Although they are useful with final consumers, testimonials from satisfied customers
mean little to professional buyers, who think such “proof” is usually faked.
The majority of sales force resources should be invested in key accounts.
Self-control refers to a salesperson’s intelligence, product knowledge, and discipline
rather than to emotions, passions, and desires.
The stimulus-response model of buyer behavior assumes a prospect will respond in
some unpredictable manner to a sales presentation.
An employee at a fast-food restaurant who asks the manager for a raise is engaged in
the selling process.
Technology such as GPS is useful for locating customers and planning routes.
The SELL sequence is a useful tool for remembering to incorporate a trial close during
a sales presentation.
The compensation method is effective in handling a valid objection.
Small firms rarely use outside sales trainers because it is more cost effective for them
to maintain an internal training staff.
Buying situations play a role in a customer’s decision-making process.
The basic difference in the four sales presentation methods is the type of product being
sold.
The role of a service salesperson is selling the benefits of intangible products such as
financial services.
According to the Golden Rule of Selling, the heart of the sales presentation is the
salesperson’s approach to the customer or prospect.
A salesperson should refer to the competition at length during the approach and more
briefly in trial closings.
One of the fundamental beliefs of the marketing concept is that all company planning
and operations should be customer oriented.
According to the text, sales representatives should dress in conservative business
clothes to enhance their effectiveness in a sales situation.
When delivering a group presentation, the salesperson will find it necessary to be less
structured when dealing with larger groups than when dealing with smaller groups.
An active listener refrains from evaluating the message and tries to see the other
person’s point of view.
Monitoring advertising and sales promotion activities enables salespeople to include
current data and prices into sales presentations.
Acceptance signals indicate that the buyer is favorably inclined toward the salesperson
and the sales presentation.
The 80/20 principle:
A. is a territorial management concept that favors a salesperson putting 80 percent of
his time on planning and 20 percent on action.
B. refers to the fact that eighty salespeople require twenty sales managers to keep the
appropriate 1-to-4 ratio of supervisors to employees.
C. indicates that no matter how hard a salesperson tries, 80 percent of the customer’s
potential business ends up going to competitors.
D. is a territorial management concept that favors a salesperson putting 80 percent of
her time on action and 20 percent on planning.
E. refers to the idea that 20 percent of a firm’s customers account for 80 percent of a
firm’s profitability.
A salesperson has been given the intellectual property of a competitor. The salesperson,
who is uncertain how to handle the situation, seeks the guidance of an attorney. The
salesperson is most likely operating at which level of moral development?
A. Philanthropic
B. Principled
C. Conventional
D. Restricted
E. Preconventional
A manufacturer that bases its charge to customers on the customer’s location or the
customer’s distance from the shipping point is using a(n) _____ price.
A. geographic
B. zone
C. FOB destination
D. net
E. FOB shipping point
In a sales presentation, visual aids are important to sales success because customers are
more likely to:
A. request warranties.
B. limit interruptions.
C. retain details they hear.
D. respond to direct questions.
E. remember information that they see.
The dairy salesman asked the store purchasing agent, “Do you think you’ll need 10 or
12 pallets of ice cream for your “Summer Buster” sales promotion?” This is an example
of a(n):
A. indirect suggestion.
B. autosuggestion.
C. prestige suggestion.
D. manipulative suggestion.
E. counter offer.
Which term refers to a group of names of potential customers gathered from a variety
of sources?
A. Orphans
B. Qualified prospect
C. Prospect pool
D. Customer canvass
E. Leaking customer bucket
Which of the following statements about order-getters is most likely true?
A. They do not use a sales strategy.
B. They wait for customers to place orders.
C. They avoid creative sales presentations.
D. They often do not attempt to close a sale.
E. They typically earn more money than order-takers.
For you as a salesperson to find an optimal prospecting method, the text suggests you
do all the following EXCEPT:
A. always call back on prospects who did not buy.
B. copy the prospecting methods of successful salespeople.
C. concentrate on high-potential customers before low-potential customers.
D. contact all prospects and current customers when you have a new product.
E. customize a prospecting method that suits the needs of your individual firm.
On the job, Jack acts purely in his own best interest. He follows company rules only to
avoid being fired. At what level of moral development is Jack most likely functioning?
A. Unrestricted
B. Principled
C. Conventional
D. Mature
E. Preconventional
Why do some businesses require that new salespeople work on the company’s
assembly line?
A. Develop empathy
B. Gain product knowledge
C. Analyze channel distribution
D. Monitor customer service facilities
E. Form relationships with co-workers
Which of the following is an example of a qualitative performance criterion used to
evaluate a salespeople’s performance?
A. Sales volume
B. Gross profit achieved
C. Product knowledge
D. Market share
E. New customers obtained
According to the text, modern corporations seek salespeople with all of the following
characteristics EXCEPT:
A. character
B. integrity
C. synergy
D. values
E. trust
According to the text, salespeople need to have sales knowledge to:
A. comply with state and federal Green River Ordinances.
B. build the buyer’s confidence in the salesperson.
C. eliminate inequities in sales experience.
D. more efficiently manage inventory.
E. win their employers’ confidence.
Which of the following terms refers to an extra-large customer that generates
significantly more revenue for a salesperson than other customers?
A. Balanced account
B. Outsourced account
C. Retail account
D. House account
E. Key account
The car salesperson says to the prospect, “I have written down all the reasons why you
should buy the new Ford Expedition. I think this might convince you that this is the car
for your family.” The car salesperson is using a(n) _____ close.
A. summary-of-benefits
B. continuous-yes
C. minor-points
D. T-account
E. modified T-account
During the _____ stage, the salesperson plans the sales presentation.
A. preapproach
B. trial close
C. follow-up
D. approach
E. value analysis
What is most likely needed in order to develop a customer benefit plan?
A. Rehearsed preapproach
B. Industry practicees
C. Customer profile
D. Client referrals
E. Marketing strategy
Sales managers use the ELMS system to:
A. identify demographic characteristics so that customer needs match sales goals.
B. evaluate salespeople during annual performance appraisals.
C. match the personalities of salespeople and customers.
D. create the most efficient travel routes for salespeople.
E. categorize accounts in terms of profitability.
A salesperson’s ability to overcome objections is an example of quantitative criteria.
In the role of team leader, the consultative salesperson:
A. can be called a “lone ranger.”
B. encourages business that is not in the customer’s long-term interest.
C. brings together all the organization’s resources for the customer.
D. expects customers to provide all the confidential information before making
purchase recommendations.
E. considers his/her job complete once the sale is over.
Lena Getz has just finished demonstrating the durability of her company’s upholstery
fabric. To find out if this feature is important to her prospect, she should:
A. use a trial close.
B. hand a catalog to the prospect.
C. use a probing question.
D. use the questions approach.
E. lead into a benefit.
The major thrust of the marketing concept is to:
A. sell the product at a low cost to customers.
B. satisfy customers, no matter what the costs.
C. satisfy customer wants, while still making a profit.
D. distribute products more equitably.
E. maximize stakeholder relationships.
Theo is in Target looking for a gift for his girlfriend. Theo is not sure of what he wants
except in general terms. At what level of need awareness is Theo in?
A. Conscious
B. Preconscious
C. Semiconscious
D. Unconscious
E. Intermediate
The _____ refers to the elements the salesperson assembles to make sales to prospects
and customers.
A. business proposition
B. sales presentation mix
C. positioning strategy
D. sales activities guide
E. marketing mix
Give three examples of probing questions that could be asked by someone selling new
cars.
What is the goal of relationship marketing? Explain the three levels of relationship
marketing.
What is the difference between wisdom and knowledge? How does a salesperson
acquire sales wisdom?
List and explain the six basic types of advertising programs that a company can use.
Describe three types of suggestions used by salespeople. Provide an example of each to
illustrate your answer.
What is the key to an organization’s success?
Discuss “termination-at-will” as it relates to employee rights.