EXAMS 1 & 2
Which of the following would be an example of a salesperson who is moonlighting unethically?
A building supply salesperson who also sells vacation real estate to some of his present customers.
Which of the following is identified by the text as an example of a technical skill?
Analytical ability
What is reciprocity?
Buying a product from someone if that person agrees to buy from you.
_____ signals should alert the salesperson that buyers are either neutral or skeptical toward the sales message.
Caution
_____ is the cognitive ability to see the selling process as a whole and the relationship among its parts.
Conceptual skill
_____ is the computerized listing of all the customer contacts that a salesperson makes in the course of conducting business.
Contact management system
Glenn perceives herself to be a responsible person because she does not misuse company assets, she is always truthful, and she treats others fairly. She upholds moral and legal laws and conforms to the expectations of others. At which level of moral development is Glenn operating?
Conventional
_____ refers to the right of employees to be treated fairly and with respect regardless of race, sex, national origin, physical disability, age, or religion while on the job.
Cooperative acceptance
Anger or hostility may develop if you continue your presentation even after receiving this type of nonverbal signal.
Disagreement
Which nonverbal signal tells you to immediately stop the planned presentation and quickly adjust to the situation?
Disagreement
Which of the following statements about ethical dilemmas is true?
Ethical dilemmas occur because many ethical standards are not classified.
Identify the level of listening most people engage in.
Evaluative listening
Which of the following statements about the international side of ethics is true?
Every employee of a U.S. company is subject to U.S. law regardless of the country in which business is conducted.
Benefit selling is often referred to as:
FAB selling.
Which of the following is an example of a social force that could influence consumers' buying behaviors?
Family
Which of the following sales personnel activities is considered acceptable ethical behavior?
Giving a $10 dollar gift to a $10,000 customer
Which of the following statements about products, goods, and services is true?
Goods and products are tangibles
_____ is the money available to a firm to cover the costs of marketing its products, operating the business, and profit.
Gross profit
_____ is defined as acquiring knowledge or a behavior based on past experiences.
Learning
_____ is the standard amount charged to customers for a product.
List price
Identify the correct statement about the KISS rule as it applies to salespeople.
Maintain a simple presentation style
_____ occurs when listeners are easily distracted by their thoughts.
Marginal listening
_____ is the money that remains after the costs of marketing and operating the business are paid.
Net profit
Which of the following distorts communication between the buyer and the seller?
Noise
Order-getters: NOT: rely on creative sales presentations.
ONE OF THESE: never truly create sales. do not use a sales strategy. are useful for selling tangible goods in highly competitive industries. often do not attempt to close a sale.
Which of the following is an example of a trade sales promotion? NOT: Free samples
ONE OF THESE: Contests Displays Coupons Demonstrations
Which of the following are categorized under what a salesperson needs to know about his/her company? NOT: How well the product is selling in the marketplace
ONE OF THESE: The location of the company's service facilities How the product to be sold operates Likes and dislikes of channel members How its competition operates
Which of the following statements about selling is true? NOT: Everyone sells at their place of work, but not when at home with their families.
ONE OF THESE: You are involved in selling when you ask someone to accompany you on a shopping trip. You are not involved in sales when you go to an interview with a potential employer. Unlike other professions, journalists do not engage in selling activities. Only trained salespeople ever engage in selling activities.
Social responsibility: NOT: is one of the easiest concepts marketers have to deal with.
ONE OF THESE: covers a wide range of areas that are clearly understood as ethically right. means being a good corporate citizen. means being aware of one's stakeholders. has a misleadingly complex definition.
According to self-concept theory, the ideal self is the way the individual: NOT: sees himself/herself.
ONE OF THESE: would like to be. thinks others regard him/her. actually is. can never be.
Which of the following statements about sales success is true?
Of the eight work characteristics for sales success, love of selling is the most important.
_____ refers to the gathering of information and uncovering customer needs by using one or more questions.
Probing
_____ refers to a statement that substantiates claims made by the salesperson.
Proof statement
Locating a potential buyer is part of which step of the selling process?
Prospecting
Which of the following marketing tactics is most likely to be a source of an ethical dilemma?
Reciprocity
_____ is the additional sum of money expected from an investment over and above the original investment.
Return on investment
Which of the following is the effort put forth by an employer to provide the opportunity for the salesperson to receive job-related culture, skills, knowledge, and attitudes that result in improved performance in the selling environment?
Sales training
Identify the correct statement about the importance of salespeople and selling.
Salespeople have a direct impact on the opening of new businesses and whether that business is successful.
Which is the most difficult trait for a salesperson to develop?
Self-control
Identify the area that is normally used for a sales presentation.
Social space
Which of the following statements about how managers view sales ethics is true?
Some sales managers lower their ethical standards to meet job goals
_____ skills refer to the seller's understanding and proficiency in the performance of specific tasks.
Technical
Which of the following statements about bribery is true?
The U.S. Chamber of Commerce estimates that bribery is the largest white-collar crime
According to the text, what is the single most important factor in improving the climate for ethical behavior in a sales force?
The actions taken by top management
What is the term used to describe the reception and translation of information by the receiver?
The decoding process
The wholesale nursery salesperson has just satisfactorily answered an objection voiced by her prospect. What is the next selling step for her?
Trial close
Which of the following is identified by the text as an example of a human skill?
Working through other people
A value analysis is defined as:
a determination of the best product for the money.
Sheridan decides to buy his first car. The car salesperson promises to arrange a car loan for him if he also purchases the auto insurance. This is a classic example of:
a tie-in sale.
The statement, "With its 25 percent market share, this is the best selling laser printer on the market today," is an example of a(n):
advantage.
Conceptual skills:
allow the seller to think strategically.
A product feature is defined as:
any physical characteristic of a product.
An ethical committee:
assumes responsibility for disciplining the wrongdoer.
Markup is:
based on the product's selling price.
Computers can help salespeople have an efficient time management system through the use of:
calendar management programs.
A(n) _____ is a formal statement of a company's values concerning ethics and social issues.
code of ethics
The easiest people to sell to are people at the _____ level of need awareness.
conscious
Salespeople can use global positioning systems to:
create more efficient routing patterns.
Clearwater Hampers is a small British company that sells luxury food and drink in various combinations in picnic hampers. Food and wine are seen as classic, fail-safe gifts in a market where present-buying is increasingly tricky. Corporate customers, both in the United Kingdom and abroad, are important to the business. Clearwater has had several orders for more than a quarter of a million dollars. The company's leading salesperson, Peter Austin, is preparing the approach he will use during his first sales call on the CEO of Diamonite, a company that specializes in designing, manufacturing, and installing aircraft interiors for executives and heads of state. Testimonials from satisfied customers would be one way that Austin can establish his:
credibility.
A product benefit is defined as a:
favorable result the buyer receives from use of the product.
Reaction to communication as transmitted to the sender which may be verbal, nonverbal, or both is known as:
feedback.
The acronym ABCS refers to the:
four main elements of the customer relationship process.
The four main elements in the customer relationship process used by salespeople to build long-term relationships are excellent service, a presentation of product benefits, a willingness to constantly analyze customer needs, and:
gaining commitment.
A salesperson who used a(n) _____ would be able to track customer buying patterns.
geographic information system
Salespeople who are order-_____ obtain new and repeat business using creative sales strategies and well-executed sales presentations.
getters
The most difficult selling situation faced by a creative salesperson is:
having to sell to numerous people in an organization to get one order.
Clearwater Hampers is a small British company that sells luxury food and drink in various combinations in picnic hampers. Food and wine are seen as classic, fail-safe gifts in a market where present-buying is increasingly tricky. Corporate customers, both in the United Kingdom and abroad, are important to the business. Clearwater has had several orders for more than a quarter of a million dollars. The company's leading salesperson, Peter Austin, is preparing the approach he will use during his first sales call on the CEO of Diamonite, a company that specializes in designing, manufacturing, and installing aircraft interiors for executives and heads of state. Clearwater Hampers has over 60 models of baskets it uses to create its picnic hampers. In addition, it selects from more than 300 different products for each hamper. Several situational factors determine what style of basket is used and what is placed in the baskets including price, recipients, and whether the basket is a seasonal gift. If Austin were to describe each basket style and each potential product in detail during his sales presentation, he would be guilty of:
information overload.
According to the Tree of Business Life model, _____ is being honest without compromise or corruption.
integrity
An ethics ombudsperson:
is an official who assumes the role of corporate conscience.
Usually, the first sales management position to which a salesperson is promoted is:
key accounts sales manager.
Two ways a salesperson can _____ is to show the buyer how to properly use the product and to make realistic claims about the product.
lower the buyer's level of dissonance
The approach step in the customer relationship selling process involves:
meeting prospect and beginning customized sales presentation.
A computer dealer induced a finance company to enter into a hire-purchase agreement by contributing false information about the amount of deposit paid by the customer unknowingly, who later defaulted and sold the computer to a third party. This is an example of:
misrepresentation.
A salesperson who follows the Golden Rule is a(n) _____ individual whom the customer can trust.
morally ethical
The manufacturers of Georgia Pacific paper products, Ford trucks, 3M adhesives, and Hunter brand fans want to reach all the users of their products-both consumers and industrial buyers. They would use _____ advertising because it has the greatest reach.
national
The value or worth of a product that attracts the buyer to exchange money or something of value for the good or service is its:
price.
"I don't care what the boss said. It's wrong and I'm not going to do it. If I get fired, then that's just the way it'll have to be." The salesperson who just made this statement to a co-worker is apparently working at the _____ level of moral development.
principled
The appliance salesperson asked the prospect, "What do you like best about the competitor's washing machines?" "Do you think you have ever paid too much for a new washer?" "Are you happy with how well your current washer cleans your clothes?" The salesperson, in this case, has used:
probing.
The Clayton Act:
prohibits tie-in sales and exclusive agreements but only if they substantially lessen competition.
The acronym L-O-C-A-T-E is used to:
remember techniques for uncovering important buying needs.
Effective territory management:
requires the salesperson to provide his/her company with market information.
When you see advertisements in your local newspaper for a locally owned garden center, you can say with certainty that the ads are examples of _____ advertising.
retail
When a consumer gives little thought or time to the purchase of a product she is in the habit of buying, she is making a(n) _____ buying decision.
routine
The _____ refers to the salesperson's sequential series of actions that lead toward the customer taking a desired action.
sales process
When the salesperson says to the new prospective customer, "I believe my company sells the best mattresses and that you can't find any better," it is an example of:
sales puffery.
Insurance, gym memberships, and cruise vacations would be sold by:
service salespeople.
From a communications model perspective, the salesperson in a sales call is the:
source.
Any group within or outside an organization that has a stake in the organization's performance is called a(n):
stakeholder.
The _____ model of buyer behavior assumes a prospect will respond to the sales presentation in some predictable manner.
stimulus-response
In extensive decision making:
the buyer believes there is more at stake relative to other buying decisions.
In the communication process, the information conveyed by the salesperson to the prospect during the sales presentation is called:
the message.
Two major influences on the ethical behavior of sales personnel are:
the organization's employees and the organization itself.
Sales jobs are classified according to the type of product sold and:
the salesperson's type of employer.
The SELL Sequence should be used:
throughout the sales presentation.
The _____ checks the attitude of your prospect toward the sales presentation.
trial close
At the _____ level of need awareness, the consumer may not be sure why he/she wants to buy a product, but will go ahead with the purchase anyway.
unconscious
According to the Golden Rule of Personal Selling, an effective salesperson:
unselfishly treats others as they would like to be treated.
Termination-at-will:
was designed to protect the rights of the employers.
All employees who observe or become aware of criminal practices or unethical behavior should be encouraged to report the incident to their superiors, to a higher level of management, or to an appropriate unit of the organization. This reporting process is called:
whistle-blowing.
According to the text, computers enhance a salesperson's communications with his customers and employees through the use of:
word processing, e-mail, and faxes.
