Integrity and trust form the attributes that distinguish the organization and salesperson,
often referred to as character.
Partnering refers to working continually to improve the customer’s operations, sales,
and profits.
An effective salesperson converts follow-up and service situations into sales.
The first discussion point in a sales presentation should address the features,
advantages, and benefits that the prospect desires.
When using the T-account close, some salespeople discuss the reasons not to buy first,
followed by the reasons to buy.
An organization using relationship marketing to facilitate quick, one-time sales.
A standing-room-only close is used to persuade an indecisive prospect to make a
decision sooner rather than later.
Today employers have the right to terminate salespeople for poor performance,
excessive absenteeism, unsafe conduct, and poor organizational citizenship.
Negotiation refers to reaching an agreement that is mutually satisfactory to both buyer
and seller.
A SMART sales call objective is specific, measurable, actionable, reliable, and
temporary.
Ninety-nine percent of your first conversation with a networking prospect should be
about your products and services.
Monitoring advertising and sales promotion activities enables salespeople to include
current data and prices into sales presentations.
Successful salespeople ask the closing question and then briefly summarize the
product’s benefits.
The difference between the direct and indirect denial is that the latter is more tactful
and courteous.
The salesperson should answer the prospect’s question of “What’s in it for me?” with a
product advantage.
A salesperson’s conceptual skills allow the salesperson to see the selling process as a
whole and the relationship among its parts.
First-line managers spend less time directing the performance of the sales force than
higher-level managers.
The last step in the process of evaluating a salesperson is to:
A. develop mutually agreed-on objectives.
B. summarize the total performance evaluation.
C. finalize the performance evaluation.
D. formalize the evaluation and objectives.
E. summarize major sales management issues.
Which of the following is a component of sales call planning?
A. Forecasting long-term sales and profits
B. Analyzing vendors of the customer
C. Developing the customer profile
D. Perceptual mapping
E. Market testing
With a regressive compensation plan, a:
A. salesperson’s commission rate decreases as total sales increase.
B. salesperson calls on more accounts each week until reaching saturation.
C. salesperson’s territory is increased exponentially as total sales increase.
D. salesperson earns a base amount plus bonuses for meeting superlative goals.
E. salesperson is financially disciplined for spending too much time on nonselling
activities.
A salesperson’s chosen presentation method and approach technique should most likely
be based on which of the following?
A. Delivery schedule
B. Product and prospect
C. Customer preference
D. Interest and demand
E. Group behavior
Surveys have found that salespeople are rated low on ethics and honesty. What is the
most likely reason for such results?
A. People believe products are overpriced.
B. People lack trust and confidence in sales personnel.
C. People perceive that salespeople sell low quality goods.
D. Salespeople are unable to encourage impulsive buying during sales calls.
E. Most firms lack sales forces that have adequately qualified and trained personnel.
According to the Golden Rule of Selling, which of the following is essential for
building a true relationship between the buyer and seller?
A. Organized presentations
B. Value pricing
C. Qualified salespeople
D. Continuous interaction
E. Ethical service
Terrence sells office equipment and is asked by a prospect, “How does your product
compare to the one I’m currently using?” To prepare for this question, Terrence should
have:
A. planned a trial close.
B. examined the competition’s ads.
C. checked his firm’s code of ethics.
D. practiced question-avoidance techniques.
E. talked to former employees of his competitors.
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 Coke bottlers in Rome most likely instructed the firm’s sales force to use:
A. transactional marketing.
B. relationship marketing.
C. loyalty exchanges.
D. distribution licensing.
E. transformational selling.
The customer benefit approach is most useful when the salesperson:
A. knows the prospect’s critical needs.
B. calls on a new, unfamiliar prospect.
C. develops a lengthy sales presentation.
D. sells a complex, technical product.
E. sells newly redesigned products.
Lev Knossos sells high tech equipment and software to companies in Greece. When he
first started selling to Greek businesses, he was told that the Greek market lagged
behind others in the use of technology. After conducting research, Knossos visited the
Commercial Bank of Greece and explained how his products could create Web pages
for the bank and facilitate banking transactions. By applying his product knowledge to
solve a technology issue that he identified, Knossos took the role of:
A. tactical partner.
B. creative problem solver.
C. low-involvement decision maker.
D. transactional partner.
E. exchange creator.
Which statement about sales force budgeting is most likely true?
A. The sales force budget is the amount of money available for an unspecified time
period.
B. Portions of the overall sales force budget may be reassigned to lower level managers.
C. Sales force budgets are typically set for one month periods to allow flexibility.
D. Revenue projections have no influence on sales force budgets.
E. Companies should base budgets on subjective judgments.
Cooling-off laws apply only to:
A. sales made in out-of-town offices, regardless of value.
B. sales that include verbal guarantees.
C. sales over $25 made door-to-door.
D. sales over $50 made in hometown offices.
E. sales over $100 made in hometown offices.
Performance evaluation is a part of the _____ element of a sales manager’s motivation
mix.
A. basic compensation plan
B. special financial incentives
C. synergistic techniques
D. nonfinancial rewards
E. management control procedures
“Just picture how excited your daughter will be when you buy her this new
convertible,” is an example of a(n):
A. suggestive proposition.
B. prestige suggestion.
C. direct suggestion.
D. image suggestion.
E. autosuggestion.
The headline of an advertisement for a 1930s automobile manufacturer read, “We
know what our customers want! They want our new luxury sedan!” You can infer from
reading this headline that the manufacturer had a(n) _____ orientation.
A. customer
B. environmental
C. marketing
D. production
E. promotion
Joel recently attended a seminar on improving listening skills. Because of what he
learned at the seminar, he is actively trying to hear what the prospect is saying.
However, he is not making an effort to understand the prospect’s intent. At what level is
Joel listening?
A. Evaluative
B. Routine
C. Dynamic
D. Active
E. Marginal
A(n) _____ has the ability to develop and combine nontraditional alternatives to meet
the specific needs of the customer.
A. tactical partner
B. creative problem solver
C. quick decision-maker
D. transactional partner
E. exchange innovator
Which of the following is the best example of a nondirective question?
A. “Do you prefer the napkins to be 100 percent cotton or a cotton-polyester blend?”
B. “Did I understand you to say that your family has never taken a vacation?”
C. “Would you agree that the Lexus is one of the best cars on the road today?”
D. “What features are you interested in adding to your swimming pool?”
E. “Will you want your new refrigerator delivered Monday or Tuesday?”
Which of the following statements about economic needs is true?
A. Economic needs are unimportant to most consumers.
B. Economic needs are rarely considered during times of economic recession.
C. Economic needs refer to the buyer’s need to behave in an economically rational
manner and buy the lowest priced item available.
D. Economic needs refer to the buyer’s need to purchase the most satisfying product for
the money.
E. A product priced higher than the competition’s is doomed to failure because it
satisfies no economic need.
All of the following are the most important traits purchasing agents find in their top
salespeople EXCEPT:
A. willingness to find out the prices of the competition.
B. thoroughness and follow-through after the sale.
C. willingness to go bat for the buyer within the supplier’s firm.
D. knowledge of the firm’s product line.
E. preparation of sales calls.
According to the text, tact is particularly crucial in using the _____ technique for
handling objections to avoid offending the prospect.
A. pass over
B. rephrasing
C. direct denial
D. pre-emptive
E. indirect denial
According to the text, what are the two major functions of a business firm?
A. Strategies and tactics
B. Production and marketing
C. Production and selling
D. Selling and marketing
E. Buying and selling
You are a salesperson for a manufacturer of neonatal incubators. While you are making
the presentation, your prospect, a hospital administrator, receives a telephone call. What
should you do if you determine this is a personal call?
A. Insist the hospital administrator ignore the call since this is your appointed time.
B. Look over the material you previously covered and prepare a written summary.
C. Politely request for the attention of the prospect.
D. Remain quiet and wait for the prospect to finish talking.
E. Offer to leave the room.