It is up to a single salesperson to change his or her company’s corporate culture to
secure a partnership with an important client.
Salespeople should not focus on the areas of superior product performance that are not
important to the customer.
Mastery of the job will reduce feelings of stress because the salesperson is in control of
the situation.
Mutual investments are tangible investments in a relationship by both parties.
Buyers show a strong preference for investments with a longer payback period.
Gift giving must be done with care and not violate the rules of the buyer’s company.
It is easy to develop a reimbursement policy that prevents salespeople from cheating
and yet allows them the flexibility to cover their territory and entertain customers.
Formal negotiations generally take place only for very large or important prospective
buyers.
Partnering methods of obtaining commitment are designed to reduce or eliminate
choice.
In general, the seller’s team should be the same size as the buyer’s team.
Effective JIT requires that customers inform suppliers only when their current stocks
have been completely depleted.
In merchandise markets, sellers are the manufacturers or distributors, and they sell only
to resellers, not to the public.
The Uniform Commercial Code (UCC) is the only legal guide to commercial practice in
the United Nations.
Top salespeople are a valuable source of knowledge within a company.
Customers can get irritated if a salesperson overuses the active listening suggestion of
repeating information.
Organizations whose go-to-market strategies rely heavily on advertising and publicity
are called sales force-intensive organizations.
Routing is a method of identifying accounts which should receive the highest level of
resource allocation.
Salespeople should consider physical resources they manage as investments because
they must be managed wisely to produce the best possible return.
Turnovers occasionally occur because a salesperson is failing to practice adaptive
selling behaviors.
Personal selling is focused on the need to create value for the seller rather than for the
buyer.
The most frequently contacted references are former employers.
A seller who negotiates a higher price after the price has been agreed upon engages in
low balling.
A low inventory turnover rate for stores that carry a large inventory typically indicates
that a product is selling really fast.
Full-line selling is selling an entire line of associated products.
After the salesperson obtains commitment, his or her job is over and other departments
in the company take care of the rest of the sale.
Payback period can be a good measure of personal risk for a buyer.
The speaking-listening differential can be used to predict how many moments of silence
will likely occur in the sales presentation.
During a product demonstration, a salesperson should always relate product features to
a buyer’s unique needs.
David Merrill and Roger Reid developed a sales training method that divides prospects
into four different categories: relater, socializer, thinker, and director.
When using the compliment opening, a salesperson must get down to business matters
right away.
Because her product is new and most potential buyers have never heard of it, Alberta
can expect to encounter a lot of objections when she tries to set appointments.
Analysis paralysis refers to a situation where the buying firm is unable to perform an
appropriate vendor analysis.
The U.S. laws concerning bribery are much more restrictive than laws in Italy and
Germany.
The absence of complaints means that customers are happy.
The sole determinant of customer lifetime value is a customer’s purchases.
If a prospect responds negatively to a need payoff question, then the salesperson should
not probe further.
It is possible to have more than one primary call objective for a single call.
An agenda sets boundaries and helps keep parties in the negotiation on track.
A goal to increase the number of sales calls made in one day from eight to nine is an
example of a(n) _____ goal.
A. performance
B. consequence
C. activity
D. transformation
E. conversion
The _____ matrix is a training program for building adaptive selling skills that uses two
critical dimensions: assertiveness and responsiveness.
A. affinity
B. social style
C. personality
D. sales approach
E. prospect reference
Valerie’s goal as a sales rep is to _____, which is the total benefit that her company’s
products and services provide to the buyer.
A. add creativity
B. improve relationships
C. maximize profits
D. create value
E. focus on sales numbers
Which of the following is a feature of the dissolution stage of partnership development?
A. Keen awareness of the potential plans of the partnering firm
B. Insight into the competitor actions
C. Extensive network of personal and professional contacts in the partnering firm
D. Failure to update oneself about the changes occurring in the industry
E. High degree of competence even at the latter stages of a partnering relationship
Corning’s Ceramics is a company that produces ceramic parts. Since the company
reached an agreement with a cardboard box manufacturer, it has saved about $10
million in packaging costs. Additionally, the box manufacturer has also enjoyed a
three-fold rise in sales. Which of the following types of relationships do these two firms
have?
A. Strategic partnership
B. Functional relationship
C. Solo market transaction
D. Relational partnership
E. Competitive relationship
If the terms of the contract specify FOB (free on board) factory, then:
A. the seller has title until the goods are received at the destination.
B. the seller is responsible for any loss during transportation.
C. the buyer assumes the responsibility and risk for any loss during transportation.
D. the seller does not expect payment for the merchandise until it reaches its
destination.
E. the goods are being sold on consignment.
Which of the following statements would be of value to insurance salespeople
collecting information about prospects?
A. The prospect graduated with a marketing degree from Kennesaw State University.
B. The prospect is divorced with two children.
C. The prospect is a friendly and easygoing person.
D. The prospect is a member of the local Rotary Club.
E. All of the above.
Which of the following nonverbal signals indicate that a buyer is ready to make a
commitment?
A. Arms folded tightly across chest
B. A forced smile
C. Eyes open and relaxed
D. Face and mouth covered by hands
E. All of the above
One way to define _____ is to say Ned can speak at a rate of only 120 to 160 words per
minute, but he can listen to more than 800 words per minute.
A. active listening
B. speaking-listening differential
C. lazy tongue syndrome
D. the need for indirect questioning
E. the need for open-ended questions
Horizon Gifts is involved in corporate gifting solutions for large companies. Cal is a
long-time user of the service provided by Horizon Gifts, and he often suggests possible
clients to the service’s sales representatives. Every time the lead Cal has provided
actually results in a purchase, Cal receives a free gift, which might be anything from a
can of assorted nuts to a wool muffler. Cal acts as a _____ for Horizon Gifts.
A. driver
B. spotter
C. gatekeeper
D. negotiator
E. mediator
Alex and Rick are discussing Alex’s last sales presentation as they walk to the car from
the customer’s office. RickAlex’s sales manageris giving Alex feedback on the strengths
and weaknesses he noticed during Alex’s presentation. This immediate feedback should
help Alex improve his ability as a sales rep. This form of feedback is known as _____.
A. backdoor selling
B. basic training
C. a parking lot accolade
D. a curbside conference
E. a kickback
Which of the following statements about making sales calls is true?
A. Days before holidays are seen as good days to call on customers.
B. It is a good idea to avoid making sales calls on bad weather days when you and your
samples are likely to be exposed to the elements.
C. Bad weather increases competition and makes it difficult for salespeople to close
deals.
D. Making daily plans and developing efficient routes are important steps toward better
time use.
E. Days after holidays are seen as good days to call on customers.
Billy is a charming sales representative. He uses his skills and persuades the prospect’s
secretary to get him a face-to-face meeting with the prospect. He convinces her that the
product he is selling will greatly benefit her company. The technique that Billy is using
is known as:
A. ignoring the screen.
B. taking down the screen.
C. going under the screen.
D. going through the screen.
E. going over the screen.
In _____ negotiating, the negotiator attempts to secure an agreement that satisfies both
parties.
A. win-win
B. hard-bargaining
C. zero-sum
D. positional
E. distributive
Which of the following is a desirable trait of a negotiator?
A. A fear of conflict
B. Belligerence
C. A willingness to take risks
D. Constant resistance to change
E. Introversion
Which of the following statements about training systems for developing adaptive
selling skills is true?
A. All alternatives to the social style matrix rely on the same dimensions.
B. Computers cannot be used to develop adaptive selling skills.
C. There is no other method available besides the social style matrix for developing
adaptive selling skills.
D. All a person needs to successfully use adaptive selling is to understand the social
style matrix.
E. Regardless of the training system used, it is imperative that salespeople adjust to
their audience.
SRC Refrigeration Company manufactures and sells refrigerator display units for
flowers. Ronald, a salesperson for the company, is calling on a large supermarket chain
in an attempt to provide a demonstration of SRC’s new product which “bathes flowers
in generous humidity and uniform air temperature.” One of Ronald’s sales call
objectives is to replace all refrigeration units in the 235-store chain with SRC units.
This sales call objective is most likely an example of a(n) _____ call objective in this
scenario.
A. optimistic
B. minimum
C. primary
D. secondary
E. basic
_____ is the use of Web tools that allow users to share content, interact, and develop
communities around similar interests.
A. Electronic speaking-listening differential
B. Decoding
C. Word picturing
D. Social networking
E. International communication
Eva is considering adding new products to her store and is concerned about her profit
margin. She is concerned about:
A. how much she will make on each sale.
B. the marginal turnover rate and the expected delivery time.
C. how to address the servicing requirements and the cost of repairs.
D. the need for MRO services and supplies.
E. the derived demand for the product.
Which of the following is NOT part of a salesman’s voice characteristics?
A. His hand gestures
B. The speed with which he speaks
C. How loudly he speaks
D. How he articulates his words
E. His use of inflections at the end of his sentences
Al, the owner of Mac’s Tire Mart has received its first shipment of tires from the
NevaFlat Tire Company. Al is now testing how well the tires sell, how well NevaFlat
responds when he has a question or problem, and how durable the tires really are. Al
and NevaFlat Tire Company are in which of the following stages of partnership
development?
A. Recognition
B. Expansion
C. Exploration
D. Commitment
E. Awareness
While the installers were laying tiles in the restaurant’s newly refurbished restrooms, the
buyer calmly tells the seller, “We need to renegotiate the price of these tiles. I have
learned that you charge a 50 percent markup, and as a small business owner, I find that
unacceptable.” In this scenario, the buyer uses:
A. browbeating.
B. a sneak attack.
C. a flanking maneuver.
D. trial balloons.
E. a red herring tactic.
One of the advantages of personal selling is that it is the most _____ method used to
communicate with customers.
A. credible
B. reasonable
C. generic
D. defensive
E. flexible
Which of the following statements about complaints is true?
A. It is wise to assume that all complaints are unjustified.
B. It is not the job of the salesperson to forestall future complaints.
C. Firms do not set up procedures for dealing with claims over $200 because claims this
large may require legal advice.
D. A fair settlement made in the customer’s favor helps to resell the company and its
products.
E. A customer who doesn’t complain is a happy customer.
“If you’d follow my instructions more carefully and focus on getting the job done, you’d
be a lot more successful.” These instructions tell you that the person giving them is
most likely a(n) _____ according to the social style matrix.
A. driver
B. expressive
C. amiable
D. analytical
E. motivator
Which of the following is the first step toward reducing the probability of a
trust-destroying conflict?
A. Give a clear product description
B. Define who has the authority to do what within the selling and buying organizations
C. Document any changes made to the contract
D. Ignore complaints from the buying center
E. Dissolve the relationship
During a negotiation, the buyer says, “I would like to do business with your landscaping
firm, but companies in your industry don’t tend to last more than a couple of years. I
heard a rumor that your partner was thinking of selling out his share of this business
and starting his own. You must be difficult to work with. Maybe, I should wait.” In this
scenario, the buyer is:
A. using a budget bogey.
B. low balling.
C. using the good guy-bad guy technique.
D. browbeating.
E. nibbling.
Harrison is self-employed. He sells advertising specialty items like calendars, pens, etc.
imprinted with the name and advertising messages of local businesses who give the
items to customers and prospects. He has set for himself a goal of earning $180,000 in
sales for this year. Harrison’s revenue goal is an example of a(n) _____ goal.
A. transformation
B. consequence
C. activity
D. performance
E. conversion
Why does personal selling work better than other communications options available to
firms selling in the business-to-business market?
A. Personal selling employs more people in the United States than advertising.
B. Salespeople are able to tailor unique messages for each prospective buyer.
C. Firms in the United States have become particularly adept at hiring “born”
salespeople.
D. Personal selling is the cheapest form of promotion.
E. Salespeople are proficient in all aspects of new product development.
A salesperson for FS Tools asked Justin, a cabinet maker, “If I can show you how to cut
Melamine, high-pressure laminates, and fine veneer without any chips or breaks, would
that save you any money?” 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
Roy is power oriented. He does not tolerate people on his negotiating team who do not
go along with his ideas. Roy’s resolves conflict in the _____ mode.
A. competing
B. accommodating
C. avoiding
D. collaborating
E. compromising
Imagine John has a computer job with Hughes Hospital Supply, and he gets a job offer
from IBD Inc. What would be the ethical way for John to move from his job at Hughes
to his new position with IBD?
What is the difference between a panel interview and a group interview?
Outline a few suggestions that might help salespeople make accurate assessments of a
prospect’s social style.
Natalie uses facts, is serious, and often speaks in a monotone voice. In the social style
matrix, how would Natalie be categorized?
Elaborate on the process of selling internally?
How can you write an effective closing paragraph for your sales letter?
To whom should a salesperson present a customer value proposition?
How does noise inhibit communication and how can salespeople overcome it?
Identify and describe the two dimensions that define the sales call allocation grid.
What is reciprocity?
Why should a salesperson make an appointment whenever possible?
What steps can a salesperson take to overcome conflict with a customer?
Describe the amiable and analytical social styles and the appropriate sales techniques
for each style.
What is the difference between free on board (FOB) destination and free on board
factory?
SRC Refrigeration Company manufactures and sells refrigerator display units for
flowers. Ronald, a salesperson for the company, is calling on a large supermarket chain
in an attempt to provide a demonstration of SRC’s new product which “bathes flowers
in generous humidity and uniform air temperature.” Ronald’s sales call objective is to
persuade the buyer to lease one refrigeration unit for 6 months and compare how it
keeps flowers fresh longer than the other brand currently in use. In terms of the criteria
for evaluating sales objectives, how would you rate this sales call objective?
How does the organizational buying process differ from the consumer buying process?
What is a straight rebuy situation?
A major pet food manufacturer is currently in negotiation with a leading pet store. The
pet food manufacturer’s sales team requests to hold the meetings in its new conference
facility. How should the pet store’s representatives reply to this request?
What are the negative consequences of the traditional emphasis on getting the sale no
matter what?
Why is it important to learn as much as you can about your current job?