Most nonverbal closing clues are easy to detect and interpret.
Research indicates that about half of lost customers leave due to price considerations.
The first step in territory management is to classify all customers according to potential
sales volume.
If the prospect’s most preferred communication style is reflective, the salesperson
should avoid actions that are too informal.
Customers almost never buy products from someone they dislike.
The salesperson should use a standard entertainment activity for all customers to avoid
the appearance of favoritism.
As the quality of audiovisual presentations improves, the salesperson’s importance will
diminish.
Buyer behavior is often influenced by perception.
Culture is the sum total of beliefs, values, knowledge, ethnic customs, and objects that
people use to adapt to their environment.
When measured by either the number of people employed or expenses as a percentage
of sales, personal selling is often the major promotional method used by American
businesses.
Although developing relationships with customers frequently leads to repeat business,
such partnering rarely triggers referrals.
A company that ignores the marketing concept will not have any negative effects.
Customer relationship management (CRM) software aids salespeople in creating and
maintaining relationships with customers.
The foundation for win-win negotiations is a relationship with the customer built on
trust and rapport.
A value proposition is best defined as a:
A) set of benefits a firm promises to deliver to satisfy customer needs
B) demand-based model for structuring the marketing mix
C) strategy for aligning features and prices
D) firm’s international positioning strategy
E) function of long term production costs
An effective sales demonstration is the result of both:
A) showmanship and visual stimulation
B) timeliness and talent
C) confidence and congeniality
D) planning and practice
E) personality and skills
A sales manager runs what she calls “an all-out blitz” with her department to focus on
closing sales in the last month of the third quarter. Her department exceeded its quota
by 20%. The strategy involved a focus on closing as many pending sales as possible and
moving customers in the evaluation stage to the buying stage.
During the fourth quarter, the team closed fewer sales than in the third quarter and only
generated 50% of the amount that was made in the third quarter.
What critical error did the sales manager most likely make in the all-out blitz month?
A) She focused on sales and forgot about modeling ethical behavior for her team.
B) She pushed the product too strongly and lost focus on the customers’ needs.
C) She relied on the excitement of a sales promotion instead of focusing on personal
selling.
D) She incorrectly calculated commissions relative to sales for her team members.
E) She failed to look at pipeline analytics and notice the lack of prospects in the
pipeline.
Psychic income in selling most likely refers to which one of the following?
A) visibility provided by working in the sales department
B) satisfaction of being on a commission payment plan
C) high commissions earned because of successful “intuitive” selling
D) opportunity to be a member of the sales team
E) job recognition afforded sales personnel
How should Lindell best help John to understand that the late delivery was not his
fault?
A) Lindell should email John copies of news stories about the blizzard.
B) Lindell should ask the head of shipping to call John and take responsibility for the
late delivery.
C) Lindell shouldn’t worry about making John understand and should just refund his
money.
D) Lindell shouldn’t worry about making John understand and should just apologize
and let John express his feelings.
E) Lindell shouldn’t worry about making John understand and should try to sell John
another machine.
The most likely reason for salespeople to make follow-up telephone calls to customers
is that:
A) follow-up calls are more efficient than e-mails
B) sales managers cannot make all the calls themselves
C) the customer may place repeat orders during a phone call
D) customer service representatives cannot be trusted to make the calls
E) the customers are certain to have complaints and issues that need to be addressed
A sales call plan is:
A) a daily action plan initiated by the salesperson
B) a weekly action plan, often initiated by the sales manager
C) a monthly action plan, initiated by the salesperson
D) a record of sales calls that have been made in the previous month
E) a record of sales calls that are to be made that day
Which of the following statements accurately describes value-added selling?
A) Value-added selling has emerged as a response to the product strategy.
B) Value-added selling has emerged as a response to the customer economy.
C) Value-added selling surfaced during the era of transactional selling.
D) Value-added selling would not be an appropriate strategy in international markets.
E) Value-added selling is only appropriate for services, not products.
Once a salesperson has lost a deal, the salesperson should:
A) remove the client’s records from the CRM system
B) send the client an email expressing displeasure with the negotiation process
C) avoid any future contact with the client
D) make sure the client knows about the weaknesses of the competitor
E) keep the door open for future sales
To train the sales reps, the company should most likely:
A) ask the sales reps to read three classic sales texts and engage in a role-playing
workshop
B) hire a trainer who understands sales techniques to train the sales reps in groups of
three
C) send the sales reps to a standardized course that teaches sales theory
D) develop an in-house training course focused on product knowledge supplemented by
a refresher in sales techniques delivered by a hired company
E) send the sales reps to shadow the product developers to learn how they develop
products for the company
Braeden Innovations is a company that sells database systems and software integration
packages to schools and universities. Victoria Canning is an inside sales representative
with Braeden Innovations. As an inside sales representative, she makes sales
presentations via webinar and contacts clients and prospects by phone, email, and
instant messaging, all from her home office. She says the best thing about her job is
having a fulfilling professional career but never having to commute to an office.
Because Victoria and the account manager she partners with are not in the same space
but need to have access to the same information, it is vital that they both use:
A) the same type of computer, so they can share files seamlessly
B) a web conferencing system that allows them to show each other files and documents
C) mobile phones that allow them to send and receive text messages instead of
landlines that do not allow for text messaging
D) a computerized, Internet-based CRM system that allows them both to enter and
access information about their clients
E) the same email client so they can read emails from each other
Emmanuelle Djubo is a sales representative for a firm that makes textiles using a
traditional dyeing process. The firm exports its products to companies in the fashion
and home decorating industries internationally. Emmanuelle is at a trade show and runs
into Suzanne, one of the buyers for the largest home decor retailer in Australia.
During the sales presentation to the Australian firm, Emmanuelle should most likely:
A) make adaptations based on the needs of the prospect
B) highlight features that show her firm’s superiority
C) set a price high enough to leave room for negotiation
D) raise strong reasons for not purchasing from competitors
E) create a marketing campaign that will appeal to mass audiences