Consultative-style selling practices have become popular because they can be easily
mastered.
Multi-call sales presentations are common in many areas, but not in the retail field.
The premium approach involves giving the customer a free sample or an inexpensive
gift.
Prospects are likely to use past performance of a company to evaluate the quality of the
current product offering.
Communication style is based on a combination of hereditary and environmental
factors.
Once an entrepreneur’s company is successful, the entrepreneur no longer has to sell.
Managers do not need sales skills because they need to obtain information from clients,
not communicate information to clients.
A solution is a mutually shared answer to a recognized customer problem.
In most selling situations, prospecting begins with a study of the market for your
product or service.
Role playing is the best-known way to experience the feelings that accompany closing
and to practice the skills needed to close sales.
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.
Emmanuelle has made an initial approach to the largest home goods retailer in Australia
and has gained some basic information about the retailer’s buying process. She has also
made contact and established rapport with key buyers for the retailer. What is
Emmanuelle’s next step in the presentation plan to the retailer?
A) making an initial introduction so the buyers know who she is
B) talking to the buyers to determine their needs
C) asking for the sale
D) making a formal sales presentation, including presenting benefits
E) negotiating the price the retailer will pay
Tyler is bringing technical reports, company brochures, and written testimonials from
customers to the sales meeting. Which need-satisfaction strategy is Tyler most likely
going to use?
A) reminder
B) persuasion
C) informative
D) adaptive
E) canned
Roni is taking a time management class as an elective in college because she feels she
occasionally struggles with managing her time and tasks. What effect do time
management skills have on a career in sales?
A) Time management skills are the key to sales, so someone who is not extremely
organized cannot succeed in this career.
B) Time management skills are necessary to be able to set priorities and manage the
various tasks of sales while setting one’s own schedule.
C) Time management skills are difficult to learn if one is not born with them, so it is
unlikely that someone without an internal sense of organization will be successful in
sales.
D) Time management skills are not a huge issue for salespeople because the sales
manager sets the list of tasks and priorities, so the salesperson just needs to follow the
list and execute.
E) Time management skills do not intersect significantly with the tasks required to be
good at sales.
Matt, a computer salesperson, tells a prospect, “As I described earlier, we have two
financing methods available. Which of them do you prefer?” Matt is most likely using
which closing method?
A) step-by-step
B) special concession
C) direct appeal
D) multiple options
E) assumptive
In order to bring the Walker Hotel and Convention Center up to industry standards, each
guest room was redecorated with new wallpaper, drapes, carpeting, mattresses, and
sofas. Melanie Simms, sales manager for the Center, has recommended that guest
rooms be upgraded with the addition of wide desks, free wi-fi, and 24-hour room
service. From the viewpoint of most business travelers, these changes would result in
the creation of a(n):
A) potential product
B) generic product
C) expected product
D) mature product
E) value-added product
Consideration is most likely characterized by:
A) prioritizing the group over the individual
B) caring more about the welfare of employees than about self
C) becoming personal friends with employees and their family members
D) establishing a climate of good two-way communication between a leader and team
members
E) ensuring close supervision of each salesperson to make sure they adhere to company
policies
Reciprocity is sometimes, but not always, unethical behavior. Which of the following
situations is an example of reciprocity which is unethical behavior?
A) An architect refuses to allow any other builders to build her designs because she
doesn’t trust the quality of the jobs performed by other builders. The builder does not
build designs by other architects because other architects cut corners in the designs.
B) A plastics company is willing to develop a special process for coating nonstick
cooking equipment. As a thank-you, the cooking equipment company allows employees
of the plastics company to use the same employee discount its own employees enjoy for
purchases of cooking equipment.
C) A restaurant chef buys all his produce from the local farmers’ market. The farmers
and workers at the market eat their meals at that restaurant on the days they sell at the
market.
D) A garbage hauling service requires that a hotel chain give a discount to employees of
the garbage hauling service in exchange for discounted garbage hauling services for the
hotels.
E) The merchants in one neighborhood of a large city have decided to engage in a “buy
local” campaign and to patronize each other whenever possible, even if they could find
slightly lower prices in other areas of the city.
Alana Pierce is the director of Membership Programs for the Tammerline Zoo. She
develops the programs and sells them to zoo visitors. The programs are tiered and
include discounts and special perks for members.
A member contacts Alana to complain about parking. Every time she brings her
children to the zoo, the members-only parking lot is full, and she is forced to park
farther away in the general admission parking lot. When Alana receives such calls, she
should most likely:
A) refer the problem to the maintenance department
B) identify whether the complaint is real or perceived
C) allow customers to express their feelings
D) avoid explaining the cause of the problem
E) offer to cancel the membership
Just Candles, a supply house for scented and unscented tapers and other ceremonial
candles to houses of worship, restaurants, and other establishments, has experienced a
downturn in business in the last two years. Upon investigation, the owner of Just
Candles learns that the same candles that they sell are available from online retailers for
at least 10% less. The firm will not be able to survive if customers continue purchasing
from competing e-retailers. Just Candles maintains a storefront for selling candles but
does not provide other services or products.
Which of the following would most likely enable Just Candles to recapture their
previous customers and gain new customers?
A) Just Candles could lower their prices on less popular candles to create “loss leaders”
that would induce new customers to purchase regularly-priced candles from them.
B) Just Candles could shut down their retail location to cut overhead and move their
business to the Internet, where they could charge lower prices and compete with other
online candle retailers.
C) Just Candles could send out a mailing to all their customers reminding them that
they carry a full line of candles.
D) Just Candles could move their store to a more visible and expensive location in the
mall.
E) Just Candles could announce a “candle of the month” program to discount candles
that traditionally haven’t sold as well as their other candles.
Braeden Innovations is a company that sells database systems and software integration
packages to schools and universities. Po Komacho is a trade sales representative with
Braeden Innovations. As a trade sales representative, she promotes the company and its
products to software resellers and supports their sales representatives in selling
Braeden’s software to clients. A large part of her job involves attending industry trade
shows and working at the Braeden Innovations booth at the exhibit hall of the trade
show.
Since Po covers both trade shows and resellers, it make most sense for her to organize
her territory by:
A) date of trade show and location of reseller
B) date of trade show and complexity of reseller
C) time zone of trade show and time zone of reseller
D) size of trade show and size of reseller
E) size of trade show and zip code of reseller
If a salesperson was attempting to develop a feeling of ownership in a prospect
shopping for a diamond ring, the salesperson should most likely:
A) explain the concept of the four C’s in terms of diamonds
B) explain the store’s installment payment plan for jewelry
C) lay the ring on black velvet to enhance its brilliance
D) inform the customer of the gem’s clarity
E) encourage the customer to try on the ring
The two major methods for salespeople to increase their sales volume are by improving
selling effectiveness and:
A) spending more time in actual selling situations
B) dispensing with tedious recordkeeping
C) saving time with telephone calls
D) developing a series of personal goals
E) increasing prospecting activities
Women’s swimwear designer Meli Kinaua’a designs high-end swimsuits. The suits are
sexy in style, but fit a wide variety of body shapes and sizes, which is unusual in the
high-end market. Sales director Jeannie Park sells the suits to boutiques at exclusive
resorts and hotels. These boutiques usually carry other high-end swimsuit lines.
Which of the following is a need-satisfaction question Jeannie could ask a boutique
buyer?
A) Can we arrange delivery for next Wednesday?
B) Do the bigger guests buy the swimsuits you currently sell?
C) What are the shapes and sizes of the guests at the resort?
D) So, the swimsuit lines you currently stock do not sell to larger or older customers?
E) What if we could give you a line of suits that could increase your sales by 20%,
would that be valuable?
The primary purpose of measuring sales force productivity is to:
A) calculate the number of calls each salesperson makes every quarter
B) compare the number of sales presentations each salesperson makes
C) calculate the firm’s total sales volume for a specific period of time
D) analyze the profitability of each salesperson’s sales volume
E) assess the ratio of profits to sales for the sales force
As the level of competition increases, especially in the case of a mature product,
salespeople should most likely consider future possibilities, known as the ________
product.
A) expected
B) potential
C) generic
D) value-added
E) well-established
Sales engineers are people with extensive knowledge of their product who also:
A) provide service on the product after the sale
B) develop the product as part of the research and development team
C) communicate the benefits of the product to the customers
D) have advanced degrees in science or technology
E) have graduate-level sales training
The ________ method of negotiating buyer resistance is one of the most convincing
ways to overcome buyer skepticism.
List the guidelines that should be followed when planning a presentation that adds
value.
Developing a product strategy in the Strategic/Consultative Selling Model involves
using three prescriptions for successful sales. List each one.
Business defamation incurred when an unfair and untrue statement is made about a
company in writing is known as ________.
The customer who asks, “How many miles per gallon does the Honda CRV get?” is
requesting a type of product knowledge known as ________.
In a sales presentation, your knowledge of the product’s features and your company’s
strengths must be presented in terms of the resulting ________ to the buyer.
Words or phrases that suggest pictorial relationships between objects or ideas are
known as ________.
________ can be defined as a strategically developed, high quality, long-term
relationship that focuses on solving the customer’s buying problem.
A(n) ________ is any positive statement regarding your product or some factor relating
to the sale, such as credit terms or delivery date.