. Employment planning
B. Motivational directing
C. Sales forecasting
D. Corporate leading
E. People planning
Which of the following is characteristic of the memorized sales presentation?
A. Requires prior contact with buyer
B. Perceived as high pressure selling
C. Used for multi-day presentations
D. Lacks structure and organization
E. Opens with questions to prospect
_____ is a quantitative technique for determining the level of sales at which total
revenues equal total costs.
A. Sales response function
B. Equilibrium analysis
C. Variable cost analysis
D. Break-even analysis
E. ELMS function
Coca-Cola
For decades, people in Rome, Georgia, drank more Coca-Cola per capita than anywhere
else in the world. That success has been attributed to the Barron family who were the
local bottlers for Coke products. The Barrons believe that their success was due to
customer loyalty. Through most of the twentieth century, the bottler cultivated small
retailers and worked hard, selling Coke from stores to schools to doorsteps. The
personal service is remembered by people who grew up in Rome. When someone
passed away, the Coke salesperson would leave a couple of cases on the deceased's
family's front porch.
The gift of cases of Cokes to families is one indication of how the Rome bottler
provided a high level of _____ that led the citizens of Rome to become loyal Coke
drinkers.
A. service quality
B. empowerment
C. sales collaboration
D. post-sales service
E. quality control
Which type of suggestion is intended to evoke an opposite response from the prospect?
A. Countersuggestion
B. Autosuggestion
C. Prestige suggestion
D. Manipulative suggestion
E. Indirect suggestion
_____ is the definition of a sales position in terms of specific roles or activities to be
performed, and the determination of the personal qualifications suitable for the job.
A. Job forecast
B. Task alteration
C. Job formulation
D. Job analysis
E. Job reengineering
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."
A _____ would provide Peter Austin with information about who makes the buying
decisions for a prospective corporate customer, the buyer's background, and what kind
of credit and delivery terms the account requires.
A. customer profile
B. FAB formula
C. customer benefit plan
D. value analysis
E. SWOT analysis
The MTI Precision Products salesperson made a sales call to a dentist and described
MTI's new drill as having "unbelievable cutting power" and being "perfectly balanced
to reduce hand fatigue." The dentist commented that he has never purchased an MTI
drill because they seem overpriced and unreliable. In terms of the communication
process, the dentist:
A. provided feedback.
B. encoded the message.
C. created significant noise.
D. decoded a nonverbal message.
E. altered the communication channel.
A sales manager should most likely use a _____ style of leadership if the sales force
contains highly motivated, seasoned salespeople who strive to be top performers.
A. persuading
B. telling
C. consulting
D. delegating
E. empathizing
A prospect responds positively to the need-payoff question in the SPIN approach. What
should the salesperson do next?
A. Request a purchase
B. Ask direct questions
C. Provide statistical data
D. Move into a sales presentation
E. Ask additional 'œproblem' questions
Describe a regressive commission plan. When would a company use a regressive
commission plan?
What changes occur when a salesperson is promoted to sales manager?
What are the two assumptions on which a memorized presentation is based?
What are the four steps involved in creating a customer benefit plan?
Define ethical behavior. Provide specific examples of ethical behavior.
What are the five communication mediums that a buyer uses to send nonverbal
signals? Why should salespeople recognize such signals?
What are the advantages of using a combination salary plan?
When the Nova Chemicals salesperson walked into the office of a company that uses
chemicals in its manufacture of plastic molds, the buyer looked up and said, "I'm too
busy to see any salesperson today." What type of objection did the buyer use? How
should the salesperson respond?
What common problems do new managers frequently face? What attitudes and
qualities help new sales managers overcome these difficulties?
How do salespeople impact society?
