Marketing 257

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62. (p. 239) Identify a common method of applying this technique or quantifying the solution. A. Cost-benefit analysis B. Return on investment C. Net present value D. Payback period E. All of the above

76. (p. 212) When applying the problem/solution selling model, _____ is the term used for the problems of the client that the salesperson is partially aware of. A. features B. issues C. situations D. benefits E. business model

31. (p. 196) Which of the following is NOT one of the essential elements of a sales call? A. Calculating the profit margin in advance B. Making a good impression C. Identifying or reiterating a prospect's needs D. Building credibility and trust E. Offering solutions for a buyer's needs

31. (p. 226) During her presentation to a prospective customer, Lea informed him about the new wallboard's superiority. She also brought a sample so that the building contractor could see and feel the superiority of the product she was selling. Lea used a _____ to improve the buyer's understanding of her product. A. multiple-sense appeal B. standardized approach C. collaborative approach D. style flexing appeal E. composite appeal

33. Which of the following is a benefit of the standard memorized sales presentation? A. It ensures that the salesperson will provide complete and accurate information about the company's products and policies. B. It is one of the most adaptive presentation techniques. C. The salesperson's ability to speak spontaneously is enhanced while using this type of presentation. D. It is based on a detailed analysis of an individual customer's situation and needs. E. It provides a high degree of flexibility to sales representatives because they need to keep the changing needs of customers in mind.

34. (p. 197) Which of the following is a desirable course of action when a salesperson finds out that a buyer will not be able to meet at the appointed time? A. Making use of the waiting time by completing other tasks B. Leaving the buyer's office immediately C. Trying to go over the barrier by directly meeting the buyer D. Asking the receptionist to immediately contact the buyer asking for an explanation E. Waiting for hours to meet the buyer

35. (p. 176) Luke and his wife, Coreen, supply cut flowers to florists in Dallas. They have been approached by a salesperson for a horticultural firm that wants to sell them a product that keeps flowers fresh for a long time. Unfortunately, the owner of the horticultural company was once very rude to Coreen and she harbors some resentment toward the owner. While Luke may want to buy the product, his wife will act as a(n) _____ in this situation. A. influential adversary B. actual competitor C. potential competitor D. sales bulwark E. opposing implement

38. (p. 127) Instead of using her company's standard memorized presentation, Fiona has developed an outline presentation. She knows an outline presentation has the advantage(s) of being: A. informal and natural. B. completely customized to customers' needs. C. simplistic and completely flexible. D. gradual and powerful. E. aggressive and sincere.

38. (p. 177) 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

39. (p. 199) 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

39. (p. 230) Which of the following is a guideline for the proper use of visual aids? A. Selecting a few visual aids from a portfolio for each presentation B. Looking at the visual aids throughout the presentation C. Placing a portfolio with the visual aids between the salesperson and the customer D. Using all the visuals in a portfolio for every presentation E. Using detailed videos that outline a product's features in about half an hour

40. (p. 257) Which of the following would be classified as an objection related to the source? A. "Isn't your company new in this field? I'm not sure if I can take this risk." B. "How do I know you'll meet that delivery schedule?" C. "We can't make a reasonable profit if we have to pay that much for merchandise." D. "Sorry, we're all stocked up." E. "I was looking for a lighter shade of red."

41. (p. 258) Which of the following is an example of an objection related to the source? A. "You're not an engineer; you can't understand the difficulty of drilling for oil in subsea conditions at 15,000 psi of pressure." B. "The lifelike quality of your silk flowers is just not worth the extra costs your company charges." C. "I need to take some time and consider if I want to pay $3,500 for an industrial-strength vacuum cleaner." D. "I have always considered Nitrile gloves to be of superior quality and have never considered buying another brand." E. "While I do need entertainment for the Winter Carnival, I have heard that this particular entertainer had shown up drunk at a performance."

42. (p. 179) Which of the following statements about sales call objectives is FALSE? A. The primary objective of every sales call is to make a sale. B. An objective should be established for every sales call. C. Sales call objectives should be specific. D. Sales call objectives should be measurable. E. Sales call objectives should be aimed at customer action.

47. (p. 199) When Bobbi walked into the office of a lawyer she was trying to crack a deal with, she said, "Everyone in town thinks highly of your ethical standards. Whenever the subject of an ideal and committed lawyer comes up in conversation, only you come to mind." Bobbi was using the _____ opening to sell software that researches and manages legal precedents. A. compliment B. curiosity C. product D. introduction E. referral

48. (p. 233) Which of the following statements about the use of computers by salespeople is true? A. Salespeople use collateral management systems to archive, catalog, and retrieve digital media and text. B. Computers are generally not able to offer excellent visuals and graphics. C. It is difficult to perform what-if analyses on computers. D. A computer can store only a small amount of information. E. Information in computers is more difficult to retrieve than in larger computers.

49. (p. 180) Tom, an experienced salesperson for road construction equipment, has been hired as the sales representative for Caterpillar Tractor Corporation in the state of Ohio. Tom is aware that his company makes products of high quality but is fairly new in the market. Which of the following objectives for Tom's first sales call on Faulkner Paving, a key prospect, meets the criteria of being realistic? A. To get an appointment for a second call B. To persuade Faulkner to switch to Caterpillar's equipment next season C. To convince Faulkner to buy one of Caterpillar's large bulldozers for a trial run D. To get Faulkner to watch a two-hour videotape that shows the superiority of the construction of Caterpillar's products E. All of the above

49. (p. 199) The booking agent for Moser Midway Rides walked into the management office for the Ohio State Fair and said, "The average family of four will spend 5.5 hours at the fair and spend between $60 and $70. How would you like to have that same family spend between $90 and $100 at your fair?" Which of the following methods of opening was the salesperson using in this scenario? A. Question B. Rapport C. Product D. Introduction E. Referral

49. (p. 262) When responding to a buyer's objection, a salesperson should: A. listen as though he or she has never heard that objection before. B. hand the buyer a testimonial or other visual aid refuting that point as soon as he or she recognizes the objection. C. interrupt the buyer's objection with an answer as soon as the objection is apparent. D. raise his or her hand and stop the buyer's objection as soon as it is recognized. E. do none of the above.

53. (p. 265) Which of the following methods of handling a prospect's objection is only appropriate when the prospect's statement is blatantly untrue? A. Direct denial B. Compensation C. Revisit D. Acknowledge E. Postpone

54. (p. 181-182) Victor is calling on Meridian Cabinetworks. His goal is to close a deal for a customized profile sander valued at about $3,500. He'd be willing to accept if Meridian purchases one of one his firm's ready-made sanders, which cost about $2,000. Victor wants to convince the owner of Meridian to use the sander and to provide his company with a testimonial that would help him approach other local wood workers. For Victor, the sale of the less expensive ready-made profile sander is his _____. A. minimum call objective B. strategic mission C. sales quota D. primary call objective E. optimistic call objective

54. (p. 201) Which of the following pairs of individuals are most receptive to small talk? A. Amiables and expressives B. Analyticals and drivers C. Analyticals and amiables D. Drivers and expressives E. Amiables and drivers

54. (p. 237) A request for proposal (RFP): A. is used when a customer has a firm idea of the product needed. B. is often referred to as a payback period request. C. is used when companies are looking at researching and designing new products. D. is unlikely to discuss the cost and delivery schedules for a project. E. is used when a salesperson has a firm idea of his or her company's product.

54. (p. 265) Alex, an employee of a radio station in San Francisco, sells advertising time to interested clients. While talking to a local retailer, Alex was told, "Your station's advertising time costs three times as much as the other radio stations." Alex responded, "If you look carefully at our rate card, you will see that the costs you refer to are only for prime time advertising. The rest of our rates are just as reasonable as the other stations, and we have twice as many listeners." Alex was using the _____ method to respond to a buyer's objections. A. direct denial B. compensation C. revisit D. acknowledge E. postpone

55. (p. 132) The two critical dimensions used to understand social behavior under the social style matrix are: A. assertiveness and responsiveness. B. passiveness and aggressiveness. C. positive and negative. D. aural and verbal. E. domestic and international.

55. (p. 201) When preparing for an initial sales call, social networking sites can be a valuable source of information about _____. A. a prospect's interests and background B. corporate ethics policies of a company C. current demographic trends in the industry D. prices competitors charge currently E. inventory allowances

55. (p. 238) Which of the following statements about RFPs (request for proposal) is true? A. A salesperson can help a customer identify needs and specify product characteristics. B. Some customers call RFPs proposed negotiation points (PNPs). C. Buyers appreciate proposals that contain a large amount of material that require them to search for answers. D. Delivery schedules are typically not included in the RFP. E. All of the above.

55. (p. 265) Which of the following methods of handling an objection is NOT appropriate to deal with a valid opinion or objection expressed by a prospect? A. Direct denial B. Compensation C. Revisit D. Acknowledge E. Referral

56. (p. 182) SRC Refrigeration Company manufactures and sells refrigerator display units for flowers. Ronald, a salesperson for the company, is calling on a large supermarket chain in an attempt to provide a demonstration of SRC's new product which "bathes flowers in generous humidity and uniform air temperature." One of Ronald's sales call objectives is to replace all refrigeration units in the 235-store chain with SRC units. This sales call objective is most likely an example of a(n) _____ call objective in this scenario. A. optimistic B. minimum C. primary D. secondary E. basic

57. (p. 238) A written proposal should have an executive summary, a brief description of the problem and solution, and: A. a description of the current situation relative to the proposed solution. B. a collection of testimonials from satisfied customers. C. a statement of support from the buying committee. D. photographs of the selling company's officers and buildings. E. the selling firm's pro-forma balance sheet.

58. (p. 134) "If you'd follow my instructions more carefully and focus on getting the job done, you'd be a lot more successful." These instructions tell you that the person giving them is most likely a(n) _____ according to the social style matrix. A. driver B. expressive C. amiable D. analytical E. motivator

59. (p. 239) Jorge is developing a presentation for a customer. He wants to show the customer how his product will meet the prospect's needs and how it is different from the offerings of competitors. Jorge is developing a(n): A. customer value proposition. B. asset management statement. C. customer relationship statement. D. content analysis report. E. credibility statement.

60. (p. 266) Indirect denial should: A. never be used if the prospect has raised a valid point. B. be used only if the buyer's objection is used as a means of getting rid of the salesperson. C. be used if the buyer is expressing his or her opinion. D. be used to inform the prospect that the objection is unimportant. E. be used if the buyer is accustomed to conducting trade-off analyses.

62. (p. 205) Speaking to the owner at a large shopping mall store, the security system salesperson said, "Do you know how many shoplifters you can actually catch each year?" In the context of the SPIN technique, this question would be categorized as a(n) _____ question. A. situation B. closed C. implication D. necessary E. indication

62. (p. 266) When buyers note the disadvantages of a product and sales reps agree and turn the conversation to their product's strengths, they are illustrating the _____ method of responding to objections. A. compensation B. probing C. revisit D. acknowledge E. indirect denial

63. (p. 240) Sonya showed the office manager at Arunden Solutions how he could pay for the new copier she was selling by bringing more of Arunden's printing jobs in-house, and saving money that had previously been spent on local printers. Sonya is using _____ to quantify the solution. A. cost-benefit analysis B. return on investment C. net present value D. payback period E. opportunity cost

64. (p. 205) Viveca asked the supermarket manager, "How many dollars' worth of frozen food do you buy each month?" In the context of the SPIN technique, this question would be categorized as a(n) _____ question. A. situation B. problem C. implication D. open E. indication

65. (p. 133-136) Moira and Mariah are sisters. Both of them are risk avoiders. They speak slowly and softly in a monotone voice, exhibit deliberate and stiff movements, and use few gestures. Both of them dislike people who tend to be slow, late, and inconsistent. They don't like the idea of dressing casually to work, and they appreciate lectures that include lots of facts and figures. According to the social style matrix, Moira and Mariah would be classified as: A. analyticals. B. drivers. C. expressives. D. amiables. E. amicables.

65. (p. 185) A safety equipment salesperson calling on a prospect for the first time should try to schedule an appointment with the focus of _____, a person who will listen to the salesperson and provide valuable information about the types of equipment that the company needs. A. receptivity B. authority C. power D. expertise E. dissatisfaction

65. (p. 268) Which of the following illustrates the correct sequence for the referral method used by salespeople? A. "I can see how you feel... others felt the same way... yet they found..." B. "I often feel the same way... and others have felt the same way... yet they found..." C. "I can see how you feel... I felt that way in the past... yet I found..." D. "I can see how you feel... others felt the same way... and I have found..." E. None of the above

69. (p. 242) The payback period: A. indicates how quickly the investment money will be returned in the form of cash inflows or savings. B. reflects the return a buyer would have earned from a different use of the same investment capital. C. fails to quantify the personal risk involved in any buying decision made by a purchasing agent. D. indicates the total value of all future sales with a customer. E. pertains solely to those investments that pose a small risk to the buyer. d

70. (p. 186) When making an appointment, it is important for a salesperson to identify an environment conducive to doing business. So the salesperson should: A. choose a place free of distraction for all parties. B. ensure the buyer's subordinates will not be present at the meeting. C. arrange the meeting at his/her own company. D. plan the meeting during the company's annual review meetings. E. all of the above.

70. (p. 242) The new deep-frying system installed in Roger's Deli is exactly like the old one except that it uses less electricity—$10 less electricity per day when compared to the old fryer. Assume that there are 21 workdays per month when the fryer is in use. Which of the following is the most accurate estimate of the payback period for the $1,500 investment in the new fryer? A. A little more than seven months B. A little less than six years C. A little over 9.5 years D. 12.5 years E. None of the above

73. (p. 138) A disadvantage of salespeople categorized as "drivers" according to the social style matrix is that customers perceive them as being: A. pushy and dominating. B. friendly and unstable. C. cold and calculating. D. undisciplined and inflexible. E. irrational and passive.

74. (p. 138) In the context of the social style matrix, which of the following is a strength of the expressive social style? A. Dramatic flair B. Thoroughness C. Decisive nature D. Analytical bent of mind E. Calculating nature

74. (p. 187) Al sells everything a company needs to market decorative balloons—the balloons themselves, ribbons, helium tanks, etc. He wants to talk to the owner of a large catering company because balloons are great decorations for birthday tables, baby showers, and other such social occasions. Unfortunately, every time he tries to talk to the owner of the catering company, he finds himself in an unnecessarily long conversation with the assistant caterer who does not let him talk to the owner. The assistant caterer is assuming the role of a(n): A. barrier. B. decider. C. driver. D. risk-taker. E. arbitrator.

77. (p. 138) The strengths of any social style can be weaknesses if they are not consistent with what a customer wants. For example, the orderly, serious, and thorough nature of analyticals may also be perceived as: A. cold and calculating. B. undisciplined. C. overly anxious. D. opinionated and unstable. E. inflexible and irrational.

77. (p. 188) Which of the following statements about telephoning to make sales appointments is true? A. The telephone is most often used to make an initial appointment. B. Booking an appointment by phone is advantageous because the prospect's nonverbal reactions to the salesperson can be observed and assessed. C. Trying to make an appointment by phone is a waste of a salesperson's time. D. The goal of a telephone call is to sell a product. E. It is more acceptable to go to the prospect's office to make the first appointment.

77. (p. 214) Phoebe, a sales representative, is so excited during her sales presentation that she does not hear the customer's question correctly. She gives a brief, inappropriate answer, and continues with her presentation. Phoebe's behavior in this scenario reflects the operation of _____. A. selective perception B. listening discrimination C. active listening D. deep selling E. feature dumping

78. (p. 270) If a salesperson uses the postpone method of responding to an objection and the prospect obstinately insists on an answer right at the time, the salesperson should: A. answer the objection. B. repeat the request for permission to postpone the objection. C. directly refuse and continue with the original presentation plan. D. attempt to change the subject. E. ask to reschedule the appointment to a better time.

79. (p. 188) Kerry, a sales representative from Spitz Inc., has a lead on a potential customer for her company's line of vacuum cleaners. She calls the prospect's firm and speaks to the secretary. What should be the primary goal of this call? A. To make an appointment with the prospect B. To finalize the sale of the vacuum cleaners C. To make Spitz the sole supplier of vacuum cleaners to the prospect D. To engage in the practice of seeding E. To compromise the credibility of competing salespeople

79. (p. 245) Fiona, a manager of a retail store, wants to know whether she is maximizing her return on space investment. She will have to calculate the _____ for the area of the store. A. sales per square foot B. cost-benefit ratio C. return on investment D. QR correlation coefficient E. sales per employee

80. (p. 273) Constance sells a multilingual information service. She has just encountered a price objection from a prospective client. Applying the two-step approach to this objection, the first thing she should do is: A. try to look at the objection from the customer's viewpoint. B. determine which services are most important to the average customer and sell them. C. sell the importance of being able to communicate in multiple languages rather than the price. D. adjust the presentation and offer fewer language options. E. try to lower the price by eliminating certain services the prospect can perform in-house.

Level of Difficulty: Medium 34. (p. 255) Joe sells ergonomically-designed office furniture. Joe would find it easier to sell to a customer who: A. asked Joe if there were any financial benefits to buying the furniture. B. sat quietly through the entire presentation. C. spent time during the presentation looking at the fabric samples Joe had brought and did not ask questions. D. stared out the window during the entire presentation. E. kept answering calls on his phone during the presentation.

31. (p. 174) As a result of failing to plan her sales call, Glenda is likely to do all of the following EXCEPT: A. cover material in which the prospect has no interest. B. obtain the prospect's commitment. C. engage in seeding. D. make a customized sales presentation. E. seek referrals from the prospect.

35. (p. 197-198) Naomi is waiting in a prospect's office. She wants to make a good first impression. When she is called into the prospect's office Naomi should do all of the following EXCEPT: A. smile warmly at the prospect. B. sit down immediately to discuss the deal. C. begin describing her product's features. D. enter the prospect's room confidently. E. begin by saying "Thanks for seeing me."

35. (p. 255) Kerry encounters far more objections at the point in a sales call when she actually attempts to gain buyer commitment than at any other time. This pattern suggests that she: A. should focus on providing better after-sale services. B. may be omitting significant selling points in her presentation. C. is asking too many questions during the presentation. D. is doing a good job, since this is a normal pattern. E. is creating an excessive level of interest in new prospects.

36. (p. 177) A farm machinery salesperson has spent the last three weeks gathering information about a prospective customer. He has researched the customer's existing machinery and buying potential. However, he delays the actual meeting with the customer because he feels that he requires a couple of weeks more to gather enough information to make the sales call. In this scenario, the salesperson is experiencing a(n): A. acute shortage of data about the customer. B. phenomenon called analysis paralysis. C. problem in meeting the client directly because of the existence of a screen. D. obstacle in finalizing the deal because of an influential adversary. E. problem in contacting the focus of power in the farm because of the gatekeepers.

36. (p. 256) Selling a new and different good, service, or idea is called: A. ambush marketing. B. pioneer selling. C. advocacy marketing. D. original selling. E. guerrilla marketing.

37. (p. 127) 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

37. (p. 177) A salesperson who is unable to strike a proper balance between time spent in acquiring information and time spent making sales calls is likely to be experiencing _____. A. research myopia B. analysis paralysis C. cognitive dissonance D. data blindness E. customer reticence

37. (p. 230) Charts are particularly useful when: A. presenting copies of recent ads. B. communicating large amounts of information. C. attempting to summarize key points of a sales presentation. D. performing a what-if analysis using information supplied by a prospect during a presentation. E. any of the above conditions occur.

37. (p. 256) When Anton tries to convince supermarket owners to stock his company's new tea-flavored popsicles, he receives many objections because most of the owners are of the opinion that the flavor would not sell. In this scenario, Anton is engaged in: A. ambush marketing. B. pioneer selling. C. advocacy marketing. D. original selling. E. guerrilla marketing.

38. (p. 199) Just as Brian, a sales manager, walked into a prospect's office carrying samples and his portfolio for the demonstration, he tripped and fell down right in front of the prospect. All his material for the presentation was scattered on the floor, and it took him almost five minutes to get things back on track. Because of the _____, the prospect is likely to permanently label Brian as clumsy and ineffectual. A. contrast effect B. halo effect C. cue effect D. primacy effect E. mere exposure effect

39. (p. 257) Which of the following would be classified as an objection related to a product? A. "My company has always used Troy Refrigeration to repair our freezer display units." B. "I don't understand how your company's system can remove water vapor from our gas pipelines." C. "I recently heard that your company has had to declare bankruptcy." D. "I don't believe the money we would earn from using your company's subsea oil production system would offset its costs." E. "I don't have the time to look at your company's line of laparoscopic surgical equipment today."

42. (p. 230-231) For which of the following products would samples be least effective as a sales aid? A. Paper towels B. Oil well drilling platforms C. Stain removers D. Automobile seat covers E. Bottles and aluminum cans

45. (p. 128) The _____ method of sales presentation is most consistent with the application of the marketing concept. A. standard memorized B. customized C. flexible D. outlined E. focused

45. (p. 180) Effective call objectives must be: A. expressed only in monetary terms. B. specific, realistic, and measurable. C. standardized for all sales representatives in a company. D. independent of any cultural influences. E. all of the above.

46. (p. 180) Andrew, a sales representative for AirCon, has to call on the owner of a chain of automobile showrooms to sell his company's new line of air conditioners. His primary objective for the first sales call is to crack an exclusive deal with the owner. This would enable him to install his company's air conditioners across all the showrooms his prospect has. Which of the following is a drawback of this primary call objective? A. It is too qualitative. B. It is not realistic. C. It is not challenging enough. D. It is incomplete because it does not specify the after sales service. E. It is not measurable in monetary terms.

46. (p. 232) Which of the following statements about portfolios is true? A. Because of cultural and language differences, portfolios should be avoided in international selling situations. B. A portfolio should not be placed, like a wall, between the salesperson and the buyer. C. Items in a portfolio should be placed in an order in which they will be used to make sure none is omitted. D. Only insurance salespeople place their portfolios in a binder. E. Every portfolio should include the tangible product itself.

49. (p. 130) "Your approach on that last call was off-target. You were emphasizing low acquisition cost, while the prospect seemed more interested in durability and minimizing the need for regular maintenance," critiqued Robin's sales manager after the two of them left a sales call they had made together. Robin is receiving _____ feedback. A. reciprocal B. diagnostic C. performance D. generalized E. damage control

49. (p. 235) A product demonstration: A. automatically leads to a sale. B. allows prospects to check if the product works the way the salesperson claims. C. occurs only after a prospect has been assured a significantly high return on investment for a product. D. often distracts a prospect from the reason for a sales call. E. none of the above.

50. (p. 130) _____ feedback provides information about what you are doing right and what you are doing wrong. A. Extrinsic B. Diagnostic C. Performance D. Intrinsic E. Fundamental

50. (p. 180-181) Which of the following best exemplifies a measurable sales call objective? A. To learn more about a prospect's needs B. To learn about a prospect's professional background C. To improve a prospect's perception of a salesperson's company D. To build rapport with a prospect E. To gain a buyer's trust

50. (p. 263) Rhonda is suspicious about Adam's statement that his company cannot afford her product. Her latest research on the firm suggests that not only do they need the new piece of equipment but also that financing can be obtained from a local bank. In fact, something about the tone of his voice makes her believe that this was just a(n) _____ to hide his real objection to buying. A. explanation B. excuse C. motive D. thought E. logic

51. (p. 130) When Marty met with his supervisor, the supervisor congratulated him for achieving 4 out of his 6 sales call objectives for the quarter and told him to try harder to achieve all of his sales call objectives in the next quarter. He then asked him to send in the next salesperson for her evaluation. Marty had hoped his supervisor would provide him with some help in figuring out why he had been unable to achieve all of his objectives. Marty wanted _____ feedback, but his supervisor gave him _____ feedback. A. intrinsic; extrinsic B. diagnostic; performance C. evaluative; primary D. performance; corrective E. positive; negative

52. (p. 264) Karla has just learned about the friendly silent questioning stare method (FSQS) of responding to objections. She uses it in a meeting with a prospect the next day. In this context, Karla is using a(n) _____ method of probing. A. psychological manipulation B. nonverbal C. direct denial D. revisit E. acknowledge

53. (p. 131) Studies have shown that using customer relationship management systems: A. hinder the ability of salespeople to provide a customized sales presentation. B. have a positive impact on being adaptive while selling. C. reduce the versatility of the salespeople. D. provide complete access to all details of customers to all employees of a company. E. help firms create automated relationship correspondence systems.

53. (p. 237) A salesperson who wants to make effective use of handouts during his or her sales presentation should: A. avoid keeping any white space in the handout. B. let the goal of the presentation determine what information should be included in the handout. C. discuss the contents of the handout while circulating copies among the buyers. D. eliminate the use of graphics in the handout. E. ensure that the content in the handout and the presentation are identical.

54. (p. 131-132) The _____ matrix is a training program for building adaptive selling skills that uses two critical dimensions: assertiveness and responsiveness. A. affinity B. social style C. personality D. sales approach E. prospect reference

58. (p. 182) A salesperson who routinely accomplishes his or her _____ objectives most likely sets his or her objectives too low. A. strategic B. optimum call C. minimum call D. primary call E. secondary call

58. (p. 266) The buyer announces, "I will never buy that brand of knitting machine because it always knots my thread." The salesperson responds, "I'm sorry you have had such a bad experience with our older model. Many of our other customers expressed similar frustrations, but I can assure you that the knotting problems do not exist on our latest model." The knitting machine salesperson is using the _____ method for dealing with objections. A. acknowledge B. indirect denial C. revisit D. forestall E. compensation

59. (p. 133-135) Inez is best described as a very emotional, people-oriented person who has an animated way of talking. She also has a take-charge attitude, an ability to take initiative, and has been called a risk taker. Into which quadrant of the social style matrix would you place Inez based on this information? A. Drivers B. Expressives C. Amiables D. Analyticals E. Motivators

60. (p. 239) A customer value proposition will include: A. a quantified projection of the reasonable market share costs. B. features and benefits tailored to a prospect's needs. C. visual content from the sales asset management solutions. D. a prototype synthesis based on generally accepted accounting procedures. E. all of the above.

61. (p. 266) The _____ method of responding to objections acknowledges that an objection is valid and proceeds to offer some offsetting advantages of the good or service being sold. A. consultative B. compensation C. revisit D. acknowledge E. indirect denial

63. (p. 184-185) Hugh sells copying equipment to colleges and universities. He competes with Xerox, Canon, and similar firms. Hugh's sales manager requires him to make an appointment when he calls on a prospect for the first time. Which of the following is LEAST likely to happen as a result of the appointment? A. An increase in his chances of talking to the right person B. An order on his first sales call C. An increase in his dignity as a salesperson D. A good start to the relationship by putting the prospect and Hugh on the same level E. An increase in the probability of getting adequate uninterrupted time with the prospect

64. (p. 241) Jennifer wants to sell the Reiser Company billing department two top-of-the-line laser printers from her company at the cost of $8,000. To convince the buyers, she shows them that the new printers would print both the invoice form and the information about a particular sale on plain paper at the same time. This would save the company $32,000 because preprinted forms would no longer have to be purchased and filled in using a typewriter. "That's a savings of 300 percent!" she said. She arrived at the figure of 300 percent savings by computing the: A. cost-benefit analysis. B. return on investment. C. net present value. D. payback percentage. E. opportunity cost.

65. (p. 206) "Do you have trouble keeping your delivery trucks running?" is an example of a(n) _____ question in the SPIN technique. A. situation B. problem C. implication D. necessary E. indication

66. (p. 206) Quinton is a sales representative for Hawk Eye Surveillance Solutions, and it is his job to sell the closed circuit cameras his company manufactures. During a meeting with Jimmy, the owner of a very popular bookstore, Quinton wants to introduce his product. He asks Jimmy, "What is the result of having so many shoplifters at your store? Do you have a lot of inventory shrinkage because of shoplifting?" In the context of the SPIN technique, Quinton is using a(n) _____ question here. A. rhetorical B. problem C. implication D. necessary E. indication

67. (p. 185) If an industrial salesperson makes her first call on an employee at a client's company who is most likely willing to listen and provide valuable information, she is most likely calling on the _____. A. focus of dissatisfaction B. focus of receptivity C. focus of expertise D. focus of power E. focus of satisfaction

69. (p. 136) When Kerry went to meet a new prospect, he found that the man was dressed in a flamboyant suit and his office had an open and friendly atmosphere. His desk was quite cluttered and unorganized. Furthermore, Kerry noticed the prospect waving at and greeting subordinates throughout the sales presentation. Kerry's prospect will most likely fall under the category of _____ according to the social style matrix. A. drivers B. expressives C. amiables D. analyticals E. radicals

71. (p. 136) As Karen studies her prospect for cues regarding his social style, she should: A. rely entirely on her first impressions. B. not let her own feelings cloud her judgment of the prospect's behavior. C. assume that, if he is involved in a technical job, he must be an analytical. D. base her assumptions on feelings and intuition rather than rational thought. E. never doubt her assessment once she has made one.

71. (p. 210) Juan, a sales representative for Max Consultants, was trying to convince a retailer to outsource his telemarketing department to his company. He said, "My company is providing outsourced call centers on behalf of Fortune 500 companies in 25 countries in North America, Europe, and Asia." Juan was emphasizing his company's _____ in this scenario. A. strategic objectives B. features C. turnover D. system integrators E. benefits

72. (p. 187) As the CEO's personal assistant, Robert's job involves taking calls from sales representatives from different companies. He sorts them and selects the salespeople who get to speak directly to his boss. In this situation, Robert is acting as the _____. A. point of dissatisfaction B. screen C. user D. risk-taker E. center of influence

72. (p. 269) At times a buyer voices opinion or concern more to vent frustration than anything else. When this occurs, the best strategy to use would be the _____ method. A. direct denial B. acknowledge C. postpone D. referral E. compensation

73. (p. 269) While a salesperson was trying to sell a new textbook, the professor began to complain about the rising cost of textbooks. The salesperson responded with: "Yeah, it's not cheap to get quality education these days." Then, after a pause, the salesperson continued, "Say, did I tell you who wrote the test bank that comes with this book?" Which method did the salesperson use to deal with this objection? A. Direct denial B. Acknowledge C. Postpone D. Referral E. Compensation

74. (p. 269) Dana sells a particular brand of ionomer resins, which are used in the packaging of meats. As she was making her sales presentation to the purchasing agent for a meat distributor, he said, "I sure do wish people would get over this idea that they only have to eat chicken. Good beef is getting harder and harder to find." Dana continued, "I enjoy a good steak myself." She paused briefly and then asked, "But, did you know that this brand can cut your packaging rejects in half?" In this scenario, Dana was using the _____ method to respond to this objection. A. direct denial B. acknowledge C. postpone D. referral E. compensation

75. (p. 187) To get the CEO's secretary to give him an appointment, Oscar mentioned an earlier discussion he had with the president of the firm about what his company has to offer. Oscar is hoping that this technique of _____ will allow him to see the CEO sooner. A. going through the screen B. going over the screen C. going around the screen D. going under the screen E. ignoring the screen

76. (p. 138) The strengths of any social style can be weaknesses if they are not consistent with what a customer wants. For example, the enthusiasm and dramatic flair of an expressive social style in a salesperson may lead to him being labeled as: A. pushy and dominating. B. opinionated and unstable. C. cold and calculating. D. undisciplined and inflexible. E. irrational and psychotic.

78. (p. 138) According to the social style matrix, which of the following is a strength of the analytical social style? A. Dramatic flair B. Thoroughness C. Decisiveness D. Risk-taking attitude E. Personable attitude

78. (p. 188) When making a telephone call to a new client, salespeople must: A. contact the top management of the company directly. B. prepare themselves for any objections that may come up in the conversation. C. avoid answering any queries raised by the prospect about their products or services. D. attempt to finalize the deal during the first call itself. E. prepare to aggressively market their product over the telephone.

According to the social style matrix, when selling to an amiable prospect, a salesperson should: A. avoid establishing any long-term relationship. B. stress the product's benefits in terms of its effect on the satisfaction of employees. C. highlight the power, prestige, and authority the prospect would gain from the purchase. D. try to close the deal with a quick purchase decision. E. create a presentation that would appeal to a risk taker.

Level of Difficulty: Medium 65. (p. 241) The _____ is the net profits expected from a given investment, expressed as a percentage of the investment. A. net revenue B. return on investment C. net present value D. gross investment value E. opportunity cost

39. (p. 178) Brandi, a sales trainee, watched as her sales supervisor chatted with a prospect's secretary in a very friendly manner. Brandi felt that such behavior was inappropriate in a business situation and she did not understand why her supervisor was asking the secretary about what sports the prospect follows closely. Brandi is unable to understand her supervisor's actions. Which of the following statements would help her understand the functional value of such interactions in a sales situation? A. Brandi's supervisor has found a meaningless way to pass the time while waiting for the appointment. B. The prospect will see Brandi and her supervisor more quickly if they prevent the secretary from getting any work done. C. Secretaries are a rich source of information about a prospect and are important for successful sales calls. D. Salespeople should talk to secretaries in order to appear to be working. E. Secretaries are poor sources of information about the prospect.

32. (p. 174) All of the following are generally recognized as advantages of planning sales calls EXCEPT: A. it increases the customer's confidence. B. it saves the customer's time. C. it guarantees that a deal will be finalized. D. it gives the salesperson more time for tasks associated with managing his or her territory. E. it helps the salesperson to deliver a sales presentation based on specific objectives.

32. (p. 226) Which of the following statements about a buyer's attention and understanding is FALSE? A. Vividly communicated features help buyers remember a seller's claims. B. Salespeople should use humor to gain a prospect's attention during a presentation. C. To strengthen impact, appeals should focus on only one of a prospect's five senses. D. A buyer's attention span is affected by his or her personality. E. Many buyers have difficulty forming clear images from a written or spoken word.

33. (p. 174) Which of the following statements about obtaining precall information is FALSE? A. At some point, the amount of time and effort required to collect additional information exceeds its value. B. Proper planning before making sales calls leads to better territory management. C. Collecting the information about a particular prospect is usually a quick and easy process. D. The more information the salesperson has, the more likely the prospect's needs will be met. E. A salesperson calling on a regular customer does not need to collect additional information.

36. (p. 197-198) Dawn walks into a customer's office with her sales presentation planned and immediately recognizes that the customer is upset about something. In this situation, Dawn should: A. maintain a happy and cheerful demeanor. B. sit down immediately to start with the presentation. C. ask if she should come back some other time for the meeting. D. say something funny in an attempt to lighten up the customer's mood. E. do all of the above.

36. (p. 229) Which of the following statements about the use of humor in sales presentations is true? A. If used at all, humor should always be derived from the buyer's personal experiences. B. The punch line of the joke should be subtle so that the buyer is left to guess the idea. C. Laughing over a good joke will help build rapport and put everyone at ease. D. It is best to use jokes available on the Web because they are assured to make the buyer laugh. E. All of the above.

37. (p. 198) For a salesperson trying to grab the attention of a new customer, it is desirable to: A. call the customer by a friendly nickname. B. use the customer's name in every second sentence of the meeting. C. learn to pronounce the customer's name correctly. D. use standard language like "Sir" or "Ma'am" in order to show respect. E. request the customer to introduce himself in the sales meeting.

40. (p. 127) Before Harley can make a(n) _____ presentation, he will need cooperation from the client in conducting an analysis of the client's needs. A. standard memorized B. canned C. customized D. outlined E. standardized

40. (p. 179) If a salesperson does not know the basics about a prospect's company, then the: A. prospect will not meet the salesperson at all. B. prospect's receptionist will prevent the salesperson from meeting the prospect. C. prospect may justifiably refuse to take the deal forward. D. salesperson may begin to experience a phenomenon called analysis paralysis. E. salesperson should make "getting the deal" the formal objective of the first sales call.

40. (p. 230-231) A salesperson can maximize the impact of his or her presentation by: A. providing a lot of numerical data for a client to process and understand. B. using tables instead of graphs, charts, and pie diagrams. C. using current and accurate information. D. designing the slides using a standard red and white template for all clients. E. using a lot of transition effects, clip art, and sound clips.

41. (p. 230-231) For which of the following products would samples be most effective as a sales aid? A. Flame thrower B. Funeral service C. Carpet cleaner D. Life insurance E. None of the above

42. (p. 258) April, a sales rep for Beta-Z Equipments, was recently assigned to work with Leapheart construction. Typically, Leapheart purchases about $15,000 worth of materials per quarter from Beta-Z, but since April took over as the sales rep to work with Leapheart, the volume has dropped drastically. Sam, the inventory manager at Leapheart, often ends April's sales calls saying something like, "Look, little lady, I don't need someone like you in here telling me how to build houses. Why don't you just run along and bake some cookies or something." April has been professional in every way, but now her manager believes that the client should be assigned to Wayne. This change is called a: A. pressure transfer. B. conversion. C. turnover. D. clean sweep. E. territory waiver.

43. (p. 258) Ever since Alain was chosen as the sales rep to deal with Premier Meat Packers, he has had trouble with its purchasing agent who seems to resent the fact that Alain was born in France and speaks with a French accent. Alain lost a sale because the Premier agent contended that he couldn't understand Alain's accent. The agent thought Alain had promised delivery in two weeks, and the agent needed the order filled in two days. Due to problems like this and other condescending remarks made by the agent, a _____ is the best option for Alain's company. A. pressure transfer B. conversion C. turnover D. clean sweep E. territory waiver

44. (p. 199) A(n) _____ opening involves actually providing a demonstration as soon as a salesperson meets a prospect. A. compliment B. curiosity C. product D. introduction E. referral

44. (p. 258) Which of the following is an example of an objection related to the price? A. "I do not understand why you think I need to replace bumper cars; no one has been injured in the ones we currently have." B. "I can't buy the landscaping services of your company because your company is too new to have any kind of reputation at all." C. "The fresh cut tulips you want to sell me are not that superior in quality to other tulips that I can buy for less money." D. "I will not allow the carnival workers at this state fair to sell temporary tattoos because I believe they are trashy." E. "I don't think we need a shopping cart mover; we've just always let one of the stock boys cruise the parking lot and gather carts manually."

45. (p. 232) Which of the following statements about testimonials is true? A. Progressive sales organizations rarely use testimonials. B. To be valid, testimonials must be sworn before a notary in public. C. Testimonials should be used only if they help to address a buyer's needs or concerns. D. The most effective testimonials are generic, which makes them usable with more types of customers. E. None of the above.

46. (p. 199) Irene is a salesperson for Pro, a company selling sports and driving gear. Irene begins her meeting with a prospect by stating that "Driving an 18-wheel truck eight hours a day must be hard on you physically, but you can reduce some of that fatigue by putting this special cushion in your truck seat," and she hands a sample to her prospect. Irene is using the _____ opening. A. compliment B. curiosity C. product D. introduction E. referral

46. (p. 260) The proactive method of anticipating objections and answering them before the customer has a chance to raise them is known as: A. pulling. B. predicting. C. forestalling. D. heading-off. E. postponing.

47. (p. 180) Jonah, a salesperson, hears of a lead and decides to pursue it. He determines getting acquainted with the client to be his call objective for the first sales call. As he reviews his notes after the sales call, he realizes that he does not have much information about the needs and the business potential of this lead despite having met most members of the buying center. Which of the following drawbacks of his call objective is most likely to explain this shortage of information faced by Jonah? A. It puts too much emphasis on service. B. It says nothing about the product being sold. C. It is not measurable. D. It is too personal. E. It is unrelated to company goals.

48. (p. 180) Which of the following is a realistic sales call objective for a first call regarding a product that would require a large capital investment? A. To secure an order B. To send the prospect a brochure that lists the products of the selling firm C. To get the prospect to identify all the other members of the firm who play key roles in the firm's decision-making process D. To get the prospect to change over to the new product being offered E. All of the above

48. (p. 261) Which of the following statements is true about forestalling objections? A. It should be avoided in written proposals because it may draw buyer attention to weaknesses that otherwise would not be noticed. B. Salespeople use it to deal with aspects of their product offering that are not vulnerable to competition. C. Forestalling involves salespeople raising objections before buyers have a chance to raise them. D. With experience, a salesperson should eventually forestall all objections. E. Forestalling involves the salesperson turning the objection into a reason for buying the product or the service.

67. (p. 241) By investing in a John Deere PowerTech engine for $3,200, a pallet manufacturer was able to show a net savings of $500 in annual maintenance costs. Calculate the return on investment for the engine. A. 1.6 percent B. 6.4 percent C. 15.6 percent D. 21.3 percent E. 32 percent

68. (p. 185) In the buying center, the person who can approve, prevent, and/or influence action is called the _____. A. focus of receptivity B. focus of dissatisfaction C. focus of power D. driver E. gatekeeper

52. (p. 200) A salesperson for KLN Machines, Steve, began his meeting with a prospect by saying "I noticed that you have a collection of antique thermometers in your outer office. My father has been collecting soda pop thermometers for almost fifteen years. What got you interested in collecting them?" In this scenario, Steve was trying to: A. describe his product's features in detail to his prospect. B. engage the prospect in reviewing his company's credibility statement. C. establish rapport with the prospect by talking of a common interest. D. examine the prospect's needs through some closed questions. E. establish whether the prospect has the buying potential for his goods.

52. (p. 236) Sunil was illustrating the ease with which his company's newly designed lawnmower can be operated. However, during the presentation, the lawnmower stopped working. What is the most appropriate way for Sunil to handle this situation? A. Sunil should blame the production division of his company for this failure. B. Sunil should try to convince the buyer that the lawnmower rarely fails. C. Sunil should use humor and accept that such mistakes do happen. D. Sunil should gain the buyer's sympathy by describing how badly he needs to close the deal with the prospect. E. Sunil should end the sales presentation and start afresh by taking another appointment.

53. (p. 200) While Martin was waiting in his prospect's office, he noticed the prospect's degree, vacation photographs, and awards hanging on the wall behind his prospect's desk. Martin was engaging in _____ that would serve as a basis for _____. A. benefit assessment; presentation balance B. FAB analysis; an introduction opening C. office scanning; small talk D. rapport building; a trial close E. none of the above

56. (p. 133) Conrad makes a conscious effort to control his emotions in all situations. In terms of the social style matrix, Conrad's way of behaving is indicative of: A. low assertiveness. B. high assertiveness. C. low responsiveness. D. high responsiveness. E. None of the above

56. (p. 265) As Thomas described his firm's landscape maintenance program to a buyer for Allentown Medical Center, the buyer interrupted, "Your program sounds like a winner, but I'm not interested in doing business because start-up landscaping firms go in and out of business in just a few months." Thomas responded with, "I'm sorry but that simply is not true of our firm. We have been in the business for over 15 years." Thomas's response illustrates the _____ method of responding to objections. A. compensation B. boomerang C. direct denial D. referral E. postpone

57. (p. 202) Which of the following is the most important characteristic of successful sales representatives? A. Opening each sales call with a product demonstration B. Handling positive reviews from customers C. Being able to discover client needs D. Using closing techniques effectively E. Handling objections

58. (p. 238) Melanie, a salesperson for printers and scanners, is sending a proposal for printers to the home office of Helix Services in Cedartown. To convince the executives in Cedartown that the local Vinson Mountain branch office needs the printers and copiers she is selling, Melanie would most likely: A. send just a product catalogue and let the buyer choose the final product. B. skip the needs identification process since the needs of the home office and the local office are different. C. secure the support of the Vinson Mountain branch manager. D. include a clause stipulating that no competitive bidding will take place for this deal. E. do all of the above.

59. (p. 266) Your buyer has just said, "Your machines break down more often than most of your major competitors' machines." You decide to reply using the indirect denial method to handle this objection. Which of the following statements is the best example of this method? A. "That's true. However, they are 30% less expensive. So they're still a better deal for you." B. "That simply is not true. Studies show that our machines break down no more than our major competitors'." C. "That may have been true at one time. In fact, before we introduced our new quality control management system that statement would have been right on target. However, things have changed." D. "I can see how you feel that way, but on the other side, we do have very good service centers where you could get the machine fixed." E. "You know, I think everyone should be as concerned about quality as you are."

61. (p. 135) Each quadrant of the social style matrix defines a different type of personality. People who are low on assertiveness and high on responsiveness are called: A. drivers. B. expressives. C. amiables. D. analyticals. E. gatekeepers.

61. (p. 204) Angie wants to discover the needs of her prospect, and to do so she needs to acquire a lot of useful information. Which of the following questions is likely to help her maximize the knowledge she has of her customer's business? A. How many customers do you have in a typical day? B. What is the peak season in your business? C. What misconceptions do people have about your business? D. When do you take your vacation? E. All of the above bring attention to the customer's needs.

62. (p. 135) 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.

67. (p. 136) As you enter a prospect's office, you see _____ and become fairly certain that you are dealing with a prospect who would be categorized as an amiable according to the social style matrix. Which of the following most likely gave you this impression? A. annual sales awards on the wall B. a prominently displayed calendar C. pictures of the prospect's family on the desk D. a graph of the projected sales for the quarter E. numerous sales charts

67. (p. 206-207) Quinton is a sales representative for Hawk Eye Surveillance Solutions, and it is his job to sell the closed circuit cameras his company manufactures. During a meeting with Jimmy, the owner of a very popular bookstore, Quinton wants to highlight the need for his product. He asks Jimmy, "What impact does inventory shrinkage have on your ability to make a reasonable profit?" In the context of the SPIN technique, Quinton is using a(n) _____ question here. A. situation B. problem C. implication D. benefit E. need payoff

68. (p. 206-207) 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

69. (p. 268) With the _____ method of responding to objections, the salesperson turns the objection into a reason for buying the product or service. A. submissive B. bounceback C. revisit D. postpone E. backfire

71. (p. 242) Goodman Woodworks has recently purchased a new saw costing $14,000. Because of a revolutionary new cutting blade, the new saw will not cause the veneer to splinter and will make clean cuts. This clean cut will save the firm $1,200 each year that goes in wastage. Calculate the payback period for the $14,000 investment. A. 1.67 years B. 8.6 years C. 11.67 years D. 86 years E. Cannot be calculated from the information provided

72. (p. 210) A(n) _____ is how a specific feature will help a particular buyer and is tied directly to the buying motives of a prospect. A. agreement B. need C. benefit D. characteristic E. highlight

72. (p. 243) When the purchasing team at PDQ Plastics Inc. recalculates the value of future income to be earned by a new molding machine into terms of current dollars, they are: A. failing to consider depreciation costs. B. measuring opportunity costs. C. discounting the cash flows. D. calculating their gross income. E. reducing the payback period.

73. (p. 210) A salesperson for refrigerant leak monitors began her presentation to the Kroger buying agent as follows: "Our system will prevent your employees from being exposed to dangerous CFC emissions." At that point in her sales presentation, she was describing a(n): A. skill. B. attribute. C. benefit. D. feature. E. need.

74. (p. 243) Nathan and Carla are members of the buying center for Bonny Bakes who are attending a sales presentation for a new ad campaign. During the meeting, Nathan says, "Carla, if instead of spending the $20,000 you're asking us to put into this new advertising idea, we put that money in a new packaging machine to replace the one in the Cartersville plant, we'll save $3,500 annually in maintenance and utility costs." Nathan is basing this objection on: A. sunk costs. B. variable costs. C. opportunity costs. D. fixed costs. E. total costs.

75. (p. 243) The _____ is the return a buyer would have earned from a different use of the same investment capital. A. sunk cost B. fixed cost C. opportunity cost D. gross revenue E. net revenue

76. (p. 187) For making appointments, Barrett often calls the offices of his prospects after 5:30 p.m. He knows executives frequently work late, and that after normal business hours they often answer their own telephones. In this way, he avoids dealing with a secretary or receptionist who might prevent him from seeing the executives. This method of dealing with barriers is called _____. A. blockade running B. bypassing the gatekeeper C. going under the screen D. going around the screen E. an end run

76. (p. 243) The buying center at Peoria Cabinetworks is not able to reach a consensus on a purchase decision. The production manager wants to spend $18,000 to buy a new laminating machine, while the operations manager wishes to use that money to build an extension on its loading dock. The salesperson selling the laminating machine must realize that buyers should look at all _____ before making any major investments. A. sunk costs B. net present values C. opportunity costs D. gross revenues E. net revenues

78. (p. 244) Ramiro, a supermarket owner, decides to keep relatively high levels of inventory even though it costs him more. Ramiro most likely thinks that the cost of _____ is greater than the benefits of increasing his turnover rate. A. collaterals B. portfolios C. stockouts D. asset management systems E. floor space

79. (p. 216) A balanced presentation occurs when a salesperson: A. creates very high expectations from his product or service in the prospect's mind. B. allows equal speaking time for both the salesperson and the prospect. C. provides adequate focus on all sides of the sales situation. D. proves consistently that the competitor's products have nothing better to offer. E. avoids any comparison of his offer with that of his competitors.

80. (p. 139) Even though Vincent has an analytical orientation, he is able to modify his sales presentations to accommodate the styles of his customers. This means that Vincent has a high degree of: A. expressiveness. B. rigidity. C. versatility. D. assertiveness. E. maneuverability.

80. (p. 189) Kathy makes an appointment with a potentially important prospect. She decides to send the prospect a copy of a recent article discussing global trends in the prospect's industry. Kathy is most likely engaging in _____. A. webcasting B. customer value messaging C. seeding D. videoconferencing E. cold calling

80. (p. 216-217) Which of the following statements about selling to groups is true? A. Objectives should not be developed for the first group meeting. B. Planning should not include developing special visual aids as it may be difficult to hold the attention of a group with aids alone. C. Information must be gathered about the concerns of each and every person who will attend the meeting. D. Attempt should not be made to assess the buyers' nonverbal cues because people are greatly inhibited in a group setting. E. The salesperson should avoid informal presentations when making a sales call on a group of buyers.

34. Which of the following statements about the standard memorized sales presentation is FALSE? A. It ensures that the salesperson will provide complete and accurate information about the company's products and policies. B. It is very effective in telemarketing. C. A salesperson who is a beginner can quickly gain confidence during such a presentation. D. It is based on a detailed analysis of an individual customer's situation and needs. E. It combines the best elements of the presentations used by a firm's best salespeople.

32. (p. 196) One way to conceptualize the selling process is the "Four A's." Which of the following is NOT one of the Four A's? A. Acknowledge B. Acquire C. Advise D. Accent E. Assure

33. (p. 226) 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.

33. (p. 254) Which of the following statements about objections is FALSE? A. Objections present sales opportunities. B. Prospects who object indicate that they are showing some interest in the seller's presentation. C. Salespeople should encourage buyers to voice their concerns or questions. D. Salespeople should take every buyer's objections personally. E. Real objections are logical to the prospect, no matter how they seem to the sales rep.

35. (p. 229) Which of the following statements about the use of humor in sales presentations is true? A. Humor should never be used in sales presentations. B. It is best to avoid recounting humorous experiences from one's own life. C. It is recommended that salespeople practice telling jokes so that they are confident when using the jokes in a presentation. D. Salespeople should not apologize before telling a joke. E. All of the above.

40. (p. 199) "Ms. Hallgren, thank you for seeing me today. My name is Daniel Mundt, and I'm with ServiceMaster." This is an example of a(n) _____ opening. A. compliment B. curiosity C. product D. introduction E. referral

41. (p. 179) The most important step for a salesperson in planning a sales call is to: A. design a flexible sales presentation. B. discover personal information about a prospect. C. plan an after-sales service package for a prospect. D. set objectives for the call. E. take an appointment with the prospect.

42. (p. 127) Before Janice calls on a client to sell her company's inverters, she collects information about what the client needs. During the sales presentation, she focuses on the overall power consumption and power backup needs of the client and highlights how purchasing her product will substantially benefit the client's operations. Janice most likely uses the _____ method of giving sales presentations. A. canned B. outlined C. question and answer D. customized E. informal

42. (p. 199) Which of the following is the best example of a benefit opening? A. "Mr. Jackson at FS Tools thought you would appreciate the multitasking flexibility of my company's machine center." B. "Good afternoon, Ms. King. My name is Harry Tillot, and I sell the world's finest veneers." C. "Hello, Dr. Allen. Do you need an easier way to place insurance claims for your patients?" D. "Mr. Tanner, I believe our laminating machine will significantly increase your product's quality." E. "Hello, Ms. Dwight. My name is Darla, and I am selling Girl Scout cookies."

43. (p. 180) As the first step in setting sales call objectives, a salesperson should: A. review the steps of the selling process. B. review the customer's marketing goals. C. determine his or her progress toward meeting the sales targets. D. review what has been learned from the precall information gathered. E. review the available inventory in his or her own company.

44. (p. 128) When Tony sells his company's line of labor-saving kitchen appliances to Tom King, the owner of Tom's Chinese Delights—a small but popular diner—he carries a few samples with him and demonstrates how swiftly one can chop, slice, or grate vegetables and fruits using his product. When Tony sells the same product to Franklin Towers—a luxury hotel—he shows its managers a list of other highly reputed hotels that already use his line of kitchen appliances. This ability to vary his sales presentation indicates that Tony is practicing _____ selling. A. reactive B. fixed C. outlined D. adaptive E. methodological

45. (p. 199) Marissa designs customized jewelry and wants to sell her products through Gaia, a chain of boutiques retailing women's accessories. During her first meeting with the owner of Gaia, even before they settle down to talk, Marissa opens cases of rings, pendants, and earrings that she has designed and asks her prospect to try some samples on. Marissa is using the _____ opening method in this scenario. A. implication B. referral C. compliment D. product E. positioning

46. (p. 128) While making a presentation to the owner of Harold's Dress Shop about a window display, Scott began to pick up nonverbal cues that this was not what the owner wanted. Scott asked, "Would you be interested in a window with less clutter that showcased some of your more expensive items?" When the owner replied, "Yes," then Scott modified his existing sales strategy to incorporate his ideas for the showcase window. In this scenario, Scott was seen to be practicing _____ selling A. standardized B. fixed C. outlined D. adaptive E. methodological

47. (p. 260) "You'll notice the trimming machine requires workers to pull two levers at the same time. Although this may appear inconvenient, it ensures that the worker's hands will not be caught in the blades." In this example, the salesperson is _____ an objection regarding the extra effort required to use the trimming machine. A. revisiting B. denying C. predicting D. forestalling E. passing-up

48. (p. 199) A floral supplies salesperson walked into the office of Gregg Katz, owner of KCFlorist.com and said, "Congratulations on being voted Floral Management's 2008 marketer of the year. Your Internet sales must be doing great if your industry recognizes you as its best retailer." The salesperson was using the _____ opening in this scenario. A. introduction B. curiosity C. product D. compliment E. referral

51. (p. 200) Raleigh sells computer-assisted design services to major engineering firms. As he settles into his chair in the office of one of his best accounts, he says to the buyer, "R.J., can you believe how badly Baltimore choked in that game on Sunday?" Raleigh is using _____ as he begins this sales call. A. feature dumping B. style flexing C. networking D. small talk E. trial closing

51. (p. 236) Which of the following is a good advice for the use of demonstrations as part of a sales presentation? A. If a prospect has seen a competitor's demonstration, it is advised to skip over parts of the seller's demonstration that would be redundant. B. Allowing satisfied customers to assist a seller during a demonstration is dangerous and should be avoided. C. Making a demonstration a separate, stand-alone activity is recommended D. If a demonstration includes dead time, a salesperson should plan out how he or she will keep the buyers engaged during that period. E. All of the above.

51. (p. 264) The nonverbal probing technique called FSQS stands for: A. frequent situational questioning satire. B. forestalling situational question sequence. C. feasible selective queue silence. D. friendly silent questioning stare. E. favorite singular question set.

52. (p. 181) 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

53. (p. 181) Alexandra's goal for her upcoming sales call is to sell five 22-inch cut self-propelled lawn mowers to Murphy's Hardware. She would be willing to accept an order for three mowers if the client is ready to make a small investment. She is hoping to convince the owner for fifteen mowers and to sell them at a promotional price of $179. For Alexandra, the sale of five mowers is her _____. A. minimum call objective B. secondary agenda C. sales quota D. primary call objective E. optimistic call objective

56. (p. 202) A salesperson's best line of defense when something goes wrong during his sales presentation is to: A. blame his assistant or secretary for not having prepared properly for the meeting. B. ask the prospect if the meeting can be rescheduled for later. C. continue in the presentation as though nothing went wrong. D. maintain the proper perspective and a sense of humor. E. do none of the above.

56. (p. 238) Proposals that a buyer receives as a result of issuing an RFP should include: A. a positioning map. B. a postscript. C. an index. D. an executive summary. E. all of the above.

57. (p. 266) In the _____ method of handling objections, the salesperson tells the prospect the objection presented is not true but does so in a manner that softens the response. A. acknowledge B. referral C. postpone D. indirect denial E. turndown

59. (p. 182) TECAmerica, Inc. sells electronic scales used for weighing meats and vegetables. A salesperson for TECAmerica is calling on the headquarters of Kroger supermarkets. He has set his sales call objectives to meet the members of the buying center, to have his product brochures sent to the appropriate geographic division managers of Kroger, and to be allowed to demonstrate the superiority of his company's scales. If he truly expects to achieve his objective of meeting the members of the buying center, then the others would be classified as _____ call objectives. A. ideological B. primary C. visionary D. secondary E. minimum

60. (p. 182) Flora is a chief supplier of flowers to retailers in Dallas. Haley, a salesperson at Flora, is planning to call on a supermarket chain that stocks flowers but does not buy its supplies from Flora yet. Why would Haley set multiple call objectives including the goals of getting the company to buy its Valentine package for $129 and convincing them to display Flora's samples in some of its stores for her first meeting itself? A. Multiple sales call objectives increase the fear of failure, which makes the salesperson try even harder. B. Multiple sales call objectives allow the salesperson to avoid focusing on any one sales call objective for too long. C. Multiple sales call objectives will force the salesperson to set his or her objectives too high. D. Multiple sales call objectives are usually self-correcting in case the call objectives set are too high or too low. E. There is no benefit inherent in multiple sales call objectives.

60. (p. 204) Which of the following is the best example of an open question? A. Do you want your order to be delivered in the morning or in the afternoon? B. Will you be buying three or four boxes of these customized candles? C. Will you be paying cash or charging these items to your account? D. Why do you consider June to be your most productive month? E. Do you have a method to display the Christmas ornaments?

61. (p. 239) Salespeople can strengthen their presentations by showing the prospect the cost of the proposal is offset by added value; this process is called: A. magnifying the benefit. B. market analysis. C. multiple-sense appeal. D. value analysis. E. content analysis.

63. (p. 205) Which of the following is an example of a situation question that might be used with the SPIN technique? A. "What would you do if an employee was injured because you neglected to repair your sander?" B. "If I can show you how to use less energy per cubic foot in your freezer bins, would you be interested?" C. "Is your current machine difficult to repair?" D. "What kind of scanner program are you currently using?" E. "Do storms disrupt your electrical power?"

64. (p. 133-136) James is best described as a risk avoider who moves and speaks slowly and deliberately. He is supportive by nature, cool and aloof, and never shows any emotion. In which of the following categories of the social style matrix does this information place James? A. Drivers B. Expressives C. Amiables D. Analyticals E. Gatekeepers

64. (p. 185) Which of the following statements about making appointments for sales calls is true? A. Experts generally agree that a salesperson calling on a company that is new to him or her should begin by calling on the president of the firm. B. Experts generally agree that a salesperson calling on a company that is new to him or her should begin by calling on the "focus of power." C. In industrial selling situations, a salesperson gets a substantial order on his or her first sales call when he or she approaches the prospect after calling up for an appointment. D. Experienced sales representatives use different methods for making appointments with different prospects. E. Experts generally agree that a salesperson calling on a company that is new to him or her should begin by calling on the "focus of dissatisfaction."

66. (p. 135-136) "With your gardening background, Ms. Black, I am sure you can see the time and energy you would save by investing in this new self-propelled tiller. Because you can grow an even bigger vegetable garden with the same energy, and have more vegetables to sell, you will be able to easily repay the initial investment after the first year, even when we factor in an assumed rate of interest of 12.5 percent." Based on the details provided by the salesperson's presentation here, Ms. Black most likely belongs to the category of _____ in the social style matrix. A. drivers B. expressives C. amiables D. analyticals E. avoiders

66. (p. 241) Ron Hurley purchased all the material he needed to make snow cones for $11,600 at the start of the summer. By the end of the season, he made a net profit of $6,000 by making and selling snow cones at a local amusement park. Calculate Hurley's return on investment (ROI). A. 11.6 percent B. 17 percent C. 19.3 percent D. 51.7 percent E. 60 percent

66. (p. 268) The use of a third-party testimonial letter strengthens the _____ method of responding to a prospect's objections. A. compensation B. indirect denial C. boomerang D. referral E. acknowledge

68. (p. 135-136) Before going into a prospect's office, the secretary advised the new salesperson that her boss likes facts and figures and is suspicious of anyone who tries to establish a personal relationship with him. With the secretary's description, the salesperson would most likely conclude that the prospect falls under the category of: A. drivers. B. expressives. C. amiables. D. analyticals. E. avoiders.

68. (p. 268) When the club pro says, "I am concerned that our club members will find the low center of gravity in the Taylor clubs mess up their golf swings," the Taylor salesperson responds, "I understand how you feel about this club. Another buyer felt the same way as you do until he tried the club for a month. He found the club easy to use and one that actually improved his average score." Which method of dealing with objections is the Taylor salesperson using? A. Compensation B. Indirect denial C. Submissive D. Referral E. Direct denial

73. (p. 187) Billy is a charming sales representative. He uses his skills and persuades the prospect's secretary to get him a face-to-face meeting with the prospect. He convinces her that the product he is selling will greatly benefit her company. The technique that Billy is using is known as: A. ignoring the screen. B. taking down the screen. C. going under the screen. D. going through the screen. E. going over the screen.

73. (p. 243) The _____ of an investment is the net value today of future cash inflows minus the investment. A. net opportunity cost B. return on investment C. customer lifetime value D. net present value E. adjusted opportunity cost

75. (p. 210) Gloria is showing a prospect how her company's logistical support system will reduce delivery time for their projects. Gloria is engaged in a: A. feature presentation. B. comparative advantage proposal. C. customer relationship management simulation. D. customer benefit proposition. E. customer feedback exercise.

77. (p. 244) Tonya is a manager of a retail clothing store. A sales rep calling on her offers overnight delivery on all re-orders at no extra shipping cost. This will allow Tonya to carry fewer items in the store and save money by increasing her: A. opportunity costs. B. value analysis. C. stockouts. D. inventory turnover rate. E. multiple outlet profit performance.

77. (p. 270) Salespeople make the most use of the _____ method when a price objection occurs early in the presentation. A. revisit B. acknowledgment C. compensation D. postponement E. direct denial

78. (p. 214) When Lani meets new prospects for the first time, she opens by telling them that if they give her just 20 minutes, she can save them at least $100 dollars per year on their home insurance premiums. Unfortunately, her success rate of closing sales is only about 30 percent. Which of the following, if true, could explain her poor performance in closing deals? A. Lani spends an adequate amount of time and effort collecting precall information. B. Lani's prospects receive a comprehensive idea of the various features offered by her company. C. Lani routinely takes an hour or more to conclude her sales meetings satisfactorily. D. Lani is often seen to make adjustments to the sales situation to incorporate the needs of the prospect. E. Lani does a good job of highlighting the features, advantages, and benefits of her offer to all prospects she meets.

79. (p. 139) The effort people make to increase the productivity of a relationship by adjusting to the needs of the other party is known as: A. dependability. B. resilience. C. maneuverability. D. versatility. E. compatibility.

79. (p. 272) Brian is making a presentation to a group of buyers. He knows he will encounter objections. Which of the following is NOT one of the strategies he should use to address an objection when selling to the group? A. He should try to get a sense of whether the other buyers share the concern. B. He should respond to the objection by addressing all the buyers. C. He should make sure that all the buyers are satisfied with his response before moving on in his presentation. D. He should focus his attention solely on the individual offering the objection and use the direct denial method for most of the objections that are raised. E. He should postpone all the objections even if the buyers are convinced that they need answers immediately.

44. (p. 180) 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.

32. (p. 254) When do buyers raise objections? A. After a sale B. When a salesperson seeks commitment C. When a salesperson seeks an appointment D. During a presentation E. At all above times

33. (p. 196-197) Which of the following statements about making a good impression on a potential buyer is true? A. The time spent waiting for a prospect should be used by salespeople to complete others tasks associated with their job. B. A negative first impression often has an enduring impact on the relationship with a client. C. One of the best ways of making a good impression is to prepare well for sales appointment. D. A salesperson should modify his/her behavior based on the prospect's state. E. All of the above statements about making a good impression are true.

34. (p. 175) Which of the following statements would be of value to insurance salespeople collecting information about prospects? A. The prospect graduated with a marketing degree from Kennesaw State University. B. The prospect is divorced with two children. C. The prospect is a friendly and easygoing person. D. The prospect is a member of the local Rotary Club. E. All of the above.

34. (p. 228-229) Which of the following recommendations should be followed by salespeople when using stories in a sales presentation? A. Use vivid word pictures in the stories. B. Try to use stories from one's own experiences. C. Make sure that there is a reason for telling the story. D. Use the hook of the story to tie back directly into the presentation. E. All of the above.

38. (p. 230) For her sales presentation, Myra wants to design a chart which shows how much faster wounds would heal when protected with SoloSite, a water-based ointment. To create the most effective chart, she should: A. avoid the use of pie charts or other graphical representation. B. use complete sentences so the buyer does not have to wonder what words are missing. C. avoid the use of bullets as they arbitrarily differentiate the points in a presentation. D. intermingle major and minor selling points. E. none of the above.

38. (p. 257) Which of the following would best be classified as an objection to the features of a good or service a salesperson is selling? A. "Isn't your company new in this field?" B. "I'm not sure I can trust what you're saying." C. "We can't make a reasonable profit if we have to pay that much for merchandise." D. "Sorry, we're all stocked up." E. "I was looking for a darker shade of green."

39. (p. 127) The _____ method of conducting a sales presentation offers the greatest opportunity for a salesperson to respond to client input. A. memorized B. outlined C. exacting D. canned E. customized

41. (p. 127) As part of his job, Leon is required to travel from one prospective client's location to another, where he performs detailed analyses of the clients' operations and helps his company's salespeople prepare presentations on how his company's products will improve the prospect's way of doing business. The sales force of Leon's company uses _____ presentations. A. memorized B. outlined C. standardized D. canned E. customized

41. (p. 199) "Mr. Tudor," said Judy, "Tom Pritchett suggested I contact you about our new computerized Civil War reenactment game." In this example, Judy is using the _____ opening method with Mr. Tudor, her prospect. A. compliment B. curiosity C. product D. introduction E. referral

43. (p. 199) "This model 107 electric nail gun will reduce the amount of time your crew spends roofing a 3,000 square foot home by 30 percent. This will lower your labor costs and allow you to bid more competitively in the market for your service." This opening statement is an example of a(n) _____ opening. A. compliment B. curiosity C. referral D. introduction E. benefit

43. (p. 232) The salesperson for BM&M, a company manufacturing automated sawdust screens, was giving a presentation to a buying agent. During the presentation, the salesperson handed the buyer a letter from a pallet manufacturer in Georgia. The letter praised the efficiency of the BM&M screen and was especially complementary of the fact that the screen only has six moving parts. This letter is an example of a(n) _____. A. demonstration B. proposition C. illustration D. attestation E. testimonial

44. (p. 232) "Mr. Smock, here are copies of letters from three owners of flower shops in the area who consistently buy cut flowers from our company. As you can see, they are extremely pleased with our quick delivery and product freshness." The letters this sales representative is showing Mr. Smock are examples of: A. propositions. B. demonstrations. C. illustrations. D. attestations. E. testimonials.

45. (p. 259) When dealing with objections, successful salespeople: A. anticipate the objections and prepare helpful responses. B. make sure the objection is not just an excuse. C. relax and listen and never interrupt the buyer. D. forestall known concerns before they arise. E. need to do all of the above.

47. (p. 128) Adaptive selling suggests that you may have to adjust your selling strategy based on the prospect's _____. A. age B. religion C. family customs D. image of the "perfect product" E. all of the above

47. (p. 233) Which of the following is an appropriate situation for a sales representative to use a DVD during a sales presentation? A. Richard wants to show the prospect testimonials from satisfied customers. B. Frank wants his prospect to see the new television commercials that his company will begin airing next month. C. Cleo desires to show this prospect how others are using the product she sells. D. Allison wants to present how quality is built into her product at the factory. E. All of the above.

48. (p. 130) Which of the following statements about organizing knowledge of sales situations and customers into categories is true? A. Product knowledge is more important than knowledge of sales situations. B. Categorizing sales situation and customers is often done on an arbitrary basis. C. The benefits of organizing knowledge into categories are limited to the group of salespeople developing these categories. D. Most salespeople find that three categories are sufficient to classify their customers. E. By developing categories, salespeople free up mental capacity to think more creatively.

50. (p. 199) "Mr. Rogers, if I could show you a way to increase sales in your bookstore by 20 percent per year, would you be interested?" probed Leesa. In this example, Leesa is using the _____ opening. A. referral B. rapport C. product D. introduction E. question

50. (p. 235-236) Which of the following is a good advice for the use of demonstrations as part of a sales presentation? A. Practicing the demonstration B. Planning for things that could possibly go wrong C. Probing both during and after the demonstration D. Keeping the demonstration simple, concise, and easily understandable E. All of the above

51. (p. 181) As a salesperson, a simple way to ensure that the sales call objectives determined are measurable is to: A. use a canned sales presentation. B. follow the guidelines set by your sales supervisor. C. set long-term goals based on your sales call objectives. D. align your objectives with the strategic objectives of your company. E. set objectives that require a buyer's response.

52. (p. 130) Even before Michelle could explain why a prospect had not purchased her company's new line of eco-friendly outdoor furniture, her supervisor started explaining to her that she should have emphasized the fact that the furniture was made through a revolutionary recycling process and that its prices were justified by its quality and eco-friendly nature. In this scenario, the supervisor provided Michelle with _____ feedback by telling her how she could make better sales presentations. A. reciprocal B. intrinsic C. performance D. evaluative E. diagnostic

55. (p. 182) Norah's goal for her upcoming sales call is to sell 10 cases of anchovies to Darby's Diner though she would be willing to accept an order for just five cases too. Additionally, she is planning to approach the owner to enter into an agreement to purchase anchovies only from her supplier. For Norah, setting up a straight rebuy situation with Darby's Diner is her _____ in this scenario. A. minimum call objective B. strategic mission C. sales quota D. primary call objective E. optimistic call objective

57. (p. 133) _____ refers to a dimension of the social style matrix that describes how emotional people tend to get in social situations. A. Assertiveness B. Attentiveness C. Receptiveness D. Awareness E. Responsiveness

57. (p. 182) Andrew, who works for TeaTree, is going for his first sales call to Dynamo Motors. TeaTree leads the market in the vending machine industry for beverages. Andrew hopes to meet the members of the buying center first so he can estimate the demand for beverages and engage them in a presentation regarding his products. Additionally, he would also like to get permission to give a demonstration at the MNC so its employees can taste TeaTree's beverages and provide their feedback. Obtaining the permission to provide a demonstration of his vending machine is a(n) _____ for Andrew's sales call. A. minimum call objective B. strategic mission C. sales quota D. primary call objective E. optimistic call objective

58. (p. 203-204) _____ require a prospect to go beyond a simple yes/no response and share a great deal of useful information. A. Question openings B. Introduction openings C. Closed questions D. Double-barreled questions E. Open questions

59. (p. 204) Which of the following is an example of a closed question? A. What misconceptions do people have about your business? B. What are your decision-making criteria for choosing the successful vendor? C. What projects are crucial for your company right now? D. What kinds of problems have the new federal guidelines caused for your division? E. Did you make the decision that resulted in your current vendor?

61. (p. 184) A(n) _____ is defined as a written statement (usually one or two sentences) that clearly states how purchasing a product or service being offered can help solve the customer's perceived business issue. A. optimal sales call objective B. mission statement C. sales presentation synopsis D. statement of expectation E. customer value proposition

62. (p. 184) A(n) _____, which salespeople can share with the CEO of a buyer's firm, focuses on what an individual manager needs to address and resolve to be able to better contribute to overall company objectives. A. optimal sales call objective B. mission statement C. sales presentation synopsis D. statement of expectation E. customer value proposition

63. (p. 266) Gary objected to the high cost of the copier that Lynette was suggesting his office purchase. Lynette stated, "The initial price is one of the highest on the market, but this copier offers the fastest pages per minute output rates available on the market, and it has one of the two best maintenance records in the industry. This will assist you in meeting those critical production deadlines you told me about." Lynette is using the _____ method to respond to Gary. A. direct acceptance B. pass-up C. referral D. revisit E. compensation

64. (p. 266) "I realize that my company's barcode label printer is more expensive than others that you may be looking at, but the Zelton barcode label printer is designed for Microsyne operating systems. Your employees will be able to learn how to operate our machine much faster than other brands because of their familiarity with Microsyne. You won't experience any loss in productivity as this printer is synced with your system. It takes up to two weeks for employees to become comfortable using some of the other brand barcode label printers on the market." Which method for dealing with objections is the Zelton Systems salesperson using in this example? A. Direct acceptance B. Pass-up C. Referral D. Revisit E. Compensation

66. (p. 185) Aaron, a safety equipment salesperson, was making his second sales call on a prospective client. Aaron wanted to have a meeting with the focus of _____ because this individual would be able to explain how the company was not adequately protecting its employees from potential injuries. A. receptivity B. reciprocity C. power D. expertise E. dissatisfaction

67. (p. 268) As Shirley responded to the personnel director's concerns about changing to the health care plan her firm offered, she said, "I can see why you feel that way. We do have a lot of forms to fill out. Others felt the same way, but they found that it is not nearly as cumbersome as they expected. Here's a letter from . . . ." Which method is Shirley using to respond to this objection? A. Compensation B. Revisit C. Indirect denial D. Direct denial E. Referral

68. (p. 241) By investing $36,000 in an electronic gate for the employee parking lot, Risco USA was able to save $90,000 on salaries and benefits previously paid to security guards who monitored the parking lot entrance. The return on investment (ROI) is _____ percent. A. 40 B. 60 C. 66.67 D. 150 E. 250

69. (p. 185-186) The best time to make a sales call is: A. before 9:00 A.M. and after 4:00 P.M. B. immediately after lunch when they are most likely to be in a pleasant mood. C. between 9: AM to 11: AM. D. between 9:00 A.M. and 4:00 P.M. E. dependent on the type of selling.

69. (p. 207) A salesperson for FS Tools asked Justin, a cabinet maker, "If I can show you how to cut Melamine, high-pressure laminates, and fine veneer without any chips or breaks, would that save you any money?" In terms of the SPIN technique, this is an example of a(n) _____ question. A. situation B. problem C. implication D. benefit E. need payoff

70. (p. 136) Which of the following items does NOT suggest that the prospect you are meeting with is an analytical prospect, according to the social style matrix? A. The piece of mail in the top of his "in" basket announcing this month's selection in the Popular Science Book Club B. Several plaques on the wall awarded to him for exceeding productivity expectations C. The dark suits, white shirts, and conservative ties that the prospect commonly wears D. A diploma in electrical engineering from Georgia Tech displayed in the office E. A framed liberal arts diploma on the wall along with posters of his favorite soccer team

70. (p. 207) A salesperson from Dun-Rite Equipment Company asks a supermarket manager, "If I can provide your meat department with on-the-site training at no extra charge, would you be interested?" In terms of the SPIN technique, this is an example of a(n) _____ question. A. situation B. problem C. implication D. benefit E. need payoff

70. (p. 268) "Yes, sir, the lids on this brand of spray paint are very difficult to remove, and you'll be glad they are. They are made that way to prevent children who might sneak into your storage shed to play, spraying paint everywhere, accidentally harming themselves and so on." This retail sales rep is using the _____ to respond to an objection. A. submissive method B. "turn the tables" method C. compensation method D. indirect denial method E. revisit method

71. (p. 187) In a buying center, a screen can take on the role of a(n) _____. A. seller B. decider C. user D. influencer E. gatekeeper

71. (p. 268) Karen said to the sales rep of the resort, "Your resort is away from the city and does not provide pick-up and drop facilities." The sales rep replies, "Yes, I know our resort facility is away from the city. The serenity and beauty of this area is conducive to very productive executive retreats." The sales rep for the resort was using the _____ to deal with Karen's objections. A. submissive method B. "turn the tables" method C. compensation method D. indirect denial method E. acknowledgement method

72. (p. 138) In the context of the social style matrix, the best social style for a salesperson is that of a(n): A. driver. B. amiable. C. analytical. D. expressive. E. None of the above

74. (p. 210) 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

75. (p. 138) For the last two weeks, Jake, a newly-hired sales trainee, has been working with you as you make sales calls and carry out the responsibilities associated with managing your territory. During this time, you have found him to be consistently dependable, supportive, and personable, but at times he has struck you as somewhat undisciplined. Based on your knowledge of the social style matrix, you would classify Jake as a(n): A. leader. B. expressive. C. driver. D. analytical. E. amiable.

75. (p. 269-270) When a buyer asked the price of a particular model of meat slicer, a company's salesperson said, "If you don't mind, could we discuss that later, after I show you how this slicer can handle everything from steaks to onions." In this scenario, the salesperson was using the _____ method to respond to the buyer's objections. A. revisit B. compensation C. acknowledge D. boomerang E. postpone

76. (p. 269-270) When a prospect asked how quickly replacement parts for the wood laminating machine could be delivered in the event of a part failure, the salesperson said, "Before we discuss replacement parts, let me explain to you how my company's machine reduces waste to a minimum and still produces beautiful laminations." What method for handling an objection was used in this example? A. Revisit method B. Compensation method C. Acknowledge method D. Boomerang method E. Postpone method

80. (p. 245-246) Which of the following is recommended as a good way to deal with jitters when making a sales presentation? A. Realizing that professional salespeople do not get nervous B. Apologizing to the buyer for being nervous before the presentation C. Avoiding the use of visuals because they will distract the buyer during the presentation. D. Avoiding the use of any stress management techniques before the presentation because it will alert the prospect of the nervousness E. None of the above

Which of the following statements about a standard memorized presentation is FALSE? A. It represents a highly inflexible type of presentation. B. It encourages salespeople to talk too much and listen too little. C. It discourages prospect participation during the presentation. D. It prevents the salesperson from discovering his or her prospects' actual needs. E. It requires the ability to speak extemporaneously during the presentation.

31. Jimmy sells encyclopedias. Every time he knocks on a door, he begins by asking, "Are there any small children in the house?" From there, he asks about their age, and if the parent has considered preparing for their children's future. If the customer does not refuse to listen to him right away, he begins to list the benefits of owning a set of encyclopedias. He always lists the benefits in the same way and always ends his presentation by saying, "You need to buy your child a set of these books to protect his or her future." Because Jimmy makes no adjustments as he talks to a prospect, it can be said that Jimmy is using a(n) _____ presentation. w A. customized B. adaptive C. standard memorized D. outlined E. cause and effect

Standard Memorized

31. (p. 254) The worst type of objection a purchasing agent for a hospital could have is: A. his claim that the x-ray equipment is too expensive. B. his statement that a competing firm offers better service. C. his unspoken belief that the company cannot meet his required delivery times. D. his negative response to the salesperson's contention that her company only uses quality materials. E. his stated complaint that the x-ray equipment is not easy to use.

35. (p. 126) Some companies insist that their inside telemarketing salespeople: A. customize their sales presentation based on a computerized customer-prediction model. B. collect a lot of precall information about every customer they call with their offers. C. memorize the entire sales presentation and deliver it word for word. D. avoid providing information about the features of their products on the phone. E. all of the above.

43. (p. 128) Luisa has been in sales for about three years. In that time, she has learned that different sales presentations are necessary for different customers. In fact, she often changes her presentation during her sales calls depending upon the nature of the selling situation she encounters. Luisa is using: A. generalized selling strategies. B. referral opening. C. adaptive selling. D. seeding. E. standardized sales strategies.

32. 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

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