Office scanning helps a salesperson assess whether a buyer is listening and
understanding what is being said.
Life-cycle costing is also known as quality-based costing.
A salesperson responds to a buyer’s objection by saying, “I understand your concern.
You know, one of the things I always look for is how a product’s quality stacks up
against its cost. [Pause] Now, we were talking about…” In this scenario, the salesperson
is employing the compensation method.
Goals relating to outcomes are activity goals.
When the rate and scope of change are lower, the resistance to the change is higher in
the organization.
Sales call routing plans vary depending on the demands of the customers and the
salesperson’s ability to schedule calls at convenient times.
Salespeople are like independent entrepreneurs because they have a territory to manage
and few restrictions on how to do it.
Seeding is the process of finding the key decision maker within a buying center.
The two radically different negotiation philosophies are win-lose and lose-win
negotiations.
The needs of both the organization and the individuals making the decisions affect the
evaluation and selection of products and suppliers.
Personnel managers appreciate being asked about salary during the first interview of the
recruitment process.
Unless you can get a buyer actively involved in the communication process, the buyer’s
attention will probably turn to other topics.
Value analysis begins with the examination of the product’s function.
Once you have narrowed your selection to a group of companies during your job
search, the next step is to find a company that needs you.
Slicing hand movements and pointing a finger are mild gestures that should be used
frequently during sales presentations.
At critical spots in a sales presentation, a salesperson should present his or her mentally
prepared summary.
The decision to buy or not to buy should not focus on a signature.
Always a share” is a strategy for risk reduction employed by buying centers.
Buyers are not interested in facts about a product or a seller’s company unless those
facts help solve their wants or needs.
To achieve increasing revenue in an account over time, the salesperson acts as a change
agent.
Bribes typically have no negative consequences for the purchasing agent’s firmonly for
the purchasing agent as an individual.
Many consumers have an image of salespeople as loud, fast-talking people, which are
standard active listening characteristics of salespeople.
Good salespeople show they are happy a grievance has been brought to their attention.
If the company takes specific steps, such as mentioning the law in company policy, the
government’s assumption is that the employee acted on his or her own and is
individually responsible.
Kristen wants her sales force to concentrate its efforts on selling the most profitable
products and on selling to most profitable accounts. To achieve this target, she can
institute profit quotas.
Angie, a sales representative, often asks her prospects questions like “What
misconceptions do people have about your business?” A question like this directly
focuses attention on her company’s products.
If a test is a valid selection tool, a job candidate should be happy with the outcome no
matter what it is.
A professional salesperson not only looks for specific areas to improve but also
evaluates the success of the overall sales call.
Successful salespeople make sure they have the most current pricing information
available to them.
Experienced negotiators find weekends the best time for negotiating.
During a sales presentation, if a customer’s eyes are cast down, it is a strong indication
that the customer wants to end the meeting.
Michael notices that his prospect begins moving back and forth near the end of his sales
presentation. How should Michael interpret this body language?
A. As a sign of doubt
B. As a positive sign of interest
C. As a sign of boredom
D. As a sign that the prospect is agitated
E. None of the above
Haley sells office furniture. In closing the sale to Jackson Realty Company, she asked
the company’s office manager, “Shall I order five chrome and glass desks or five of the
mahogany desks for you?” Which closing method is Haley illustrating in this scenario?
A. The alternative choice method of closing
B. The assumptive close
C. The direct request method of closing
D. The benefit summary close
E. The balance sheet method of closing
While trying to understand his own needs, Jacob asks himself, “What is more important
to me? Is it job satisfaction or financial incentives?” Jacob is trying to understand his
need for _____.
A. structure
B. skills
C. knowledge
D. motivation
E. response to stress
Franco breeds a wide variety of fish. For the last nine years he has been going to
Fins-to-You, a local pet store that specializes in tropical fish and aquarium supplies, for
all of his needs. He buys everything from fish food to aquarium heaters to replacement
fish from this store. Which of the following terms best describes the relationship Franco
has with Fins-to-You?
A. Strategic partnership
B. Tactical relationship
C. Relational partnership
D. Functional relationship
E. Solo market exchange
The _____ is the most active regulatory agency in developing administrative laws
affecting salespeople.
A. U.S. Patent Office
B. Federal Trade Commission
C. Environmental Protection Agency
D. Federal Communications Commission
E. Food and Drug Administration
Which of the following is the final stage of self-management process?
A. Revising goals.
B. Implementing a time management strategy.
C. Allocating resources.
D. Completing paper work on time.
E. Evaluating performance.
Brandon, a salesperson selling machine tools, has called on Mr. Williams, the
production manager at the Copper Hill Tool Manufacturing Company. Which of the
following responses from Mr. Williams indicates that Brandon must use a different
approach to initiate a sales call?
A. “Our Dalcon 4000 machine is on its last legs.”
B. “Our sales for this year are expected to increase by 25 percent and my production
team is largely responsible for this growth.”
C. “Maria Mintz, the director of the purchasing department, makes all the decisions
about major equipment purchases.”
D. “My department’s equipment budget is larger than last year’s.”
E. Any of the above.
Betty follows a strict schedule. She checks her e-mail at 6 a.m., returns messages and
telephone calls from customers by 8 a.m., meets with customers during the day, and
processes sales at home in the evening. She diverts questions related to the products’
features to her colleague, Sandra. Betty displays the characteristic of successful
salespeople of:
A. flexibility.
B. being a self-starter.
C. product knowledge.
D. adjusting her presentations to her customers as individuals.
E. none of the above.
A(n) _____ is defined as a written statement (usually one or two sentences) that clearly
states how purchasing a product or service being offered can help solve the customer’s
perceived business issue.
A. optimal sales call objective
B. mission statement
C. sales presentation synopsis
D. statement of expectation
E. customer value proposition
For making appointments, Barrett often calls the offices of his prospects after 5:30 p.m.
He knows executives frequently work late, and that after normal business hours they
often answer their own telephones. In this way, he avoids dealing with a secretary or
receptionist who might prevent him from seeing the executives. This method of dealing
with barriers is called _____.
A. blockade running
B. bypassing the gatekeeper
C. going under the screen
D. going around the screen
E. an end run
Gwen is researching ways to sell her new product. She is considering Internet sales,
hiring sales reps, using a manufacturer’s rep, and several other options. Gwen is
considering her:
A. multi-channel mission.
B. go-to-market strategies.
C. customer-centric circle.
D. lifetime marketing value.
E. emotional versus intellectual challenge.
A buyer at Monrovia Nursery Company sees an ad for a new type of Christmas tree
stand in a trade magazine and responds by calling a toll-free number in the ad. This is
an example of _____.
A. inbound telemarketing
B. bounce-back telemarketing
C. outbound telemarketing
D. seminar marketing
E. convention marketing
A customer value proposition will include:
A. a quantified projection of the reasonable market share costs.
B. features and benefits tailored to a prospect’s needs.
C. visual content from the sales asset management solutions.
D. a prototype synthesis based on generally accepted accounting procedures.
E. all of the above.
The salesperson for the Big Apple Sign Corporation was trying to get a hardware
storeowner to buy a new kind of advertising tool called floor graphicsan opaque vinyl
film that applies directly to the floor, is easy to remove, and can be used to promote
in-store specials. Since the storeowner has purchased advertising beforejust not this
particular kind of advertisingthis is an example of a _____ situation.
A. derived rebuy
B. straight-rebuy
C. derived-demand
D. value-added
E. modified rebuy
The three categories of experience most often used in a(n) _____ rsum are education,
work, and activities/hobbies.
A. strategic
B. academic
C. conventional
D. targeted
E. functional
The best way to handle role stress is to:
A. increase role accuracy.
B. increase role ambiguity.
C. force the individual to multitask.
D. quit the job.
E. refuse to perform the stress-creating tasks.
Which of the following is NOT one of the aspects of emotional intelligence?
A. Knowing one’s own feelings and emotions as they are experienced
B. Controlling one’s emotions to avoid acting impulsively
C. Controlling customer’s emotions to avoid conflict
D. Recognizing customer’s emotions
E. Using one’s emotions to interact effectively with customers
A small appliance manufacturer, trying to build a factory in one Mexican state, offered
the governor a bribe of $12,000 to waive off certain environmental regulations for the
manufacturing concern. This is an example of:
A. collusion.
B. subordination.
C. capitulation.
D. indemnification.
E. lubrication.
Which of the following statements about lead qualification and management is true?
A. Firms often engage in prequalification of leads for their field sales forces.
B. A lead management system can be used to grade leads and establish a priority call
list.
C. The judicious use of technology makes lead qualification and management more
efficient and effective.
D. Telemarketers are used by some companies to prequalify leads.
E. All of the above.
Tony is hiring a new salesperson to work in the Southwestern region for DowElanco, a
retail chain. Which of the following is LEAST likely to be an important source of
information about the potential candidate?
A. Application forms
B. Advisors in college placement centers
C. References
D. Tests
E. Personal interviews
Manufacturers’ agents:
A. actually take ownership of the products they sell.
B. are independent businesspeople.
C. are paid a monthly fee for their services.
D. typically call on people who may influence a sale and not those who actually place
the order.
E. are accurately described by all of the above.
Which of the following is an appropriate guideline for effective negotiations?
A. Listening carefully is extremely important.
B. The ability to ask probing questions is important to keep the negotiations on track.
C. Periodic status reports on what has been decided and what needs to be decided is an
effective way of keeping negotiations on track.
D. Keeping in mind that during negotiations, people have a desire to retain their
positive identities.
E. All of the above would be appropriate guidelines for effective negotiations.
From a buyer’s perspective, value in a purchase decision equals _____.
A. the cost of goods sold – the marketing margin
B. the relative price + the absolute cost
C. the marginal difference between asset price and cost of sales
D. the benefits received – (the selling price + time and effort to purchase)
E. distribution benefits received – production costs
_____ feedback provides information about what you are doing right and what you are
doing wrong.
A. Extrinsic
B. Diagnostic
C. Performance
D. Intrinsic
E. Fundamental
A salesperson for KLN Machines, Steve, began his meeting with a prospect by saying
“I noticed that you have a collection of antique thermometers in your outer office. My
father has been collecting soda pop thermometers for almost fifteen years. What got you
interested in collecting them?” In this scenario, Steve was trying to:
A. describe his product’s features in detail to his prospect.
B. engage the prospect in reviewing his company’s credibility statement.
C. establish rapport with the prospect by talking of a common interest.
D. examine the prospect’s needs through some closed questions.
E. establish whether the prospect has the buying potential for his goods.
For which of the following salespeople would prospecting be most important?
A. A pharmaceutical sales rep selling heart medications
B. A real estate salesperson specializing in residential property
C. Dynamo, a maker of fighter aircrafts that has exclusive tie-ups with three of the
world’s most powerful nations
D. An electric transformer salesperson working full time for Florida Power and Light
Co.
E. A GoodStart cereal salesperson whose territory is Denver
Ferguson was a little early for his interview at the college placement center. Fortunately,
the interviewer had brought along a recent graduate of the college who had been hired
two years ago, and Ferguson spent time talking to her prior to the time for his interview.
Which of the following terms best describes this recent graduate brought in by the
interviewer?
A. maven
B. greeter
C. decoy
D. moderator
E. lobbyist
Gary objected to the high cost of the copier that Lynette was suggesting his office
purchase. Lynette stated, “The initial price is one of the highest on the market, but this
copier offers the fastest pages per minute output rates available on the market, and it has
one of the two best maintenance records in the industry. This will assist you in meeting
those critical production deadlines you told me about.” Lynette is using the _____
method to respond to Gary.
A. direct acceptance
B. pass-up
C. referral
D. revisit
E. compensation
Phoebe, a sales representative, is so excited during her sales presentation that she does
not hear the customer’s question correctly. She gives a brief, inappropriate answer, and
continues with her presentation. Phoebe’s behavior in this scenario reflects the operation
of _____.
A. selective perception
B. listening discrimination
C. active listening
D. deep selling
E. feature dumping
The _____ is the net profits expected from a given investment, expressed as a
percentage of the investment.
A. net revenue
B. return on investment
C. net present value
D. gross investment value
E. opportunity cost
Missionary salespeople:
A. work for retailers.
B. are an essential part of the consumer products distribution channel.
C. frequently call on people who influence a buying decision but who do not actually
place the order.
D. never directly contact consumers.
E. do not have any role to play in the business-to-business model.
How is a conventional rsum organized?
Martin is planning his first sales call on F&S Industries. He has decided to postpone the
call until he knows everything there is to know about the company and the prospects on
whom he will be calling. What’s wrong with this idea?
What is the difference between an exclusive sales territory and a house account?
A company that has developed biometric identification systemsusing fingerprint and
retina measurementsfor PCs, wants to hold a webinar for entertainment lawyers who are
likely to have sensitive information stored on their computers. The webinar will focus
on the ways in which one can protect office computers from hackers. What advice can
you give the company as it sets up the webinar?
Describe the driver and expressive social styles and the appropriate sales techniques for
each style.
What is the first step a salesperson takes when he or she is prospecting?
Luke attended a course in which he was trained to apply the social style matrix in order
to help him make better sales presentations. When he got home from the course, he
tried to apply the techniques he had learned to determine his own social style. Why
might his self-assessment be very misleading?
Brett has just calculated his number of sales per calls for the last month. What has he
calculated?
What is the importance of inflection in communication?
What is customer share? How can a salesperson use the research regarding customer
share to improve their performance?
Sonya has created a sales call allocation grid. Describe the attractiveness of accounts
that fall into the weak strength of position but high opportunity portion of the grid.
What sales strategies should she use for these accounts?
Augasta has been hired as the new sales executive for Harris Pillow Company. What are
her responsibilities likely to include?
What is the activity of comparing your performance with the best in the organization
called?
Carmen is making a PowerPoint presentation when a prospect interrupts her with an
objection that she has anticipated and will address in a subsequent slide. What strategy
can Carmen use to address the objection?
What are the benefits of setting multiple sales call objectives?
Does simply having strong opinions make an individual assertive? Why or why not?
What is the role of a salesperson as an information provider?
Under what conditions should a salesperson make use of the direct denial method for
handling objections? When should the method not be used?