1
What are the seven stages of the organizational buying decision process and what are the
implications for sales people at each stage?
Answer:
Feedback:

(1.) Anticipation or recognition of a problem or need. For salespeople anticipating the
needs or problems of customers generates opportunities (2.) Determination and description
of the characteristics and quantity of the needed item. At this stage salespeople need to
provide customers with information (3.) Search for and qualification of potential suppliers.
At this stage salespeople need their product or service to be one of the choices included for
evaluation (4.) Acquisition and analysis of proposals or bids. At this stage the salesperson
needs to provide the information requested in the format desired by the potential customer
(5.) Evaluation of proposals and selection of suppliers. At this stage the salesperson needs
to address the priorities of buyers and be prepared to address quality, pricing, credit,
delivery and other details needed for evaluation (6.) Selection of an order routine. At this
stage the salesperson needs to coordinate the delivery needs of the customer with the
company’s manufacturing schedule (7.) Performance evaluation and feedback. At this stage
the salesperson needs to address any problems or concerns in order to improve
opportunities for additional purchases in the future.
2
Your university puts together a team including faculty, admissions staff, development
personnel, financial aid and others to collectively sell the university. In a business, this
team might be called a
(A)
Matrix organization
(B)
Prospecting analysis committee
(C)
Solutions committee
(D)
Student assessment team
(E)
Risk analysis organization
Answer:
(A)
Matrix organization
3
Roland is putting together a selling center for his company. He will likely include
(A)
Customers, salespeople and HR people
(B)
Marketing, customer service and engineering people
(C)
Senior executives, sales managers and sales reps
(D)
Production staff, ad agency personnel and customers
(E)
All of the above people would be included in a selling center
Answer:
(B)
Marketing, customer service and engineering people
4
The term buying center refers to:
(A)
The sales department that engages in team selling
(B)
All people who are actually employed by a company and who can impact the buying decision
(C)
Any employee who has the potential for impacting the selling process
(D)
Any employee who has the potential for impacting the buying process
(E)
All the people who participate in buying a product or service
Answer:
(E)
All the people who participate in buying a product or service
5
Which of the following questions would be most likely asked when closing a sale?
(A)
Mr. Customer, can I have a few minutes of your time to show you a new way to keep track of
your inventory?
(B)
Should we include your company’s production vice-president in these discussions about a new
assembly line configuration?
(C)
Who in your company has the authority to make a buying decision?
(D)
Can I have an appointment next Tuesday or Wednesday?
(E)
Would you like to have that office desk in maple or cherry wood?
Answer:
(E)
Would you like to have that office desk in maple or cherry wood?
6
Which of the following statements about the sales presentation as a stage in the selling
process is true?
(A)
An efficient sales presentation should not be presented to just one individual within the buying
center
(B)
Very low-key selling should be used when the salesperson is expected to provide a great deal
of technical information and advice
(C)
Salespeople should not use demonstrations during the presentation unless they want to lose
the attention of the prospect
(D)
Sales presentations are a unique part of the organization and do not have to be consistent with
other organizational policies
(E)
None of the above statements about sales presentations is true
Answer:
(B)
Very low-key selling should be used when the salesperson is expected to provide a great
deal of technical information and advice
7
For which of the following products would a salesperson be most likely to use a
demonstration during her sales presentation?
(A)
An adjustable staple gun that can be used on every type of material from paper to cement
(B)
Coal
(C)
Paper napkins
(D)
Ceramic tile
(E)
Antique lace to be used for the making of one-of-a-kind bridal veils
Answer:
(A)
An adjustable staple gun that can be used on every type of material from paper to
cement
8
_____ is the core of the selling process.
(A)
Closing the sale
(B)
Prospecting the customer
(C)
Servicing the account
(D)
Qualifying the prospect
(E)
The sales presentation
Answer:
(E)
The sales presentation
9
In which of the following stages of the selling process is a company’s credit and collections
department most likely to be heavily involved?
(A)
Closing the sale
(B)
Prospecting for a customer
(C)
Servicing the account
(D)
Qualifying the prospect
(E)
The sales presentation
Answer:
(D)
Qualifying the prospect
10
Artis Moore owns a small company that details cars. He is trying to sell his services to a
company that rents cars and vans. As he talks to the rental company owner who makes all
purchasing decisions, Moore is trying to convince her that his detail services will benefit
the company. He is also endeavoring to show how it is more efficient to outsource the
cleaning of the cars rather than do it in-house. As Moore talks about the benefits, he is
trying to make sure that the job will add to the prof
(A)
Closing the sale
(B)
Prospecting for a customer
(C)
Servicing the account
(D)
Qualifying the prospect
(E)
The sales presentation
Answer:
(D)
Qualifying the prospect
11
In the stages of the selling process generally, what three efforts should be made BEFORE
presenting the sales message?
(A)
Servicing, qualifying and closing the sale
(B)
Prospecting, servicing and opening the relationship
(C)
Prospecting, opening the relationship and qualifying
(D)
Opening the relationship, closing the sale and servicing the account
(E)
The only effort needed is prospecting
Answer:
(C)
Prospecting, opening the relationship and qualifying
12
A salesperson engaged in cold canvassing would be:
(A)
Determining if a potential customer had the resources with which to buy
(B)
Engaged in telemarketing
(C)
Prospecting for potential customers using a mass marketing approach
(D)
Defining target markets
(E)
Selling industrial products to employees who were not members of the buying center
Answer:
(C)
Prospecting for potential customers using a mass marketing approach
13
XcelleNet provides software for companies that have a remote, mobile workforce. Its
salespeople provide its new and potential customers with all the support and help needed
to implement a system that is best suited to their particular needs—including, but not
limited to redesigning the software. XcelleNet salespeople would be best classified as
______ salespeople.
(A)
New business
(B)
Trade
(C)
Missionary
(D)
Technical
(E)
Key account
Answer:
(D)
Technical
14
In 1999, salespeople for the Choctaw Casino Resort Group, with six hotels less than two
years old, had tremendous success marketing the facilities to fraternal organizations
throughout the Southeast. Prior to the 1999 effort by its salespeople, few meeting planners
were aware of the meeting facilities that the resort hotels had and how its hotels were
designed to provide all of the services needed for a successful meeting. The Choctaw
Casino Resort Group salespeople exemplify _____ salespeople.
(A)
New business
(B)
Trade
(C)
Missionary
(D)
Technical
(E)
Key account
Answer:
(A)
New business
15
Which of the following is one of the characteristics that generally distinguishes B2B sales
from B2C sales?
(A)
B2C customers tend to be larger
(B)
B2B customers tend to engage in extensive decision-making processes
(C)
B2C markets tend to involve more expensive items
(D)
B2C markets tend to involve many people in the purchase decision
(E)
All of the above
Answer:
(B)
B2B customers tend to engage in extensive decision-making processes
16
Selling in B2B markets involves sales to:
(A)
Resellers, consumers, and institutions
(B)
Resellers, business users, and institutions
(C)
Consumers, business users, and institutions
(D)
Resellers, business users, and consumers
(E)
None of the above
Answer:
(B)
Resellers, business users, and institutions
17
The salesperson for a new streak-free window cleaner made a sales call on a janitorial
service. The owner of the janitorial service was unaware of the product, so the salesperson
had to begin her presentation by getting the service owner to
(A)
Analyze product specifications for a window cleaner
(B)
Recognize a need for a streak-free window cleaner
(C)
Perform an evaluation on how the cleaner worked at job sites
(D)
Search for potential suppliers of similar cleaners
(E)
Determine how many cases of window cleaner the company uses monthly
Answer:
(B)
Recognize a need for a streak-free window cleaner
18
When recycling wood from demolition lumber, recyclers use a magnetized conveyor belt
system. One of the leading manufacturers of such a system is Mastermag. Mastermag sales
increase when the market price for recycled iron increases and decrease when the market
price for recycled iron declines. The demand for the Mastermag magnetic system is:
(A)
Tangible
(B)
Inelastic
(C)
Homogeneous
(D)
Derived
(E)
Static
Answer:
(D)
Derived
19
During which stage of the buying process is the buying center most likely to be involved?
(A)
The evaluation of offerings and selection of suppliers
(B)
The selection of an order routine
(C)
The acquisition of proposals and bids
(D)
Anticipation or recognition of a problem or need
(E)
Search for and qualification for potential suppliers
Answer:
(A)
The evaluation of offerings and selection of suppliers
20
What is another name for business-to-business selling? What three types of markets are
involved in B2B selling?
Answer:
Feedback:
Another name for business-to-business selling is B2B. Three types of markets involved in
B2B selling are: sales to resellers; sales to business users; sales to institutions, as when
Dell sells a computer to a not-for-profit hospital or a government agency.
21
List and describe any five of the top ten success factors for professional salespeople
described in the text.
Answer:
Feedback:
The top ten success factors are: (1.) Listening skills (2.) Follow-up skills (3.) Ability to
adapt sales style (4.) Tenacity (5.) Well-organized (6.) Verbal communication skills (7.)
Proficiency in interacting with people at all levels (8.) Ability to overcome objections (9.)
Closing skills
22
What are the advantages and disadvantages of sales careers?
Answer:
Feedback:
Freedom of action and opportunities for personal initiative, good opportunities for career
development, financial rewards, favorable working conditions, and a variety of challenges
23
What are the six critical drivers of change affecting today’s selling environment?
Answer:
Feedback:
(1.) Building long-term relationships with customers. (2.) Creating sales organizational
structures that are more nimble and adaptable to the needs of different customer groups.
(3.) Gaining greater job ownership and commitment from salespeople. (4.) Shifting sales
management style from commanding to coaching. (5.) Leveraging available technology for
sales success. (6.) Better integrating salesperson performance evaluation
24
What is the major objective of an out supplier?
Answer:
Feedback:
Their objective is to move the customer away from the automatic reordering procedures of
a straight rebuy toward the more extensive evaluation processes of a modified rebuy.
25
What are the seven stages in the buying process?
Answer:
Feedback:

(1.) Anticipation or recognition of a problem or need (2.) Determination and description
of the characteristics and quantity of the needed item (3.) Search for and qualification of
potential suppliers (4.) Acquisition and analysis of proposals or bids (5.) Evaluation of
proposals and selection of suppliers (6.) Selection of an order routine (7.) Performance
evaluation and feedback
26
What type of customer is often referred to as a “”key account””?
Answer:
Feedback:
Key accounts are the very largest customers, especially those with buying centers, where
the potential business over time represents enough dollars and entails enough cross-
functional interaction between various areas of both firms to justify the high costs of the
team selling approach. Key accounts generally have a senior salesperson assigned to them.
27
What are the roles of different participants in the buying center?
Answer:
Feedback:
The seven categories are initiators, users, influencers, gatekeepers, buyers, deciders and
controllers, though some people may play multiple roles
28
Describe the six stages of the selling process.
Answer:
Feedback:

(1.) Prospecting for customers (2.) Opening the relationship (3.) Qualifying the
prospect (4.) Presenting the sales message (5.) Closing the sale (6.) Servicing the account
29
How are B2B sales generally different from B2C sales?
Answer:
Feedback:
B2B customers tend to be larger and tend to engage in extensive decision-making
processes. B2B markets tend to involve more expensive items and tend to involve many
people in the purchase decision.
30
What are the four types of B2B selling?
Answer:
Feedback:
Trade service, missionary seller, technical seller, new business seller.
31
Outline the two possible career tracks for salespeople wanting to become CEOs.
Answer:
Feedback:
The two possible tracks are: sales-sales manager-vice president or sales director-CEO,
sales-brand manger-marketing director or vice president-CEO.
32
Outline why people go into sales careers.
Answer:
Feedback:
Freedom of action and opportunities for personal initiative, good opportunities for career
development, financial rewards, favorable working conditions, variety of challenges.
33
Which of the following is the best example of a straight rebuy?
(A)
The purchase of 5,000 mildew-resistant shower curtains for a hotel chain
(B)
The selection of a site to hold the first company-wide seminar on employee rights
(C)
The renewal of a subscription to a trade journal
(D)
The purchase of a school bus for carrying special education students
(E)
The selection of a menu for a $1,000 a plate fund raising banquet for a new geriatric hospital
wing
Answer:
(C)
The renewal of a subscription to a trade journal
34
For which of the following products or services is an organization most likely to perform all
of the steps in the buying decision?
(A)
A replacement microwave for a snack bar at the community center
(B)
A meeting site for the first international conference for Internet retailers
(C)
A gross of markers for company message boards
(D)
A case of replacement fan belts for an OEM
(E)
Electricity
Answer:
(B)
A meeting site for the first international conference for Internet retailers
35
Most salespeople are involved in:
(A)
Key account management
(B)
Selling to middlemen
(C)
Providing after-sale service
(D)
Retail selling
(E)
Selling to manufacturers and service providers
Answer:
(D)
Retail selling
36
The increasing involvement of salespeople in _____________________ is one major
reason why the average cost of a sales call has risen.
(A)
Prospecting
(B)
Telemarketing
(C)
Virtual office procedures
(D)
Non-selling activities
(E)
None of the above, as the average sales call cost has declined
Answer:
(D)
Non-selling activities
37
One of the major reasons why the average cost of a sales call has risen dramatically in
recent years is:
(A)
Inflation
(B)
The high cost of labor
(C)
The high cost of new product introduction
(D)
Market globalization
(E)
The increasing involvement of sales reps in non-selling activities
Answer:
(E)
The increasing involvement of sales reps in non-selling activities
38
Rick, sales manager for an automobile dealership, encourages his sales force to identify
and manage their assigned customer relationships. Rick is responding to the
____________ driver of change is today’s selling environment.
(A)
Shifting sales management style from commanding to coaching
(B)
Gaining greater job ownership and commitment from salespeople
(C)
Better integrating salesperson performance evaluation
(D)
Building long-term relationships with customers
(E)
Creating sales organizational structures that are more nimble and adaptable to the needs of
different customer groups
Answer:
(B)
Gaining greater job ownership and commitment from salespeople
39
Which of the following is NOT one of the six drivers of change identified in reinventing
sales organizations?
(A)
Building long-term relationships with customers
(B)
Creating sales organizational structures that are more nimble and adaptable to the needs of
different customer groups
(C)
Shifting sales management style from commanding to coaching
(D)
Organizing sales teams into regional office structures
(E)
Better integrating salesperson performance evaluation
Answer:
(D)
Organizing sales teams into regional office structures
40
The buying center tends to be more complex when dealing with a straight rebuy situation.
(A)
True
(B)
False
Answer:
(B)
False
41
The first step of the organizational buying process is anticipation or recognition of a need
or problem.
(A)
True
(B)
False
Answer:
(A)
True
42
In terms of the buying center, an employee at a daycare center who realized that babies
were getting sick because the center did not use an antibacterial cleaner on all of its wood
and plastic surfaces would be both a user and an initiator.
(A)
True
(B)
False
Answer:
(A)
True
43
A salesperson is engaged in closing when he asks the customer, ““Would you like your new
dishwasher installed on Tuesday or Wednesday?””
(A)
True
(B)
False
Answer:
(A)
True
44
A company that includes a toll-free phone number in its advertisements and asks
customers to call the number to find out more about a specific product is using outbound
telemarketing as a prospecting tool.
(A)
True
(B)
False
Answer:
(B)
False
45
The first step in the selling process is to qualify prospects.
(A)
True
(B)
False
Answer:
(B)
False
46
Missionary salespeople often do not take orders from customers directly but persuade
customers to buy their firm’s product from distributors or wholesalers.
(A)
True
(B)
False
Answer:
(A)
True
47
Most salespeople are employed in various kinds of retail selling.
(A)
True
(B)
False
Answer:
(A)
True
48
In recent years, the average cost of making a sales call has declined.
(A)
True
(B)
False
Answer:
(B)
False
49
On average, salespeople still spend more time selling than in the performance of non-
selling activities.
(A)
True
(B)
False
Answer:
(B)
False
50
Successful salespeople naturally make successful sales managers.
(A)
True
(B)
False
Answer:
(B)
False
51
Freedom of action and opportunities for personal initiative are things most salespeople
fear.
(A)
True
(B)
False
Answer:
(B)
False
52
For most professional salespeople, it is the simplicity and lack of challenge of their jobs
that motivate them.
(A)
True
(B)
False
Answer:
(B)
False
53
Which driver of change in the selling environment recognizes that sales managers are often
guilty of blocking successful relationship selling?
(A)
Building long-term relationships with customers
(B)
Creating sales organizational structures that are more nimble and adaptable to the needs of
different customer groups
(C)
Shifting sales management style from commanding to coaching
(D)
Gaining greater job ownership and commitment from salespeople
(E)
Better integrating salesperson performance evaluation
Answer:
(C)
Shifting sales management style from commanding to coaching
54
In today’s rapidly changing selling environment, sellers
(A)
Are sought that provide solutions in addition to the products and services they sell
(B)
Are required to prove they provide best practices
(C)
Differentiate themselves by the sophistication of the technology they know how to use
(D)
Focus on the profitability of each sale
(E)
All of the above
Answer:
(A)
Are sought that provide solutions in addition to the products and services they sell
55
The freedom of action and opportunities for personal initiative in a sales job refers to
(A)
Monotony
(B)
Autonomy
(C)
Sales activities
(D)
Variety
(E)
None of the above
Answer:
(B)
Autonomy
56
Studies of the activities of salespeople show that, over the last decade,
(A)
The cost of a sales call has declined
(B)
Job enlargement had occurred
(C)
Administrative tasks have been reduced through technology
(D)
Time with customers has increased
(E)
All of the above
Answer:
(B)
Job enlargement had occurred
57
A sales person with the primary responsibility to increase business from current and
potential customers by providing them with merchandising and promotional assistance is
known as a
(A)
Trade service
(B)
Missionary seller
(C)
Technical seller
(D)
New business seller
(E)
None of the above
Answer:
(A)
Trade service
58
After beginning a sales presentation, Henriette realizes the prospect already knows much
of what she is presenting. She decides to skip a large part of her presentation and moves to
a comparison of her company’s products to competing products. Henriette showed the
_____________ selling skill.
(A)
Closing
(B)
Adaptive
(C)
Follow-up
(D)
Listening
(E)
Overcoming objections
Answer:
(B)
Adaptive
59
Leah, an account salesperson with a billboard advertising company, knew an important
customer wanted particular billboards in her territory. Two years later, when the billboards
finally became available, she called the customer and got the sale. Leah showed the
__________ selling skill.
(A)
Closing
(B)
Writing
(C)
Follow-up
(D)
Listening
(E)
Tenacity
Answer:
(C)
Follow-up
60
Jami, a sales rep for an industrial products company, took over a territory from another
salesperson who had infuriated an important customer. Jami called on that customer
regularly for two years, never asking for business. Finally, the customer asked him to bid a
job. Jami showed the _____________ selling skill.
(A)
Closing
(B)
Writing
(C)
Follow-up
(D)
Listening
(E)
Tenacity
Answer:
(E)
Tenacity
61
Which of the following is NOT one of the top ten success factors in selling?
(A)
Closing skills
(B)
Writing skills
(C)
Follow-up skills
(D)
Listening skills
(E)
Tenacity
Answer:
(B)
Writing skills
62
In a survey of sales managers, the highest rated success factor was
(A)
Creativity
(B)
Diligence
(C)
Assertiveness
(D)
Listening kills
(E)
Prospecting kills
Answer:
(D)
Listening kills
63
Serena is a top salesperson in her company. Her long-term goal is to become CEO. She
knows one possible career track is to become a sales manager. The other next-step-option
would likely be to become:
(A)
Finance manager
(B)
Brand manager
(C)
Personnel director
(D)
Executive account sales representative
(E)
Production manager
Answer:
(B)
Brand manager
64
Betty, the top salesperson for the company, was offered but turned down a promotion to
sales manager. Betty probably turned down the position because
(A)
Salespeople do not always make good sales managers
(B)
She preferred selling
(C)
She can make more money selling
(D)
Managerial position are often being downsized
(E)
All of the above
Answer:
(E)
All of the above
65
The increasing use of communication technology is changing the __________ aspect of
sales positions.
(A)
Work-family conflict
(B)
Job variety
(C)
Extrinsic rewards
(D)
Advance opportunities
(E)
Opportunities to move up the organizational ladder
Answer:
(A)
Work-family conflict
66
The fact that most customers have different needs and problems forcing salespeople to
work to develop unique solutions creates _____________ in sales careers.
(A)
Autonomy
(B)
Job variety
(C)
Extrinsic rewards
(D)
Favorable working conditions
(E)
Opportunities to move up the organizational ladder
Answer:
(B)
Job variety
67
Fiona, a new sales rep for a pharmaceutical company, has considerable autonomy. She
makes her own schedule, determining which customers to see and how often but, she
knows her supervisor is keeping close tabs on
(A)
Travel time
(B)
Where she is
(C)
Results
(D)
Sample inventory
(E)
All of the above
Answer:
(C)
Results
68
Salespeople hired right out of college
(A)
Are usually required to work in the office
(B)
Tend to start at higher salaries than most other professions
(C)
Prefer retail clerk positions
(D)
Have little autonomy
(E)
All of the above
Answer:
(B)
Tend to start at higher salaries than most other professions
69
Which of the following may be part of working conditions for a person in sales
(A)
Work-family conflict
(B)
Telecommuting
(C)
Virtual office
(D)
None of the above
(E)
All of the above
Answer:
(E)
All of the above
70
Opportunities for rewards in a sales job include
(A)
Intrinsic rewards
(B)
Extrinsic rewards
(C)
Both
(D)
Neither
Answer:
(C)
Both
71
The move from transactional selling to relationship selling necessitates rethinking
performance evaluation.
(A)
True
(B)
False
Answer:
(A)
True