The most straightforward, effective method of obtaining commitment is the benefit
summary method.
Rajesh always purchases cell phones manufactured by Telekom Inc. Thus, for Telekom,
Rajesh has a very low customer lifetime value.
As far as possible, a salesperson should avoid using open questions since they do not
stimulate the client to provide much information.
A canned presentation is designed on the basis of the needs of a customer.
Highly responsive people devote more effort toward controlling their emotions.
The traditional emphasis on getting the sale no matter what always has positive
consequences.
A seventeen-year-old high school student in the United States is not a prospect for a
salesperson selling alcoholic beverages because the student is not eligible to buy
alcohol.
Salespeople usually earn overtime pay for working more than 40 hours.
An effective defense against the good guy-bad guy routine is for the selling team to
know its position clearly and not to let the buyer’s negotiating tactic weaken it.
After almost a century of research, scholars have finally identified a definitive profile of
the personality characteristics of the “perfect” salesperson.
A firm’s products move from the manufacturer to the final user through a series of
institutions called a production network.
When making her sales presentation to an important customer, Sarah is frequently
interrupted by announcements coming through the company’s speaker system. Sarah is
experiencing noise.
A customer value proposition is a written statement that lists the call objectives for a
salesperson.
Before developing a sales strategy, salespeople must be aware of the suppliers or brands
the customer is considering.
Handouts are important for foreign buyers, especially those who are nonnative English
speakers.
The opposite of the competing mode for resolving conflict is the accommodating mode.
Firms have developed sophisticated systems to generate inquiries from leads by using
advertising and direct mail.
Upgrading, full-line selling, and cross-selling are sales strategies that work best with
existing prospects.
In inbound telemarketing, telephones are used to generate and then qualify leads.
Activities such as upgrading, full-line selling, cross-selling, and handling complaints
cease during the commitment stage of the relationship development process.
Videoconferencing or Webcasting has lost its popularity as a result of downsizing.
When a partnership is formed between a sales manager and a salesperson, the
salesperson has a better understanding of the demands of the job.
A contemplative posture during a sales presentation is a negative nonverbal signal.
When dissolution occurs in the latter stages of a relationship between two firms, the
loss of investments made in the relationship can be significant and have an impact
throughout both organizations.
Inside selling typically is more demanding than field selling because the former entails
more intense interactions with customers.
A trial order will not necessarily lead to a larger commitment.
A missionary salesperson’s job is to approach distributors and encourage them to sell
the manufacturer’s products.
When the office manager of an established dentist orders a new case of the same brand
of dental floss that the dentist’s office has been using for years from the same source, it
is considered a straight rebuy.
It is important for salespeople to consider the company’s overall promotional campaign
when developing multiple call objectives for a prospect.
An important aspect of career management is to set life-based objectives and use those
to determine your career objectives.
Body movements directed toward a person indicate boredom, apprehension, or possibly
anger.
Customers value sales representatives who go out of their way to help with problems
and promotions.
When All-Star Productions Inc. releases a new movie, it usually advertises on
television, gives out sales promotion items at fast-food restaurants, creates a website for
the movie, holds special showings, and encourages people to talk about the movie. This
coordination of all the efforts is called:
A. generative marketing.
B. tactical marketing.
C. integrated marketing communications.
D. the marketing concept.
E. relationship marketing.
Which of the following is a way that companies use the Internet to generate leads?
A. By developing an extranet
B. By placing ads on commonly used pages
C. By using social media tactics like live chat on networks
D. By using e-mail messages
E. All of the above
A(n) _____ opening involves actually providing a demonstration as soon as a
salesperson meets a prospect.
A. compliment
B. curiosity
C. product
D. introduction
E. referral
Ryan wants a vendor who will provide ingredients for his restaurant each day according
to the number of reservations he has for that evening. Ryan is looking for a vendor who
will provide:
A. collusion pricing.
B. just-in-time inventory control.
C. material requirements planning.
D. a tying agreement.
E. none of the above.
Most training given by firms to their experienced salespeople is:
A. related to stress management.
B. related to developing basic skills.
C. related to adapting to the selling firm’s corporate culture.
D. sales skills related.
E. product related.
The question, “Can the lead be approached favorably?” refers to whether:
A. the salesperson is able to make a good first impression on most prospects he or she
approaches.
B. the prospect is merely a lead or is a qualified lead.
C. the salesperson has anything to offer the prospect.
D. the prospect has the authority to take the deal forward.
E. the prospect is accessible to the salesperson.
Which of the following is an example of a situation question that might be used with
the SPIN technique?
A. “What would you do if an employee was injured because you neglected to repair
your sander?”
B. “If I can show you how to use less energy per cubic foot in your freezer bins, would
you be interested?”
C. “Is your current machine difficult to repair?”
D. “What kind of scanner program are you currently using?”
E. “Do storms disrupt your electrical power?”
In the context of routing, variable call patterns occur when:
A. paperwork regularly requires a full day to complete.
B. the salesperson must call on accounts in an irregular order.
C. computer assistance is unavailable.
D. a particular customers wants to see the salesperson every Monday.
E. the telephone and direct mail are used for prospecting.
TMV Auto uses a computer-to-computer linkage, called HarpLink, to manage its annual
export of 65,000 vehicles. HarpLink provides worldwide control, invoicing, and
information about ports, carriers, and custom documentation. HarpLink exemplifies
_____.
A. a local area network
B. material requirements planning
C. a spreadsheet program
D. electronic data interchange
E. database marketing
Questions like “What else do you want to know about our product?” or “How does this
offer on our product sound to you?” are examples of:
A. trial closes.
B. customer needs statements.
C. benefit statements.
D. noncommittal signals.
E. buyer questions.
A sales call allocation grid classifies accounts according to account opportunity and
strength of position. The strength of position dimension indicates:
A. the value of resources the salesperson is able to focus on a customer.
B. how conveniently the sales rep is able to reach a customer’s office.
C. how much a customer needs the product and whether he/she is able to pay for the
product.
D. how strong the salesperson and company are in selling the account.
E. the distribution costs associated with serving a customer.
A champion is also known as a(n):
A. influential adversary.
B. gatekeeper.
C. spotter.
D. internal salesperson.
E. driver.
Which of the following is an example of an objection related to the price?
A. “I do not understand why you think I need to replace bumper cars; no one has been
injured in the ones we currently have.”
B. “I can’t buy the landscaping services of your company because your company is too
new to have any kind of reputation at all.”
C. “The fresh cut tulips you want to sell me are not that superior in quality to other
tulips that I can buy for less money.”
D. “I will not allow the carnival workers at this state fair to sell temporary tattoos
because I believe they are trashy.”
E. “I don’t think we need a shopping cart mover; we’ve just always let one of the stock
boys cruise the parking lot and gather carts manually.”
The term _____ refers to the degree to which a change affects an organization.
A. scope of change
B. change ratio
C. rate of change
D. change quotient
E. change agent
_____ is the ability to effectively understand and use one’s own feelings and the
feelings of people with whom one interacts.
A. Emotional intelligence
B. Adaptive learning
C. Environmental awareness
D. Generative learning
E. Behavioral intelligence
Before Harley can make a(n) _____ presentation, he will need cooperation from the
client in conducting an analysis of the client’s needs.
A. standard memorized
B. canned
C. customized
D. outlined
E. standardized
_____ is convincing the customer to use a higher-quality product or a newer product.
A. Seeding
B. Canvassing
C. Positioning
D. Upgrading
E. Feature dumping
Which of the following is the best example of a performance goal?
A. To increase the number of cold calls from 10 per month to 12 per month
B. To make more sales calls using the telephone
C. To increase the amount of sales revenue by 10 percent
D. To increase the number of sales made relative to the number of sales calls made
E. To increase the number of customer accounts relative to the number of cold calls
made
Which of the following statements about upgrading is true?
A. It is the same as cross-selling.
B. The objective of upgrading is to expand the seller’s business by selling to the
customer in bulk quantities.
C. To upgrade a customer the salesperson must show that the initial purchase was not
exactly what the customer needed.
D. During the needs identification phase of upselling, it is a good idea to emphasize that
the initial decision was a good one.
E. All of the above.
Which of the following statements is true of the responsibilities of a salesperson in
matters related to expense budget?
A. The salesperson does not have any control over whether expenditures are over or
under budget.
B. Ultimately it is the salesperson’s responsibility to manage the territorial budget.
C. Salespeople are primarily responsible for making the expense budget.
D. A salesperson cannot express an expense budget as a percentage of sales volume.
E. None of the above is true.
Which of the following is a benefit of the standard memorized sales presentation?
A. It ensures that the salesperson will provide complete and accurate information about
the company’s products and policies.
B. It is one of the most adaptive presentation techniques.
C. The salesperson’s ability to speak spontaneously is enhanced while using this type of
presentation.
D. It is based on a detailed analysis of an individual customer’s situation and needs.
E. It provides a high degree of flexibility to sales representatives because they need to
keep the changing needs of customers in mind.
Karla has just learned about the friendly silent questioning stare method (FSQS) of
responding to objections. She uses it in a meeting with a prospect the next day. In this
context, Karla is using a(n) _____ method of probing.
A. psychological manipulation
B. nonverbal
C. direct denial
D. revisit
E. acknowledge
Which of the following topics is avoided when a person prepares a conventional
business rsum?
A. Religious views
B. Education
C. Activities/hobbies
D. Work experience
E. Career objectives
Kerry encounters far more objections at the point in a sales call when she actually
attempts to gain buyer commitment than at any other time. This pattern suggests that
she:
A. should focus on providing better after-sale services.
B. may be omitting significant selling points in her presentation.
C. is asking too many questions during the presentation.
D. is doing a good job, since this is a normal pattern.
E. is creating an excessive level of interest in new prospects.
Instead of using her company’s standard memorized presentation, Fiona has developed
an outline presentation. She knows an outline presentation has the advantage(s) of
being:
A. informal and natural.
B. completely customized to customers’ needs.
C. simplistic and completely flexible.
D. gradual and powerful.
E. aggressive and sincere.
What should the salesperson NOT do if he or she fails to obtain commitment from a
prospect?
A. Show honest disappointment
B. Make plans to keep in contact with the prospect
C. Leave something behind with his or her company’s name, logo, phone number and/or
website imprinted on it
D. Thank the prospect for his or her time
E. Ask the prospect for permission to send him or her product literature mailings
Roger is a sales representative for a farm equipment supplier. Almost twice a month, he
visits Frank Copeland’s farm. Copeland has not bought a new piece of equipment from
Roger in the last 20 years, but he always seems to know who is looking to buy Roger’s
goods. Copeland likes to gossip and shares his information with Roger freely. Frank
Copeland would be a good example of a:
A. deep seller.
B. driver.
C. center of influence.
D. free canvasser.
E. spotter.
If Joe’s Safety Supply Inc. quotes an FOB destination price to a factory buying five
hazardous waste disposal units, it indicates that:
A. Joe’s Safety Supply will pay all freight charges.
B. the factory will pay all freight charges.
C. the factory will assume complete responsibility for the units once they leave the Joe’s
Safety Supply loading dock.
D. Joe’s Safety Supply and the factory will split all shipping charges.
E. the factory will pay for any damage caused to the units while shipping.
The last step in the buying process is the:
A. establishment of a long-term relationship with the seller.
B. receipt of the product.
C. vendor analysis.
D. evaluation of product performance.
E. placement of the order.
Which of the following statements about the commitment stage of partnership
development is FALSE?
A. Commitment to the relationship must permeate both the buying and the selling
organizations.
B. The seller must take a proactive communication stance.
C. The corporate cultures of the two organizations must be compatible.
D. Salespeople must discourage direct communication among similar functional areas
of the two firms.
E. There is an implied or stated pledge to continue the relationship.
The chief executive of Norell, an agency that supplies businesses with temporary
workers, realizes that the health care industry necessitated temporary workers as much,
if not more, than goods-oriented businesses. Which of the following stages of the
buying process does this illustrate?
A. Preparation of the salesperson’s presentation
B. Evaluation of alternatives
C. Development of specifications
D. Recognition of a need
E. Evaluation of the result of sales calls
In the _____ method of handling objections, the salesperson tells the prospect the
objection presented is not true but does so in a manner that softens the response.
A. acknowledge
B. referral
C. postpone
D. indirect denial
E. turndown
Which of the following is the best example of an open question?
A. Do you want your order to be delivered in the morning or in the afternoon?
B. Will you be buying three or four boxes of these customized candles?
C. Will you be paying cash or charging these items to your account?
D. Why do you consider June to be your most productive month?
E. Do you have a method to display the Christmas ornaments?
Which of the following statements is true about job application forms?
A. Application forms should include factual questions concerning the profile the hiring
company established for the position.
B. Rsums provide very different types of information than application forms do.
C. Application forms are often too individualized.
D. Responses on application forms should never be used to structure personal
interviews.
E. Application forms should typically include questions to gauge the job applicant’s
response to stress.
Irene is a salesperson for Pro, a company selling sports and driving gear. Irene begins
her meeting with a prospect by stating that “Driving an 18-wheel truck eight hours a
day must be hard on you physically, but you can reduce some of that fatigue by putting
this special cushion in your truck seat,” and she hands a sample to her prospect. Irene is
using the _____ opening.
A. compliment
B. curiosity
C. product
D. introduction
E. referral
What does the abbreviation NAICS stand for?
Lee, the sales rep for GE CT scan systems, is required to call on four hospitals per
month. Which type of quota does Lee have?
Briefly describe the characteristics of people who resolve conflict in a competing mode.
Why do salespeople use closed questions?
What method of commitment is the salesperson using when he asks the prospect, “How
does my company’s system for monitoring refrigeration leaks sound to you?”
In which type of selling do salespeople have great difficulty establishing a need in the
buyer’s mind?
Responding to objections in a helpful manner requires careful thought and preparation.
What are some of the traits and behaviors salespeople can commit to when preparing
their responses to objections from prospects?
What is the role of a salesperson as an account team manager?
How does an ABC analysis use the 80/20 rule?
What is the difference between a lead and a prospect?
Describe a method that buying centers use to reduce risks.
What are the features of indirect denial? For which personality types is this method
most effective?
Jack is a salesperson for a window and door distributor. Why should he pay close
attention to the demand for new housing and the number of new high-rises getting
building permits?
Discuss the various ways in which companies are using the Internet to solicit leads.
Hylana walks into a prospect’s office and sees a diploma from California Polytechnic
College, a number of models of company products, and a library of reference manuals.
She also notices a meticulously organized desk and brochures of her competitors that
her prospect has been using to conduct market research thoroughly. Under which
category of the social style matrix would you place Hylana’s prospect?
What is creeping commitment?