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The sales force budget is most likely based on estimates of:
A. industry sales.
B. sales forecasts.
C. long-term staffing needs.
D. training costs and functions.
E. labor market supply expectations.
Morgan-Hunt Agency, a financial investment company, pays $300 to each of its
salespersons as a year-end bonus, regardless of productivity. This is an example of
a(n):
A. nonperformance bonus.
B. drawing account plan.
C. advance commission.
D. team-selling bonus.
E. across-the-board bonus.
A prospect goes through five mental steps, all of which lead to the purchase decision.
The approach stage of the selling process should:
A. move the prospect to the conviction stage.
B. attract customer attention and interest.
C. make the customer desire the product.
D. get the customer to take some action.
E. handle initial objections.
Lydia sells an exclusive range of cosmetic products. She makes door-to-door sales
calls. At each house after a sale she asks the homeowner if they know anyone who
would be interested in her products. What prospecting method does Lydia use?
A. Center of influence
B. Cold canvas
C. Group
D. Endless chain
E. Observation
Becca likes to introduce the 100 percent organic fruit juice her company has just begun
to manufacture by giving retail store managers a small sample bottle to take home and
try. Becca is using the _____ approach.
A. sales promotion
B. product
C. showmanship
D. customer benefit
E. premium
_____ refers to establishing a fixed time for visiting a customer's business.
A. Operational segmentation
B. Scheduling
C. Customer allocation
D. Account grouping
E. Routing
The implication and need-payoff questions used in SPIN are examples of ____
questions.
A. redirect
B. participative
C. rephrasing
D. stimulus-response
E. direct
According to the text, nothing destroys a relationship with a customer faster than:
A. not selecting the appropriate method of sales presentation.
B. not accurately identifying a customer's needs.
C. not achieving sufficient account penetration.
D. not offering the lowest prices.
E. not following through on promises.
Rick Lee, a milk deliveryman in New York, delivers dairy products to 200 customers
weekly. The quality of the service Rick provides to his customers is based on customer
expectations. All of the following determine the expectations of Rick's customers
EXCEPT:
A. customer needs for fresh milk delivered weekly.
B. customer experiences with milk from a grocery store.
C. Rick's ability to provide the anticipated dairy products.
D. word-of-mouth comments about Rick's product and service.
E. changing shifts in demand for local produce and dairy products.
Organizational design refers to the:
A. company's organizational chart.
B. type of organizational culture selected by a company.
C. flexibly defined relationships among jobs within an organization.
D. authority for staffing, directing, training, and evaluating subordinates.
E. coordinated process of communication, authority, and responsibility for sales
groups.
A medical supplies salesperson walks into a hospital administrator's office. The
administrator invites the salesperson to sit in a chair directly across the desk from her.
Into which space zone is the salesperson being placed?
A. Intimate
B. Communal
C. Social
D. Personal
E. Public
When the salesperson has done the best he can and still is unable to close the sale, he
should:
A. remove that prospect from the sales call list.
B. categorize that prospect as an orphan.
C. try to re-qualify the prospect.
D. thank the customer for the opportunity.
E. stop calling the customer.
Monty sells safety equipment to law enforcement agencies. Before calling on the
Humphrey Sheriff's Department, he decided that he wanted to get an order for eight
new bulletproof vests from the sheriff before he left the office. In terms of the acronym
SMART, Monty's objective:
A. had a targeted rate of return.
B. was specific.
C. was to put customer service first.
D. was flexible.
E. had reasonable attention to detail.
A salesperson can minimize exposure to costly misrepresentation and breach of
warranty lawsuits if the salesperson:
A. never negotiates.
B. avoids win-win sales situations.
C. never sells customers more than they want.
D. thoroughly educates customers before making a sale.
E. offers opinions when customers ask what results to expect from a product.
A salesperson is LEAST likely to use visuals during a sales presentation to:
A. reduce misunderstanding.
B. increase prospect retention.
C. exhibit professionalism.
D. create a lasting impression.
E. identify customer objections.
The appearance of actor Sarah Jessica Parker in commercials for The Gap, a retail
store, is an example of the use of the _____ element of the marketing mix.
A. sales presentation
B. personal selling
C. product
D. profit
E. promotion
Which of the following statements, if false, would most likely have legal
consequences?
A. "You're going to love this new mattress!"
B. "We are the metropolitan area's low price leader."
C. "We offer a 100 percent order-fill rate; you'll never experience a back-order."
D. "Our employees have extensive training in how to pamper our customers."
E. "Your own mother can't care for you as well as our staff!"
A Bounty paper towel salesperson shows a prospect how quickly the towel absorbs
spilled coffee. This is an example of:
A. demonstration.
B. analogy marketing.
C. excessive dramatization.
D. indirect suggestion.
E. direct suggestion.
