Archives: Quiz
978-1260169829 Chapter 12 Part 2
54) You are selling skiwear to the manager of a large ski resort. The manager has agreed to order ten down-filled jackets. After finalizing the sale, you should: A) spend some more time with the client to build a trusting […]
978-1260169829 Chapter 12 Part 1
ABC’s of Relationship Selling, 13e (Futrell) Chapter 12 Closing Begins the Relationship 1) According to the Core Principles of Professional Sales, a salesperson should not close the sale if the product is not suitable for the customer. Answer: TRUE Explanation: […]
978-1260169829 Chapter 11 Part 4
121) After dealing with a prospect’s objection, the very next thing the professional salesperson should do is to: A) apply the FAB sequence. B) use the 5-question sequence. C) return to the SELL sequence. D) conduct a trial close. E) […]
978-1260169829 Chapter 11 Part 3
93) Jessica sells exercise equipment to health clubs and similar facilities. During a sales call, her prospect says, “Our clients are quite happy with the results they are getting from the use of our current equipment.” This is an example […]
978-1260169829 Chapter 11 Part 2
53) A prospect’s response during a sales presentation could be categorized as any of the following EXCEPT a(n): A) request for more information. B) indirect suggestion. C) hopeless objection. D) condition of sale. E) true objection. Answer: B Explanation: According […]
978-1260169829 Chapter 11 Part 1
ABC’s of Relationship Selling, 13e (Futrell) Chapter 11 Welcome Your Prospect’s Objections 1) According to the Core Principles of Professional Selling, the salesperson should always leave immediately when a prospect says “No, I do not need your product.” Answer: FALSE […]
978-1260169829 Chapter 10 Part 4
121) As per the text, technology can help salespeople during sales presentations because of all the points mentioned, EXCEPT, A) Using a computer tablet in front of the buyer can be impressive. B) Technology enables the presentation of video clips […]
978-1260169829 Chapter 10 Part 3
95) Which of the following is most likely true about proof statements? A) Survey results from magazines are invalid proof statements. B) Proof statements can substantiate a salesperson’s product claims. C) Past sales records are weak proof statements and infrequently […]
978-1260169829 Chapter 10 Part 2
55) The second essential step of a sales presentation is the: A) FAB step. B) SELL sequence. C) business proposition. D) marketing plan. E) trial close. Answer: D Explanation: The first step of any sales presentation is discussing the features, […]
978-1260169829 Chapter 10 Part 1
ABC’s of Relationship Selling, 13e (Futrell) Chapter 10 Elements of a Great Sales Presentation 1) A salesperson who uses puffery in a sales presentation is more likely to make a sale than the one who does not. Answer: FALSE Explanation: […]
978-1260169829 Chapter 9 Part 4
125) Which of the following statements is true about a nondirective question? A) Most nondirective questions are closed ended. B) A nondirective question usually begins with do or are. C) Nondirective questions are used to find points of agreement. D) […]
978-1260169829 Chapter 9 Part 3
93) When introduced to the prospect, Jason said, “I’ll have to admit that I am new to selling landscape equipment, but I do want to learn as much as I can. What do you think is the most important tool […]
978-1260169829 Chapter 9 Part 2
53) Which of the following is an approach technique that involves asking questions? A) Complimentary B) Premium C) Showmanship D) Product E) Curiosity Answer: E Explanation: Curiosity, shock, and SPIN are approach techniques that require asking the prospect questions. The […]
978-1260169829 Chapter 9 Part 1
ABC’s of Relationship Selling, 13e (Futrell) Chapter 9 Begin Your Presentation Strategically 1) According to the Core Principles of Professional Selling, salespeople should begin their sales presentation knowing the key customer benefits that will be discussed. Answer: TRUE Explanation: Salespeople […]
978-1260169829 Chapter 8 Part 4
128) What are the four phases of negotiation? A) Planning, meeting, studying, and proposing B) Attention, interest, desire, and action C) Interest, desire, conviction, and buying D) Planning, proposing, reciprocating, and closing E) Planning, studying, sampling, and closing Answer: A […]
978-1260169829 Chapter 8 Part 3
96) Typically the first step of the problem-solution sales presentation is to: A) prepare the presentation based on previously gathered customer knowledge. B) convince the prospect to allow the salesperson to analyze the problem. C) have the prospect and the […]
978-1260169829 Chapter 8 Part 2
56) Which of the following is an unstructured sales presentation method that typically requires significant creativity? A) Memorized presentation B) Stimulus response presentation C) Need-satisfaction presentation D) Canned sales presentation method E) Problem-solution presentation Answer: C Explanation: The need-satisfaction presentation […]
978-1260169829 Chapter 8 Part 1
ABC’s of Relationship Selling, 13e (Futrell) Chapter 8 Carefully Select Which Sales Presentation Method to Use 1) According to the Core Principles of Professional Selling, the heart of the sales presentation is the salesperson’s approach to the customer or prospect. […]
978-1260169829 Chapter 7 Part 4
125) Arminda, who sells wicker furniture, invites the owner of Stanley Furniture to watch a demonstration outside. Arminda pours a five-gallon bucket of water on a wicker chair, talks to the storeowner for about 10 minutes, and then sits in […]
978-1260169829 Chapter 7 Part 3
95) Reyna sells children’s encyclopedias. Before a sales call at a local bookstore, Reyna collected background information about the company using Manta.com and LinkedIn, and reviewed the store’s typical business terms and requirements. Reyna compiled this information in her: A) […]
978-1260169829 Chapter 7 Part 2
56) Which of the following is critical to strategic problem solving? A) Nonverbal communication B) High-tech equipment C) Effective prospecting D) Creative solutions E) Industry alliances Answer: D Explanation: Strategic needs, creative solutions, and mutually beneficial agreements are critical to […]
978-1260169829 Chapter 7 Part 1
ABC’s of Relationship Selling, 13e (Futrell) Chapter 7 Planning the Sales Call is a Must! 1) Purpose is a list of plans, goals, or objectives that differ from one sales call to another. Answer: FALSE Explanation: Purpose is not a […]
978-1260169829 Chapter 6 Part 4
124) According to a study by Behavioral Sciences Research Press, the problem of call reluctance in sales is widespread and costly. Which of the following findings is true? A) Some 96 percent of all new salespeople who fail within their […]
978-1260169829 Chapter 6 Part 3
94) In situations when there are a large number of prospects for a product, a salesperson should most likely use: A) direct-mail prospecting. B) center of influence prospecting. C) his/her membership in sales lead club. D) endless chain prospecting. E) […]
978-1260169829 Chapter 6 Part 2
54) The sales manager at OBC Office Supplies has determined that the office manager of Hoffman Realty has the money, desire, and authority to purchase a new copy machine. Hoffman Realty would best be described as a: A) potential referral. […]
978-1260169829 Chapter 6 Part 1
ABC’s of Relationship Selling, 13e (Futrell) Chapter 6 Prospecting—The Lifeblood of Selling 1) Preapproach is the first step in the selling process. Answer: FALSE Explanation: The first step in the sales process is prospecting. Preapproach and planning are the two […]
978-1260169829 Chapter 5 Part 4
125) It costs a company $6 to manufacture a product. It sells the product for $10 to a wholesaler who in turn sells it to a retailer for $12. A customer of the retailer buys it for $24. What was […]
978-1260169829 Chapter 5 Part 3
95) Netiquette: A) does not change because it is based on common sense. B) is the term used for etiquette on the Internet. C) is based on the principle, “Don’t put all of your eggs in one basket.” D) advises […]
978-1260169829 Chapter 5 Part 2
55) 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 Answer: B Explanation: Many […]
978-1260169829 Chapter 5 Part 1
1 ABC’s of Relationship Selling, 13e (Futrell) Chapter 5 Sales Knowledge: Customers, Products, Technologies 1) According to the Core Principles of Professional Selling, most customers do not care how much a salesperson knows about a product until the salesperson shows […]
978-1260169829 Chapter 4 Part 4
122) According to self-concept theory, which term refers to how people see themselves? A) Real self B) Self-image C) True self D) Ideal self E) Looking-glass self Answer: B Explanation: People possess four images according to the self-concept theory. Self-image […]
978-1260169829 Chapter 4 Part 3
94) What should you remember when wanting your prospect with a thinker personality to make a decision on your solution? A) Prospect probably will want input from others before making a decision. B) Prospect might be impatient with you for […]
978-1260169829 Chapter 4 Part 2
54) Which of the following distorts communication between the buyer and the seller? A) Encoding mechanisms B) Feedback C) Decoding tools D) Noise E) Caution signals Answer: D Explanation: Noise consists of any factors that distort communication between buyer and […]
978-1260169829 Chapter 4 Part 1
ABC’s of Relationship Selling, 13e (Futrell) Chapter 4 Communication for Relationship Building: It’s not All Talk 1) The ability to communicate effectively is the second most important skill for a sales career behind financial shrewdness. Answer: FALSE Explanation: Although many […]
978-1260169829 Chapter 3 Part 4
120) ________ is defined as the tension the mother feels over whether she made the right decision when she purchased the least expensive bicycle helmet and protective pads for her young son who is just learning how to ride a […]
978-1260169829 Chapter 3 Part 3
94) According to the text, sales will increase if a sales presentation stresses: A) benefits important to the prospect. B) unique product features. C) physical and performance characteristics. D) long-term investment opportunities. E) details of the aggregation process. Answer: A […]
978-1260169829 Chapter 3 Part 2
54) Jed Gillon is shopping in Target for a gift for his girlfriend. Gillon wants to buy something useful for his girlfriend because she just bought a new home. At what level of need awareness is Gillon? A) Conscious B) […]
978-1260169829 Chapter 3 Part 1
ABC’s of Relationship Selling, 13e (Futrell) Chapter 3 The Psychology of Selling: Why People Buy 1) A salesperson following the Core Principles of Professional Selling is helpful and honest with customers even if that means losing sales. Answer: TRUE Explanation: […]
978-1260169829 Chapter 2 Part 4
119) An ethics ombudsperson: A) interacts with the organizational stakeholders on a daily basis. B) writes the company’s code of ethics. C) is also called a whistle-blower. D) handles all negative publicity for an organization. E) is an official who […]
978-1260169829 Chapter 2 Part 3
93) Which of the following statements about misrepresentation is false? A) When salespeople loosely describe their goods or services in glowing terms, those statements cannot be relied upon by the potential buyer. B) Courts tend to favor salespersons in misrepresentation […]
978-1260169829 Chapter 2 Part 2
53) Suzanne, a sales representative at MedEx, a pharmaceutical firm, was being sexually harassed by her manager, Phil. After Suzanne refused to submit to Phil’s advances, he threatened to fire her. Suzanne can most likely sue MedEx based on which […]
978-1260169829 Chapter 2 Part 1
ABC’s of Relationship Selling, 13e (Futrell) Chapter 2 Ethics First . . . then Customer Relationships 1) The ethical behavior of an employee is influenced by managers, co-workers, and the organization. Answer: TRUE Explanation: The ethical behavior of individual employees […]
978-1260169829 Chapter 1 Part 4
132) ________ skills refer to the seller’s ability to work with and through other people. A) Conceptual B) Empathy C) Human D) Personal E) Strategic Answer: C Explanation: Human skill is the seller’s ability to work with and through other […]
978-1260169829 Chapter 1 Part 3
96) ________ rewards are generated by the individual, not given by the company. A) Financial B) Extrinsic C) Quantitative D) Psychological E) Physiological Answer: D Explanation: Psychological rewards come from feeling proud of a job and the work that you […]
978-1260169829 Chapter 1 Part 2
56) Which of the following falls within the definition of “place”? A) Promotional allowances B) Returns C) Image D) Inventory E) Customer service Answer: D Explanation: The marketing manager determines the best method of distributing products and how much inventory […]
978-1260169829 Chapter 1 Part 1
ABC’s of Relationship Selling, 13e (Futrell) Chapter 1 The Life, Times, and Career of the Professional Salesperson 1) The marketing concept is a business philosophy that says the customers’ want- satisfaction is the economic and social justification for a firm’s […]
978-1285161594
1 Instructor’s Manual with Test Bank for Effective Helping Interviewing and Counseling Techniques Eighth Edition Ricki E. Kantrowitz Westfield State University Barbara F. Okun Northeastern University and Harvard Medical School 2 CONTENTS Introduction 4 SECTION I: TEACHING EFFECTIVE HELPING SKILLS […]
978-1285161594 Chapter 10
1 Chapter 10. Issues Affecting Helping CHAPTER REVIEW Chapter 10 focuses on the third dimension of the human relations counseling model, the societal, professional, and personal issues that affect human relationships. The chapter begins by emphasizing the impact of the […]
978-1285161594 Chapter 9
1 Chapter 9. Crisis Theory and Intervention CHAPTER REVIEW Helpers are increasingly engaged in crisis intervention and disaster relief. Chapter 9 presents an overview of basic crisis and disaster theory. It discusses the application of helping relationship skills and strategies […]
978-1285161594 Chapter 8
1 Chapter 8. Stage 2: Applying Strategies CHAPTER REVIEW Chapter 8 examines the six steps involved in applying strategies during the second stage of the helping relationship. The six steps are: 1) mutual acceptance by helper and helpee of defined […]