N/S Ch 5-6

Which of the following is a benefit of the standard memorized sales presentation? A. It ensures 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 extemporaneously is enhanced. D. It is based on a detailed analysis of the individual customer's situation and needs. E. All of the above describe benefits of the standard memorized sales presentation.

A. It ensures the salesperson will provide complete and accurate information about the company's products and policies.

Which of the following statements about the use of the Internet as an effective lead generator is true? A. One advantage of Web-based promotions is the ability to attract numerous international leads. B. One disadvantage associated with Internet lead generation is the high costs. C. The Internet is not nearly as effective a way of generating leads as it was predicted to be. D. Search engines are a particularly inefficient way to generate leads on the Internet. E. Because of problems with security, few companies use the Internet as a source of leads.

A. One advantage of Web-based promotions is the ability to attract numerous international leads.

One part of Kalesha's job as a field representative for a plumbing supply manufacturer is to locate businesses that might buy her firm's products. This activity is called: A. Prospecting B. Leading C. Scoping D. Precalling E. Probing

A. Prospecting

Which of the following statements about telephone prospecting is true? A. Telemarketing is not limited to consumer sales. B. During telephone encounters, prospects are usually more polite than during face-to-face meetings. C. Inbound telemarketing is never used to generate and qualify leads. D. True prospects never find telephone sales calls intrusive. E. Prospecting by telephone is limited to consumer sales.

A. Telemarketing is not limited to consumer sales.

Which one of the following statements about a salesperson's product knowledge is FALSE? A. The most important knowledge a salesperson can have about his or her product is the technical knowledge of how it performs in use. B. Customers often want salespeople to explain how their products will work with other products. C. Purchasing agents rate product knowledge as one of the most important attributes of a good salesperson. D In many cases the service provided by the salesperson is more important than the performance of the product sold by that salesperson. E. Salespeople must not only know product features, but also the benefits provided by those features.

A. The most important knowledge a salesperson can have about his or her product is the technical knowledge of how it performs in use.

The two critical dimensions used to understand social behavior are: A. assertiveness and responsiveness B. passiveness and aggressiveness C. verbal and nonverbal D. aural and verbal E. domestic and international

A. assertiveness and responsiveness

To qualify as a prospect, a lead must have all of the following characteristics EXCEPT: A. charisma B. authority to buy C. ability to pay D. eligibility to buy E. needs

A. charisma

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

A. cold and calculating

Rashid has been driven to an affluent neighborhood in Toledo. He is given a vacuum cleaner and all of the items he will need to make a sales presentation. He is instructed to start knocking on doors to see if he can find someone who is interested in buying a vacuum. Rashid is engaged in: A. cold calling B. the endless-chain method of prospecting C. personalized telemarketing D. bounce-back prospecting E. lead qualification

A. cold calling

Which of the following is a strength of the expressive social style? A. dramatic flair B. thorough C. decisive D. supportive E. calculating

A. dramatic flair

"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 the person giving them is most likely a(n): A. driver. B. expressive. C. amiable. D. analytical. E. motivator.

A. driver

Each quadrant of the social style matrix defines a different type of person. People who are high in assertiveness and low in responsiveness are: A. drivers. B. expressives. C. amiables. D. analyticals. E. motivators.

A. drivers

You represent a manufacturer of hearing aids. Lacresia, an audiologist to whom you have sold your company's new Max-Ear 2001, is so pleased with its performance in helping patients that she could not previously fit with hearing aids that she is writing you a letter of introduction to take to an old classmate of hers who has his own audiology clinic in nearby Cedartown. This is an example of the _____ method of prospecting. A. endless-chain B. spotter C. central advice D. buying community E. bounce-back

A. endless-chain

A(n) _____ is a computer program that contains the knowledge, rules, and decision processes employed by experts and then uses these elements to solve problems, suggest strategies, and provide advice. A. expert system B. marketing information system C. office information system D. database system E. spreadsheet

A. expert system

After a sales letter gains the prospect's attention, the next thing it must do is: A. explain why the reader should take the desired action B. create curiosity about the product being sold C. ask the reader to take a specific action D. point out a deadline for action E. tell the reader when to expect the follow-up visit or phone call from the sales rep

A. explain why the reader should take the desired action

The primary purpose of Webinars is to: A. generate leads and provide information to prospective customers B. close sales with electronically-oriented customers C. enhance cold calling D. expand databases for effective data mining E. reduce search engine costs and sell deeper

A. generate leads and provide information to prospective customers

When a large chain of stores such as Home Depot or Kmart buys items centrally from its home office, selling companies often designate these customers as _____ accounts, which means their needs are handled out of the seller's corporate offices, and local salespeople need not attempt to solicit business from any branches in their territories. A. house B. bounce-back C. functional D. high service E. generational

A. house

When a buyer at Monrovia Nursery Company sees an ad for a new type of Christmas tree stand in a trade magazine and responds by calling a toll-free number in the ad, _____ is taking place. A. inbound telemarketing B. bounce-back telemarketing C. outbound telemarketing D. seminar marketing E. convention marketing

A. inbound telemarketing

When a respiratory therapist saw an article about Zyran, an over-the-counter smoking cessation drug that does not contain nicotine, he called the toll-free number provided by the manufacturer to learn more about the drug and to ask that a salesperson call on him. This is an example of: A. inbound telemarketing B. bounce-back telemarketing C. outbound telemarketing D. seminar marketing E. convention marketing

A. inbound telemarketing

Moira and Mariah Kelley are sisters. Both are risk avoiders. They speak slowly and softly in a monotone voice, have deliberate and stiff movement, and use few gestures. Both hate to be late and don't like people who are late. They don't like casual dress at work, and they appreciate lectures that include lots of facts and figures. The Kelley sisters would be classified as: A. low responsive and low assertive; analyticals. B. high responsive and low assertive; drivers. C. low responsive and high assertive; expressives. D. high responsive and high assertive; amiables. E. high responsive and low assertive; amiables.

A. low responsive and low assertive; analyticals.

When Donna Driver calls on Amy Amiable, Donna's efficient, determined, decisive way of doing business may come across as: A. pushy and dominating. B. friendly and unstable. C. cold and mean. D. undisciplined and inflexible. E. irrational and psychotic.

A. pushy and dominating

NevaFlat Tire Company has hired Waddell and Hartley to acquire the equipment needed to automate NevaFlat's Rockmart Tire Production Factory. Waddell and Hartley will be responsible for purchasing all the goods and services necessary for the plant, making sure they are compatible, and turning over to NevaFlat a facility that is ready to operate. Waddell and Hartley would be called a(n): A. systems integrator B. decentralized agency C. functional supplier D. industrial facilitator E. industrial distributor

A. systems integrator

Which of the following statements about adaptive selling is FALSE? A. Adaptive selling emphasizes the importance of satisfying customer needs and building long-term partnerships. B In adaptive selling it is important for the salesperson to adjust to the client, even if you must fake a way of acting that is not really who you are. C. In adaptive selling you have to be creative when you're looking for what excites a prospect. D. Adaptive selling gives salespeople the opportunity to use the most effective sales presentation for each customer. E. Adaptive selling is used with relationship building.

B In adaptive selling it is important for the salesperson to adjust to the client, even if you must fake a way of acting that is not really who you are.

Which of the following statements about prospecting is true? A. Cold calling requires a lot of preparation. B. Not all leads will be prospects. C. It is unethical to use friends or relatives as a source for leads. D. Personal observation is not a way to find qualified leads. E. To be effective, a center of influence must also be one of your best customers.

B. Not all leads will be prospects.

For which of the following salespeople would prospecting be most important? A. Pharmaceutical sales rep selling heart medications B. Real estate salesperson specializing in residential property C. Snack food route salesperson D. Electric transformer salesperson who is assigned to work full-time serving Florida Power and Light E. Post cereal salesperson whose territory is metro-Denver

B. Real estate salesperson specializing in residential property

Which of the following statements about prospecting is FALSE? A. Current and previously satisfied customers are the most effective source for leads. B. Regardless of what a salesperson's product is, prospecting techniques are basically the same. C. Current customers can refer a salesperson to prospects in competitive firms within the same industry. D. Current customers may be prospects for other products the salesperson sells. E. Leads in the same industry in which the salesperson has already made sales are especially useful.

B. Regardless of what a salesperson's product is, prospecting techniques are basically the same.

As Karen studies her prospect for cues as to his social style, she should: A. rely on her first impressions B. ask him about what factors he will consider in selecting a vendor 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 assessments once she has made one

B. ask him about what factors he will consider in selecting a vendor

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

B. customized

As Sondra concluded her sales interview with Burt she said, "I'm pleased you see the value of this new software for managing your inventory. Can you suggest some other small business owners who might like to see it?" Sondra is using the _____ method of prospecting. A. center-of-influence B. endless-chain C. lists and directories D. spotters E. canvassing

B. endless-chain

A casket salesperson who is only allowed to sell to funeral directors in a three-state area, even though retail florists in the area can and do sell caskets is working in a(n): A. selectively distributed sales area B. exclusive sales territory C. tying arrangement D. non-reciprocal selling arrangement E. major-accounts-only sales territory

B. exclusive sales territory

To sell to Joann you need to appeal to her ego. She'd rather hear that your new product will cause people to notice her as an innovative leader than the exact amount of cost savings it will provide or that her employees would like it. Joann's social style best fits that of a(n): A. driver. B. expressive. C. amiable. D. analytical. E. motivator.

B. expressive

When Kerry saw his prospect's yellow and green plaid trousers, white golf shirt with gold buttons, and his black and white shoes, he was fairly certain that he was in the company of a(n): A. driver. B. expressive. C. amiable. D. analytical. E. entrepreneur.

B. expressive

In terms of the social style matrix, 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, great initiative, and has been called a risk taker. Into which quadrant does this information place Inez? A. drivers B. expressives C. amiables D. analyticals E. motivators

B. expressives

When Grant visited his supplier's Web site, he entered a code provided to him and went to a customized site listing his recent purchases, sale items, and complementary products he might need. Grant was visiting a(n): A. spam filter B. extranet C. blog D. sponsor E. cyberhustler

B. extranet

The first paragraph of a sales letter should: A. explain why the reader should take the desired action B. grab the reader's attention C. ask the reader to take a specific action D. point out a deadline for action E. do all of the above

B. grab the reader's attention

The strengths of any social style can be weaknesses if they are not consistent with what a customer wants to deal with. For example, the enthusiasm and dramatic flair of an expressive social style may seem instead to show a person who is: A. pushy and dominating. B. opinionated and unstable. C. cold and calculating. D. undisciplined and inflexible. E. irrational and psychotic.

B. opinionated and unstable

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

B. social style

Horizon Gifts provides promotional gift baskets for business-to-business marketers to give during the holidays. Cal is a long-time user of the service provided by Horizon Gifts, and he often suggests possible clients to the service's sales rep. Every time the lead Cal has provided actually makes a purchase, Cal receives a free gift, which might be anything from a can of macadamia nuts to a wool muffler. Cal acts as a _____ for Horizon Gifts. A. reconnaissance man B. spotter C. bounce-back D. spiff E. shill

B. spotter

Pete is a salesperson at the local Honda dealership. He frequently offers buyers $50 if they refer someone else to him who buys a new car. Pete is attempting to get these people to act as his: A. reconnaissance staff B. spotters C. bounce-backs D. spiffs E. steppers

B. spotters

When selling to an amiable, the 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. never guarantee a product's performance. D. expect a quick purchase decision. E. create a presentation that would appeal to a risk taker.

B. stress the product's benefits in terms of its effect on the satisfaction of employees.

In the action close for a sales letter, the writer should: A. wait until the last sentence to demand money B. tell the reader what to do by using such phrases as "Act now" C. use expressions like "Why not buy now?" to give the reader the feeling of having a choice D. remind the reader the offer being made in the sales letter will never be canceled E. assume the reader is intelligent enough to know what needs to be done and avoid repeating information provided in the body of the letter

B. tell the reader what to do by using such phrases as "Act now"

All of the following are reasons why a salesperson may suffer from call reluctance EXCEPT: A. a compulsive need to argue B. the need to meet a prospecting quota C. worry about worst-case scenarios D. too much concern about a successful appearance E. fear of losing friends

B. the need to meet a prospecting quota

Which of the following is a strength of the analytical social style? A. dramatic flair B. thoroughness C. decisive D. supportive E. personable

B. thoroughness

In the opening profile Kevin Johnson recommends LinkedIn for prospecting for all of the following EXCEPT: A. It allows him to stay connected with his network B. It is useful for career planning C. It is socially oriented than Facebook D. It has a good number of job listings E. It allows him to look at roles he would like to be in someday

C. It is socially oriented than Facebook

Which of the following statements about the use of a postscript (PS) at the end of a sales letter is true? A. Postscripts right after the greeting are most effective. B. Postscripts should be used to ask about the prospect's family or some other element of his or her personal life. C. Postscripts should be used to emphasize an important selling point. D. Postscripts should not be used if the letter contains an action close. E. Postscripts are ineffective.

C. Postscripts should be used to emphasize an important selling point.

The process of locating potential customers for a good or service is called: A. adapting B. investigating C. prospecting D. anticipating E. inquiring

C. Prospecting

Before Harley can make a customized presentation he will need cooperation from the customer in conducting: A. a correlation analysis of sales projections B. a modification of his or her forecasted sales C. a performance of a needs analysis D. a social audit E. a multiple regression analysis of his or her current suppliers

C. a performance of a needs analysis

Luisa has been in sales about three years. In that time she has learned that different sales presentations are necessary for different customers. In fact, she will often change her presentation during her sales calls depending upon the nature of the selling situation she encounters. Luisa is using: A. focused selling B. an unprofessional approach with her customers C. adaptive selling D. no prior planning E. flexible selling

C. adaptive selling

During a break in the monthly sales meeting 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 a 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 advise David that he is dealing with a(n): A. driver. B. expressive. C. amiable. D. analytical. E. avoider.

C. amiable

Each quadrant of the social style matrix defines a different type of person. People who are low in assertiveness and high in responsiveness are: A. drivers. B. expressives. C. amiables. D. analyticals. E. gatekeepers.

C. amiables

Which of the following is most descriptive of the weak points of the analytical social style? A. pushy and dominating B. opinionated and unstable C. cold and calculating D. undisciplined and inflexible E. irrational and psychotic

C. cold and calculating

Which of the following is a strength of the driver social style? A. dramatic flair B. thorough C. decisive D. supportive E. personable

C. decisive

Robina has just been given the name of a person who wrote her company inquiring about the firm's radiology equipment. At this point, this person is best classified as a: A. qualified prospect B. client C. lead D. prospect E. customer

C. lead

C.K. makes a conscious effort to control his emotions in all situations. In terms of social style, C.K.'s way of behaving is indicative of: A. low assertiveness. B. high assertiveness. C. low responsiveness. D. high responsiveness. E. none of the above, control of emotions is not related to one's social style.

C. low responsiveness

In the action close for a sales letter, the writer should: A. offer more information ("If you'd like to receive . . .") B. suggest a reason to delay action C. make the action sound easy D. use the last sentence to make one final direct request that the recipient send in the money requested now E. use jargon familiar to the letter receiver

C. make the action sound easy

Some companies insist that their inside telemarketing salespeople: A. customize their sales presentation based on a computerized customer-prediction model. B. use adaptive selling depending on the customer's buying environment. C. memorize the entire sales presentation and deliver it word for word. D. consult with manufacturer's reps before quoting delivery dates. E. all of the above

C. memorize the entire sales presentation and deliver it word for word

In ____, telephones are used to generate leads and then qualify leads. A. inbound telemarketing B. bounce-back telemarketing C. outbound telemarketing D. seminar marketing E. convention marketing

C. outbound telemarketing

Quentin has a good paying part-time job while he is going to college. He and about ten other students work three hours per day at the firm's calling center calling people on various lists their employer provides to determine if those individuals are interested in buying vinyl siding for their homes and whether they qualify for a visit by one of the firm's field representatives. Quentin is engaged in: A. inbound telemarketing B. bounce-back telemarketing C. outbound telemarketing D. seminar marketing E. convention marketing

C. outbound telemarketing

You are the Nebraska territory salesperson for a firm selling kitchen appliances to mobile home manufacturers. At your tenth high school reunion an old friend whom you haven't seen since college says, "What a coincidence, I'm the director of purchasing for Bilt-Tite Mobile Homes in Franklin, Georgia. Why don't you contact me next week and let's see if we can do business?" Unfortunately, your old high school friend isn't a prospect for you because: A. she does not need what you are selling B. companies frown on salespeople selling to friends C. she is not in your authorized territory D. you will not be able to approach her favorably E. she does not have the authority to buy appliances

C. she is not in your authorized territory

Jimmy sells encyclopedias. Every time he knocks on the door, he begins by asking, "Are there any small children in the house?". From there, he asks their age, and if the parent has considered preparing for their future. If the door is not slammed in his face, 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. A. customized B. adaptive C. standard memorized D. outlined E. cause and effect

C. standard memorized

On the first day of Barbara's new sales job, she was given a written sales presentation and told to learn it so she could recite it when she called on prospects. Her sales manager insists she deliver this talk word for word. Barbara will be using a(n) _____ presentation. A. customized B. adaptive C. standard memorized D. outlined E. cause and effect

C. standard memorized

In discussing knowledge salespeople should have, the text listed all of the following EXCEPT: A. the company for which they work B. the products they sell C. the legal requirements for providing information to stockholders D. the customers to whom they sell E. the products sold by their competitors

C. the legal requirements for providing information to stockholders

A lead management system is: A. a telemarketing device used for cold canvassing B. a type of bounce-back card that proves buyer sincerity C. used to analyze the relative value of each lead D. used to create an endless-chain for referrals E. a system for prequalifying cold calls

C. used to analyze the relative value of each lead

The text suggests five questions that will help a salesperson determine if a particular lead is a qualified prospect. Which of the following is NOT one of those questions? A. "Does the lead have the ability to pay?" B. "Is the lead eligible to buy?" C. "Does the lead have the authority to buy?" D. "Does the lead agree to buy the product?" E. "Can the lead be approached favorably?"

D. "Does the lead agree to buy the product?"

A typical salesperson will experience a _____ percent loss of his current customers in a single year. A. less than 5 B. 5 to10 C. 10 to 15 D. 15 to 20 E. 20 to 25

D. 15 to 20

Which of the following statements about telemarketing is true? A. Telemarketing is often used with spotters. B. Personnel who work in an inbound telemarketing center spend most of their time calling people who might be leads and trying to qualify them as prospects. C. Telemarketing is actually a form of the endless-chain method of prospecting. D. Firms are increasingly relying on telemarketing to perform many functions that salespeople used to perform. E. Outbound telemarketing involves a telephone number interested prospects can call to obtain additional information.

D. Firms are increasingly relying on telemarketing to perform many functions that salespeople used to perform.

Which of the following statements about the cold calling method of prospecting is true? A. It is a relatively new technique. B. It requires a large amount of information about the prospect in advance of the initial contact. C. Most purchasing agents welcome this method of prospecting. D. It can waste a lot of the salesperson's time. E. All of the above statements about the cold calling method are true.

D. It can waste a lot of the salesperson's time.

Which of the following is NOT an advantage of the standard memorized sales presentation? A. It ensures the salesperson will provide complete and accurate information about the company's products and policies. B. It is very effective for telemarketing. C. The beginning salesperson can quickly gain confidence. D. It is based on a detailed analysis of the individual customer's situation and needs. E. It can combine the best elements of the presentations used by a firm's best salespeople

D. It is based on a detailed analysis of the individual customer's situation and needs.

Which of the following is not one of the four dimensions of sales call anxiety? A. A desire to perform safety-seeking behaviors. B. Imagined negative evaluations from customers. C. A negative self-evaluation by the salesperson. D. Recognition of the economic value of most prospecting activities. E. Physiological symptoms of anxiety shown by the salesperson.

D. Recognition of the economic value of most prospecting activities.

When Tony sells his company's line of wind chimes to Tom King, the owner of King's Nursery, he carries one with him and illustrates its melodious sound to the customer. When Tony sells his company's line of wind chimes to Milt Pressley, the owner of Franklin Hardware, he shows Pressley the sales projections for next year. This ability to vary his sales presentation indicates that Tony is using ______ selling. A. responsive B. alterable C. outlined D. adaptive E. methodological

D. adaptive

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," Scott adopted a new sales strategy and discussed his ideas for a showcase window. Scott was practicing _____ selling A. responsive B. alterable C. outlined D. adaptive E. methodological

D. adaptive

"With your gardening background, Ms. Black, I am sure you can see the time and energy savings from investing in this new self-propelled tiller. Because you can put in an even bigger vegetable garden with the same energy, and have more vegetables to sell, you will be able to more than repay the initial investment after the first year, even when we factor in an assumed rate of interest of 12.5 percent." Based on this excerpt from a salesperson's presentation, you must assume Ms. Black is a(n): A. driver. B. expressive. C. amiable. D. analytical. E. avoider.

D. analytical

Before going into the 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. The secretary was probably describing a(n): A. driver. B. expressive. C. amiable. D. analytical. E. avoider.

D. analytical

In terms of the social style matrix, James is best described as a supportive risk avoider who moves and speaks slowly and deliberately. He is cool and aloof and never shows any emotion. Into which quadrant does this information place James? A. drivers B. expressives C. amiables D. analyticals E. gatekeepers

D. analyticals

When identifying a customer's social style, salespeople should: A. assume specific jobs or functions are associated with a social style B. rely on their first impressions to accurately determine the customer's social style C. consider carefully how they feel about the customer's behavior D. attempt to get the customer to reveal his or her style rather than react to your style E. do all of the above

D. attempt to get the customer to reveal his or her style rather than react to your style

With ______________ prospect source, the salesperson is likely to know the LEAST about the person called on before they meet. A. salespeople of related noncompeting products B. endless-chain C. center-of-influence D. cold calling E. inquiries

D. cold calling

The clients Janice calls on recognize her as a professional. When she makes a sales call on a prospect, the prospect perceives her as someone who is genuinely interested in helping him or her solve problems rather than just a salesperson there to grab a quick sale. Janice most likely uses the _____ method of giving sales presentations. A. canned B. outlined C. question and answer D. customized E. informal

D. customized

Ruth used her personal connections with the people at Hampton Industries, a manufacturer of decorative paper items, to become the first salesperson to call on a new company that was using recycled paper to make posters. Ruth used her _____ abilities. A. customized sales B. personalized sales C. canvassing D. networking E. telemarketing

D. networking

As you enter the prospect's office you see _____ and become fairly certain you are dealing with an amiable. A. annual sales awards on the wall B. a prominently displayed calendar C. pictures of the prospect's family on the desk D. a PERT chart on the wall E. numerous sales charts

D. pictures of the prospect's family on the desk

The process of determining if a lead is indeed a prospect is: A. automatic when using artificial intelligence software B. almost impossible C. precalling a customer D. qualifying a lead E. described by none of the above

D. qualifying a lead

Adam told Bonnie that Jacqueline might be interested in the home security system she was selling. To Bonnie, Jacqueline becomes a(n): A. introductory prospect B. suspect C. qualified prospect D. referred lead E. listed lead

D. referred lead

A large cosmetics company wants to create a Web site to sell their cosmetics. They want their people trained to maintain the Web site and work with search engines. They also want an extranet created as well as internal networking facilities for conferencing established. Basically, the organization has been a laggard and wants to leap into the technological world. Because the tasks the company wants will require several different experts, it has outsourced the purchase of these services to Maxwell Consultants who will find and hire the people the cosmetics company needs. Maxwell will stay on the job until the company is satisfied. Maxwell Company will act as a(n): A. in-house talent agency B. network seller C. decentralized purchasing corporation D. systems integrator E. functional supplier

D. systems integrator

A customer who has an expressive social style views the salesperson with a driver orientation as: A. serious. B. closed. C. intense. D. unemotional. E. all of the above

E

A salesperson may suffer from call reluctance because he or she: A. feels intimidated by the corporate title assigned to the prospect B. is overly concerned with being successful C. spends too much time preparing for the sales call D. feels guilty for having selected a career in sales E. experiences any or all of the above

E

The best social style for a salesperson is: A. a driver B. an amiable C. an analytical D. an expressive E. none of the above because each style has weaknesses in some situations

E

When identifying a customer's social style, salespeople should: A. not let their judgment be clouded by their initial reaction to the customer B. look for clues that may suggest he or she has made an inaccurate assessment of a customer's social style C. ask questions rather than make statements D. avoid assuming that specific jobs or functions are associated with a particular social style E. do all of the above

E

Which of the following describes a way that companies use the Internet to generate leads? A. by developing an extranet B. by using carefully placed banner advertising to link their Web sites with other similar sites C. by being listed on search engines D. by using e-mail messages E. by doing all of the above

E

Which of the following statements about lead qualification and management is/are true? A. Firms often engage in prequalification of leads for their field sales forces. B. A lead management system can be used to grade leads and establish a priority call list. C. The judicious use of technology makes lead qualification and management more efficient and effective. D. Telemarketers are used by some companies to prequalify leads. E. All of the above statements about lead qualification and management are true.

E

Why must salespeople continuously prospect? A. Clients may switch to competing suppliers. B. Buyers may be transferred to other jobs within their firms. C. Client firms may be taken over by other firms. D. Some current customers may go bankrupt. E. All of the above are good reasons for prospecting.

E

Each of the following items should suggest the prospect you are meeting with is an analytical EXCEPT: A.The piece of mail in the top of his "in" basket is 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 prospect consistently wears dark suits, white shirts, and conservative ties D. Diploma in electrical engineering from Georgia Tech E. A number of photos on the wall of him as a member of recreational league softball teams

E. A number of photos on the wall of him as a member of recreational league softball teams

Which one 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. To be effective, salespeople must treat all customers the same. C. The benefits of organizing knowledge into categories are unique to personal selling. D. Most salespeople find three categories are all they need to classify their customers. E. By developing categories, salespeople free up mental capacity to think more creatively.

E. By developing categories, salespeople free up mental capacity to think more creatively.

Which of the following is NOT a limitation commonly experienced with telephone prospecting? A. Customers may find telephone calls annoying. B. Unexpected prospecting calls may interrupt important work in which the prospect is engaged. C. Telephones limit communications to verbal messages. D. It is easier for the person contacted to end the conversation. E. It is more expensive per person reached than cold canvassing.

E. It is more expensive per person reached than cold canvassing.

Which of the following statements about training systems for developing adaptive selling skills is true? A. All alternatives to the social style matrix rely on the same dimensions. B. Computers cannot be used to develop adaptive selling skills. C. There is no other method available besides the social style matrix for developing adaptive selling skills. D. All a person needs to successfully use adaptive selling is to understand the social style matrix. E. The social style matrix concentrates on the form of the communication, not the content of the communication.

E. The social style matrix concentrates on the form of the communication, not the content of the communication.

Adaptive selling suggests that you may have to adjust your selling strategy based on ________________ differences: A. age B. religious C. family customs D. image of a "perfect product" E. all of the above

E. all of the above

For the last two weeks your company has had Jake, a newly hired sales trainee riding with you as you make sales calls and the many other things you do in 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 social styles' strengths and weaknesses, you classify Jake as a(n): A. leader. B. expressive. C. driver. D. analytical. E. amiable.

E. amiable.

During the sales presentation, the _____ method of conducting a sales presentation offers the greatest opportunity for the salesperson to respond to client input. A. memorized B. outlined C. exacting D. canned E. customized

E. customized

Since graduating with his marketing degree about two years ago and taking his first job, Leon has been away from home over 200 nights. He never dreamed there would be so much travel in an engineering job, but his company keeps him on the go, trekking from one prospective client's location to another, where he performs detailed analyses of the customer's operations and helps his company's salespeople prepare presentations on how his firm's products will improve the prospect's way of doing business. Leon's employer apparently has the sales force using _____ presentations. A. memorized B. outlined C. exacting D. canned E. customized

E. customized

Tiffany is considering having her sales force use a standard memorized sales presentation. As a sales manager she should know all of the following are disadvantages, EXCEPT: A. it's inflexible B. it encourages salespeople to talk too much and listen too little C. it discourages prospect participation during the presentation D. the salesperson will not have the opportunity to discover his or her prospects' actual needs E. members of the sales force will be forced to develop the ability to speak extemporaneously

E. members of the sales force will be forced to develop the ability to speak extemporaneously

_____ refers to how emotional people tend to get in social situations. A. Assertiveness B. Attentiveness C. Receptiveness D. Awareness E. Responsiveness

E. responsiveness

"Can the lead be approached favorably?" refers to whether: A. the salesperson is able to make a good first impression on most prospects he or she approaches B. the prospect is the person who actually makes the buying decisions C. the salesperson has anything to offer the prospect D. the salesperson is able to make a good first impression on this particular prospect E. the prospect is accessible to the salesperson

E. the prospect is accessible to the salesperson