Victor is calling on Meridian Cabinet Works. His goal is to close the deal for a
customized profile sander valued at about $3,500. He would be willing to accept a
purchase of one his firm’s ready-made sanders, which cost about $2,000. Victor would
try to convince the owner of Meridian to use the sander and to provide his company
with a testimonial because this would help him approach other local wood workers. For
Victor, the sale of the custom-built profile sander is his _____.
A. minimum call objective
B. secondary target
C. sales quota
D. primary call objective
E. customer value proposition
Which of the following is a method designed to get a prospect’s attention and interest
quickly and to make a smooth transition to the next part of the presentation?
A. Opening
B. Style flexing
C. Probing
D. Canvassing
E. Seeding
The representative of a packaged food service informed Carla, the cafeteria manager of
a university, that the company would be making bulk deliveries every two weeks
instead of its current weekly service. Carla complied even though this delivery schedule
would require her to make extra arrangements to store the food. In this scenario, Carla’s
approach to conflict resolution reflects the _____ mode.
A. competing
B. opposing
C. accommodating
D. collaborating
E. compromising
Anton has determined the facts in his customer’s complaint. His next step should be to:
A. follow through with the action he has chosen to solve his customer’s problem.
B. listen to the customer without interrupting when the problem is being described the
first time.
C. offer a solution and gain agreement that the proposed solution is acceptable.
D. discuss how another member of the selling center is actually at fault.
E. determine whether his firm or the customer’s firm is responsible for the problem.
Larry, an inexperienced sales rep, has asked you to suggest ways to deal with potential
ethical problems. What should you suggest?
A. It’s only unethical if it is illegal.
B. Do what the other sales reps do.
C. Do whatever earns profits for your company.
D. Perform whatever services your client requests.
E. Develop and maintain a personal code of ethics.
The _____ method of closing a sale attempts to bring to the table all issues of concern
to the prospect but does not claim to be able to resolve the issue.
A. alternative choice
B. benefit summary
C. direct request
D. minor point
E. probing
Harvey uses an organized presentation which has a standard introduction along with
standard answers to commonly asked questions. It follows a standard approach toward
securing orders from customers. Harvey is using a(n) _____ presentation.
A. customized
B. outlined
C. adaptive
D. canned
E. cause and effect
Which of the following is NOT a phase of relationship development for a seller and a
buyer?
A. Awareness
B. Exploration
C. Commitment
D. Attraction
E. Expansion
Which of the following statements about sales call objectives is true?
A. Sales call objectives should always be expressed in monetary terms.
B. Sales call objectives are unnecessary for missionary salespeople.
C. Sales call objectives are unnecessary when the sales rep is cold calling.
D. Sales call objectives should be limited to one objective per sales call.
E. Sales call objectives are based on strategic decisions about an account.
Which of the following statements is NOT a guideline to use when determining the
facts about a customer complaint?
A. It is easy to be influenced by a customer who is honestly and sincerely making a
claim for an adjustment.
B. An inexperienced salesperson might forget that many customers make their case for
a claim as strong as possible.
C. Whenever possible, the salesperson should examine, in the presence of the customer,
the article or product claimed to be defective.
D. Experienced salespeople soon learn that products may appear defective when
actually nothing is wrong with them.
E. Starting an inquiry into the nature of a complaint is an effective way to postpone
action to resolve a complaint.
Which of the following is NOT one of the factors that constitutes trust?
A. Dependability
B. Honesty
C. Likability
D. Spontaneity
E. Competence
ABC analysis would be of LEAST value to a salesperson selling:
A. clothes to department stores.
B. MRI equipment to hospitals.
C. cereal to supermarkets and grocery stores.
D. pharmaceuticals to drug store pharmacies.
E. cosmetics to retail outlets.
Howard, a salesperson for Kemco Sanitation Systems, told a purchasing agent, “Our
new system can save your company $60,000 annually in energy, chemicals, and water
use compared to the type of sanitation system you’re using now.” Howard’s statement
reflects _____ in this scenario.
A. problems
B. needs
C. attributes
D. features
E. benefits
Caitlin Gold has sold business textbooks for two decades. When on the field, she makes
it a point to try to create a personal relationship with her customers. When a committee
of professors was constituted to select a new marketing book, her book was one of the
three finalists. Because the committee chairperson considered herself a close friend of
Gold, she convinced the committee to select Gold’s text over the other options. The
committee chairperson trusted Gold to provide a good text at a fair price. This is an
example of a _____.
A. relational partnership
B. functional partnership
C. transactional relationship
D. transformational partnership
E. strategic partnership
David, your company’s newest salesperson, tells his sales manager, “I wish I could
figure out my new prospect. He is friendly, seems to agree with everything I say, but he
keeps postponing the decision about which company will be his primary supplier. It’s
driving me nuts!” Based on your knowledge of the social style matrix, you can inform
David that his prospect seems to fall under the category of:
A. drivers.
B. expressives.
C. amiables.
D. analyticals.
E. risk-takers.
Which of the following statements is good advice for salespeople concerned about
using proper facial expressions as nonverbal communicators?
A. Nothing creates rapport like a smile.
B. Refrain from blushing during the presentation.
C. Try pointing fingers to add emphasis to statements.
D. Facial reactions are typically easy to manage.
E. Staring fixedly at customers is a great way to communicate confidence.
A group of uniform rental companies agreed that neither would charge less than $5 per
week per uniform even before the newly opened chicken plant contacted them for bids.
This is an example of:
A. business defamation.
B. a contrivance.
C. price discrimination.
D. collusion.
E. a conspiracy.
Which of the following is NOT a limitation commonly experienced with telephone
prospecting?
A. Customers may find telephone calls annoying.
B. Unexpected prospecting calls may interrupt important work in which the prospect is
engaged.
C. Telephones limit communications to verbal messages.
D. It is easier for the person contacted to end the conversation.
E. It is a highly expensive method of prospecting.
On the first day of Barbara’s new sales job, she was given a written sales presentation
and asked to learn it so she could recite it when she called on prospects. Her sales
manager insisted that she deliver this presentation word for word. Barbara will be using
a(n) _____ presentation during her sales calls.
A. customized
B. adaptive
C. standard memorized
D. outlined
E. modified
A salesperson for a professional laundry service asked an amusement park owner, “Do
the stains on the uniforms worn by your personnel cause parents to doubt your
company’s ability to provide them and their children with well-maintained rides?” In the
context of the SPIN technique, the salesperson is using a(n) _____ question here.
A. situation
B. problem
C. implication
D. benefit
E. need payoff
Karen is in search of a new job. She is of the opinion that the first step in making a
good match between what she has to offer and a company’s position is to determine
what she needs. Therefore, she asks herself, “Can I work well when assignments are
ambiguous, or do I need a lot of instruction?” The above statement indicates that she is
trying to understand her need for _____.
A. structure
B. altruism
C. knowledge
D. motivation
E. stress
Using a consultative customer-oriented sales approach:
A. focuses on solo exchanges as the primary type of business transaction.
B. improves customer retention and firm profitability.
C. fails to improve relationship marketing efforts in business selling commodities.
D. leads to low behavioral loyalty.
E. reflects the lowest degree of relationship marketing efforts.
Which of the following would be the LEAST useful source of information about a
prospect for a new salesperson?
A. Secretaries in the salesperson’s firm
B. Other noncompeting salespeople
C. The prospect’s Web page
D. The salesperson’s company database
E. The prospect’s competitors
As Sharon concluded her sales interview with Burt, he said, “I was so happy with your
products that I spoke with other manufacturers in this area and they would like you to
contact them in this regard.” For Sharon, Burt is a:
A. center-of-influence.
B. negotiator.
C. promoter.
D. spotter.
E. driver.
The owner of Sherwyn’s Hardware will receive a discount of 15 percent if she orders 12
or more Mandarin bird feeders from Darren Products. If fewer than 12 bird feeders are
ordered, she will not receive the _____ discount.
A. functional
B. trade
C. quantity
D. promotional
E. managerial
To qualify as a prospect, it is imperative that a lead have all of the following
characteristics EXCEPT:
A. charisma.
B. authority to buy.
C. ability to pay.
D. eligibility to buy.
E. needs.
In which of the following instances is the salesperson using the multiple-sense appeals
approach?
A. Rhonda uses a canned presentation to deliver a standardized talk about her firm’s
sanitation systems.
B. William creates a customized sales presentation for a Webcasting session with an
overseas client.
C. Jason leaves behind some brochures of his company’s modular kitchens at the client’s
office for circulation among members of the buying center.
D. Norah uses a video to demonstrate the manner in which her company manufactures
hospital goods that meet all quality control standards.
E. John makes a joke during his presentation when he notices that the main member of
the buying center is visibly bored.
As Sandra concluded her sales interview with Burt, she said, “I’m pleased you see the
value of this new software for managing your inventory. Can you suggest some other
small business owners who might like to see it?” Sandra is using the _____ method of
prospecting.
A. selling center
B. endless-chain
C. lists and directories
D. spotters
E. canvassing
How does a house account differ from other types of accounts?
A. A house account is always unprofitable.
B. A house account is usually too small for attention by a salesperson.
C. No commission is paid on sales to the house account.
D. A house account is served by the firm’s telemarketing center.
E. Commissions are split among all the salespeople who service the house account’s
various locations.
The purchase of maintenance, repair, and overhaul (MRO) supplies:
A. is usually overseen by the department placing the order.
B. includes the services offered by accountants and advertising agencies.
C. is treated as a new-task buying situation.
D. is considered as important as the purchase of capital equipment.
E. is typically done without an evaluation of the supplier.
When salespeople communicate in a high-technology environment, they should:
A. never deliver bad news via e-mail.
B. avoid “techno overkill.”
C. make sure the communication is meaningful.
D. customize their messages.
E. all of the above.