Individuals classified as “expressives” in the social style matrix are low on assertiveness
and low on responsiveness.
Most sales situations are not covered by laws.
ABC analysis is used most successfully by the salespeople of capital products than
consumer packaged goods.
“Always a share” means the buyer will always allocate all shares to only one vendor.
A way to establish credibility is to offer concrete evidence to back up verbal statements.
Lead users face and resolve problems after the rest of the marketplace has addressed
these needs.
A webinar is a form of cold calling.
The first place to look for information on the Internet about a prospect company would
be the prospect company’s Web site.
Comparing your performance with the best in your organization is a form of
benchmarking
John, a salesperson, considers Harriet to be a lead because he is certain that she will buy
his company’s products.
The field sales manager is the manager at the top of the sales force hierarchy.
Expansion immediately follows the awareness stage of building partnerships.
Few jobs require the boundary spanning coordination and management skill needed to
effectively perform a sales job.
It is usually possible for a person to be a center of influence and never actually buy
from the salesperson.
By increasing the rating of a competitive product, salespeople can improve the
customers’ perception of their product.
Harassment is not confined to requests for sexual favors in exchange for job
considerations such as a raise or promotion.
Performance feedback provides information about what you are doing right and what
you are doing wrong.
Data mining involves the use of artificial intelligence and statistical tools to discover
insights hidden in a database.
Salespeople should never apologize for the price they present.
Derived demand means demand is derived from the increase in GDP.
Customers are more receptive to salespeople with whom they can identify.
Concerning workplace attire, an old rule is to dress one level below your position.
Negotiations always involve a team of buyers and a team of sellers.
Electronic data interchange (EDI) is a computer-to-computer transmission of data from
resellers to vendors and back.
Once a salesperson has found an effective method of presentation, he or she should use
it regularly for all prospects.
A buying center consists of all the people in the selling organization who participate in
a selling opportunity.
KSA refers to the sales maxim, “Keep it Simple, Always.”
Sales per square foot or sales per shelf foot is a measure of the investment resellers
make in the purchase of their stock.
Salespeople must strike a balance between the time spent in planning a sales call and
actually meeting prospects.
Buying signals can be evidenced only in a buyer’s comments.
A salesperson promoting a new brand of tomato ketchup gives free samples to his
prospects at the end of his presentation. The salesperson appeals to more than one sense
of the prospects in this case.
An outlined presentation can be very effective because it is well organized.
Which of the following statements is true about negotiations?
A. Negotiations are also known as sales presentations.
B. Negotiations exclude people from the selling firm who are not part of the sales
department.
C. Formal negotiations can take place with anyone who is classified as a buyer or user.
D. Negotiating is a less expensive endeavor as it hardly requires people to spend time.
E. If the customer is large or important enough, almost anything can be negotiated.
One way to define the speaking-listening differential is to say:
A. active listening makes better speakers.
B. customers can listen to words at a rate five times faster than the rate at which
salespersons can speak.
C. salespeople should speak 80 percent of the time and listen no more than 20 percent
of the time.
D. speaking divided by listening equals communication.
E. articulation equals listening divided by speech rate.
As a salesperson, a simple way to ensure that the sales call objectives determined are
measurable is to:
A. use a canned sales presentation.
B. follow the guidelines set by your sales supervisor.
C. set long-term goals based on your sales call objectives.
D. align your objectives with the strategic objectives of your company.
E. set objectives that require a buyer’s response.
Emily opens a negotiation session by saying, “I think we’re all here today looking for a
win-win deal. Unless we all leave this table feeling that we have satisfied our objectives
as much as possible under the given circumstances, I’m going to consider this
negotiation a failure.” Emily most likely resolves conflict in the _____ mode.
A. competing
B. accommodating
C. avoiding
D. collaborating
E. compromising
Rather than aggressively creating new needs in customers through persuasion, _____
salespeople prospect for customers who truly need their products.
A. impersonal
B. apathetic
C. submissive
D. assertive
E. introversive
Which of the following is a suggestion for active listening?
A. Avoid repeating the same information.
B. Never summarize information already provided.
C. Do not embarrass the customer by rephrasing his or her comments.
D. Do not allow any moments of silence during the sales pitch.
E. None of the above.
A negotiator says “Can’t we all just get along and split the extra costs down the
middle?” From the above statement, it can be said that the negotiator is using the _____
mode for conflict resolution.
A. competing
B. accommodating
C. avoiding
D. collaborating
E. compromising
Negotiations in international sales often take place in English because it is the only
language known both by the seller and the prospect. Which of the following is good
advice for a native English speaker, when talking with a prospect for whom English is a
second language?
A. Use precise words like “cease” and “pizzazz.”
B. Use words with alternative meanings like “right.”
C. Use descriptive expressions like “to put all the eggs in one basket.”
D. Use action-specific verbs like “press that button.”
E. Any of the above.
The Uniform Commercial Code (UCC):
A. defines a number of terms related to salespeople.
B. contains administrative laws.
C. is regulated by the Better Business Bureau.
D. grew out of court decisions.
E. is regulated by the Federal Trade Commission.
Raleigh sells computer-assisted design services to major engineering firms. As he
settles into his chair in the office of one of his best accounts, he says to the buyer, “R.J.,
can you believe how badly Baltimore choked in that game on Sunday?” Raleigh is
using _____ as he begins this sales call.
A. feature dumping
B. style flexing
C. networking
D. small talk
E. trial closing
Which of the following is an effective way in which a salesperson can overcome the
reluctance to call?
A. Engaging in analysis paralysis
B. Focusing on memorizing the canned presentation
C. Taking the failure to close a deal lightly
D. Questioning the validity of the excuses made to avoid sales calls
E. Keeping the worst-case scenario in mind in an attempt to motivate oneself
The purpose of a blitz is to:
A. build partnerships between a selling firm and a buying firm.
B. increase a company’s sales budget.
C. generate leads for a local salesperson through cold calling.
D. blanket a particular geographic area with sales letters.
E. improve a salesperson’s ability to make custom sales presentations.
A salesperson from Dun-Rite Equipment Company asks a supermarket manager, “If I
can provide your meat department with on-the-site training at no extra charge, would
you be interested?” In terms of the SPIN technique, this is an example of a(n) _____
question.
A. situation
B. problem
C. implication
D. benefit
E. need payoff
A salesperson asks “Would you like me to send an order to your distribution center
today?” In this scenario, he is using the _____ closing method.
A. benefit summary
B. direct request
C. balance sheet
D. assumptive
E. alternative choice
Which of the following serves as a foundation for a successful strategic partnership?
A. Autocratic leadership
B. Profit orientation
C. Short-term orientation
D. Common goals
E. All of the above
Angie wants to discover the needs of her prospect, and to do so she needs to acquire a
lot of useful information. Which of the following questions is likely to help her
maximize the knowledge she has of her customer’s business?
A. How many customers do you have in a typical day?
B. What is the peak season in your business?
C. What misconceptions do people have about your business?
D. When do you take your vacation?
E. All of the above bring attention to the customer’s needs.
The major advantage of the straight commission compensation approach is that it:
A. provides reduced financial incentive.
B. ties compensation directly to performance.
C. encourages employees to take up activities that do not directly lead to sales.
D. promotes company loyalty.
E. does all of the above.
According to the social style matrix, which of the following is a strength of the
analytical social style?
A. Dramatic flair
B. Thoroughness
C. Decisiveness
D. Risk-taking attitude
E. Personable attitude
When Anton tries to convince supermarket owners to stock his company’s new
tea-flavored popsicles, he receives many objections because most of the owners are of
the opinion that the flavor would not sell. In this scenario, Anton is engaged in:
A. ambush marketing.
B. pioneer selling.
C. advocacy marketing.
D. original selling.
E. guerrilla marketing.
Zero Zone, Inc. manufactures and sells display refrigeration and freezer units to
supermarkets. The manufacturer is successful because it is able to keep the promises it
makes. All customers know that Zero Zone’s salespeople and its products live up to all
the promises made. This is an illustration of which factor necessary for mutual trust to
develop?
A. Dependability
B. Sales orientation
C. Likability
D. Spontaneity
E. Profitability
An individual cannot sell something that bores him/her. According to this statement,
which of the following questions is one you should ask yourself to help you avoid a job
selling something you’ll find boring?
A. Do I prefer to set my own deadlines, or do I need deadlines set by others?
B. Am I propelled more by financial incentives, personal recognition, or the satisfaction
of just getting a task completed?
C. Am I a risk taker, or do I prefer more secure activities?
D. Do I prefer mechanical and technical topics, or am I more disposed to art, fashion,
and merchandising?
E. Can I work well when assignments are ambiguous, or do I need a lot of instruction?
Ernie wants Harry’s car for a weekend. To persuade Harry to let him take the car, Ernie
prepares to offer to clean Harry’s apartment for three weeks. If he still disagrees, Ernie
plans to offer him $35. If this does not work, then Ernie decides he would let Harry stay
in his apartment for two weeks. Ernie is engaging in:
A. flexible implementation.
B. agenda determination.
C. adjustable implementation.
D. triple bypass preparation.
E. adaptive planning.
In the United States, which of the following nonverbal communications is positive and
indicates that the listener is interested in the message being communicated?
A. Contemplative posture
B. Avoidance of eye contact
C. Playing with items on the desk
D. Shaking head
E. Pursed lips and furrowed brow
Hand gestures can convey significant information to salespeople. When selling in an
international environment, salespeople should remember that hand gestures mean:
A. the prospect is ready to end the interview.
B. the same thing in all cultures.
C. the prospect strongly agrees with what the salesperson has said.
D. different things in different cultures.
E. the prospect strongly disagrees with what has been said.
A goal to increase the amount of commission earned by 15 percent is an example of
a(n) _____ goal.
A. performance
B. consequence
C. activity
D. transformation
E. conversion
“Your approach on that last call was off-target. You were emphasizing low acquisition
cost, while the prospect seemed more interested in durability and minimizing the need
for regular maintenance,” critiqued Robin’s sales manager after the two of them left a
sales call they had made together. Robin is receiving _____ feedback.
A. reciprocal
B. diagnostic
C. performance
D. generalized
E. damage control
Jennifer walks in to her customer’s office, and immediately the customer begins talking
about his problems both at work and at home. Jennifer had a sales presentation prepared
for the customer but, instead listens quietly, asking questions where appropriate and
offering support when appropriate. Jennifer is practicing:
A. paraphrasing the customer.
B. active listening.
C. the body language agreement method.
D. the tolerating silence presentation format.
E. the low-context-high-context differential.
Violet is developing a supplier relationship management strategy (SRM) for her
company. The first step she will take is to determine the _____ with each vendor.
A. efficient consumer response procedure
B. electronic data interchange protocol
C. gatekeeper structure
D. annual spend
E. material requirements
The first step in making a good match between what you have to offer and a company’s
position is to determine:
A. the pricing strategies used by the company.
B. what you need.
C. what the company has to offer you.
D. the needs of the company.
E. the competitor’s strategies.
Which of the following methods of handling a prospect’s objection is only appropriate
when the prospect’s statement is blatantly untrue?
A. Direct denial
B. Compensation
C. Revisit
D. Acknowledge
E. Postpone
Rock-Tenn Corporation continually receives data on production schedules from its
customers. It uses the information to determine the quantity of boxes to ship to the
manufacturers. Rock-Tenn has established a(n) _____ relationship with the customers.
A. creeping commitment
B. tying agreement
C. reciprocal
D. automatic replenishment
E. life-cycle costing
To develop the close coordination needed for just-in-time (JIT) inventory control
systems, manufacturers tend to rely on one supplier. Based on which criterion is the
supplier selected?
A. Lowest item-by-item cost
B. The ability to be flexible
C. Product quality
D. Size of operation
E. Lowest overall cost
If Perkston’s Aquatic Store, a retailer of aquarium fish and supplies, buys one
200-gallon fish tank from Merida’s Aquarium Products, it will be billed $329. If it buys
more than six during the upcoming year, it will get a 20 percent discount on each
aquarium. This savings is referred to as a:
A. cumulative discount.
B. promotional allowance.
C. trade discount.
D. functional discount.
E. single-order discount.
During the _____ stage of developing a partnership, a small percentage of the buyer’s
business is given to minimize the risk in case the vendor cannot perform.
A. exploration
B. commitment
C. awareness
D. expansion
E. dissolution
Which of the following statements about body language is true?
A. One’s voice characteristics carry more of the message than body language in
face-to-face communication.
B. Customers may look away from the salesperson while they actively consider
information in the sales presentation.
C. Hand gestures have the same meanings in all cultures.
D. A person rocking from side-to-side is conveying a positive outlook.
E. Broad, vigorous arm gestures indicate a lack of interest in the verbal portion of the
communication process.
What is active listening? What techniques do active listeners use?
Sarah has created a sales call allocation grid. Describe the attractiveness of accounts
that fall into the strong strength of position but low opportunity portion of the grid.
What sales strategies should she use for these accounts?
What is the role of missionary salespeople?
Discuss how the concept of opportunity cost can be used to quantify the solution during
a sales presentation.
Discuss the differences between conventional rsums and functional rsums.
Jack has just received a complaint from one of his long-time customers about a problem
with the ignition system on some automatic tillers that were delivered last month.
Should Jack assume the product is fine, and the user is at fault?
What is subordination?
What is sexual harassment?
Relative to advertising, what is the major advantage and disadvantage of personal
selling?
As a new salesperson, Marc will be working on commission. Even though he has yet to
make his first sales call, he has already been paid $300. How would you categorize this
$300 payment?
List the four aspects of emotional intelligence.
Discuss the importance of forestalling as a strategy.
Name one type of sales approach that has been shown to improve both customer
retention and firm profitability?
Just as the salesperson was ready to ask for a commitment to buy from the purchasing
agent, the agent asked, “I will need a ten percent discount for an order this large.” What
is the term used for this sort of a condition?
What five important sources of information do employers use to evaluate candidates?
Where can salespeople find sales leads?
List the three stages between awareness and dissolution in partnership growth.
Aaron averted the browbeating from one of the buying team member and refocused
deliberations to the issue being discussed. What negotiation strategy did Aaron use?