Sales management test 2 multiple choice

¡Supera tus tareas y exámenes ahora con Quizwiz!

35. In order for prospecting by people other than salespeople to work, a firm must have in place: A) A formal mechanism by which information collected can be disseminated to the sales force. B) A good email system. C) A means of giving credit to the person who collected the information. D) A salesforce that works well with others.

A) A formal mechanism by which information collected can be disseminated to the sales force.

45. Teresa is developing an account planning matrix. The two factors she uses to divide her accounts are: A) Account potential and Competitive strength. B) Basic control units and Secondary control units. C) Market potential and industry potential. D) Sales territory and company territory

A) Account potential and Competitive strength.

22. Ramona is making a sales presentation and finds reluctance upon the part of the customer to leave their existing supplier. Ramona knows that negative comments about the other supplier will: A) Almost surely fail. B) Stimulate discussion about her product's features, advantages, and benefits. C) Encourage the customer to critically evaluate the existing supplier. D) Make her look informed.

A) Almost surely fail.

17. "Our shipping department closes at 4 PM. I will call them and get the order out by the end of the day" is an example of a ______________ close. A) Assumptive. B) Alternative choice. C) Minor point. D) Direct.

A) Assumptive.

7. Closing the sale should take place: A) At any point in the sales presentation. B) Only after addressing objections. C) When the full value proposition has been articulated. D) When the sales person is finished.

A) At any point in the sales presentation.

30. Ryan, a sales manager, has many new salespeople. He reminds the salespeople that they need to initiate customer relationships and, need to overcome: A) Call reluctance. B) Touchpoint temptation. C) Referral resistance. D) Networking webs.

A) Call reluctance.

6. At no place in the selling process is understanding the nature of the relationship selling model more relevant than in: A) Closing. B) Prequalifying. C) Self-management. D) Using information.

A) Closing.

28. Canvassing or telephoning potential prospects without an invitation is called: A) Cold calling. B) Networking. C) Spamming. D) Junking.

A) Cold calling.

1. Negotiations are the process whereby: A) Customer objections and questions are resolved. B) Profit is determined. C) Customer resistance is overcome. D) All of the choices are correct.

A) Customer objections and questions are resolved.

20. Gretta is getting strong buying signals from the customer early into her sales presentation. Gretta should consider using a ___________ close. A) Direct. B) Alternative choice. C) Minor point. D) Assumptive.

A) Direct.

12. If a customer states, "We've always done it one way. Why should we start something new?" they are conveying which of the following customer concerns? A) Do I need your product? B) Do I trust your company? C) I don't really know you. D) I need more time to consider your product.

A) Do I need your product?

11. Arlene, a sales manager, uses the territory management system to decide which salesperson should be assigned new customers. This use of territory management system is consistent with which reason why time and territory management systems are important? A) Ensure territory and customer coverage. B) Minimize sales expenses. C) Assess sales performance. D) Align company policies with customer expectations.

A) Ensure territory and customer coverage.

30. "Our company can really benefit from your product" is an example of ___________ buying signal. A) Giving positive feedback. B) Asking questions. C) Seeking other opinions. D) Providing purchase requirements.

A) Giving positive feedback.

34. Which of the following statements about business dress is NOT true? A) If the client suggests dressing in business casual, dress formal anyway. B) When in doubt, dress up in business attire. C) During the preapproach, ask about the dress code. D) Never dress down below the client's level of attire.

A) If the client suggests dressing in business casual, dress formal anyway.

24. In most selling environments, which of the following would be the best source of prospects? A) Inbound telemarketing. B) Spamming. C) Outbound telemarketing. D) Central paging.

A) Inbound telemarketing.

2. With regard to sales territories, the sales manager's goal is to: A) Maximize the full potential of the territory. B) Minimize the cost of sales. C) Increase territories to work salespeople harder. D) All of the choices are correct.

A) Maximize the full potential of the territory.

20. Katie is well-established in her community. She uses these contacts to develop leads. Katie is: A) Networking. B) Bird dogging. C) Qualifying. D) Spamming.

A) Networking.

30. Nick often has trouble during the price negotiation phase of a sales presentation. He needs to remember that value is a function of price and: A) Perceived benefits. B) Costs. C) Customer's bankroll. D) Indirect demand.

A) Perceived benefits.

26. Sales executives often call the ____________ the single most important stage in the relationship-selling process. A) Preapproach. B) Prospecting. C) Follow-up D) Closing.

A) Preapproach.

36. Jorge is preparing his sales presentation. He knows that a critical part of preparation is to: A) Preempt customer objections. B) Know everything about the customer. C) Reduce the price before the presentation. D) Be prepared to offer gifts and, if necessary, bribes.

A) Preempt customer objections.

44. Teresa has a very sensitive customer. She has learned to use non-threatening negotiation strategies with this customer. Teresa uses ___________ to negotiate with this customer. A) Questions. B) Direct denial. C) Bounce-backs. D) Trial offers.

A) Questions.

22. In a balance sheet close, the salesperson creates two columns labeled: A) Reasons for buying and remaining questions. B) Reasons for buying and objections. C) Remaining questions and objections. D) Reasons for questioning and reasons for objecting.

A) Reasons for buying and remaining questions.

28. Tracy bounces back quickly from rejection and sticks to her sales task even though at times it is difficult. Tracy displays: A) Tenacity. B) A positive attitude. C) Active listening. D) Rejection control.

A) Tenacity.

21. Buyers will focus on "lowest price" because: A) Their personal success is influenced by purchasing at the lowest price. B) The responsibility of presenting the rationale to management for purchasing at a higher price creating anxiety. C) They don't want to address the specific issues. D) All of the above.

A) Their personal success is influenced by purchasing at the lowest price.

35. Embracing the price as an opportunity to highlight the value of the product benefits and customer service is known by the statement: A) "Price should never be the main issue." B) "Price is your friend, not your enemy." C) "Add value to the total package." D) None of the choices are correct.

B) "Price is your friend, not your enemy."

27. Salespeople who believe in themselves and their product display: A) Empathy. B) A positive attitude. C) Active listening. D) Rejection control.

B) A positive attitude.

14. Debbie closely monitors the dialogue with her customers, watching for buying signals, and the right time to close the sale. Debbie is engaged in: A) The buy-now close. B) Active listening. C) Performance gap assessment. D) Empathy.

B) Active listening.

18. "Do you want to charge the purchase or will you be paying cash?" is an example of a _________________ close. A) Assumptive. B) Alternative choice. C) Minor point. D) Direct.

B) Alternative choice.

17. Salespeople must clearly define their product's features, advantages, and benefits over the competitor's products: A) To be able to negotiate a better price. B) Because many customers have been using the competitor's products. C) Because the customer does not trust your company. D) To avoid the request by the customer to further study your product.

B) Because many customers have been using the competitor's products.

8. Carla pays close attention to customers' verbal and nonverbal cues that they are ready to make a commitment to purchase. Carla is good at observing: A) Empathy. B) Buying signals. C) Silence. D) Rejection.

B) Buying signals.

45. Teresa has a very sensitive customer who does not like to be confronted. She has learned to use non-threatening negotiation strategies with this customer. Whenever possible, Teresa avoids using ___________ to negotiate with this customer. A) Questions. B) Direct denial. C) Bounce-backs. D) Trial offers.

B) Direct denial.

19. Concern regarding whether you can deliver when, where, and what they need are part which customer concern? A) Do I need your product? B) Do I trust your company? C) I don't really know you. D) I need more time to consider your product.

B) Do I trust your company?

4. Kim is a successful relationship salesperson. She A) Effectively pressures customers at just the right point in the sales call. B) Does not need to use manipulative closing approaches. C) Minimizes follow-up in order to spend more time cultivating new relationships. D) All of the choices are correct.

B) Does not need to use manipulative closing approaches.

42. When considering the nine basic strategies for dealing with customer concerns, salespeople know: A) Try one and then if it doesn't work, try another. B) Each one can be effective in the right situation. C) The bounce back always works. D) Indirect denial is better than direct denial.

B) Each one can be effective in the right situation.

5. Common customer concerns generally: A) Are unanticipated. B) Fall into five areas. C) Are self-evident. D) Are not worth worrying about.

B) Fall into five areas.

50. When Everett goes into a sales negotiation, he needs to know his sales manager has: A) Increased his potential bonus. B) Given him the authority to negotiate. C) Offered emotional support for his stress. D) All of the choices are correct.

B) Given him the authority to negotiate.

9. MSAs are: A) Market sales areas. B) Integrated economic and social units with a large population nucleus. C) Meeting schedule assignments used to develop account priorities. D) Management summary assessments used in territory managemen

B) Integrated economic and social units with a large population nucleus.

23. Bob is assessing account priorities. He will ask himself: A) Do I live to work or work to live? B) Is the customer buying more now than last year? C) What are my career goals? D) What is my ratio of sales to expenses compared to last years?

B) Is the customer buying more now than last year?

20. Which of the following is NOT one of the common personal life priorities questions salespeople need to address? A) How important is my family? B) Is the customer satisfied with my company/me? C) Do I live to work or work to live? D) How important is personal wealth?

B) Is the customer satisfied with my company/me?

47. Justin often uses third-party endorsements during his sales negotiations. Justin knows: A) Third-party endorsements can easily overcome price objections. B) It is essential to get permission before using them. C) Third-party endorsements enhance bounce backs. D) He should never use third-party endorsements with new customers.

B) It is essential to get permission before using them.

38. Overcoming call reluctance can be helped by all of the following, EXCEPT? A) Role playing. B) Making as many cold calls as quickly as possible. C) Setting realistic goals. D) Prospecting with others.

B) Making as many cold calls as quickly as possible.

31. Warren is developing a territory management plan. One of his goals will be to: A) See every customer weekly. B) Maximize face-to-face selling time with customers. C) Employ the 80:20 rule. D) Avoid the 80:20 rule.

B) Maximize face-to-face selling time with customers.

46. Daniel is calculating the direct selling time for each of his sales representatives. He will estimate direct selling time by: A) Adding the nonselling time to the selling time for each type of account. B) Multiplying the call frequency of each type of account by the number of such accounts. C) Multiplying the number of accounts times the amount of nonselling time minus the selling time. D) Subtracting the account attractiveness from the sales call frequency and then multiplying by 80/20.

B) Multiplying the call frequency of each type of account by the number of such accounts.

9. The core of selling is: A) Closing. B) Negotiation. C) Observing and responding to buying signals. D) Prospecting.

B) Negotiation.

32. Which of the following is an element of in sales preapproach strategy? A) Define the problem. B) Plan to portray the right image. C) Negotiate the price. D) Find the prospect.

B) Plan to portray the right image.

36. Bob listens and watches his customers. Which of the following is a nonverbal buying signal Bob should look for? A) Giving positive feedback. B) Relaxed, friendly, and open. C) Seeking other opinions. D) Providing purchase requirements.

B) Relaxed, friendly, and open.

2. When a customer shares objections, it gives the salesperson the opportunity to: A) Leave without harming the long-term relationship. B) Strengthen the relationship. C) Listen to their inner self. D) Show the weaknesses in competitors' products.

B) Strengthen the relationship.

21. At the end of her sales presentation, Robin restates the components of her value proposition, asking the customer if what she has said is correct. Robin is using a _______________ closing. A) Direct. B) Summary-of benefits. C) Balance sheet. D) Buy-now.

B) Summary-of benefits.

37. Planning the sales call is called: A) Cold call prep. B) The preapproach. C) Qualifying the prospect. D) Customer advocacy.

B) The preapproach.

10. Rachel spends more time than other sales associates qualifying prospects yet almost every month she leads the sales force. Rachel has found that by spending time qualifying prospects she avoids: A) Rejections. B) Wasting time on people who are unlikely to become customers. C) Cold call fever. D) Endless chain referral syndrome.

B) Wasting time on people who are unlikely to become customers.

14. Alex is selling a new dog-control system. He often hears the customer concern, "Do I really need your product?" To address that question, Alex needs a: A) More forceful argument. B) Well-conceived value proposition. C) To show the customer how disadvantaged they are. D) All of the choices are correct.

B) Well-conceived value proposition.

7. The single most effective way to make sure the company has the right relationships with its customers is to create territories that define: A) Commissions based on territorial depth. B) Where and how customers will interact with the company. C) Who, what, where, why, and how the company succeeds. D) The single most important marketing mix factor for each customer.

B) Where and how customers will interact with the company.

5. Which of the following is NOT one of the key questions to address when qualifying potential prospects? A) Do they have the authority to make the purchase decision? B) Where will the product be delivered? C) Does the prospect have a need for your product? D) Can they afford your product?

B) Where will the product be delivered?

15. Peter, a sales manager, uses the territory management system to review commission plans. This use of territory management system is consistent with which reason why time and territory management systems are important? A) Ensure territory and customer coverage. B) Minimize sales expenses. C) Assess sales performance. D) Align company policies with customer expectations.

C) Assess sales performance.

12. Win-win solutions come: A) When the buyer is ready. B) After the trial close. C) At any point in the dialogue between buyer and seller. D) After closely following the step-by-step empathy sales training process.

C) At any point in the dialogue between buyer and seller.

48. When a salesperson takes a customer's concern and turns it into a reason for action, he or she is using the _____________ strategy. A) Question. B) Direct denial. C) Bounce-back. D) Trial offer.

C) Bounce-back.

29. Many salespeople fail to close sales because they ignore or are insensitive to: A) Customer's feelings. B) Service recovery adaptation. C) Buying signals. D) Silence.

C) Buying signals.

37. By taking the time to work out solutions to customer objections in advance, a salesperson can offer: A) To reduce the price before the presentation. B) Gifts and, if necessary, bribes. C) Choices so the customer doesn't feel compelled to say no. D) All of the choices are correct.

C) Choices so the customer doesn't feel compelled to say no.

33. Grooming and attire are important to success in selling because you must look the part of a: A) Successful salesperson. B) Team player. C) Competent, and trusted business partner. D) Customer relationship manager.

C) Competent, and trusted business partner.

15. Gerry sells long-term disability insurance. Many customers know they need insurance but do not know how to compare policies. Gerry needs to have knowledge of: A) The aging process. B) Insurance law. C) Competitor's products. D) Direct denial negotiation strategies.

C) Competitor's products.

4. One of the most constructive tools salespeople can use to build customer relationships is to effectively manage: A) Corporate finances. B) Sales manager's trust. C) Customer time. D) Sophisticated software.

C) Customer time.

50. When developing sales analysis software, it is important to remember that: A) Only sales managers should see the results. B) Salespeople should be the primary concern. C) Different people in the organization may want different analyses. D) All of the choices are correct.

C) Different people in the organization may want different analyses.

24. Tracy asks the customer to "put her to the test." Tracy is trying to overcome ______________ customer concern. A) Is this your best price? B) Loyalty to the existing supplier C) I don't really know you. D) I need more time to consider your product.

C) I don't really know you.

4. Which of the following statements is TRUE? A) If the customer wins, the salesperson loses. B) If the salesperson wins, the customer loses. C) If the salesperson OR the customer loses, they both lose. D) None of the choices are correct.

C) If the salesperson OR the customer loses, they both lose.

37. Harold has learned from experience that he does not have to deliver his sales presentation to a buyer who: A) Is his friend. B) Has purchased from him before. C) Is already sold. D) All of the choices are correct.

C) Is already sold.

27. Ralph is creating his first time management plan. He has learned that the basic elements of a time management plan include all of the following EXCEPT: A) Daily event schedule B) Organization of critical information. C) Life priorities lists. D) Weekly/monthly planning calendar.

C) Life priorities lists.

19. "What color do you prefer?" is an example of a ______________ close. A) Assumptive. B) Alternative choice. C) Minor point. D) Direct.

C) Minor point.

43. Salespeople know that sometimes a customer will not be satisfied with the negotiation no matter what you say or do. In these situations, salespeople need to remember to: A) Avoid direct denial if you want to build long-term relationships. B) Compensate for deficiencies in order to overcome customer dissatisfaction. C) Never allow your personal feeling to affect negotiations. D) All of the choices are correct.

C) Never allow your personal feeling to affect negotiations.

23. ______________, unsolicited phone calls designed to turn leads into qualified prospects, is used by many firms to support salespeople. A) Inbound telemarketing. B) Spamming. C) Outbound telemarketing. D) Central paging.

C) Outbound telemarketing.

9. Many books on personal selling view customer objections as __________, but your authors view customer objections as _________________. A) Foolish; Sincere. B) Close-outs; problems. C) Problems; opportunities. D) Creative concerns; interference with the sales presentation.

C) Problems; opportunities.

34. In a sales presentation, price should not be brought up until the: A) Customer asks. B) Absolute end of the presentation. C) Product's FABS have been clearly defined. D) Right time, which will vary from situation to situation.

C) Product's FABS have been clearly defined.

25. Which of the following priorities and objectives are most often identified by salespeople working with management with specific performance goals set for a given period of time? A) Personal life priorities. B) Personal career priorities. C) Professional activities priorities. D) Professional time management planning priorities.

C) Professional activities priorities.

16. Fiona is out of prospects. She needs to ask her customers for: A) Bird dogs. B) Qualified prospects. C) Referrals. D) All of the choices are correct.

C) Referrals.

23. In a balance sheet closing the ______________ column is used to find out what is holding the prospect back from buying. A) Reasons for buying. B) Reasons for objections. C) Remaining questions D) All of the choices are correct.

C) Remaining questions

1. Time and territory management is primarily the responsibility of: A) Salespeople. B) Sales managers. C) Salespeople and sales managers. D) Customers.

C) Salespeople and sales managers.

38. Which of the following guidelines for negotiating win-win solutions is consistent with the policy of admitting you don't know the answer to a question? A) Plan and prepare. B) Anticipation enhances negotiations. C) Say what you mean and mean what you say. D) Negativity destroys negotiations.

C) Say what you mean and mean what you say.

36. When establishing a systematic prospecting plan, it is important to include the following steps in which order? A) Keep good records, set goals, study and practice prospecting methods, be prompt in follow-up, pay attention to the results of your efforts. B) Study and practice prospecting methods, keep good records, be prompt in follow-up, set goals, pay attention to the results of your efforts. C) Set goals, study and practice prospecting methods, keep good records, be prompt in follow-up, pay attention to the results of your efforts. D) Study and practice prospecting methods, keep good records, set goals, be prompt in follow-up, pay attention to the results of your efforts.

C) Set goals, study and practice prospecting methods, keep good records, be prompt in follow-up, pay attention to the results of your efforts.

13. When considering all the different closing methods, it is important to customize the technique depending on: A) The buyer. B) The situation. C) The buyer and the situation. D) None of the choices are correct. The technique should always be used in the same way

C) The buyer and the situation.

3. Which of the following statements is UNTRUE? A) Salespeople must understand and be able to use different approaches to closing. B) The closing process is rarely linear. C) The closing process is always linear. D) The closing is a natural progression of the relationship-selling process.

C) The closing process is always linear.

8. When defining sales territories and customer coverage: A) All customers should be treated the same. B) Only major customers should receive sales calls. C) The company aligns the sales force appropriately with various customers. D) All of the choices are correct.

C) The company aligns the sales force appropriately with various customers.

21. Beverly is assessing personal career questions. She will need to ask herself: A) How important is my family? B) Is the customer satisfied with my company/me? C) Would I do anything to succeed? D) How many new sales calls have I made this year?

C) Would I do anything to succeed?

43. Ideally, sales managers like to form sales territories that are equal in both __________ and _______________. A) Sales; profit. B) Call frequency; call outcome. C) potential; workload. D) Prospects; customers.

C) potential; workload.

14. Omar, a sales manager, uses the territory management system to determine the qualifications needed when hiring new salespeople. This use of territory management system is consistent with which reason why time and territory management systems are important? A) Ensure territory and customer coverage. B) Minimize sales expenses. C) Assess sales performance. D) Align company policies with customer expectations.`

D) Align company policies with customer expectations.

13. You have just been hired as a sales manager for an airplane company and find the territory management system has a wealth of information. You decide to use the management system to make decisions regarding: A) Recruiting. B) Compensation. C) Training. D) All of the choices are correct.