Satisfying the service needs of accounts by telephone is not recommended for
salespeople despite in cost reductions.
Order-getters ask what the customers want or wait for customers to place an order.
A product benefit is the performance characteristic of a product that describes how it
can be used or how it will help the buyer.
According to the Golden Rule of Selling, a salesperson who uses puffery in a sales
presentation is more likely to make a sale than the one who does not.
Steven Howard feels overwhelmed by his new job as a district sales manager. This is
the first stage of transformation for someone who has just been promoted from
salesperson to sales manager.
One of the ways a salesperson earns the right to the prospect’s attention is by exhibiting
specific product knowledge.
The purpose of business is to increase the general well-being of humankind through the
sale of goods and services.
The difference between the selling and marketing concepts is that in selling the
emphasis is on customers’ wants.
In the two years Keith has been selling, he has built up a list of inactive accounts. He
should now orphan these accounts and try to develop new prospects.
The decision-making criteria revolve around usually three levels of desire: must have,
should have, and would be nice to have.
Golden Rule salespeople tend to believe that money is to be shared and that customer
service is a top priority.
Service quality is an objective assessment determined by customers who compare
service levels with industry benchmarks.
Television commercials use autosuggestion frequently.
The showmanship approach involves doing something unusual to catch the prospect’s
attention and interest.
One of the guidelines for developing your own “best” prospecting method is to always
call back on prospects who did not buy.
Dissonance increases with the importance of the decision and the difficulty of choosing
between products.
If a salesperson learns that a customer has been lost to a competitor, it is best to visit
the customer and assert that a serious mistake has been made.
As the restaurant equipment salesperson finished his basic presentation, his prospect
said, “Sounds good. I really like what you had to say, and I know you have a good
product, but I’m not interested now. Our present product works well. We will stay with
it.” Standing up to conclude the interview, the prospect says, “Thank you for coming
by.” What kind of objection is the salesperson experiencing?
A. Hidden objection
B. Source objection
C. Money objection
D. No-need objection
E. Product objection
Charles Landon sells software to large manufacturing firms. He strives to convert
prospects into customers. After customers have purchased from Charles, what is the
LEAST likely action he should take if he wants to ensure future sales?
A. Keeping service promises
B. Increasing account penetration
C. Contacting the account regularly
D. Asking about the prices offered by competitors
E. Providing the customer with problem-solving ideas
Which of the following lists the five purposes of the sales presentation?
A. Desire, attitude, knowledge, beliefs, and attention
B. Knowledge, beliefs, desire, attitude, and conviction
C. Attitude, opinion, desire, beliefs, and action
D. Attention, desire, opinion, conviction, and sale.
E. Proof, action, opinion, conviction, and desire.
The commission rate increases as the salesperson sells an increasing amount of
product. This is called a(n) _____ commission plan.
A. linear
B. parabolic
C. regressive
D. progressive
E. curvilinear
Which of the following is an example of a personal factor that influences consumer
buying behaviors?
A. Culture
B. Friends
C. Perception
D. Gender
E. Social class
A primary goal of sales training is to:
A. reduce development costs.
B. increase productivity.
C. raise turnover levels.
D. promote diversity.
E. eliminate feedback.
Daniel sells medical equipment, and he has been advised to contact the comptroller at
the Cedar Bluff Public Hospital because the hospital plans on building and equipping
150 medical and dental offices in its new health care complex. Daniel has not yet made
the sales call because he hates to be pushy. Daniel is experiencing:
A. referral breakdown.
B. sales hesitation.
C. prospect aversion.
D. call reluctance.
E. lead negation.
Robert Clarence is a(n) _____ for a manufacturer of restaurant-grade appliances. He
does not directly solicit orders. His primary duties involve promotional activities such
as introducing and demonstrating new products at trade shows.
A. retail salesperson
B. detail salesperson
C. sales engineer
D. service salesperson
E. account representative
The goal of an organization when creating its _____ is to create the right product, at the
right price, at the right time, with the right promotional effort.
A. sales promotion
B. mission statement
C. operational plan
D. vision statement
E. marketing mix
Customers fall into one of three groups. They are:
A. individuals, households, and other businesses.
B. stakeholders, governments, and nonprofit groups.
C. households, firms, and governments.
D. retailers, wholesalers, and consumers.
E. governments, stakeholders, and manufacturers.
Which of the following statements about feedback is most likely INCORRECT?
A. In planning a presentation, it is impossible to predetermine when and what
feedback-producing questions to ask.
B. If a salesperson fails to notice the feedback signals being sent by a prospect, no
feedback occurred.
C. It may be appropriate to use questions that obtain negative feedback.
D. It may be appropriate to use questions that obtain positive feedback.
E. Feedback can be verbal or nonverbal.
Advertising directed toward individuals who purchase products for use in
manufacturing other products is called _____ advertising.
A. industrial
B. national
C. trade
D. manufacturers’
E. installation
In which of the following situations is the individual NOT actively engaged in
selling?
A. Steve is trying to convince his professor that he deserves an “A.”
B. Brendan is persuading Marilyn to loan him $10, so he can order a pizza.
C. Chad is trying to convince his biology lab partner to sketch the internal organs of the
frog they dissected in lab.
D. Anna is trying to persuade her husband to attend her family reunion.
E. Daniel is creating a logo for his home-based Web services company.
To illustrate the benefits of the Dixie Chopper brand lawn mowers to professional
landscapers, the salesperson asks prospects to participate in a mowing race. Even if the
competing mower has a wider cutting area, the Dixie Chopper always wins because it is
the only lawn mower that can travel fifteen miles per hour. What approach does the
Dixie Chopper salesperson use?
A. Referral
B. Premium
C. Complimentary
D. Showmanship
E. Product
What is an objective of both the statement and demonstration approach?
A. Capture the prospect’s attention
B. Remind the prospect of product features
C. Determine the prospect’s personality type
D. Close the sale quickly
E. Make a favorable first impression
Meaghan asked the florist, “Are the refrigeration costs for your fresh-cut flowers too
high?” This is an example of a _____ question.
A. redirect
B. direct
C. nondirective
D. rephrasing
E. participative
Sales wisdom comes from:
A. the realization that the purpose of sales is to help people.
B. an understanding of the importance of account penetration.
C. the belief that the customer is always right.
D. the development of business networks.
E. increased contact with one’s customers.
Pharmaceutical companies often quote research studies performed by outstanding
physicians at prestigious medical schools to validate claims of product benefits. This is
an example of the use of:
A. proof statements.
B. image advertising.
C. customer referrals.
D. interactive advertising.
E. reflective advertising.
The need-satisfaction sales presentation has several phases. Which of the following
presents those phases in the correct order?
A. Need perception, need-comprehension, and need-satisfaction
B. Need-realization, need-utilization, and need-development
C. Need-utilization, need-fulfillment, and need-satisfaction
D. Need-development, need-awareness, and need-fulfillment
E. Need-comprehension, need-development, and need-satisfaction
Logical reasoning is best described as a:
A. persuasive sales technique that uses suggestions to encourage prospects to buy.
B. method that uses a major premise, a minor premise, and a conclusion.
C. method for personalizing the relationship between the buyer and the seller.
D. tool that integrates visual aids, technology, and dramatization.
E. diplomatic way of persuading a prospect to listen closely.
Which of the following is the logical order of salespeople from high to low levels of
self-interest?
A. Golden Rule, traditional, professional
B. traditional, Golden Rule, professional
C. professional, traditional, Golden Rule
D. Golden Rule, professional, traditional
E. traditional, professional, Golden Rule
What is the basis for cold canvassing?
A. Law of averages
B. Endless chain referral
C. Center of influence
D. Prospect pooling
E. Parallel referrals
What is the first step in developing a customer benefit plan?
A. Establishing a marketing plan
B. Creating a detailed customer profile
C. Selecting a suggested purchase order for a prospect
D. Developing a business proposition that includes a value analysis
E. Choosing the features, advantages, and benefits to present to a prospect
General statements of principle are often called:
A. code of ethics.
B. corporate credos.
C. points of reference.
D. cooperative acceptance.
E. cooling-off laws.
Which of the following would be the LEAST effective trial close question?
A. How does that sound to you?
B. Is this important to you?
C. Does that answer your concern?
D. What do you think?
E. Are you ready to order?